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booktag: csuite

Shawn M. Miller

What others say about you is infinitely more powerful than anything you could say about yourself. This is true for your Brand as well. The struggles of your Brand Marketing will be solved by shifting your efforts from Impressions to Engagement, from Traffic to Trust, and from Recognition to Reputation. You can empower your greatest asset, your own Customers, to uniquely communicate your value to others.

Shawn M. Miller, the CXO of Smync, solves your top Social Marketing struggles with this no-nonsense text delivering the equivalent of an intensive professional training experience on Social Brand Advocacy, the real state of Social Media Marketing today and how to produce measurable ROI from Social. You’ll also learn to tie better Social metrics to core business goals while co-creating a rewarding customer community.

Daniel T. Bloom

In an environment where many organizations think of human capital assets as little more than expense items that impact the bottom line, this book will help human resource (HR) professionals initiate a shift toward a new culture in which management views employees as true partners in achieving organizational success.

The Field Guide to Achieving HR Excellence through Six Sigma provides detailed guidance on how to utilize the Six Sigma methodology and the TLS Continuum to achieve the business model that is required to thrive in today’s business environment. The book demonstrates a clear path to continuous improvement that is based on the practice of spreading quality throughout the organization so that it becomes everyone’s responsibility.

This book is the sequel to Achieving HR Excellence through Six Sigma. In this book, Daniel Bloom provides a road map on how to implement the concepts found in the first book.

The book begins by explaining how to create an HR Center of Excellence and then provides an understanding of the define-measure-analyze-improve-control (DMAIC) process and its implementation for HR. This road map will help you determine where your organization is failing to meet the voice of the customer.

The book presents proven Six Sigma solutions for initiating and sustaining organizational change as well as strategies that allow leadership to make adjustments to processes if your organization falls short of meeting the need of the customer. It includes case studies of organizations that have successfully utilized the Six Sigma methodology to improve workflow and correct HR issues including the actual project documents used to implement the methodology.

A word of caution: If the reason you are looking to improve work flow is to find ways to reduce headcount, then this is not the book for you. Instead, if you are looking for a guide that can help you become a strategic partner, administrative expert, employee champion, and change agent, then fasten your seat belts and begin this worthwhile journey.

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 T. Hewitt

So… what does it really take to WIN in your business?

John Hewitt’ s no-nonsense personal story will knock you out of your comfort zone and teach you to win in any business you choose. John Hewitt has been called annoying, challenging and brilliant with a fanatical desire to improve and out-give everyone he meets. He competes to win!

In iCompete, you will learn:
-How to persevere through adversity and win your game
-What it really takes to become a millionaire
-Why mistakes are a wise person’s education
-Why you must monitor results, not activities
-How to create raving fans for your business

And more principles for winning!

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.

Lance Secretan

Literature and history are filled with epic, romantic love stories Antony and Cleopatra, Napoleon and Josephine, Lancelot and Guinevere, Romeo and Juliet, Orpheus and Eurydice but who has experienced or witnessed a real-life love story? As François de La Rochefoucauld has written, True love is like ghosts, which everyone talks about and few have seen. It is exceptionally rare, and A Love Story is a book bursting with passion that describes a remarkable union of two souls, whose single powerful flame inspired everyone they touched. It is a radiant source of inspiration that describes how two lovers met and inspired each other forever. The story is told through a rich tapestry of luscious poetry and anecdote. If everyone lived their lives this way, the divorce courts would be empty and world peace would prevail.

Richard K Lee

This is a “How To Do It” book written by practitioners who have sat in the reader’s chair. Our Goal: Deliver the definitive book on innovation by walking through the 10-Step Value Innovation Process from start to finish using a down to earth, pragmatic approach. By defining how to deliver exceptional value to the most important customer in the value chain, all the time, every time, it enables Blue Ocean Strategy. The end result: sustainable, profitable growth. Throughout the book, case studies and examples are provided for companies the reader can relate to (e.g., ADM, Aplicare, Chevron, Dyson, Procter and Gamble, RE/MAX International, Samsung, Southwest Airlines, Terex Mining, Thermo King, Virgin Group, plus many more). Each of the tools is explained and examples provided. Each chapter ends with a “Next Steps” and “Takeaways” sections. Any organization of any size, whether its for profit or not-for-profit, whether it’s a manufacturing or services based company, a federal, state or local government agency, an association or charitable organization, a university, school or school board, can benefit from Mastering Value Innovation. As long as there’s a customer you can use Value Innovation methodology and tools. The target audiences are: CEO’s, COO’s, VPs, directors, managers and project leaders of publicly traded and privately held companies; deans and professors at universities and business schools; students; officials at the local, State and Federal government level; School board members and school districts; Staffs of not-for-profit organizations and Associations

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.

Jones Loflin

Juggling Elephants is a wonderfully lighthearted guide for everyone who feels like they’re about to be squashed by all they have to do. It will help you better focus your time and energy, so you’ll be able to enjoy more of the things that are important to you. Above all, it will teach you how to run your circus instead of letting the circus run you.