Leapfrogging September 12, 2012
Posted by McGraw-Hill Education (Asia) in Business, Management & Organization.comments closed
Leapfrogging
Harness the Power of Surprise for Business Breakthroughs
Authors: Soren Kaplan
ISBN: 9781609944940
©2012 | 1st Edition | 208 pages | Hardback
Pub Date: AUG-12
Price: US$ 27.95
How did Gatorade revitalise itself in the wake of Red Bull and Starbucks? How did OpenTable come to be? What makes one company thrive while others languish in mediocrity? There’s no doubt hard work is involved, but Soren Kaplan shows how you can’t do it by simply creating a big vision and implementing a set plan. In his trailblazing debut, Kaplan gives business leaders the tools to do exactly what they’re taught to avoid: embrace surprise – the new key to business breakthroughs.
Instead of fighting against uncertainty, Kaplan reveals how to use it to break down limiting mindsets and barriers to change the game. By highlighting specific ways to transform both good and bad surprises into unique opportunities, Kaplan encourages leaders to complete by embracing counterintuitive ideas, managing paradoxes, and even welcoming failure. This is the key to “leapfrogging” – creating or doing something radically new or different that produces a significant leap forward.
Leapfrogging connects new research, unconventional strategies, and practical tools for navigating the “messy” and elusive process of achieving business breakthroughs. Filled with real-world examples from innovators such as Gatorade, Intuit, Philips, Kimberley-Clark, Colgate-Palmolive, OpenTable, and Etsy, Kaplan shows that any organisation or business function can leapfrog. Using his LEAPS process (Listen, Explore, Act, Persist, and Seize), leaders learn to seek out, recognise, and respond to surprising experiences and events as a way to create solutions that leap beyond the current expectations of customers, partners, employees, the market, and the competition. Kaplan’s Leapfrogging is the new handbook for the modern leader.
Key Features
- Breakthrough Concept: Businesses often fight surprises and try to avoid them. Yet the power of surprise is the very thing that will drive innovation internally and create delight in the mind of the customer
- Universal Topic: The book provides the recipe for creating something every business wants and needs: breakthrough ideas and execution, not just incremental improvements
- Tested Model: The author’s LEAP model provides a tested method for finding surprising breakthroughs and carrying them through the organization to successful implementation
About the Author
Soren Kaplan is managing principal at InnovationPoint, where he works with organizations including Disney, Visa, Colgate-Palmolive, Kimberley-Clark, Medtronic, Cisco, Philips, and numerous other global firms. He previously led the internal strategy and innovation group at Hewlett-Packard during the roaring 1990s in Silicon Valley and was a co-founder of iCohere, one of the first web collaboration platforms for online learning and communities of practice. He is an adjunct professor within the Imagineering Academy at NHTV Breda University of Applied Sciences in the Netherlands. He resides in the San Francisco Bay Area with his wife, two daughters, and hypoallergenic cat.
Table of Contents
Foreword by Marshall Goldsmith
Introduction
Dealing with People You Can’t Stand September 12, 2012
Posted by McGraw-Hill Education (Asia) in Business, Business Communication, General Interest, Management & Organization.Tags: align, aligned, aligning, ambitious, aspirational, boss problems, bosses from hell, Career, co-workers, coach, collaborate, company, conversation, Dealing with Difficult People, difficult employee, Employee, employee engagement, engage, Engagement, evaluate, evaluation, executive, fire, Firing, goal setting, goals, Guide, help with coworkers, Hiring, How-to, job, manage, management, managing, mentor, method, methodology, objective, obstacle, office conflict, Organization, own, ownership, performance, problem bosses, problems at work, resource, resourced, resources, results, results focused, results oriented, reward, rewarding, share holder, shareholder, Small Business, specific, staff, stake holder, stakeholder, Strategy, team, team building, teams, toxic coworkers, workforce
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Dealing with People You Can’t Stand, Revised and Expanded Third Edition:
How to Bring Out the Best in People at Their Worst
Authors: Dr. Rick Brinkman, Dr. Rick Kirschner
ISBN: 9780071785723
©2012 | 3rd Edition | 288 pages | Paperback
Pub Date: MAY-12
Price: US$ 18.00
The classic guide to bringing out the best in people at their worst—updated with even more can’t-standable people!
Dealing with People You Can’t Stand has been helping good people deal with bad behavior in a positive, professional way for nearly two decades.
Unfortunately, as the world becomes smaller and time more compressed, new difficult people are being made all the time. So Kirschner and Brinkman have updated their global bestseller to help you wring positive results from even the most twisted interactions you’re likely to experience today.
Learn how to get things done and get along when you’re dealing with people who have the uncanny ability to sabotage, derail, and interfere with your plans, needs, and wants. Learn how to:
- Use sophisticated listening techniques to unlock the doors to people’ s minds, hearts, and deepest needs
- Apply “take-charge” skills that turn conflict into cooperation by reducing the differences between people
- Transform the destructive behavior of Tanks, Snipers, Know-It-Alls, Whiners, Martyrs, Meddlers, and other difficult types of people
Whether you’re dealing with a coworker trying to take credit for your work, a distant family member who knows no personal bounds, or a loud cell phone talker on line at the grocery store, Dealing with People You Can’t Stand gives you the tools for bringing out the best in people at their worst.
About the Author
Dr. Rick Kirschner and Dr. Rick Brinkman are naturopathic physicians, professional speakers, and trainers.
Self-Leadership September 6, 2012
Posted by McGraw-Hill Education (Asia) in Leadership, Management & Organization.Tags: book, coach, conversation, difficult employee, Employee, employee engagement, engage, Engagement, evaluate, evaluation, executive, fire, Firing, goals, Guide, Hiring, How-to, innovate, Innovation, inspiration, inspire, inspiring, lead, manage, management, managing, mentor, motivate, Motivation, Organization, performance, shareholder, staff, stakeholder, Strategy, team, team building, teams, workforce
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Self-Leadership
How to Become a More Successful, Efficient, and Effective Leader from the Inside Out
Authors: Andrew Bryant, Ana Kazan
ISBN: 9780071799096
©2013 | 1st Edition | 224 pages | Paperback
Pub Date: AUG-12
Price: US$ 25.00
An effective new approach for leading yourself and others to ultimate business success
With the flattening of hierarchies and global teams and the need for empowered and engaged employees, a new style of leadership is required. Self-Leadership gives managers and other business leaders the tools for greater self-observation, self-confidence, self-management, and decision-making.
Lead yourself to success—and others are sure to follow
“For leaders looking for a plan of ‘Why, What, and How’ to become a better leader, the answer is between the covers of this book.”
—Chester Elton, New York Times bestselling author of The Carrot Principle, The Orange Revolution, and All In
“Ever wish you could be more confident, more engaged, or more productive in your life? Look no further. All the concepts and tools are right here.”
—Ryan M. Niemiec, Psy.D., Psychologist and Education Director, VIA Institute on Character
“Self-reliance, courage, confidence, emotional self-awareness, and perseverance encompassed into one leadership concept.”
—Garee W. Earnest, Ph.D., Professor, The Ohio State University
“Bryant and Kazan’s groundbreaking work challenges us to take the first small steps of what will be for many a lifelong journey of self-discovery from the inside out.”
—R. Dale Safrit, Ed.D., Professor, North Carolina State University
“Andrew and Ana’s . . . research, insights, and experience provide a practical tool-kit on how you can choose to live your life and your work and influence others to do the same.”
—Philip Beck, Chairman, Dubeta
“It is generally accepted in the business literature that the heart of leadership is leading self. I believe that leading self is also the path to being a ‘responsible’ leader. The important contribution made by Self Leadershipis that it tells you what to do if you want to get better at leading self. Read this book if you desire to be more effective as a leader and remember, “You don’t have to be bad at leadership to get better.”
—Stephen C. Lundin Ph.D., author of the bestseller, Fish!
About the Author
Andrew Bryant, CSP, PCC is an international thought leader specializing in Self-leadership, the power of influence and developing leaders for the future with an emphasis on Asia specifically. He is the founder of Self Leadership International as well as an executive coach and leadership consultant.
Ana Kazan, PhD is a university professor and a researcher in Brazil and Research and Data Analysis Director of Kazan & Associates Consultants. She teaches Organizational Communication, Organizational Psychology and Leadership, Research Methods, and Self-Leadership courses in the state of Sao Paulo.
Strategic Capitalism July 2, 2012
Posted by McGraw-Hill Education (Asia) in Management & Organization.Tags: bear, billion, BRIC, bull, Bush, Capitalism, commodities, commodity, competition, Congress, consumer, credit crisis, crisis, deflation, downturn, Economic, economic growth, economy, failure, financial instrument, financial system, fiscal, free market, global financial crisis, globalization, government, growth, inflation, Innovation, investment bank, job loss, Keynes, Keynsian, laissez faire, main street, meltdown, Minsky, mortgage, Obama, oil, productivity, real estate, recession, rescue package, Schumpeter, stabilization act, stagflation, stimulus, subprime, TARP, taxes, trillion, troubled assets relief program, unemployment, volatility, wall street
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Strategic Capitalism
The New Economic Strategy for Winning the Capitalist Cold War
Authors: Richard D’Aveni
ISBN: 9780071781169
©2013 | 1st Edition | 304 pages | Hardback
Pub Date: AUG-12
Price: US$ 30.00
The Capitalist Cold War Has Begun
Capitalism is the dominant idea of our century. While the twentieth century saw a battle between the ideologies of communism and capitalism, the twenty first century sees capitalism in its eye catching, wealth-creating ascendancy. From Wuhan to Washington, capitalism drives how we live and work. At the last count there were 196 countries in the world; only a handful of them now embraces systems other than capitalism.
Through his work as Professor of Strategy at the Tuck School of Business at Dartmouth College, Richard A. D’Aveni has spent more than 30 years researching capitalism in one form or another. As he studied companies and industries around the world, D’Aveni observed that the environment in which they operate varies hugely. Capitalism takes many different forms around the globe. And he noticed something else.
D’Aveni’s big insight is that it isn’t just companies and industries that compete: capitalism itself is in a constant state of flux. American capitalism is not the same as Chinese capitalism, and both are different to that in India or Russia. And these different varieties of capitalism are now in competition with each other. In fact the competition among these different forms of capitalism is increasing in speed and intensity. What took a century to evolve is now happening in a decade. D’Aveni calls this phenomenon the Capitalist Cold War.
Today, he says, we are witnessing a global struggle between four main types of capitalism: laissez-faire capitalism; social market capitalism; philanthropic capitalism; and managed capitalism. This ongoing and escalating contest between capitalist systems is already having a profound impact on the balance of power among nations.
And he believes that this is where America has been going wrong over recent decades. Instead of making informed choices about the direction of America’s version of capitalism, US policy makers and politicians have assumed it is beyond strategic choices. They have simply accepted that it evolves through the unpredictable, unfettered evolution of international trade and domestic competitive markets. Regulation is seen by some as abhorrent because it interferes with the efficiency of markets. Meanwhile, other parts of the world are taking a more proactive approach, planning and implementing national strategies. As a result, America’s competitive position has been eroded. The world is not as simple as the theory of laissez-faire capitalism suggests. The nation’s thinking needs to change if the US is to continue its role as the world’s economic leader.
In this hard-hitting book, D’Aveni explains why we need to embrace what he calls Strategic Capitalism – intentional strategic interference in national economies to achieve the mission of the nation and outperform other capitalist systems.
Today, the US is under threat from a pack of emerging economies. Chief among them is China — probably the most strategic capitalist in history. How should the US respond? What is our vision to win the struggle between different forms of capitalism so that America maintains its supremacy and American democracy flourishes for another two centuries? That’s D’Aveni’s theme, one which will shape the political debate in the next US Presidential election and beyond.
About the Author
Richard A. D’Aveni has been named among the top 25 business thinkers in the world by CNN, Forbes, the (London) Times, Harvard Business Review, and The Times of India based on the rating of the Thinkers50. Author of the bestselling book Hypercompetition, he is the Bakala Professor of Strategy at the Tuck School of Business at Dartmouth College and a winner of the prestigious A. T. Kearney Award for his research.
Investing in the Second Lost Decade May 1, 2012
Posted by McGraw-Hill Education (Asia) in Highlights, Management & Organization.Tags: Bollinger Bands, channels, Confirmation, consolidation, Divergence, eversal, formula gap, Inde, moving average, open interest, Oscillators, relative strength, resistance, signal, Stochastics, support, Technical Analysis for the Trading Professional, Trading Bands, trendlines, true value, volume
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Investing in the Second Lost Decade
A Survival Guide for Keeping Your Profits Up When the Market Is Down
Authors: Martin J. Pring, Joe D. Turner, Tom J. Kopas
ISBN: 9780071797443
©2012 | 1st Edition | 224 pages | Hardback
Pub Date: JUN-12
Price: US$ 30.00
How to survive 10 more years of down markets
As bestselling finance author Martin J. Pring, Joe D. Turner, and Tom J. Kopas argue in Investing in the Second Lost Decade, based on previous market cycles, it is not difficult to conclude that the current secular bear market has further to run in duration and valuation. In fact, they believe that the current bear market is only halfway over in terms of years and recessions, and price-to-earnings ratios will have to return to bargain levels before the secular bear market bottom is within reach. But while the authors certainly have a pessimistic market outlook for the upcoming six to ten years–a time period they have dubbed the “Second Lost Decade,” thanks to its similarities to Japan’s Lost Decade–Pring, Turner, and Kopas emphasize that if investors are willing to discard the buy-and-hold, indexing, and passive asset allocation strategies that have bolstered them in past secular bull markets and instead start following the proven investing strategies outlined in Investing in the Second Lost Decade, they will be able to build their wealth–even as the market is contracting.
Why should investors step away from the investing strategies they trust the most as they try to navigate their way through the Second Lost Decade. As the authors explain in Investing in the Second Lost Decade, while buy-and-hold investors will be hobbled by their tendency to clutch onto their assets, cross their fingers, and hope that the economy improves, those who follow the authors’ flexible, market-tested investment strategy will be able to actively adjust their portfolio asset allocation to take advantage of emerging profit opportunities as new economic developments unfold. Readers of Investing in the Second Lost Decade will learn:
- The rationale behind the authors’ pessimistic economic forecast, including why concurrent secular bull markets in interest rates and commodities in combination with a secular bear market in equities spells out six to ten more years of contracted markets;
- Simple techniques for pinpointing and profiting from key economic events through the use of moving averages and leading economic indicators;
- All about the various sectors within individual industry groups, including how these sectors are represented by ETF families, what stage of the economic cycle each sector should be owned or avoided, and how to successfully rotate specific sectors into and out of a portfolio;
- And how the Dow Jones Pring Turner Tactical Asset Index can contribute to overall investment success during the Second Lost Decade.
About the Author
Martin J. Pring entered the financial markets in 1969 and has grown to become a leader in the global investment community. In 1981 he founded Pring Research and began providing research for financial institutions and individual investors around the world. Since 1984, he has published the “Intermarket Review”, a monthly market review offering a long-term synopsis of the world’s major financial markets. Martin pioneered the introduction of videos as an educational tool for technical analysis in 1987, and was the first to introduce educational, interactive CDs in this field.
Demanded as a speaker worldwide, he is the author of several outstanding books including, Introduction to Technical Analysis, Martin Pring on Market Momentum, and Technical Analysis Explained, now in its fourth edition. In 2002, McGraw-Hill released six new Pring titles, including Technician’s Guide to Day and Swing Trading, Breaking the Black Box, Introduction on Candlestick Charting, How to Select Stocks, and the two-volume set, Momentum Explained.
Joe D. Turner is principal of Pring Turner Capital Group and has been serving investors since 1968. He has been providing fee-only investment management since 1977. Joe is known for his economic and business cycle research and has lectured extensively around the country on these subjects.
Tom J. Kopas began his career in the investment industry in 1981 and spent more than twenty years as a financial consultant with major Wall Street brokerage firms, and joined the Pring Turner team in 2002.
The New Emerging Market Multinationals May 1, 2012
Posted by McGraw-Hill Education (Asia) in Highlights, Management & Organization.Tags: Apple, business genome, compete, competition, competitive, consumer, continuous improvement, crisis, customer, Dahlvig, Disrupting Class, Disruptive Innovation, edge, Energy Shift, expand, grow, Grown Up Digital, growth, Immelt and the New GE Way, imperative, Influencer, Jobs, knowledge, lead, Leadership, leading, Market, Merge Ahead, organic growth, Perfect Phrases for Small Business Owners, perform, performance, performing, Profit, profitable, Ram Charan, retention, Risk, share holder, stake holder, stakeholder, Steve Jobs, The Innovator's Prescription, The McKinsey Mind, The McKinsey Way, The Southwest Airlines Way
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The New Emerging Market Multinationals
Four Strategies for Disrupting Markets and Building Brands
Authors: Rajeev Batra, Amitava Chattopadhyay, Aysegul Ozsomer
ISBN: 9780071782890
©2012 | 1st Edition | 320 pages | Hardback
Pub Date: JUN-12
Price: US$ 35.00
Breakthrough strategies Western business leaders can use to compete with their newest and toughest threat: innovative and expansionist companies in emerging-market nations
- Western organizations are quickly losing market share and profits to emerging-market multinationals, as evidenced by such developments as Tata Motors’s acquisitions of Land Rover and Jaguar and Lenovo’s purchase of IBM’s ThinkPad business
- The book outlines the disruptive ‘compete from below’ strategies deployed by emerging-market multinationals, then explains how to gain a competitive edge by using these same strategies
About the Author
The authors bring significant knowledge of brand building from both a theoretical and applied perspective. Amitava Chattopadhyay is the L’Oreal Chaired Professor of Marketing-Innovation and Creativity at INSEAD. He has written on the topic of branding over the last 25 years. He has consulted for firms in theAmericas, Asia, Africa, andEurope on the topic of branding and has also taught senior executives from leading marketing firms.
Rajeev Batra is the S.S. Kresge Professor of Marketing at the Ross School of Business at theUniversity ofMichigan. He has researched, taught about, and consulted on matters concerning brand-building and management, global branding, emerging markets, and advertising and marketing communications, for almost 30 years.
Aysegul Ozsomer is Associate professor of Marketing atKoçUniversity,Istanbul,Turkey. Her research focuses on global marketing strategy with a particular emphasis on standardization-adaptation issues and performance implications, market orientation, and global brand management.
Publicity
1. The Economist covers THE NEW EMERGING MARKET MULTINATIONALS in an articl | Read it here.
2. Interview with Amitava Chattopadhyay, author of THE NEW EMERGING MARKET MULTINATIONALS, on BBC World Service Programmes | Listen to it here.
3. Interview with Amitava Chattopadhyay, author of THE NEW EMERGING MARKET MULTINATIONALS, on BFM89.9 | Listen to it here.
The Transformative CEO May 1, 2012
Posted by McGraw-Hill Education (Asia) in Highlights, Management & Organization.Tags: best practices, Cats, ceo radio, ceoshow.com, Collaborative Organization, Drucker’s Lost Art of Management, Find Your Next, Fortune 500, Hayzlett, Ikea Edge, Inside China Investment Corp, Jacob Morgan, Jeffrey Fox, leadership qualities, Liker, Relentless Innovation, Rising Above Turbulence, Rob Reiss, Robert Reiss, Running the Gauntlet, secrets of top CEOs, Strategic Forecasting, Strategy from the Outside In, the ceo show, Toyota Kata, Toyota Under Fire, transformative ceo, transformative leadership, what makes a good CEO, What Would Drucker Do, Winning Under Inflation
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The Transformative CEO
Impact Lessons From Industry Game Changers
Authors: Jeffrey J. Fox, Robert Reiss
ISBN: 9780071794985
©2012 | 1st Edition | 196 pages | Hardback
Pub Date: JUN-12
Price: US$ 22.00
Best Leadership Practices from the Best Leaders in Business
Bestselling author Jeffrey Fox literally wrote the book on “How to Become a CEO,” and radio talk show host Robert Reiss has interviewed several of the world’s top CEOs. In The Successful CEO Mind, they have boiled down the characteristics it takes to become a transformative CEO—the kind that takes problems and transforms them into opportunities for growth and profit. With research based on first-hand interviews with superstar CEOs, this book provides valuable strategies that any manager, business owner, or executive can use.
About the Author
Jeffrey Fox is the bestselling business author of numerous books, including New York Times bestseller HOW TO BECOME A CEO and Audie Award winner RAIN. Founder of Fox and Company, Fox works with Fortune 500 companies such as General Electric, IBM, and Office Depot, among others.
Robert Reiss is the host of The CEO Show, syndicated to more than 600,000 listeners. In addition to publishing The CEO Forum, a quarterly magazine whose subscription base is exclusively 10,000 top CEOs, Reiss writes a monthly column for Forbes and is a popular keynote speaker.
The Employee Engagement Mindset May 1, 2012
Posted by McGraw-Hill Education (Asia) in Highlights, Management & Organization.Tags: book, Business, coach, conversation, difficult employee, Employee, engage, evaluate, evaluation, executive, experiential learning, fire, Firing, goal setting, goals, Guide, Hiring, How-to, innovate, Innovation, inspiration, inspire, inspiring, lead, manage, management, managing, mentor, method, methodology, motivate, objective, organic growth, Organization, own, ownership, performance, share holder, shareholder, smart goals, staff, stake holder, stakeholder, Strategy, succeed, success, task, team, team building, teams, workforce
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The Employee Engagement Mindset
The Six Drivers for Tapping into the Hidden Potential of Everyone in Your Company
Authors: Tim Clark
ISBN: 9780071788298
©2012 | 1st Edition | 272 pages | Hardback
Pub Date: JUN-12
Price: US$ 26.00
The Employee Engagement Mindset shifts the paradigm of engagement from an employer-centered model to an employee-centered view. By putting an emphasis on shared manager and personal responsibility coupled with intrinsic motivation in order to increase engagement, companies can reach the levels of engagement necessary to outperform their competitors.
Based on years of research and based on a popular seminar with the same name, The Employee Engagement Mindset outlines a simple six-part shared manager/employee model for increasing engagement: Shaping, Connecting, Learning, Stretching, Achieving, and Contributing. The authors present research proving that companies with employee-engagement programs enjoy measurably greater profits, growth, productivity, and retention than those without.
About the Author
Timothy R. Clark is founder and CEO of TRClark Partners, a consultancy that provides advisory services in strategy, large-scale change and transformation, and executive development. He writes the syndicated column, “On Leadership” for the Salt Lake Deseret News, which holds the largest circulation in the state. He is a leading authority in the field of change leadership and organizational transformation. He is the author of the critically claimed book, Epic Change: How to Lead Change in the Global Age (John Wiley/Jossey-Bass), The Leadership Test: Will You Pass (2009). Some of his clients include Accenture, American Express, Chevron, Disney, Dow Chemical, Microsoft, NASA, and Wells Fargo Bank.
Leading Through Turbulence March 23, 2012
Posted by McGraw-Hill Education (Asia) in Business, Highlights, Management & Organization.Tags: Alan Lewis, Grand Circle Corporation, Harriet Lewis, people-focused, social-good-centered culture, Values-Based Culture
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Leading Through Turbulence
How a Values-Based Culture Can Build Profits and Leave the World a Better Place
Authors: Alan Lewis, Harriet Lewis
ISBN: 9780071777100 / 0071777105
© 2012 | 1st Edition | 256 pages | Hardback
Pub Date: May-12
Price: US$ 26.00
Management secrets behind Grand Circle Corporation’s 20% annual growth for two decades’and counting’that any business leader can use
Rising Above Turbulence presents a business model that integrates values and philanthropic mission into overall strategy to create and maintain growth, even during the most severe economic and social crises.
The authors provide an inside look at Grand Circle’s successes and failures throughout the years. They highlight the most important business choices and strategies they made as owners, including their creation of a values-based, people-focused, social-good-centered culture. It was this approach that propelled the company through difficult times, including the 9/11 terrorist attacks, the rise of online competitors Travelocity and Expedia, and the recent global economic meltdown. The book offers a compelling case for how leaders within any industry can make their businesses more profitable by making it more generous.
About the Author
Alan Lewis is Chairman of Grand Circle Corporation, and shapes the company’s vision and direction. Lewis established Grand Circle’s Pinnacle Leadership Centerin Kensington, New Hampshirein 1992.
Harriet Lewis is Grand Circle Corporation’s Vice Chair. She helps drive Grand Circle’s mission to help change the lives of its age 50-plus travelers, its global workforce, and the communities to which it travels. In her role as chair of the Grand Circle Foundation, the company’s nonprofit, charitable organization, she extends that mission to the communities Grand Circle touches at home and abroad.
The Apple Experience March 12, 2012
Posted by McGraw-Hill Education (Asia) in Highlights, Management & Organization.Tags: Apple, apple store, Bill Gates, carmine gallo, CRM, cupertino, customer service, Disney, Employee, Innovation, iPad, ipad2, ipad3, iPhone, iphone2, iphone3, iphone4, iPod, iTunes, Jobs, Leadership, mac, macintosh, management, marc, Pixar, silicon valley, staff, Steve, Steve Jobs, Strategy, team, workforce, Zuckerberg
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The Apple Experience
Secrets to Building Insanely Great Customer Loyalty
Author: Carmine Gallo
ISBN: 9780071793209 / 0071793208
©2012 | 1st Edition | 256 pages | Hardback
Pub Date: APR-12
Price: US$ 25.00
Book Preview | Learn More
Apple’s 5 Core Principles—Now in the Palm of Your Hand!
Steve Jobs and Apple re-imagined retail. The Apple Experience reveals the secrets to the iconic brand’s unparalleled success during one of the most difficult retail environments in decades.
A global expert on the business methods of Steve Jobs, Carmine Gallo uncovers the five steps of service that Apple’s customer-facing employees follow to engage customers in a retail setting:
Approach
Probe
Present
Listen
End with a fond farewell
Learn how to serve both internal and external companies, create “fearless” employees, and develop a “feedback loop” that benefits everyone at every level.
Praise for THE APPLE EXPERIENCE
“There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine’s book will help you understand and implement the same kind of world-class experience.”
–Guy Kawasaki, author of Enchantment: The Art of Changing Hearts, Minds, and Actions and former chief evangelist of Apple
“Carmine Gallo explains beautifully and simply just what makes the Apple retail experience so successful. No matter what kind of business you are in, there are insanely valuable lessons in this book!”
–Garr Reynolds, best-selling author of Presentation Zen and The Naked Presenter
“The Apple Experience isn’t just for retailers. It applies to any business that involves people. At its core, this book is not about Apple. It’s about delivering the best experience possible.” –Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc.
“An exciting resource for any business owner in any country who wants to reimagine the customer experience.”
–Loic Le Meur, CEO, LeWeb
“Why can’t other retail experiences be as great as an Apple store’s? Not only does Carmine Gallo answer that question brilliantly, but he shows precisely how to make sure your customers never ask it about your business.”
–Matthew E. May, author of In Pursuit of Elegance and The Laws of Subtraction
“Carmine Gallo gets to the magic of Steve Jobs: Touching people’s lives. This simple, yet delightful vision should be at the heart of every retail interaction in the world today.”
–Peter Steinlauf, Chairman, Edmunds.com
“This magnificent collection of insights illuminates the way for anyone who wants to create a truly great experience, whether in retail, service, or software. “
–Dan Roam, author of The Back of the Napkin and Blah Blah Blah
Articles by Carmine Gallo
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Forbes, March 08, 2012: 7 Ways Tim Cook Gave a Steve Jobs-Like Presentation
- Forbes, May 20, 2011 – How The Four Seasons Helped Apple Store Rewrite the Rules
- InformationWeek, August 26, 2011 – 5 Succession Planning Lessons From Steve Jobs
About the Author
Carmine Gallo is the communications coach for the world’s most admired global brands. A former anchor and correspondent for CNN and CBS, Gallo is a popular keynote speaker and has worked with executives at Intel, Cisco, Chevron, Hewlett-Packard, Coca-Cola, Pfizer, and many others. Gallo writes “My Communications Coach,” a regular column for Forbes.com. He has written several internationally bestselling and award–winning books, including The Innovation Secrets of Steve Jobs, The Presentation Secrets of Steve Jobs, and The Power of foursquare. Gallo has been featured in the Wall Street Journal, the New York Times, and Success magazine and on CNBC. He lives in Pleasanton, California, with his wife and two daughters.
Other books by Carmine Gallo:
- 9780071636087 The Presentation Secrets of Steve Jobs
- 9780071748759 The Innovation Secrets of Steve Jobs
- 9780071773171 The Power of foursquare
Connect with Carmine Gallo
McGraw-Hill Education (Asia)
