Thiscollectionofcutting-edgearticleswillhelporganizationsunderstandhowtobuildcustomerloyaltythroughuniquerelationship-buildingstrategiessuchaspartnerships,branding,andsuperlativecustomerservice.Contentsinclude:Co-optingCustomerCompetencebyC.K.PrahaladandVenkatramRamaswamy;GetInsidetheLivesofYourCustomersbyPatriciaB.Seybold;TheOldPillarsofNewRetailingbyLeonardL.Berry;WanttoPerfectYourCompany'sService?:UseBehavioralSciencebyRichardB.ChaseandSriramDasu;Don'tHomogenize,SynchronizebyMohanbirSawhney;FiringUptheFrontLinebyJonR.KatzenbachandJasonA.Santamaria;PreventingthePrematureDeathofRelationshipMarketingbySusanFournier,SusanDobscha,andDavidGlenMick;andSeeYourBrandsThroughYourCustomers'EyesbyChrisLedererandSamHill.

Ablackswanisanevent,positiveornegative,thatisdeemedimprobableyetcausesmassiveconsequences.Inthisgroundbreakingandpropheticbook,TalebshowsinaplayfulwaythatBlackSwaneventsexplainalmosteverythingaboutourworld,andyetwe—especiallytheexperts—areblindtothem.Inthissecondedition,Talebhasaddedanewessay,OnRobustnessandFragility,whichofferstoolstonavigateandexploitaBlackSwanworld.

ValueInvestinghasbeenpioneeredandisusedbytheworld'smostfamousinvestors,includingWarrenBuffett,BenGraham,JohnTempleton,JoelGreenblatt,BruceGreenwaldandmanymore.Itofferstriedandtestedtechniquestomakingmoneyoutofbuyingunderpricedsharesandsecurities. Inthisimportantnewbook,thehighlyrespectedandcontroversialvalueinvestorandbehaviouralanalyst,JamesMontierexplainshowvalueinvestingistheonlytriedandtestedmethodofdeliveringsustainablelong-termreturns.Thisbegsthequestionwhyisn'teveryoneavalueinvestor?Inpart,itisbecausevalueinvestingrequiresadifferentmindsetandthemethods,approachandconclusionsofvalueinvestingareverydifferentfromthosetaughtinbusinessschoolsandfinancecourses.InthisbookJamesshareshistriedandtestedtechniquesandprovidesthelatestandmostcuttingedgetoolsandtechniquesyouwillneedtodeploythevalueapproachsuccessfully. Jamesshowsyouwhyeverythingyoulearntatbusinessschooliswrong;howtothinkproperlyaboutvaluationandrisk;howtoavoidthedangersofgrowthinvesting;howtobeacontrarian;howtoshortstocks;howtoavoidvaluetraps;

If you're enrolled in an executive education or MBA program, you've probably encountered a powerful learning tool: the business case. But if you're like many people, you may find interpreting and writing about cases mystifying, challenging, or downright frustrating. In "The Case Study Handbook", William Ellet presents a potent new approach for analyzing, discussing, and writing about cases. Early chapters show how to classify cases according to the analytical task they require (solving a problem, making a decision, or forming an evaluation) and quickly establish a base of knowledge about a case. Strategies and templates, in addition to several sample Harvard Business School cases, help you apply the author's framework. Later in the book, Ellet shows how to write persuasive case-analytical essays based on the process laid out earlier. Extensive examples of effective and ineffective writing further reinforce your learning. The book also includes a chapter on how to talk about cases more effectively in class. A

When gruff business manager and family man Wes Kingsley visited SeaWorld, he marveled at the ability of the trainers to get these huge killer whales, among the most feared predators in the ocean, to perform amazing acrobatic leaps and dives. Later, talking to the chief trainer, he learned their techniques of building trust, accentuating the positive, and redirecting negative behavior -- all of which make these extraordinary performances possible. Kingsley took a hard look at his own often accusatory management style and recognized how some of his shortcomings as a manager, spouse, and father actually diminish trust and damage relationships. He began to see the difference between GOTcha (catching people doing things wrong) and Whale Done! (catching people doing things right). In Whale Done!, Ken Blanchard shows how to make accentuating the positive and redirecting the negative the best tools to increase productivity, instead of creating situations that demoralize people. These techniques are remarkably ea

One of the world s leading creative artists， choreographers， and creator of the smash-hit Broadway show， Movin Out， shares her secrets for developing and honing your creative talents at once prescriptive and inspirational， a book to stand alongside The Artist s Way and Bird by Bird. All it takes to make creativity a part of your life is the willingness to make it a habit. It is the product of preparation and effort， and is within reach of everyone. Whether you are a painter， musician， businessperson， or simply an individual yearning to put your creativity to use， The Creative Habit provides you with thirty-two practical exercises based on the lessons Twyla Tharp has learned in her remarkable thirty-five-year career. In "Where's Your Pencil?" Tharp reminds you to observe the world -- and get it down on paper. In "Coins and Chaos，" she gives you an easy way to restore order and peace. In "Do a Verb，" she turns your mind and body into coworkers. In "Build a Bridge to the Next Day