Understand Consumer Psychology to Drive Profits and GrowthWant to know exactly what’s driving your customer's behavior?NOW YOU CAN!The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time.In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer...

“Required reading for professionals—and aspiring professionals—of all levels.”—Shirley Ann Jackson, President of Rensselaer Polytechnic Institute and Former Chairman of U.S. Nuclear Regulatory CommissionRobert C. Pozen, one of the business world’s most successful—and productive—executives, reveals the surprising secrets to workplace productivity and high performance.It's far too easy for working professionals to become overwhelmed by a pile of time-sensitive project...

When BIC, manufacturer of disposable ballpoint pens, wanted to grow, it looked for an idea beyond introducing new sizes and ink colors. Someone suggested lighters.LIGHTERS?With an idea that seemed crazy at first, that bright executive, instead of seeing BIC as a pen company—a business in the PEN “box”—figured out that there was growth to be found in the DISPOSABLE “box.” And he was right. Now there are disposable BIC lighte...

Most companies today have innovation envy. They yearn to come up with a game—changing innovation like Apple's iPod, or create an entirely new category like Facebook. Many make genuine efforts to be innovative—they spend on R&D, bring in creative designers, hire innovation consultants. But they get disappointing results.Why? In The Design of Business, Roger Martin offers a compelling and provocative answer: we rely far too exclusively on analytical thinking...

Get customers, clients, and co-workers to say "yes!" in 8 minutes or lessThis revised second edition by a leading expert of influence continues to teach a proven system of persuasion. Synthesizing the latest research in the field of influence with real-world tested experiences, it presents simple secrets that help readers turn a "no" into a "yes." Every secret in this book has been rigorously tested, validated, and found reliable.Learn dozens of all-n...

Practical techniques for applying neuroscience and behavior research to attract new customersBrainfluence explains how to practically apply neuroscience and behavior research to better market to consumers by understanding their decision patterns. This application, called neuromarketing, studies the way the brain responds to various cognitive and sensory marketing stimuli. Analysts use this to measure a consumer's preference, what a customer reacts to, and ...

Jeanne Liedtka and Tim Ogilvie educate readers in one of the hottest trends in business: "design thinking," or the ability to turn abstract ideas into practical applications for maximal business growth. Liedtka and Ogilvie cover the mind-set, techniques, and vocabulary of design thinking, unpack the mysterious connection between design and growth, and teach managers in a straightforward way how to exploit design's exciting potential.Exemplified by Apple and the success of its elega...

What’s your entrepreneurial profile?Do you have what it takes to build a great business?In this book, three prominent business leaders and entrepreneurs-now venture capitalists and CEO advisers-share the qualities that surface again and again in those who successfully achieve their goals. The common traits? Heart, smarts, guts, and luck.After interviewing and researching hundreds of business-builders across the globe, the authors found that every on...

The branding bible for today's globalized worldToday, brands have become even more important than the products they represent: their stories travel with lightning speed through social media and the Internet and across countries and diverse cultures. A brand must be elastic enough to allow for reasonable category and product-line extensions, flexible enough to change with dynamic market conditions, consistent enough so that consumers who travel physically o...

What makes a great leader?It's a question that has been tackled by thousands. In fact, there are literally tens of thousands of leadership studies, theories, frameworks, models, and recommended best practices. But where are the clear, simple answers we need for our daily work lives? Are there any?Dave Ulrich, Norm Smallwood, and Kate Sweetman set out to answer these questions-to crack the code of leadership. Drawing on decades of research experience, the au...

One of The Globe & Mail's Top 10 Business books of the Year!Rethink Everything You Know About Leadership Strengths"A must-read for anyone wanting to positively stand out in an organization or for leaders wanting to raise the overall performance of the organization." -- Cindy Brinkley, Vice President, Global Human Resources, General Motors"Zenger Folkman's findings related to companion behaviors is exciting. It enhances what's...