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Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way Joseph A. Michelli McGraw-Hill David McCullough chronicles the stories of great Americans. Global consultant Michelli chronicles the stories of great customer service companies. In previous titles Michelli has dissected the…
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Leadership BS: Fixing Workplaces and Careers One Truth at a Time Jeffrey Pfeffer HarperBusiness Jeffrey Pfeffer is fed up. In his decades studying businesses as a Stanford professor he has seen “too many leadership failures, too many career derailments, and too many…
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Lead Right for Your Company’s Type: How to Connect Your Culture with Your Customer Promise William E. Schneider AMACOM (2017) A science-based system that can help eliminate the people problems an organization has now and prevent others from occurring Before…
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Why Should Anyone Work Here? What It Takes to Create an Authentic Organization Rob Goffee and Gareth Jones Harvard Business Review Press In their previous book, Why Should Anyone Be Led by You?, Goffee (a London Business School professor) and Jones (a…
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Here is a brief excerpt from an article written by Marc Brodherson, Jason Heller, Jesko Perrey, and David Remley for the McKinsey Quarterly, published by McKinsey & Company. They explain how top-performing companies use four key management practices to turn…
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In Building a StoryBrand (Nelson Books), Donald Miller offers a seven-part framework “that will change the way you talk about your business and perhaps the way you do business…Here is nearly every story you ever see or hear in a nutshell:…
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Here is a brief excerpt from an interview of Scott Richardson by Khushpreet Kaur for the McKinsey Quarterly, published by McKinsey & Company. To read the complete article, check out other resources, learn more about the firm, obtain subscription information,…
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Here is an excerpt from an article written by Liz Kislik for Harvard Business Review and the HBR Blog Network. To read the complete article, check out the wealth of free resources, obtain subscription information, and receive HBR email alerts,…
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A Step-by-Step Guide to Structuring Better Meetings
Here is an excerpt from an article written by Liane Davey for Harvard Business Review and the HBR Blog Network. To read the complete article, check out the wealth of free resources, obtain subscription information, and receive HBR email alerts,…
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