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  • Image of Encouraging the Heart
    Image of Encouraging the Heart

    A Leader's Guide to Rewarding and Recognizing Others

    by James Kouzes, Barry Z. Posner

    Encouraging the Heart is about the principles and practices that support the basic human need to be appreciated for who we are and what we do. It is not about glad-handing, back-slapping, gold stars and pay-offs. It's about the importance of linking rewards and appreciation to standards of excellence. Encouraging the Heart has its origins in Jim Kouzes's and Barry Posner's research on the practices of individuals functioning at their personal best as leaders. They have consiste

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  • Image of Single Point of Failure
    Image of Single Point of Failure

    The 10 Essential Laws of Supply Chain Risk Management

    by Gary S. Lynch

    In Single Point of Failure, internationally recognized industry veteran Gary Lynch reveals the 10 vital laws you can use to successfully identify, measure, mitigate and finance risk. Lynch offers guidance for establishing your organization's supply risk management program, avoiding bad decisions and gathering better information and data to make good decisions. You need to learn the root causes of problems and decide whether you have the proper systems in place to mitigate risk. Addressi

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  • Image of Hidden Value
    Image of Hidden Value

    How Great Companies Achieve Extraordinary Results with Ordinary People

    by Jeffrey Pfeffer, Charles A. O'Reilly

    Obsessed with recruiting and retention? Stanford professors O’Reilly and Pfeffer demonstrate why it’s perhaps even more important to focus on the assets you already have.

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  • Image of The Customer Century
    Image of The Customer Century

    Lessons from World Class Companies in Integrated Marketing and Communications

    by Anders Gronstedt Ph.D.

    Author Gronstedt shows how world-class companies better serve customers and stakeholders by integrating marketing and communications along three dimensions: between the company and its customers and stakeholders; across the different managerial levels; and across the different business and geographic units of the company.

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  • Image of The Brave New Service Strategy
    Image of The Brave New Service Strategy

    Aligning Customer Relationships, Market Strategies and Business Structures

    by Barbara A. Gutek, Theresa Welsh

    Many companies who claim to have “relationships” with their customers mistake collecting data about customers with actually knowing them. The authors explain how to differentiate between true relationship businesses and what they call “encounter” businesses. They then show how many of the best companies reject “pseudo-relationships” in favor of enhanced encounters.

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