How companies can improve customer service and enhance brand loyalty through their employees.
● New thinking on customer service based on principles from psychology, sociology, philosophy and neuroscience.
● Tried and tested approach worldwide, including the acclaimed Ritz Carlton hotel chain.
● Aimed at managers, executives, HR professionals who are seeking a better connection between their company and customers.
● New paperback edition of an increasingly influential book in HR and management.
Alan Williams is the Managing Director of Servicebrand Global, a consultancy that specialises in customer service. Alison Whybrow is an award-winning Chartered and Registered Psychologist.
The burgeoning array of literature on ethical behaviour tends to focus on what’s happening at the extremes – either owner managers of start-ups built around a strong moral crusade, or large corporations undergoing change due to the personal epiphany of a forward-thinking CEO.
This book, however, is directed at the middle ground – individuals who want their companies to adopt more ethical and sustainable practices, but don’t know where to start. The 50 ideas and techniques in this book provide direction to help society and the planet, while preserving the bottom line.
Author: Sarah Duncan
In fast-paced turbulent business markets, company boards need greater agility and will find it necessary to be conscious of innovation and technological progress. They ought to encourage companies to explore and value creativity at all levels, to remove red tape from the company's culture and to stimulate the entrepreneurial spirit.
This book addresses the most pressing changes companies will undergo over the next five years. It illustrates the way directors should behave and how company boards should approach certain issues. The 2020 Board explains that the boards of directors are key to the leadership of a business and in making sure that everything is done ethically and legally in all markets where the company operates.
Author: Pedro Nueno
: LID Publishing
: 234 x 156mm
Number of pages
: 192 pp
A powerful tool for anyone in employment, no matter what their field, The Recognition Book examines the traits, behaviors, and skills fundamental to doing an excellent job an demonstrates how to shine in today's competitive corporate world. Packed with case studies, practical tools, techniques, hint and tips, the book is a useful reference guide for all.
This unique and engaging book is essential reading for anyone wanting to stand out from the crowd and become the model employee. Whether you work for a multi-national or small business, whether you have just started your career or you're a seasoned executive, this guide will help you develop and hone all the attributes that make you invaluable to your employer.
Author: Paul F. Warriner
Publisher: LID Publishing
Number of pages: 128
How engaged are your employees, really? Companies talk about ‘employee engagement’ and they accept its importance, yet strangely, they adopt out-dated methods when analysing and measuring this engagement.
A leading engagement expert offers a new framework for taking the genuine pulse of a company – so that leaders and management can truly understand how their people are feeling and know what actions to take that result in better performance. Based on making results instantly and transparently available, and then determining with employees the real factors that lie within their feelings, managers can more easily assess the way they need to approach an issue. If, as the cliché goes, ‘people are a company’s greatest asset’, then ensuring their close engagement is essential for any company. This book argues powerfully for a radical new approach to employee engagement, based on understanding the minds and emotions of the people who work in organizations.
Author: Matt Stephens
The rehumanization of leadership has become one of the most pressing issues of our times. This book offers an antidote to the linear and fragmented leadership models that emerged out of the industrial age.
The authors make a compelling case for purpose, empathy and caring to become the strategic driving forces for organizations in a disruptive and complex world. This book provides you with the simple tools and the mindset that you need to lead your organization into the 21st century.
Author: Michael Chavez & Sudhanshu Palsule
Are you open to change? Are you aware of how much change your organisation is facing in the future? The simple truth is that business environments are under constant change, becoming more complex, volatile, and unpredictable day-by-day. Having the ability to prepare and plan for change and not just adapt to it is the only way one can survive in both business and in life. Yet countless studies tell us how difficult it is for individuals and organizations to change. Why? Because change creates an identity crisis which threatens our self-esteem, our sense of financial security and our belief systems.
In this book, author Lior Arussy explores the reasons why we resist change and how to develop a new competence; change resilience. The book provides a step-by-step guide to help us approach change from a point of strength. Through vivid examples involving organizations ranging from Mercedes-Benz, Disney, Kia, Kennedy Center, Zappos, and other Fortune 500 companies, Arussy presents his proven methodology to improve `change resilience' and help leaders and their employees embrace change with passion and excitement for business success.
Author: Lior Arussy
234 x 156mm
Number of pages:
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Today, we live and do business in a world where society gathers knowledge faster than it gathers wisdom. It is a world of continuous revolution and change. Those who manage to find, structure and exploit the power of "Wild Knowledge" - ie, the untamed data, learnings and experiences that flourish in our lives and minds - will come out the winners. In combination, we need to develop our ability to understand and judge which aspects of that knowledge are applicable to business and life in general. This is the so-called "Vicious Wisdom" which will force you to unlearn, to choose an approach of unthinking, in order to reach a deeper understanding, meaning and reason in your quest to find new and different solutions. This book, written by a leading futurist/philosopher, presents a powerful and radical approach to thinking about and solving our future lives and businesses.
Author: Anders Indset
Publisher: LID Publishing
FORMAT: 178 x 111mm
Number of pages: 224pp
The tools and capabilities available to today’s HR professionals provide a unique position that, when used correctly, can lead to that all-important – and highly coveted – role at the leadership table. But how to get there?
In this updated second edition, Trehan has distilled all her experience as a global leader into a series of easily digestible chapters designed to help today’s HR professional attain and keep a seat at the corporate decision-making table. Trehan offers specific strategies and frameworks for reframing the HR professional’s understanding of their role within the company, including viewing the corporation not from the HR fishbowl, but rather from the vantage point of the CEO’s office.
Author: Rita Trehan
We are dizzy trying to keep up with the constant flood of newness across every aspect of our lives. And it's clear that some of our biggest companies are facing similar challenges. Each week another big brand name fails. Why is this?
Change is like a wave: it has both amplitude and frequency. The last century was about change of great amplitude, big waves washing over the whole society. But this century is about high frequency change: rapid, smaller waves, each powerful enough to disrupt an industry. This book explains how we can understand high frequency change, what drives it, and how we must respond by changing the way we run our organisations - and our lives.
Author: Tom Cheesewright
: LID Publishing
: 216 x 138mm
Number of pages
: 224 pp
Employees around the world are deprived of honest objective feedback, and the higher you go in the organisation, the less feedback you are going to get. Researchers confirmed that the less facetime employees have with their managers, the more impact seeking and receiving feedback will have on their performance.
Gorbatov and Lane propose a simple, systematic approach to giving fair and honest feedback, in ways that improve performance and prove that, if done properly, feedback simultaneously improves performance while engaging and developing employees.
Author: Sergey Gorbatov & Angela Lane
Number of pages: 240
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