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In today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent twenty-five years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows how to design a strategy that leads both customers and employees through five distinct cultural phases – from «uncertainty» to «amazement.» By presenting dozens of case studies that show how great companies made this journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer – and shows how you can do it too. Hyken’s message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists.

Times have changed. Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of ‘service’ where the relationship between an organization and the customer is an integral part of the ‘product’ offering. The nation is suffering from a widespread lack of truly customer-satisfying service. We lack the very thing that we need to make this new paradigm work efficiently: service-ability. Organizations of all kinds are facing high customer churn, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Research shows that totally satisfying the customer is the only thing that will secure loyalty and offer significant competitive advantage. Yet still, on a daily basis we encounter service that frustrates us. Whilst the emergence of technology has no doubt brought efficiency to many areas of business activity, including the third sector, it has led to the standardised and indifferent service we regularly receive. We appear to have lost sight that people do business with people. Through efficient technology, our organisations may be serviceable but they are not service able. The arrival of Generation Y and the developments in social media, provide businesses with a whole new way to engage with their customers, but also provide a new way for customers to rate companies, products and services: not always in a positive manner. ‘Like’ or ‘#Fail’ have become part of our social language. Organizations that refocus on the need to treat customers in a way that satisfies them, and not the technology, will have better customer retention, lower costs of replacement and will build their brand value through better reputations. Service-Ability delves deeply into these areas to show how today’s managers need to re-think the way we structure, manage, lead and organize our companies to achieve total ‘customer-centric’ work cultures that develop lasting relationships with customers.

Proven and emerging strategies for addressing document and records management risk within the framework of information governance principles and best practices Information Governance (IG) is a rapidly emerging «super discipline» and is now being applied to electronic document and records management, email, social media, cloud computing, mobile computing, and, in fact, the management and output of information organization-wide. IG leverages information technologies to enforce policies, procedures and controls to manage information risk in compliance with legal and litigation demands, external regulatory requirements, and internal governance objectives. Information Governance: Concepts, Strategies, and Best Practices reveals how, and why, to utilize IG and leverage information technologies to control, monitor, and enforce information access and security policies. Written by one of the most recognized and published experts on information governance, including specialization in e-document security and electronic records management Provides big picture guidance on the imperative for information governance and best practice guidance on electronic document and records management Crucial advice and insights for compliance and risk managers, operations managers, corporate counsel, corporate records managers, legal administrators, information technology managers, archivists, knowledge managers, and information governance professionals IG sets the policies that control and manage the use of organizational information, including social media, mobile computing, cloud computing, email, instant messaging, and the use of e-documents and records. This extends to e-discovery planning and preparation. Information Governance: Concepts, Strategies, and Best Practices provides step-by-step guidance for developing information governance strategies and practices to manage risk in the use of electronic business documents and records.

The social media marketing bible for the financial industry The Socially Savvy Advisor: Compliant Social Media for the Financial Industry is the complete guide to creating an effective social media strategy without breaking the big rules. Written by an industry specialist Jennifer Openshaw, alongside Stuart Fross, Fidelity International's former general counsel, and Amy McIlwain, president of Financial Social Media, this book merges marketing basics with FINRA and SEC guidelines to help readers create an effective social media campaign specifically for the finance and investing world. Contributions from industry leaders at Charles Schwab, Citibank, and others provide inside perspective and experience so readers can tap into a new audience. With a focus on compliance, the book clears common hurdles while dispelling myths and outlining effective methods and techniques. Readers also gain access to a website featuring videos, Q & As, tutorials, Slideshare, and a social media policy template. Social media is one of the hottest topics in finance. From solo practitioners to large asset managers, everyone's consumed by how, when, and where to use this new and powerful medium—but guidance is hard to find. The Socially Savvy Advisor covers the entire issue, from platform, to content, to what not to do. Best practices in using social media for advisors and compliance officers Planning for the regulators, vs. failing to plan Challenges with LinkedIn, Facebook, Twitter and other social platforms Elements of a good social media policy Managing the top issues related to marketing and business development, engagement, and compliance With the right plan and the proper technique, social media marketing can dramatically improve client outreach and retention. The Socially Savvy Advisor provides the expert insight, tools, and guidance that shape a robust, effective strategy.

Insider secrets to competing-and winning-in the tech-savvy marketplace The new generation of technology savvy workers is changing the way we look at productivity. Agility uniquely describes how technology agility impacts your business's performance and can become a critical success factor. A must-read for leaders defining business strategy and technology implementation, the methodology it describes will show how to measure and drive technology adoption and the derived impact on business results. Includes international cases of various industries, from industry leaders Incorporates the ideas of flexibility, balance, adaptability, and coordination under one umbrella Uniquely describes how technology agility impacts business performance What differentiates Audi, BMW and Mercedes or GM? Understanding it can make or break the future of an organization. Agility makes it clear: the digital divide will be seen in those who take full advantage of the technology versus those merely have it.

A classic collection of titles from one of the most influential investors of all time: Philip A. Fisher Regarded as one of the pioneers of modern investment theory, Philip A. Fisher's investment principles are studied and used by contemporary finance professionals including Warren Buffett. Fisher was the first to consider a stock's worth in terms of potential growth instead of just price trends and absolute value. His principles espouse identifying long-term growth stocks and their emerging value as opposed to choosing short-term trades for initial profit. Now, for the first time ever, Philip Fisher Investment Classics brings together four classic titles, written by the man who is know as the «Father of Growth Investing.» Common Stocks and Uncommon Profits was the first investing book to reach the New York Times bestseller list. Outlining a 15-step process for identifying profitable stocks, it is one of the most influential investing books of all time Paths to Wealth Through Common Stocks, expands the innovative ideas in Fisher's highly regarded Common Stocks and Uncommon Profits, and explores how profits have been, and will continue to be made, through common stock ownership—asserting why this method can increase profits and reduce risk Also included is Conservative Investors Sleep Well and Developing an Investment Philosophy Designed with the serious investor in mind, Philip Fisher Investment Classics puts the insights of one of the greatest investment minds of our time at your fingertips.

Essential reading for IT professionals with aspirations toward the top IT spot, and for sitting CIOs looking to refine their mobile, social and cloud strategies and knowledge The definitive work on how to achieve leadership success in IT, Straight to the Top, Second Edition reveals how the role of the CIO is changing due to major trends associated with consumer and enterprise products and technologies driving new mobile solutions in today's organizations; cloud computing and the move away from controlled / internally managed data centers to pay as you use and elastic cloud infrastructure and application services; and the impact social media is having on today's complex organizations. Author Gregory S. Smith expertly coaches existing and aspiring CIOs on building the requisite skills through his observations and experience as a veteran CIO with more than twenty-five years of experience leading IT teams and delivering complex technical solutions in the information technology field. An invaluable guide to help information technology and business professionals recognize the qualities, skills, and expertise necessary to attain the role of a CIO or enhance the skills for sitting CIOs Equips IT managers, CIOs, and CTOs to strategically plan their career moves Packed with encouragement, advice, and essential skills for aspiring and sitting CIOs Features interviews with leading IT professionals, CIOs, and executive recruiting professionals Providing an organized and comprehensive view of the CIO job and its important role in modern organizations, Straight to the Top, Second Edition equips sitting CIOs and CIO candidates with the strategies and knowledge necessary to be successful in the new business normal – a mobile, social and cloud-based world, and how to provide technology leadership as a world-class CIO.

The promise and perils of Chinese stocks in American stock markets Betting on China takes readers on an illuminating journey into the often confusing and poorly understood world of Chinese stock issuances in America. With insightful qualitative and quantitative analysis, it looks at the phenomenon of equity and capital exchanged between the world's two largest economies and the implications for global finance. Written in an accessible narrative style and amply supported by hard data, the book examines the context and underpinnings of the Sino-American equity relationship, revealing its core dynamics through real-world case studies that range from the precedent-setting blockbuster IPO of China Mobile to the near breakdown of the U.S.-China equity exchange mechanism brought about by short seller attacks on Chinese concept stocks. Combining an insider's eye with an outsider's objectivity, American born author and Beijing-based consultant Robert Koepp explores the reasons and the means by which China, America, and the global economy reap enormous gains from the process of Chinese companies issuing equity shares on U.S. stock markets. Betting on China exposes the complexities and nuances of a vital but underappreciated pillar of modern international finance and offers a window into China's role as a dominant but still modernizing economic superpower. Analyzes on a macro- and microscale the forces that move Chinese companies to raise capital on NASDAQ and the New York Stock Exchange and what this means for the world at large Explores the real stories behind why and how China-based enterprises develop as public companies listed in the United States—and why government regulations need to work in support of and not against this force of market nature Shows that the «betting» on China that occurs through the U.S. equity market exchanges is critical for getting an accurate picture of China's position and prospects in our interactively connected global economy Detailed but accessible, Betting on China is essential reading for global finance professionals, policymakers and regulators, students of finance, people doing business in China, and anyone curious about China's place in—and impact on—the global economy today and in the years to come.

In today’s rapidly changing digital environment, Darwinism is alive and well. What’s the Future of Business doesn't just explore trends and theories; it introduces a dynamic, actionable path to transformation. —Evan Greene, CMO, The Recording Academy, Producers of the GRAMMY Awards Rethink your business model to incorporate the power of «user» experiences What’s the Future of Business? will galvanize a new movement that aligns the tenets of user experience with the vision of innovative leadership to improve business performance, engagement, and relationships for a new generation of consumerism. It provides an overview of real-world experiences versus «user» experiences in relation to products, services, mobile, social media, and commerce, among others. This book explains why experience is everything and how the future of business will come down to shared experiences. Aligns the tenets of user experience with the concepts of innovative leadership to improve business performance and engagement and to motivate readers to rethink business models and customer and employee relationships Motivates readers to rethink business models, products and services, marketing, and customer and employee relationships with desired experiences in mind Brian Solis is globally recognized as one of the most prominent thought leaders and published authors in new media, and is the author of Engage! and The End of Business as Usual! Discover how user experience design affects your business, and how you can harness its power for meaningful revenue growth

Good conversation is at the heart of networking, meetings, interviews, negotiations and raising your profile. It can ease your way in work, enabling you to build alliances, create strong relationships with staff, bosses and clients, succeed at interviews, motivate and inspire. But conversation is something most of us were never taught! We learn to speak as babies, but how conversation actually works is something most of us pick up only haphazardly, and many have yet to learn. Why is it some of us are stuck for words, but others blabber or can’t stop? What is it that some people have naturally which enables them to converse comfortably and easily, to engage people and build better relationships? The Art of Conversation will show you step by step how to converse skillfully and enjoyably with other people, at home, at work, on the phone and in the street- even if you’re daunted now, discover the difference good conversation can make in every aspect of your life. Learn to: -Overcome the most common block to good conversation- fear; find out how to break the silence and keep the conversation going – Understand the different types of conversation and how they work- which topics and language are suitable for the occasion – Learn simple methods for being heard and understood, including speaking clearly and audibly, listening well and using non-verbal communication – Find out how to hold a conversation in tricky situations, including how to disagree, how to speak to those in authority and people you find difficult -Use conversation to form relationships, improve friendships, make the sale, chat people up, to learn, influence and persuade.

Silver Medal Winner, Social Networking, 2012 Axiom Business Book Awards Silver Medal Winner, Business and Leadership, 2012 Nautilus Book Awards The official word from Twitter on how to harness the power of the platform for any cause. As recent events in Japan, the Middle East, and Haiti have shown, Twitter offers a unique platform to connect individuals and influence change in ways that were unthinkable only a short time ago. In Twitter for Good, Claire Diaz Ortiz, Twitter’s head of corporate social innovation and philanthropy, shares the same strategies she offers to organizations launching cause-based campaigns. Filled with dynamic examples from initiatives around the world, this groundbreaking book offers practical guidelines for harnessing individual activism via Twitter as a force for social change. Reveals why every organization needs a dedicated Twitter strategy and explains how to set one Introduces the five-step model taught at trainings around the world: T.W.E.E.T. (Target, Write, Engage, Explore, Track) Author @claired is the head of corporate social innovation and philanthropy at Twitter, collaborating with organizations like Nike, Pepsi, MTV, the American Red Cross, charity:water, Room to Read, the Gates Foundation, the Skoll Foundation, the Case Foundation, National Wildlife Federation, Kiva, the United Nations, Free the Children, Committee to Protect Journalists, Partners in Health, FEMA, Ushahidi, The Acumen Fund With more than 200 million users worldwide, Twitter has established itself as a dynamic force, one that every business and nonprofit must understand how to use effectively.

Never before have Australians worked so hard yet felt so unhappy. With anxiety rising at unprecedented levels, now is the time to stop and consider whether there could be another way to live. We renovate our houses, but what about our lives? The Great Life Redesign is an inspirational yet practical guidebook to help you reshape the life you have to create one you'll love. The Great Life Redesign is an inspiring guidebook to help you reshape the life you have to create one you'll love. The practical, simple to apply techniques and inspiring personal stories included in this book will show you how. Learn the secrets of one-on-one coaching with Caroline Cameron, an executive, career and lifestyle coach. Based on her experiences working with hundreds of professionals across Australia and beyond, she steps you through the process of designing a blue print for the life you really want. Key features: Helps the reader to create a blue print for making real and actionable change, including career, relationships, wealth and finances, health, home, personal growth, environment, leisure and spirituality. Use to instantly repair parts of your life that could be better or as a step-by-step plan for a major life renovation. Includes practical, simple to apply techniques and inspiring personal stories Written for professionals, middle income, burnt-out city slickers, corporate refugees, disillusioned 30-somethings, mid life crisis sufferers, baby boomers whose super and retirement dreams evaporated in the GFC, dedicated parents who want the best for their kids, and anyone who suspects that there's more to life but don't know what it is or how to get it.