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Talking to Crazy: How to Deal with the Irrational and Impossible People in Your Life Mark Goulston AMACOM (2015) There’s an old Quaker saying: “All the world is mad except me and thee, and sometimes I wonder about thee.” Psychiatrist…
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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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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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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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The roots of organic growth
There are many paths to growth, and high performers take more than one—supported by reinforcing capabilities such as advanced analytics and digital customer-experience management. Here is a brief excerpt from an article written by Kabir Ahuja, Liz Hilton Segel,…
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