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Make customer feedback work for your business. Customers are speaking loud and clear through a miriad of mediums. Evidence shows that customers will no longer stand for the hurried and complacent service that has become the norm. They are looking for a positive, memorable experience. Organizations that provide that level of service will earn their loyalty. Customers base their decisions on nothing more than a positive or negative review of your product and/or service. Pay Attention! paves the way. Your company wins when you: Understand Customer Expectations Embrace and implement The RATER Factors Define who you are and what you offer Become E.T.D.B.W. (Easy To Do Business With) Connect with your audience in all mediums React appropriately and respond immediately to customer feedback Recover sincerely when things go wrong All you need is to Pay Attention!

The flurry of M&A deals announced in 2011, including AT&T's agreement to acquire T-Mobile USA, ConAgra's proposed bid for Ralcorp, and eBay's acquisition of GSI Commerce, indicate that M&A has returned, and is perhaps headed back to the levels seen before the financial crisis. Most firms of a certain size will turn to it in their search for growth, forcing almost all managers to face up to the challenge of integration at some point their career. For many managers it is often their first, and only time and M&A is high on the list of things that many managers hate. According to many studies, 50 to 75% M&A transactions turn out to be a failure. One of the main reasons for failure is late or wrong integration or bad integration management. There is a significant demand for more information on best practice in Post Merger Integration. This book intends to equip those managers for the task… Danny Davis demonstrates how to handle the post-merger integration process and show how to restructure, consolidate, reduce costs, create efficiencies and perform M&A, from smaller transactions to mega-mergers. The focus is on integration planning and delivery. The book combines a general/strategic view with detailed information of how to actually conduct a Post Merger Integration via very practical tools and check lists that will prove essential in delivering change before, during and after transactions as well as to ensure their success.

You can achieve anything when you know how to put your mind to it We all know that a positive mental attitude can work wonders… but there's so much more to it than that. With the right coaching you can move from positive attitude to determined success magnet! Mark Rhodes trains people every day on just how to achieve that level of concentrated resolve. In this book he'll show you how to build the mindset you need to achieve your goals and dreams and start to notice more opportunities and have the confidence to act on them. Whilst NLP based, no prior knowledge of NLP is needed! Mark keeps the science in the background. And don't worry, he doesn't ask us to trust the powers of the Universe and have 'faith' that it will work. Mark's steps are practical and actionable, using real examples. Think Your Way to Success will supercharge your performance, helping you to: • Map out exactly what you want to achieve • Find the confidence to act on opportunities • Use visualization to get results • Conquer your fears and phobias • Beat the “I can’t” virus and shake off limiting beliefs Praise for the book: «I know that there are hundreds of people who are more focused and more successful today because of the help Mark has given them.» Bev James, CEO of The Coaching Academy “The perfect antidote to negativity and a powerful reminder that attitude changes everything.” Guy Rigby, Director – Head of Entrepreneurs, Smith & Williamson Limited, author of From Vision to Exit “This book shows the really important things about mind power so that you will be able to emulate Mark’s success. Keep it with you and read it over and over again!” Ron G Holland, author of Talk & Grow Rich “Mark Rhodes has given NLP a new look… I recommend it to NLPers everywhere…” Dr Richard Bandler, Co founder of the field of NLP, Author of The Secrets of Being Happy

BOUNCE BACK FROM WHATEVER LIFE THROWS AT YOU Stressful situations are a fact of life. Job insecurity, financial burden, relationship doubt are all too familiar. Some people approach them with confidence and poise, facing change and challenges head on. Others back away slowly into a corner and become quivering wrecks at the mere thought of them. So what is it that makes some people cope with these adverse situations so well? It’s not about what is happening to you, but how you react to it. It’s about your resilience. Happiness guru Liggy Webb is here to help us all find positivity and inner strength to cope with stressful situations. Arming you with a personal toolkit to handle day to day challenges, and providing strategies for thriving in uncertain times Liggy shows you how to increase your ‘bouncibility’ and bounce back from whatever negative things life throws at you. • Timely topic with governments across the world promoting happiness on the one hand and dealing with vast economic uncertainty and austerity on the other • Easy to digest, anecdotal and practical guide with lots of common sense advice • Contains timely examples and tips tailored for coping with difficult times

How and why the ability to connect with strangers is vital to business success Good communication with colleagues and clients is an important aspect of doing business successfully. But if you're only talking to your associates, you're missing out on half the story and leaving money on the table. Start with «Hello» reveals how the most successful businesspeople and leaders share an overlooked and underappreciated talent—the ability to engage and communicate with strangers in productive, creative ways. Put simply, people like to do business with people they know, like, and trust. So get to know more people! Even if you don't think of yourself as the most outgoing person, you can learn to be more open and engaging to strangers. The book explains simple, key aspects of communication that make it easy to connect with new people, including behavioral styles, body language, and eye contact. Add together simple tips for starting conversations and following-up on them, and you'll be well on your way to making the business connections that count. Features straightforward guidance for anyone who needs help building new connections with new people Written by a high-profile expert and thought leader in the art of relationship building Includes real stories that reveal how often chance meetings and conversations develop into profitable business relationships In a small, hyper-connected world, today's stranger might be tomorrow's client. If you want to boost your business prospects in simple, practical ways, Start with «Hello» is the resource for you.

Financial statements hold the key to a company's fiscal health—so learn to read them! In order to gauge a company's health—as well as the competition's—managers must know how to properly read and understand financial statements. The Business Owner's Guide to Reading and Understanding Financial Statements will introduce managers and business owners to various types of financial statements and explain why they are important. Serving as a desktop reference, especially for managers without a strong background in finance, this book will discuss the difference between internal and external financial statements and explain how they can be used for financial decision-making in order to avoid common missteps. Whether you're planning for major capital projects or simply managing the fiscal aspects of your department, this nontechnical, results-driven guide will arm you with the fundamentals to: Understand the budget process and why it is important Manage assets and track inventory Gauge profitability Monitor success throughout the year using internal reporting Set prices and make key cost decisions Financial statements are essential to determining a company's fiscal health. Understand where your company stands so that you can make informed decisions about its future.

In a competitive age, thought leadership has emerged as a subtle but powerful way to grow your business, establish credibility and demonstrate expertise, build your profile and forge relationships with prospects and customers. Thought leadership material can take many forms, including public speaking, websites, the media, advertising, writing books, online forums, webinars and blogging. This book will show you how to take your great ideas and craft them into a clear point of view which can influence others. The book is organised into three parts: 1. Think: Defines thought leadership and how to transform your great ideas into effective thought leadership material. 2. Write: Shows you how to articulate your ideas into effective communication. 3. Grow: Demonstrates how thought leadership can be marketed to grow your business and profile. Key features: Shows you how to go from expert to influential thought leader Written by Grant Butler, former Australian Financial Review journalist and now managing director of Australia's largest corporate writing firm. Explains techniques used by politicians, public figures and the CEOs of our biggest companies. Think Write Grow studies the techniques of the great communicators of recent times, from Barack Obama and Boris Johnson to Tim Flannery and Malcolm Turnbull.

If you heard there was a way to attract all the money you want, would you try it? It doesn't matter what's happened to you in the past or what your current situation is – you can live the life you want and never worry about money again. Earn More, Stress Less is your practical guide to living the law of attraction. It maps out a series of well-defined, realistic steps to help you get as much money as you want and put an end to financial worries. Successful people have been using these principles for hundreds of years. By following the powerful and eminently sensible steps outlined here, you can use the science of getting rich to realise your financial dreams too. You'll discover: A clear explanation of how the law of attraction works A way to decide exactly how much money you want Simple, clear actions to start attracting wealth Ways to stop worrying about money Easy steps to develop a daily routine to maintain your cash flow Examples, exercises, templates and how-to's Case studies of people who have used the Earn More, Stress Less method to great success Are you ready to give it a try? «An astonishing guide to attract all the money you want and transform your life. Highly recommended.» Dr. Joe Vitale contributor to The Secret and bestselling author of The Key and The Attractor Factor.

True inspiration from a true inspiration «…vibrant and instructional … fresh, original and devoid of the usual sound bites and transatlantic psychobabble of many books of this genre…» —The Independent on Sunday It's not always easy to embrace life, to get up and go, to follow your dreams and make things happen… imagine how much more difficult it must be to achieve your dreams after suffering from cancer as a teenager and losing your leg. But that's exactly what Marc Woods did. Marc overcame his challenges and went on to become a four times Paralympic Gold medalist. It's that determination and dedication that Marc shares with us in this powerful book. His inspiring story is the motivation we all need to start being the best we can be. This fully updated Second Edition includes a new chapter on Resilience. «Personal Best is a truly inspirational book, written with great honesty, compassion and humility. Marc's ability to overcome adversity and triumph in so many diverse areas is an example to us all.» —Sarah, The Duchess of York «Marc has a remarkable story and is an absolute inspiration.» —Roger Daltrey Personal Best will help you to: Set specific, measurable and achievable goals Learn to forge supportive teams and communicate with those around you Find role models and follow their example Learn to ignore other people's prejudices and not let them hold you back Deal with change—both change that you chose and change that you don't Manage stress both at home and at work Marc Woods is a five-time Paralympian. He has won 12 Paralympic medals as well as 21 other medals from championships around the world. He was a member of the British Olympic Athletes Commission and a founding member of the British Athletes Council. He works extensively with individuals, teams and global businesses, encouraging them to develop best practice within their given areas of interest. Approximately 25,000 people each year watch him deliver his motivational presentations.

We all have the capacity to be happy. There may be occasions in your life where this seems a challenging concept, however there are some very definite things that you can do to make sure that you are happy more often than not. After all, happy people get sick less often, they have more energy, are more creative, sustain more positive relationships and are more fun to be around. With the help of Liggy Webb, you can create your own personal happiness toolkit! How to be Happy will help you feel more self-empowered and in control of any situation, helping you progress in your work and personal life. You will learn how to: • Build your self-confidence to make the best of who you are • Be open to learning new things, to become more effective and creative • Develop an attitude of gratitude to appreciate life more • Encourage and sustain positive relationships • Build your resilience and emotional strength to cope with stress and manage change • Foster a healthy attitude and get fit for life You can make the decision right now to be happier if you really want to be. Life is what you make it – so learn how to be happy, effective and energetic – and watch how it inspires those around you.

A proven system for creating a clear and compelling business growth plan There are 15 million businesses in the United States, and 13 million of them don't utilize a planning process. Yet having a planning process is the most reliable predictor of whether a business will grow. The One Hour Plan for Growth provides a proven system for any business to create a clear and compelling business growth plan that fits on a single sheet of paper in about one hour. This book is a quick read, and you and your people stay energized and focused on your top priorities. Covers the six essential elements of the dynamic business growth plan: Vision, Mission, Values, Objectives, Strategies, and Priorities Previously the top-rated speaker for Stephen Covey's organization, the author is now a successful speaker and consultant with some of the world's finest small and mid-sized companies The book delivers a proven planning process that engages employees, develops leadership capacity, improves performance, and accelerates growth.

Think like the best and succeed like the best Ever wondered how some people always manage to succeed? Well wonder no longer, How to Succeed with NLP examines exactly how those people do it and breaks down everything you need to know to emulate their success. This energising book shows you how to change your mindset and alter your behaviour to become the most valuable asset in your company. The NLP techniques will provide any ambitious, eager person with the perfect toolkit to get ahead. You will learn how to; increase your confidence, improve your influencing skills, handle conflict situations, dispel anxious feelings, trust your intuition, create a rapport with others, be more effective in your communication, understand and use body language, define the results you want and set about achieving them.