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  • Image of Exceeding Customer Expectations
    Image of Exceeding Customer Expectations

    What Enterprise, America's #1 Car Rental Company, Can Teach You about Creating Lifetime Customers

    by Kirk Kazanjian

    While providing a thorough case study of the success of Enterprise Rent-A-Car, Kazanjian also gives an in-depth look to the strategic management practices that have boosted the company to the top of its industry.

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  • Image of Outside Innovation
    Image of Outside Innovation

    How Your Customers Will Co-Design Your Company's Future

    by Patricia B. Seybold

    Innovation is what keeps companies at the top of their fields, and Seybold shows that the best way for companies to do this is to involve passionate customers in every aspect of their product and service design.

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  • Image of Words that Work
    Image of Words that Work

    It's Not What You Say, It's What People Hear

    by Dr. Frank I. Luntz

    To effectively obtain the power of communication, you must learn that it’s not always what you say, but how you say it. Luntz offers sound advice on how to tactically use words and phrases to get what you want in life.

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  • Image of The Customer Differential
    Image of The Customer Differential

    The Complete Guide to Implementing Customer Relationship Management

    by Melinda Nykamp

    You have heard of Customer Relationship Management. Now here’s a guidebook that it clearly explains the concept of CRM — and how to put it in place in your company.

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  • Image of The Weightless Society
    Image of The Weightless Society

    by Charles Leadbeater

    A radical innovation in basic political, social and economic institutions is required to spread the benefits of the knowledge economy, argues Charles Leadbeater in this eloquent and provocative analysis of today’s society.

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  • Image of Loyalty Rules!
    Image of Loyalty Rules!

    How Today's Leaders Build Lasting Relationships

    by Frederick F. Reichheld

    Reichheld follows up The Loyalty Effect, in which he argued that a virtuous circle of employee, customer and shareholder loyalty led to greater profits, with a how-to on turning your company into a loyalty leader.

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  • Image of Speed Review: Spooked
    Image of Speed Review: Spooked

    Espionage in Corporate America

    by Adam Penenberg

    Perseus, 188 pages

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  • Image of Developing Employees Who Love To Learn
    Image of Developing Employees Who Love To Learn

    Tools, Strategies and Programs for Promoting Learning at Work

    by Linda Honold

    Long-term corporate success depends on employees who are in a learning mode — in other words, motivated and prepared to take responsibility for their learning. Honold tells how to inspire employees to want to learn.

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  • Image of The Trusted Advisor
    Image of The Trusted Advisor

    by Charles H. Green, David H. Maister, Robert M. Galford

    Here’s a how-to guide on building trust-based, long-term client relationships. Included are the three core skills of trusted advisors and the five stages of developing trust.

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