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Raving Fans - A Revolutionary Approach to Customer Service
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by Kenneth H. Blanchard, Sheldon Bowles (Contributor)
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ISBN: 0688123163, Hardcover -$13.00 BUY
Kenneth Blanchard continues his trend of writing easy-to-read books with BIG ideas for making your business better. Raving Fans is a book of stories relating how fictional companies have created an environment of delivering awesome customer service. A guy that has just been put in a managment position requiring a turnaround goes on a fictional trip with his "angel" to visit businesses that have figured out their vision and their system to deliver customer service extraordinary. Based on three simple principles (Decide, Discover, Deliver), each company has created a group of Raving Fans (not just customers, but fans) who wouldn't consider shopping anywhere else for what one of these companies offers.
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Leadership
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by Rudolph W. Giuliani, Ken Kurson
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ISBN: 0786868414, Hardcover -$16.35 BUY
This highly anticipated book from New York's once controversial, now beloved former mayor opens with a gripping account of Giuliani's immediate reaction to the September 11 attacks, including a narrow escape from the original crisis command headquarters, and closes with the efforts to address the aftermath during his remaining four months in office. But, he argues, he did not suddenly become a great leader on September 11, and "had been doing [my] best to take on challenges my whole career."
Throughout, he displays the hands-on management that marked his administration, including his willingness to respond swiftly and in person to crises, to prove that he could be relied on when the city needed him most. While some critics found his style too aggressive, he has an effective counterargument: "Before September 11, there were those who said we were being overly concerned [about security]," he observes. "We didn't hear that afterwards..."
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Why We Buy - The Science of Shopping
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by Paco Underhill
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ISBN: 0684849143, Paperback -$9.75 BUY
In an effort to determine why people buy, Paco Underhill and his band of retail researchers have camped out in stores over the course of 20 years, dedicating their lives to the "science of shopping." Armed with an array of video equipment, store maps, and customer-profile sheets, Underhill and his consulting firm, Envirosell, have observed over 900 aspects of interaction between shopper and store. They've discovered that men who take jeans into fitting rooms are more likely to buy than females (65 percent vs. 25 percent).
They've learned how the "butt-brush factor" (bumped from behind, shoppers become irritated and move elsewhere) makes women avoid narrow aisles. They've quantified the importance of shopping baskets; contact between employees and shoppers; the "transition zone" (the area just inside the store's entrance); and "circulation patterns" (how shoppers move throughout a store). And they've explored the relationship between a customer's amenability and profitability, learning how good stores capitalize on a shopper's unspoken inclinations and desires.
Underhill, whose clients include McDonald's, Starbucks, Est?Lauder, and Blockbuster, stocks Why We Buy with a wealth of retail insights, showing how men are beginning to shop like women, and how women have changed the way supermarkets are laid out. He also looks to the future, projecting massive retail opportunities with an aging baby-boom population and predicting how online retailing will affect shopping malls. This lighthearted look at shopping is highly recommended to anyone who buys or sells.
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Who Moved My Cheese? An Amazing Way to Deal With Change in Your Work and in Your Life
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by Spencer Johnson, Kenneth H. Blanchard
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ISBN: 0399144463, Paperback -$12.97 BUY
Change can be a blessing or a curse, depending on your perspective. The message of Who Moved My Cheese? is that all can come to see it as a blessing, if they understand the nature of cheese and the role it plays in their lives. Who Moved My Cheese? is a parable that takes place in a maze. Four beings live in that maze: Sniff and Scurry are mice--nonanalytical and nonjudgmental, they just want cheese and are willing to do whatever it takes to get it. Hem and Haw are "littlepeople," mouse-size humans who have an entirely different relationship with cheese. It's not just sustenance to them; it's their self-image.
Their lives and belief systems are built around the cheese they've found. Most of us reading the story will see the cheese as something related to our livelihoods--our jobs, our career paths, the industries we work in--although it can stand for anything, from health to relationships. The point of the story is that we have to be alert to changes in the cheese, and be prepared to go running off in search of new sources of cheese when the cheese we have runs out.
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The 7 Habits of Highly Effective People - Restoring the Character Ethic
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by Stephen R. Covey
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ISBN: 0671708635, Paperback -$11.20 BUY
The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change was a groundbreaker when it was first published in 1990, and it continues to be a business bestseller with more than 10 million copies sold. Stephen Covey, an internationally respected leadership authority, realizes that true success encompasses a balance of personal and professional effectiveness, so this book is a manual for performing better in both arenas.
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Principle-Centered Leadership
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by Stephen R. Covey
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ISBN: 0671792806, Paperback -$9.75 BUY
Covey, the author of the New York Times number 1 bestseller The 7 Habits of Highly Effective People, has struck a chord with millions of readers with his insights into human nature and values. Now he tells them how to apply his theories to everyday life, focusing primarily on the world of business.
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The Richest Man in Babylon
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by George S. Clason
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ISBN: 0451205367, Paperback -$6.99 BUY
I often give this book out as a gift whenever a person younger than me asks for my advice on money. I always present this book to them saying "if you read it and do as it says, it will work magic." It really contains excellent, time tested advice, and would make a good gift for someone in their early 20s who is on their own for the first time, and struggling.
The book is a series of parables about money written in the 1920s by George Clason. They were written as individual essays of a few thousand words, but the theme throughout them is consistent -- save 10% of your money, give 10% away, use 10% to reduce your debt load, and live on the remaining 70%.
The stories in the book are entertaining; they are reminiscent of some of the parables in the Bible, such as the Prodigal Son or the story of the Workers in the Vineyard. I think this is intentional on the part of the author; certainly readers in the 1920s had an appreciation for "old fashioned stories with a moral" that people today seem to have lost. I enjoy the book greatly, though, and any thoughtful person who reads the book should find it interesting, especially if they are trying to get their finances in order.
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Once A Runner
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by John L. Parker, Jr.
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ISBN: 0915297019, Paperback -$ BUY
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Again to Carthage
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by John L. Parker, Jr.
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ISBN: 1891369776, Hardcover -$23.95 BUY
John L. Parker, Jr.'s first novel, Once a Runner, is the cult novel for runners. Self-published in the late 1970s, and for years sold out of the trunk of the author's car at running events, it went on to sell over 100,000 copies and achieve legendary status among runners.
It perfectly captured the intensity, relentlessness, and sheer lunacy of a serious miler's life. Kenny Moore of Sports Illustrated-himself an Olympic runner-called it "by far the best fictional portrayal of the world of a serious runner . . . a marvelous description of the way it really is."
For over twenty-five years, fans of Once a Runner have wanted more. Parker has finally written the sequel, which begins in the early 1970s where the previous book left off. The protagonist of the first book, Quenton Cassidy, has lost his best friend and teammate from college, a helicopter gunship pilot who dies a horrific death after crashing in the jungle. Cassidy is plunged into a depressive spiral in which he is forced to re-examine his studiously carefree life as a young, single attorney.
Cassidy's return to the world of competitive running is dramatic and revelatory both to Cassidy himself and to the reader, as is his desperate, all-out attempt to make one last Olympic team.
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