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Raving Fans
Raving Fans
Hardcover      ISBN: 0688123163

"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans."

This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.

Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.

America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.

The Balanced Scorecard
The Balanced Scorecard
Hardcover      ISBN: 0875846513
The Balanced Scorecard translates a company's vision and strategy into a coherent set of performance measures. The four perspectives of the scorecard--financial measures, customer knowledge, internal business processes, and learning and growth--offer a balance between short-term and long-term objectives, between outcomes desired and performance drivers of those outcomes, and between hard objective measures and softer, more subjective measures. In the first part, Kaplan and Norton provide the theoretical foundations for the Balanced Scorecard; in the second part, they describe the steps organizations must take to build their own Scorecards; and, finally, they discuss how the Balanced Scorecard can be used as a driver of change.
Webster's New World Robert's Rules of Order Simplified and Applied: Simplified and Applied
Webster's New World Robert's Rules of Order Simplified and Applied
Simplified and Applied
2nd Edition    Paperback      ISBN: 0764563998

This is the clearest, most useful guide to parliamentary procedure, now with new information on effective and reliable procedures for nominations, elections, ballots, balloting, and ballot counting.

Evaluation in Organizations: A Systematic Approach to Enhancing Learning, Performance, and Change
Evaluation in Organizations
A Systematic Approach to Enhancing Learning, Performance, and Change
Hardcover      ISBN: 0738202681

From new product launches to large-scale training initiatives, organizations need the tools to measure the effectiveness of their programs, processes, and systems. In Evaluation in Organizations, Darlene Russ-Eft and Hallie Preskill integrate the most current research with practical application to provide the definitive resource on organizational evaluation for managers, human resource professionals, and students and teachers alike. From designing surveys and interviews to analyzing data to communicating results, the authors present a systematic and rigorous approach to conducting evaluations and using them to foster learning and enhance performance at all levels.

Swoosh: Unauthorized Story of Nike and the Men Who Played There, the
Swoosh
Unauthorized Story of Nike and the Men Who Played There, the
Paperback      ISBN: 0887306225

The unauthorized national-bestselling sensation revealing the absorbing story of the rise, fall, and recovery of Nike, by a former employee and a Los Angeles Times reporter.

The Art of the Long View: Planning for the Future in an Uncertain World
The Art of the Long View
Planning for the Future in an Uncertain World
Paperback      ISBN: 0385267320

What increasingly affects all of us, whether professional planners or individuals preparing for a better future, is not the tangibles of life--bottom-line numbers, for instance--but the intangibles: our hopes and fears, our beliefs and dreams. Only stories--scenarios--and our ability to visualize different kinds of futures adequately capture these intangibles.

In The Art of the Long View, now for the first time in paperback and with the addition of an all-new User's Guide, Peter Schwartz outlines the "scenaric" approach, giving you the tools for developing a strategic vision within your business.

Schwartz describes the new techniques, originally developed within Royal/Dutch Shell, based on many of his firsthand scenario exercises with the world's leading institutions and companies, including the White House, EPA, BellSouth, PG&E, and the International Stock Exchange.
The Present: The Gift That Makes You Happy and Successful at Work and in Life
The Present
The Gift That Makes You Happy and Successful at Work and in Life
Hardcover      ISBN: 0385509308

Another Spencer Johnson #1 Bestseller
#1 "New York Times Business"
#1 "Wall Street Journal"
"#1 BusinessWeek
"From the Author of "Who Moved My Cheese?
"Dr. Spencer Johnson's stories of timeless, simple truths have changed the work and lives of millions of readers around the world. Now comes an insightful new tale of inspiration and practical guidance for these turbulent times.
Good Things Happen To Those Who Open The Present
The Gift That Makes Your Work And Life Better Each Day
For over two decades, Spencer Johnson has been inspiring and entertaining millions with his simple yet insightful stories of work and life that speak directly to the heart and soul. The Present is an engaging story of a young man's journey to adulthood, and his search for The Present, a mysterious and elusive gift he first hears about from a great old man. This Present, according to the old man, is "the best present a person can receive."
Later, when the young boy becomes a young man, disillusioned with his work and his life, he returns to ask the old man, once again, to help him find The Present. The old man responds, "Only you have the power to find The Present for yourself." So the young man embarks on a tireless search for this magical gift that holds the secret to his personal happiness and business success.It is only after the young man has searched high and low and given up his relentless pursuit that he relaxes and discovers The Present--and all of the promises it offers.
The Present will help you focus on what will make you happier and more successful in your work and in your personal life, today Like the young man, you may find that it is the best gift you can give yourself.
www.ThePresent.com

The Art of the Market: Two Centuries of American Business As Seen Through Its Stock Certificates
The Art of the Market
Two Centuries of American Business As Seen Through Its Stock Certificates
Hardcover      ISBN: 1556709382

A colour illustrated study of the artwork of American stock certificates from the past two centuries.

Discovering the Soul of Service
Discovering the Soul of Service
Hardcover      ISBN: 0684845113

This wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining long-term success.

In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field.

From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of savvy business practice, but of humane values. In all fourteen award-winning companies -- Bergstrom Hotels, The Charles Schwab Corporation, Chick-fil-A, The Container Store, Custom Research Inc., Dana Commercial Credit, Dial-A-Mattress, Enterprise Rent-A-Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St. Paul Saints, USAA, and Ukrop's Super Markets -- values-driven leadership connects with strategic focus, executional excellence, control of destiny, trust-based relationships, generosity, investment in employee success, acting small, and brand cultivation to drive customer satisfaction, innovation, and growth. Dedicating a chapter to each of these nine drivers, this book is the most far-reaching and insightful vision ever presented of the principles and step-by-step actions that continuously bring success to life in a company.

Berry's comprehensive model reveals the soul that underlies the strategies and day-to-day operations of great service companies, guiding the thousands of daily decisions of individual employees. Clear, compelling, pathbreaking, Discovering the Soul of Service is essential reading for managers everywhere.
Less Is More: How Great Companies Use Productivity As a Competitive Tool in Business
Less Is More
How Great Companies Use Productivity As a Competitive Tool in Business
Hardcover      ISBN: 1591840015

From the author of the bestselling It's Not the Big That Eat the Small, It's the Fast That Eat the Slow comes a vital new guide to increasing business productivity without adding employees or other overhead costs

Managers and CEOs are always looking for ways to keep productivity high, and recent economic shakiness has only reinforced their need. Now Jason Jennings, a bestselling author and international business consultant, offers a groundbreaking look at how to boost productivity and your bottom line.

In Less Is More, Jennings shares tested and successful programs from the leading giants in industry and presents new trends that businesses of all sizes will be able to implement. Inside, you'll learn how to: increase sales 300 percent without increasing head countbecome 10 times more efficientkeep track of every pennyuse technology and automation in your favor

Written in the same breezy, informative style of Jennings's previous book, Less Is More is sure to join its predecessor on bestseller lists nationwide.