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Astute managers and entrepreneurs already know that customer loyalty is a necessity for profitable businesses in the '90s and beyond, and they have invested in this knowledge by initiating a wide variety of quality service programs intended to dazzle customers. But while providing dazzling service may tender short-term customer satisfaction, it is a costly and unsustainable approach. Long-term success depends on replacing the superficial transaction-oriented approach with the deeper commitment of partnership-the essence of a value-based approach to serving customers.
Describing the qualities that embody this deeper commitment, Customers As Partners provides examples from the corporate world, small service businesses, and personal experience. Illustrating each key principle with anecdotes and stories, this book shows how all lasting business relationships share the same partnership attributes as a friendship or marriage, and how each is:
- grounded in an attitude of generosity,
- bolstered by a sense of trust,
- propelled by a joint purpose or shared vision,
- served by honesty,
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characterized by a sense of balance, and
- infused with an element of familiarity and ease.
Customers As Partners vividly shows how to achieve lasting success by creating sustaining personal bonds-the true source of a company's profitability. This ground-breaking work provides insights on how to keep the quality of these relationships central in every interaction. It offers a model of partnership where customers offer valuable feedback, support your business by recommending you to others, and forgive mistakes because they feel a reciprocal long-term commitment.
Agile transformations are supposed to make organizations modern, competitive, and relevant. But in the rush to jump on this latest bandwagon, many leaders make the mistake of adapting superficial versions of Agile techniques, only to find that their organizations are just marginally better versions of their previous selves. Jesse Fewell's book cuts through the “quick fix” hype of Agile theory and uses decades of Agile coaching experience to unpack the mistakes that hold organizations back. He identifies the seven common leadership moves that can be used to unblock stalled Agile transformations. Once you understand these moves, you'll be able to do the hard work of building a wholeheartedly Agile organization: your transformation will go more than skin deep. Based on case studies from the field, this book unapologetically engages with the messiness of organizational culture and process change and will help you navigate those challenges in a way that works for your own people.
Many of today's social and environmental problems-homelessness, gun violence, fracking, prison privatization, and many more-resist resolution because the “rights of property” undermine the rights of people. The law attaches the power to rule to pooled wealth, which is owned by a minority. This situation is crippling communities, harming people, and destroying our world.
Ben Price tells the story of how the Federalists secretly drafted the Constitution as a counter-revolutionary document. It restored to the colonial 1% privileges overturned by the revolution, avoiding a popular backlash by bestowing rights on wealth itself, rather than creating a British-style personal aristocracy. These rights of property deprive the majority of their ability to self-govern and weaponize government in ways that let the opulent minority use corporations and the Constitution itself to block local policies that compete with their interests. These problems go far deeper than Citizens United or any other Supreme Court ruling; they are embedded in the very structure of our Constitution, law and government. But Price describes the community rights movement that is challenging the rights of property, and what we all can do to return America to what the revolutionary generation intended.
Dig Your Heels In is a playbook that empowers women to win at the corporate achievement game and be a catalyst for positive progress. It tackles the critical need to engage, advance and retain women in the workplace, for the financial success of the business and for the benefit of their women employees.
This is the first book of its kind to truly arm women to hold their ground and play the long game, staying and advancing in corporate careers. If the reader Digs Her Heels In at the company that pays her paycheck today, she can transform the company into the one that she deserves, for herself and for future generations of women entering the workforce.
Dig Your Heels In is the roadmap that shows women how increasing their breadth of experience gives them more power to identify opportunities for and effect innovative and equitable change. This book is critical for women from the entry level to the executive level. Dig Your Heels In is also a critical resource for leaders in the C-suite and those leading Human Resources, Talent Management and on the front lines of recruitment who can drive enterprise wide changes to build programs that strengthen engagement and retention. Every reader will learn the ten big bold moves to achieve the career they desire and build the company and culture they deserve.
