Embark on a journey of self-discovery and transformation with our inspiring personal growth collection. These books offer research-backed approaches to expanding your mindset, overcoming limiting beliefs, and cultivating the habits that lead to lasting fulfillment. From developing greater self-awareness and emotional resilience to finding purpose and meaning in daily life, our carefully curated titles provide wisdom from renowned psychologists, life coaches, and personal development experts. Whether you're seeking to break through barriers, enhance your relationships, or simply become the best version of yourself, these books offer the insights and tools to support your ongoing evolution.
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WE ARE ALL in the people business because we deal with other people all the time. But do you sometimes reach out to others only to find your efforts misunderstood or rejected? Do you wish your relationships with people close to you were more harmonious and fulfilling? PeopleSmart is a practical guide for anyone who asks these questions, which means most of us at some time or other. It reveals a powerful plan for making your relationships more productive and rewarding-whether they are with a supervisor and coworkers or a spouse, relatives, and friends-by developing your interpersonal intelligence.
Socially responsible investors try to avoid putting their assets in companies that do damage in the world. Resilient investing goes further. The authors redefine the very meaning of “assets” and “investing” and show how to design a strategy to give you, and the planet, the best possible chance of thriving. After all, we're in this together!
Resiliency--the ability to adapt to life's changes and crises--is key to a healthy, productive life. Based on his deep knowledge of the new science of resiliency, Dr. Al Siebert explains how and why some people are more resilient than others and how resiliency can be learned at any age. Through anecdotes, exercises, and examples, Dr. Siebert details a unique five-level program for becoming more resilient.
This bestselling conflict resolution book has helped thousands of people effectively collaborate across deep divides. Now it’s been updated with 50 percent new material for an increasingly polarized world.
“Adam Kahane worked with us on the future of our country. The four scenarios we built have come to life one after another, and today we are living the best one....Kahane explains how scenario planning can transform the future. In Colombia we can attest that such transformation is really possible.” —Juan Manuel Santos, President of Colombia and Nobel Peace Prize recipient
In today’s fractured world, collaboration is increasingly difficult yet more crucial than ever. Often, to get something done that really matters, we need to work with people we don’t agree with, like, or trust. Drawing from thirty-plus years of experience working with leaders in over fifty countries, Adam Kahane shows why conventional collaboration—requiring harmony and agreement—is obsolete. Instead, he provides a groundbreaking approach that embraces discord, experimentation, and genuine cocreation.
Kahane introduces three key stretches to navigate difficult collaborations:
“Adam Kahane worked with us on the future of our country. The four scenarios we built have come to life one after another, and today we are living the best one....Kahane explains how scenario planning can transform the future. In Colombia we can attest that such transformation is really possible.” —Juan Manuel Santos, President of Colombia and Nobel Peace Prize recipient
In today’s fractured world, collaboration is increasingly difficult yet more crucial than ever. Often, to get something done that really matters, we need to work with people we don’t agree with, like, or trust. Drawing from thirty-plus years of experience working with leaders in over fifty countries, Adam Kahane shows why conventional collaboration—requiring harmony and agreement—is obsolete. Instead, he provides a groundbreaking approach that embraces discord, experimentation, and genuine cocreation.
Kahane introduces three key stretches to navigate difficult collaborations:
- Stretch to embrace conflict and connection
- Stretch to experiment and learn
- Stretch to step into the game
Books like StrengthsFinder 2.0 have helped leaders discover their strengths-but tend to stop there. Thuy and Milo Sindell argue that focusing only on our best abilities neglects a vital development opportunity. Inside every leader are “middle skills,” hidden strengths that can be turned into full strengths with attention and focus.
Discover Your Strengths and the StrengthsFinder titles-has resulted in a very one-dimensional model for leadership growth, say Thuy and Milo Sindell. Their research and work have shown that, like everyone, you have hidden, undeveloped strengths that, if identified and worked on, can expand your repertoire of skills, make you a better-balanced leader, and significantly improve performance.
Everyone has what the Sindells call Default Skills, or obvious strengths; Deficient Skills, or weaknesses; and Hidden Strengths, or skills in the middle. Focusing only on Default Skills can lead to resting on your laurels. But trying to develop Deficient Skills isn't worth it. It takes too much time and effort to bring these skills up to speed-the ROI just isn't there. It's in the neglected middle skills that the most potent development opportunities lie. They're close enough to being strengths that working on them can offer a powerful payoff-they are Hidden Strengths.
Using assessments, exercises, and case studies, the Sindells help you identify your most promising middle skills-your Hidden Strengths-and create a plan to turn them into full strengths. In today's work environment, not growing and stretching yourself translates into lack of innovation, stagnation, and obsolescence. Relying upon strengths is like relying upon training wheels-at a certain point you need to take them off improve and grow.
Discover Your Strengths and the StrengthsFinder titles-has resulted in a very one-dimensional model for leadership growth, say Thuy and Milo Sindell. Their research and work have shown that, like everyone, you have hidden, undeveloped strengths that, if identified and worked on, can expand your repertoire of skills, make you a better-balanced leader, and significantly improve performance.
Everyone has what the Sindells call Default Skills, or obvious strengths; Deficient Skills, or weaknesses; and Hidden Strengths, or skills in the middle. Focusing only on Default Skills can lead to resting on your laurels. But trying to develop Deficient Skills isn't worth it. It takes too much time and effort to bring these skills up to speed-the ROI just isn't there. It's in the neglected middle skills that the most potent development opportunities lie. They're close enough to being strengths that working on them can offer a powerful payoff-they are Hidden Strengths.
Using assessments, exercises, and case studies, the Sindells help you identify your most promising middle skills-your Hidden Strengths-and create a plan to turn them into full strengths. In today's work environment, not growing and stretching yourself translates into lack of innovation, stagnation, and obsolescence. Relying upon strengths is like relying upon training wheels-at a certain point you need to take them off improve and grow.
Ditch the negative mental habits that derail conversations and destroy projects, and discover a framework for forging authentic, enduring, and productive connections.
All too often, we find our conversations stuck in cyclical patterns of unproductive behavior. We listen half-heartedly, react emotionally, and respond habitually, or what Chuck Wisner calls “sleep talking.”
Conscious Conversations explores the way we can reframe our thoughts, emotions, reactions, and interactions so we form a connection from the very first conversation and keep our discourse positive and productive throughout any endeavor. Wisner identifies four universal types of conversations and offers specific advice on maximizing the effectiveness of each:
• Storytelling-Acknowledging and investigating the stories we tell ourselves about ourselves and others
• Collaborating-Exploring the way our stories interact with other people's stories
• Creating-Cocreating possibilities and discovering unforeseen solutions to sticky problems
• Committing-Coordinating our actions with others to get things done
These conversations unfold sequentially: our awareness of our stories transforms our ability to listen and collaborate, which opens our thoughts to creative possibilities, guiding us toward mindful agreements. This framework makes it possible to identify, understand, and deactivate disruptive emotional triggers; listen with empathy to people with opposing perspectives; and forge relationships built on trust.
All too often, we find our conversations stuck in cyclical patterns of unproductive behavior. We listen half-heartedly, react emotionally, and respond habitually, or what Chuck Wisner calls “sleep talking.”
Conscious Conversations explores the way we can reframe our thoughts, emotions, reactions, and interactions so we form a connection from the very first conversation and keep our discourse positive and productive throughout any endeavor. Wisner identifies four universal types of conversations and offers specific advice on maximizing the effectiveness of each:
• Storytelling-Acknowledging and investigating the stories we tell ourselves about ourselves and others
• Collaborating-Exploring the way our stories interact with other people's stories
• Creating-Cocreating possibilities and discovering unforeseen solutions to sticky problems
• Committing-Coordinating our actions with others to get things done
These conversations unfold sequentially: our awareness of our stories transforms our ability to listen and collaborate, which opens our thoughts to creative possibilities, guiding us toward mindful agreements. This framework makes it possible to identify, understand, and deactivate disruptive emotional triggers; listen with empathy to people with opposing perspectives; and forge relationships built on trust.
Smart machines are replacing more and more jobs. Edward Hess and Katherine Ludwig show how to develop abilities that machines don't have so we can thrive in this Smart Machine Age. Underlying them all is a sense of personal humility: honestly recognizing our limitations and working to mitigate them.
In nearly every industry, smart machines are replacing human labor. It's not just factory jobs-automated technologies are handling people's investments, diagnosing illnesses, and analyzing written documents. If we humans are going to endure, Edward Hess and Katherine Ludwig say we're going to need a dose of humility.
We need to be humble enough to let go of the idea that “smart” means knowing the most, using that information quickest, and making the fewest mistakes. Smart machines will always be better than we are at those things. Instead, we need to cultivate important abilities that smart machines don't have (yet): thinking critically, creatively, and innovatively and building close relationships with others so we can collaborate effectively. Hess and Ludwig call this being NewSmart.
To develop these abilities, we need to practice four specific behaviors: keeping our egos out of our way, managing our thoughts and emotions to curb any biases or defensiveness, listening to others with an open mind, and connecting with others socially and emotionally. What all these behaviors have in common is, again, humility-avoiding self-centeredness so we can learn from and work with other humans. Hess and Ludwig offer a guide to developing these NewSmart abilities and to creating organizations where these qualities are encouraged and rewarded.
In nearly every industry, smart machines are replacing human labor. It's not just factory jobs-automated technologies are handling people's investments, diagnosing illnesses, and analyzing written documents. If we humans are going to endure, Edward Hess and Katherine Ludwig say we're going to need a dose of humility.
We need to be humble enough to let go of the idea that “smart” means knowing the most, using that information quickest, and making the fewest mistakes. Smart machines will always be better than we are at those things. Instead, we need to cultivate important abilities that smart machines don't have (yet): thinking critically, creatively, and innovatively and building close relationships with others so we can collaborate effectively. Hess and Ludwig call this being NewSmart.
To develop these abilities, we need to practice four specific behaviors: keeping our egos out of our way, managing our thoughts and emotions to curb any biases or defensiveness, listening to others with an open mind, and connecting with others socially and emotionally. What all these behaviors have in common is, again, humility-avoiding self-centeredness so we can learn from and work with other humans. Hess and Ludwig offer a guide to developing these NewSmart abilities and to creating organizations where these qualities are encouraged and rewarded.
For a lucky few, light conversation at parties and social events is a breeze. For the rest of us, there is Carol Fleming (bestselling author of It's the Way You Say It), who breaks even the shortest bit of small talk into an understandable process that anyone can master.
Much of your personal success hinges on the effectiveness of your personal communication skills. Whether or not new doors are opened to you may depend on how well you can meet one of life's most frustrating social challenges--starting and developing conversations with strangers, aka "small talk." Small talk is usually considered to be a light, pleasant, and safe verbal exchange, which allows people the time and association to get a sense of each other. It consists of introductions, exchange of personal information and interests when meeting new people and searching for a topic of mutual interest. According to Carol Fleming, conversationalist-extraordinaire, the business of small talk means:
-Bringing people together
-Facilitating understanding
-Finding friendships, building trust and maintaining relationships
-Developing your business
-Exposing you to different points of view
This book teaches you the concrete skills of social behavior, and promises to increase your understanding of what small talk is and what it does, while revealing the rituals and strategies for developing conversation. You may not think you have the "gift of gab," but Carol Fleming will convince you that you can master the fine art of small talk in all your business and social encounters.
Much of your personal success hinges on the effectiveness of your personal communication skills. Whether or not new doors are opened to you may depend on how well you can meet one of life's most frustrating social challenges--starting and developing conversations with strangers, aka "small talk." Small talk is usually considered to be a light, pleasant, and safe verbal exchange, which allows people the time and association to get a sense of each other. It consists of introductions, exchange of personal information and interests when meeting new people and searching for a topic of mutual interest. According to Carol Fleming, conversationalist-extraordinaire, the business of small talk means:
-Bringing people together
-Facilitating understanding
-Finding friendships, building trust and maintaining relationships
-Developing your business
-Exposing you to different points of view
This book teaches you the concrete skills of social behavior, and promises to increase your understanding of what small talk is and what it does, while revealing the rituals and strategies for developing conversation. You may not think you have the "gift of gab," but Carol Fleming will convince you that you can master the fine art of small talk in all your business and social encounters.
The much-anticipated sequel to the bestselling Life Reimagined (over 40,000 copies sold), this new guide to finding one's calling at work applies to all ages and stages of life.
The speed, scope, and turbulence of the working world has increased exponentially over the last decade-plus. Work hours are steadily increasing, and people's work lives now extend far past 65. With so much time spent on the job, it's more important than ever to find work that makes the most of your unique gifts, interests, and passions-to discover your true calling. That's exactly what bestselling authors Richard Leider and David Shapiro help you do in Work Reimagined.
The authors combine a thoughtful and practical discussion about finding your calling with advice and examples showing how to apply these ideas to your life. Through a unique Calling Card exercise-available online-that features a guided exploration of 52 "natural preferences" (such as Advancing Ideas, Doing the Numbers, Building Relationships, Performing Events) the book gives readers a new way to detect and reflect on the core of their life's work. They mix in dozens of inspiring stories featuring individuals who have found, or are in the process of finding, their calling. This is an inspiring, effective, and entertaining approach to discovering the work you were born to do, no matter what stage of life you are in.
The speed, scope, and turbulence of the working world has increased exponentially over the last decade-plus. Work hours are steadily increasing, and people's work lives now extend far past 65. With so much time spent on the job, it's more important than ever to find work that makes the most of your unique gifts, interests, and passions-to discover your true calling. That's exactly what bestselling authors Richard Leider and David Shapiro help you do in Work Reimagined.
The authors combine a thoughtful and practical discussion about finding your calling with advice and examples showing how to apply these ideas to your life. Through a unique Calling Card exercise-available online-that features a guided exploration of 52 "natural preferences" (such as Advancing Ideas, Doing the Numbers, Building Relationships, Performing Events) the book gives readers a new way to detect and reflect on the core of their life's work. They mix in dozens of inspiring stories featuring individuals who have found, or are in the process of finding, their calling. This is an inspiring, effective, and entertaining approach to discovering the work you were born to do, no matter what stage of life you are in.
Frequent keynote speaker and bestselling author of The Magic of Conflict (over 100,000 copies sold) and Journey to Center (over 20,000 copies sold) presents his radically simple centering technique as an effective antidote to our endemic “busy-ness.”
The problem for most Americans is not lack of income. A bigger, more widespread problem is the lack of discipline needed to adhere to long-term financial goals. This book shows readers how to make the mindset shift required to successfully plan for the future.
In most personal finance books you'll read, almost redundantly, that the road to wealth is made up of 80% behavior and 20% application. You'll also read that building wealth is about the long game and planning for the future. The overwhelming majority of successful financial planners know this to be true - so why are the bulk of young Americans still fixated on the get rich quick mentality? Because they haven't received adequate advice on how to identify their true motivations for building wealth - until now. In order to build wealth that lasts for generations, we must access our deepest desires, whether that is sharing with our community, security for our family, or leaving behind a legacy.
This book is designed to help people under 30 envision building multigenerational wealth by committing to a mindset of discipline that goes beyond retirement planning but instead, plan for a legacy. Yarnway walks readers through the different decades of their life, from the "roaring twenties" through the "thrifty fifties and beyond," explicitly showing how readers will be building intergenerational wealth at each stage. Wealth building isn't something that can be left until later - financial stability depends on the disciplined mindset that is created now.
In most personal finance books you'll read, almost redundantly, that the road to wealth is made up of 80% behavior and 20% application. You'll also read that building wealth is about the long game and planning for the future. The overwhelming majority of successful financial planners know this to be true - so why are the bulk of young Americans still fixated on the get rich quick mentality? Because they haven't received adequate advice on how to identify their true motivations for building wealth - until now. In order to build wealth that lasts for generations, we must access our deepest desires, whether that is sharing with our community, security for our family, or leaving behind a legacy.
This book is designed to help people under 30 envision building multigenerational wealth by committing to a mindset of discipline that goes beyond retirement planning but instead, plan for a legacy. Yarnway walks readers through the different decades of their life, from the "roaring twenties" through the "thrifty fifties and beyond," explicitly showing how readers will be building intergenerational wealth at each stage. Wealth building isn't something that can be left until later - financial stability depends on the disciplined mindset that is created now.
“This book reminds us of what we have in common: the power to create a good life for ourselves and for others, no matter what the world has in store for us.” -Michael J. Fox
Disabled people are strong. There is no group in history with more consistent experience at making their mark despite the deck being stacked against them. Al Etmanski's mission is to push back against ableism and show disabled people as authoritative sources on creativity, resilience, love, and meaning. In this inspiring book, he lays out ten lessons we can learn from the disabled, each one illustrated with stories of real people. Some names are familiar, like Stephen Hawking, Helen Keller, Stevie Wonder, Michael J. Fox, and Temple Grandin. Others less so, like Caroline Casey, who became the first Western female mahout (elephant rider) and rode solo across India despite being legally blind; Aaron Phillip, a trans woman with cerebral palsy who is a professional model; or Liz Etmanski, the author's daughter, a spoken-word poet and artist with Down syndrome. Recognizable or not, you will have no trouble relating to their stories and experiences and applying their insights to enrich your life.
Disabled people are strong. There is no group in history with more consistent experience at making their mark despite the deck being stacked against them. Al Etmanski's mission is to push back against ableism and show disabled people as authoritative sources on creativity, resilience, love, and meaning. In this inspiring book, he lays out ten lessons we can learn from the disabled, each one illustrated with stories of real people. Some names are familiar, like Stephen Hawking, Helen Keller, Stevie Wonder, Michael J. Fox, and Temple Grandin. Others less so, like Caroline Casey, who became the first Western female mahout (elephant rider) and rode solo across India despite being legally blind; Aaron Phillip, a trans woman with cerebral palsy who is a professional model; or Liz Etmanski, the author's daughter, a spoken-word poet and artist with Down syndrome. Recognizable or not, you will have no trouble relating to their stories and experiences and applying their insights to enrich your life.
In the age of identity politics, the fear of selling out is rampant-but Zheng and Hansen say there's nothing wrong with it and show how to do it without betraying your deepest values and beliefs.
What happens when you're a proud person of color, but you fall in love with a white person? What if you don't believe in working for megacorporations, but one offers you a six-figure salary, and you have a family to feed? Will you sell out, and is that wrong?
The truth is we're all sellouts. Our life circumstances change in ways we can't predict. Offering practical assessment scenarios and hard-hitting questions, Zheng and Hansen propose new ways of authentically thinking about marginalization, privilege, and self-interest, including five key components of ethically selling out:
• Lose the purity politics-you're a human being, not a model member of a group.
• Embrace your changing identities, roles, and expectations‑-see change as growth, not betrayal.
• Maintain a sense of meaning-hang on to your personal values as you navigate life's changes.
• Seek a chosen family and community-isolation only reinforces negative reactions to selling out.
• Constantly question your world-don't accept the status quo!
What happens when you're a proud person of color, but you fall in love with a white person? What if you don't believe in working for megacorporations, but one offers you a six-figure salary, and you have a family to feed? Will you sell out, and is that wrong?
The truth is we're all sellouts. Our life circumstances change in ways we can't predict. Offering practical assessment scenarios and hard-hitting questions, Zheng and Hansen propose new ways of authentically thinking about marginalization, privilege, and self-interest, including five key components of ethically selling out:
• Lose the purity politics-you're a human being, not a model member of a group.
• Embrace your changing identities, roles, and expectations‑-see change as growth, not betrayal.
• Maintain a sense of meaning-hang on to your personal values as you navigate life's changes.
• Seek a chosen family and community-isolation only reinforces negative reactions to selling out.
• Constantly question your world-don't accept the status quo!
Based on the New York Times bestseller The Body Is Not an Apology, this is an action guide to help readers practice the art of radical self-love both for themselves and to transform our society.
Readers of The Body Is Not an Apology have been clamoring for guidance on how to do the work of radical self-love. After crowdsourcing her community, Sonya Renee Taylor found her readers wanted more concrete ideas on how to apply this work in a larger social and structural context. Your Body Is Not an Apology is the action guide that gives them just that-tools and structured frameworks they can apply immediately to start changing the world. Taylor guides readers with concrete ideas and, as always, practical applications that move us beyond theory and into doing and being radical self-love change agents in the world. This workbook, along with the new edition of the book, will put people in action in their organizations, in politics, in their doctor's offices, and at their jobs.
Readers of The Body Is Not an Apology have been clamoring for guidance on how to do the work of radical self-love. After crowdsourcing her community, Sonya Renee Taylor found her readers wanted more concrete ideas on how to apply this work in a larger social and structural context. Your Body Is Not an Apology is the action guide that gives them just that-tools and structured frameworks they can apply immediately to start changing the world. Taylor guides readers with concrete ideas and, as always, practical applications that move us beyond theory and into doing and being radical self-love change agents in the world. This workbook, along with the new edition of the book, will put people in action in their organizations, in politics, in their doctor's offices, and at their jobs.
Kick fear-based living to the curb and discover exactly how to manifest the life of your dreams!
Drawing on two decades of experience working with high achievers, motivational expert Delatorro McNeal teaches people how to achieve their dreams for a fuller life. He shares seven steps for excellence alongside key lessons on how to widen your experiences and perspectives and deepen your relationships, impact, and fulfillment. As a lifelong biker, McNeal uses a motorcycle metaphor to describe the differences between living life by shifting into a higher gear versus being on cruise control. He outlines how to:
• Lean into changes you seek
• Put your kickstand up and turn excuses into declarations
• Fuel yourself with faith over fear
• Navigate the flow of your emotions
• Maintain your engine for a smoother long-term ride
• Embrace the potholes you'll encounter along your journey
• Shift through the four gears of life and business
This book will help you stop procrastinating, throw out your excuses, achieve your goals at an accelerated rate, and prepare for the ride of your life.
Drawing on two decades of experience working with high achievers, motivational expert Delatorro McNeal teaches people how to achieve their dreams for a fuller life. He shares seven steps for excellence alongside key lessons on how to widen your experiences and perspectives and deepen your relationships, impact, and fulfillment. As a lifelong biker, McNeal uses a motorcycle metaphor to describe the differences between living life by shifting into a higher gear versus being on cruise control. He outlines how to:
• Lean into changes you seek
• Put your kickstand up and turn excuses into declarations
• Fuel yourself with faith over fear
• Navigate the flow of your emotions
• Maintain your engine for a smoother long-term ride
• Embrace the potholes you'll encounter along your journey
• Shift through the four gears of life and business
This book will help you stop procrastinating, throw out your excuses, achieve your goals at an accelerated rate, and prepare for the ride of your life.
Bestselling authors adrienne maree brown and Sonya Renee Taylor create an unforgettable and transformational experience of journaling your way into your most authentic self.
This journal will help you claim permission to live your purpose. Based on the bestselling philosophies of radical self-love, emergent strategy, and pleasure activism, this journal gives you permission to love yourself deeply as you are.
Journaling to these prompts will help you surrender to your body's needs instead of forcing yourself into cramped disciplines. It will encourage you to become awed by the natural beauty of your divine self instead of being rampantly self-critical. It will aid you in embracing your shadows and accepting responsibility for your impact all while liberating you to just be.
This structured journal provides six key practices, with prompts for each practice that center on curiosity, surrender, grace, and satisfaction.
This journal will help you claim permission to live your purpose. Based on the bestselling philosophies of radical self-love, emergent strategy, and pleasure activism, this journal gives you permission to love yourself deeply as you are.
Journaling to these prompts will help you surrender to your body's needs instead of forcing yourself into cramped disciplines. It will encourage you to become awed by the natural beauty of your divine self instead of being rampantly self-critical. It will aid you in embracing your shadows and accepting responsibility for your impact all while liberating you to just be.
This structured journal provides six key practices, with prompts for each practice that center on curiosity, surrender, grace, and satisfaction.
The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.
The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.
This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience-something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic.
Handling complaints doesn't have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business.
The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.
This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience-something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic.
Handling complaints doesn't have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business.