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booktag: business book club

Adam Toporek

Where do most customer experiences fail?

It’s not systems. It’s not processes. It’s human beings. For most organizations, it’s frontline teams that make or break the customer’s experience; yet, too often, these teams are not given the tools they need to succeed with customers.

Customer service can be incredibly difficult, and for the people on the front lines, much of the standard customer service advice and training falls flat. It simply doesn’t speak to the challenges they experience each day, being caught between policies and customer needs, balancing customer happiness with customer abuse, and shaking off difficult customers in time to focus on the next one.

Be Your Customer’s Hero gives frontline teams the coping strategies and practical skills they need to succeed with customers and to deliver the customer experiences envisioned by the C-Suite. HERO teaches frontline teams over 80 concepts and techniques, including how to direct their focus where it gets results, understand why customers behave the way they do, and resolve virtually any customer service issue with a proven process.

HERO is being used to improve frontline customer service teams in corporations both large and small and in organizations across government and academia.

Get the one-stop resource that can help your frontline team members gain the confidence and skills they need to be successful in any customer-facing role.

John David

The Essential Guide to Avoid Digital Damage, Lock Down Your Brand, and Defend Your Business

With virtually nonexistent oversight, the Internet can easily become the judge, jury, and executioner for anyone’s reputation. Digital attacks and misinformation can cost you a job, a promotion, your marriage, even your business. Whether you’ve done something foolish yourself, are unfairly linked to another’s misdeeds, or are simply the innocent victim of a third-party attack, most of us have no idea how to protect our online reputations.
How to Protect (or Destroy) Your Reputation Online provides a wealth of practical information on how to protect your online reputation and even remove negative content from search results. It will teach you how to:

• Take control of your online voice and build a reputational firewall.
• React and respond to an online attack.
• Understand and manage online reviews.
• Use marketing strategies that will both improve your online reputation and bolster your bottom line.

How to Protect (or Destroy) Your Reputation Online is an indispensable guidebook for individuals and businesses, offering in-depth information about popular review sites like Yelp, TripAdvisor, and Angie’s List. John also shows you how to deal with revenge porn, hate blogs, Google’s “right to be forgotten” in Europe, the business of online complaint sites, even the covert ops of reputation management.

Jill Griffin

Corporate board seats are scarce and competition is fierce. That’s because board service bundles together a host of rewarding experiences: the opportunity to be an “insider” and view, first-hand, how another company works at its highest levels, and the privilege to work and learn from the brightest, most successful and articulate professionals who will ever likely cross your path.

On the pages of Earn Your Seat on a Corporate Board, Harvard Business School “Working Knowledge” author, Jill Griffin, brings two mission-critical skill sets: deep branding, marketing and customer loyalty expertise and over a decade of experience as an Independent Director for beloved restaurant brands, Luby’s/Fuddruckers. (NYSE: LUB). Bottom line, she brings practitioner know-how and insider advice—both essential in finding and winning your perfect board seat. Jill writes through the eyes of seasoned directors and packs each chapter with real-world case studies, detailed examples, and powerful how-to’s.

Don’t sit passively waiting for a corporate board to find you. Take action on your ambition. This book is your perfect guide.

Kathy Taberner & Kirsten Taberner Siggins

As leaders or parents (or both), navigating difficult conversations is part of our job description. How do we keep calm and achieve a productive outcome, all while keeping our relationships intact? The secret is curiosity. It’s the innovation-driving, emotion-calming skill that comes naturally to us as kids, but gets buried by our busy multitasking lifestyles. Good news! We just have to relearn what we already know! In the Power Of Curiosity, mother-daughter executive coaching team Kath Taberner & Kirsten Taberner Siggins give you both the skills and the method you need to stay curious and connected in every conversation. Learn how to be fully present in every conversations, even when distraction abound; the five listening choices you always have available, whether at home, work, or school; specific calming strategies to access when negative emotions run high; a step-by-step process to transform potential conflict into relationship-building opportunities. Imagine approaching even your most challenging conversations with a sense of calm and even excitement, confident you’ll achieve a win-win result and a stronger relationship than before. That is the power of curiosity.

Scott Hansen

Have you ever said to yourself, “if I could only find out how these other entrepreneurs go to be so successful, then I would be able to duplicate what they’ve done, and then ultimately have the success I’ve always wanted”. Throughout this book, you will be the opportunity to “peek behind the curtain” of 10 successful entrepreneurs to see what they did in order to build their successful business. You’ll read about their successes and failures, and what they did to get past their fears.

If you’re ready to take your life and business to new heights, and learn from other entrepreneurs who are having massive success, you owe it to yourself to grab a copy of Success Hackers

Atul Apte

The age of transformation is upon us. And for corporate IT departments, supporting and sustaining enterprise architecture requires a fundamentally new approach.

Transformative Enterprise Architecture has the solution. It presents a new methodology that boldly redefines the characteristics and competencies that every large-scale IT team must develop to function successfully. Topics include:

• Establishing a mature enterprise architecture system with an eye toward continuous improvement
• Ensuring the economic sustainability of IT infrastructure
• Staying agile in an era of uncertainty

Written especially for CIOs, CTOs, and other corporate stakeholders, Transformative Enterprise Architecture goes beyond frameworks, tools, processes, and patterns. It can help your organization survive and thrive in these times of rapid change, disruptive innovation, and intense competition.

Mark Sanborn

In The Fred Factor, bestselling author Mark Sanborn relates the four principles of injecting passion into our work and life through the story of Fred, his Denver postman, and others like him. No matter where we are in our career, no matter our position in the organization, no matter our current involvement, we can all transform our lives from the ordinary into the extraordinary by bringing fresh energy and creativity to our life and work.

Z. Christopher Mercer

Buy-sell agreements are among the most common yet least understood business agreements and many are destined to fail to operate like the owners expect. Many, in fact, are ticking time bombs, just waiting for a trigger event to explode. If you are a business owner or are an adviser to business owners, this book is designed for you, providing a road map for business owners to develop or improve their buy-sell agreement.

Billee Howard

Today, the most successful businesses and entrepreneurs thrive through connectivity, socialization, and sharing. It is an age of WE-Commerce, an economy centered on the power of “we” instead of “me,” focused on the needs of the many over the few. Booming companies such as Uber and Airbnb leverage technology to create platforms that rely largely on social media and community feedback to facilitate people’s ability to collaborate with one another. Instead of traditional business strategies, companies must now inspire belief and trust in their communities; collaborate with their customers; create business models that are socially and environmentally responsible; find opportunities for creative collaboration with large, global markets; and become a new generation of innovators—“artists of business.”