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What to Ask

How to Learn What Customers Need but Don't Tell You

by Andrea Belk Olson ...

Does capturing customer feedback feel like a pointless exercise?No matter the number of surveys, interviews, or studies conducted, we regularly fail to uncover those gems needed to make our organization stand out. It’s no surprise given that “expert” guidance states the obvious, like “Ask open-ended questions,” “Identify patterns,” or “Extract insights.” What’s needed is a way to discover what we ... Read more

$12.99 USD

Does capturing customer feedback feel like a pointless exercise?No matter the number of surveys, interviews, or studies conducted, we regularly fail to uncover those gems needed to make our organization stand out. It’s no surprise given that “expert” guidance states the obvious, like “Ask open-ended questions,” “Identify patterns,” or “Extract insights.” What’s needed is a way to discover what we
... Read more
It Looked Great on Paper

How to Translate Strategy into Everyday Actions

by Andrea Belk Olson ...

How to Translate Strategy Into Everyday ActionsMost leaders assume strategy falters due to a lack of employee commitment and buy-in. The real culprit is subtler and more destructive: execution drift. It’s the slow, invisible separation between what leaders intend and what organizations actually do—fueled by vague direction, competing priorities, and leadership behaviors that quietly undermine ... Read more

$9.99 USD

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How to Translate Strategy Into Everyday ActionsMost leaders assume strategy falters due to a lack of employee commitment and buy-in. The real culprit is subtler and more destructive: execution drift. It’s the slow, invisible separation between what leaders intend and what organizations actually do—fueled by vague direction, competing priorities, and leadership behaviors that quietly undermine
... Read more

Work Rules!

Insights from Inside Google That Will Transform How You Live and Lead

by Laszlo Bock ...

**A groundbreaking inquiry into the philosophy of work, and a blueprint for attracting the most spectacular talent to your business and ensuring that they succeed, from the visionary head of Google's innovative People Operations."A true masterpiece." —Forbes.com**"We spend more time working than doing anything else in life. It's not right that the experience of work should be so demotivating and ... Read more

$14.99 USD

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**A groundbreaking inquiry into the philosophy of work, and a blueprint for attracting the most spectacular talent to your business and ensuring that they succeed, from the visionary head of Google's innovative People Operations."A true masterpiece." —Forbes.com**"We spend more time working than doing anything else in life. It's not right that the experience of work should be so demotivating and
... Read more

Also available as: Audiobook
The McKinsey Mind: Understanding and Implementing the Problem-Solving Tools and Management Techniques of the World's Top Strategic Consulting Firm

by Ethan Rasiel, Ph.D. Paul N. Friga ...

The groundbreaking follow-up to the international bestsellera hands-on guide to putting McKinsey techniques to work in your organizationMcKinsey & Company is the most respected and most secretive consulting firm in the world, and business readers just can't seem to get enough of all things McKinsey. Now, hot on the heels of his acclaimed international bestseller The McKinsey Way, Ethan Rasiel ... Read more

$22.69 USD

The groundbreaking follow-up to the international bestsellera hands-on guide to putting McKinsey techniques to work in your organizationMcKinsey & Company is the most respected and most secretive consulting firm in the world, and business readers just can't seem to get enough of all things McKinsey. Now, hot on the heels of his acclaimed international bestseller The McKinsey Way, Ethan Rasiel
... Read more
Designing for Growth

A Design Thinking Tool Kit for Managers

by Tim Ogilvie, Jeanne Liedtka ...

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 ... Read more

$20.89 USD

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
... Read more
Leading Organizations

Ten Timeless Truths

by Scott Keller, Mary Meaney ...

The guide for all leaders and senior managers, offering the answers to critical questions on organizational design and management.Every year, over 10,000 business books are published-and that's before you add in the hundreds of thousands of articles, blogs, and video lectures that are produced. Leaders can't possibly hope to digest it all, and writers increasingly sensationalize and spin their ... Read more

$16.39 USD

The guide for all leaders and senior managers, offering the answers to critical questions on organizational design and management.Every year, over 10,000 business books are published-and that's before you add in the hundreds of thousands of articles, blogs, and video lectures that are produced. Leaders can't possibly hope to digest it all, and writers increasingly sensationalize and spin their
... Read more
A Designer's Research Manual, 2nd edition, Updated and Expanded

Succeed in Design by Knowing Your Clients and Understanding What They Really Need

by Jenn Visocky O'Grady, Ken Visocky O'Grady ...

Good information gives designers a competitive advantage. Understanding the wishes of a client and the needs and preferences of their audience drives innovation. The ability to gather research, analyze findings, and apply them to project goals is as important to successful design teams as their conceptual and aesthetic skills. This essential handbook will help readers understand what design ... Read more

$21.59 USD

Good information gives designers a competitive advantage. Understanding the wishes of a client and the needs and preferences of their audience drives innovation. The ability to gather research, analyze findings, and apply them to project goals is as important to successful design teams as their conceptual and aesthetic skills. This essential handbook will help readers understand what design
... Read more
Smarter Collaboration

A New Approach to Breaking Down Barriers and Transforming Work

by Heidi K. Gardner, Ivan A. Matviak ...

We need a new approach for solving tough problems in a complex world—we need to collaborate smarter.Market volatility. Sustainability demands. Hybrid working. Opportunities and hazards of fast-changing technology and regulations. Companies and nonprofits face more daunting challenges than ever. How can we collaborate in our organizations—and with outside partners—to solve problems, innovate, and ... Read more

$23.09 USD or Free with Kobo Plus

Also available as: Audiobook

We need a new approach for solving tough problems in a complex world—we need to collaborate smarter.Market volatility. Sustainability demands. Hybrid working. Opportunities and hazards of fast-changing technology and regulations. Companies and nonprofits face more daunting challenges than ever. How can we collaborate in our organizations—and with outside partners—to solve problems, innovate, and
... Read more

Also available as: Audiobook
Using Behavioral Science in Marketing

Drive Customer Action and Loyalty by Prompting Instinctive Responses

by Nancy Harhut ...

WINNER: 2023 American Marketing Association Foundation Leonard L. Berry Marketing Book AwardWINNER: 2024 Axiom Business Book Awards - Silver Medal in Advertising / Marketing / PRWINNER: National Indie Excellence Awards 2023 - Marketing & Public RelationsWINNER: Readers' Favorite Book Awards 2023 - Gold Medal in Non-Fiction - MarketingWINNER:</... ... Read more

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WINNER: 2023 American Marketing Association Foundation Leonard L. Berry Marketing Book AwardWINNER: 2024 Axiom Business Book Awards - Silver Medal in Advertising / Marketing / PRWINNER: National Indie Excellence Awards 2023 - Marketing & Public RelationsWINNER: Readers' Favorite Book Awards 2023 - Gold Medal in Non-Fiction - MarketingWINNER:</...
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The Five Talents That Really Matter

How Great Leaders Drive Extraordinary Performance

by Barry Conchie, Sarah Dalton ...

A former Gallup Global Leadership Research and Development leader and the New York Times bestselling coauthor of Strengths-Based Leadership demystifies the aura and complexity surrounding high performing leaders through original research and interviews with high-performing global leaders.The leadership space is rife with myths, such as the belief that anyone can be a leader with enough effort or ... Read more

$15.99 USD

Also available as: Audiobook

A former Gallup Global Leadership Research and Development leader and the New York Times bestselling coauthor of Strengths-Based Leadership demystifies the aura and complexity surrounding high performing leaders through original research and interviews with high-performing global leaders.The leadership space is rife with myths, such as the belief that anyone can be a leader with enough effort or
... Read more

Also available as: Audiobook
A Complaint Is a Gift

How to Learn from Critical Feedback and Recover Customer Loyalty

by Janelle Barlow ...

The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of ... Read more

$3.99 USD or Free with Kobo Plus

The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of
... Read more
Reskilling and Upskilling: The Insights You Need from Harvard Business Review

by Harvard Business Review, Peter Cappelli, Ginni Rometty, Boris Groysberg, Raffaella Sadun ...

Series series HBR Insights Series
Reskilling is the new imperative in the war for talent.As the pace of technological change accelerates, the demand for new skills is increasing. And as technologies like AI take on new tasks and jobs, smart organizations aren't waiting for their new workforces to appear. They are investing in reskilling the workers. They're adopting a skills-based approach to hiring and developing talent. And they ... Read more

$15.89 USD or Free with Kobo Plus

Reskilling is the new imperative in the war for talent.As the pace of technological change accelerates, the demand for new skills is increasing. And as technologies like AI take on new tasks and jobs, smart organizations aren't waiting for their new workforces to appear. They are investing in reskilling the workers. They're adopting a skills-based approach to hiring and developing talent. And they
... Read more

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Work Rules!

The McKinsey Mind: Understanding and Implementing the Problem-Solving Tools and Management Techniques of the World's Top Strategic Consulting Firm

Designing for Growth

Leading Organizations

A Designer's Research Manual, 2nd edition, Updated and Expanded

Smarter Collaboration

Using Behavioral Science in Marketing

The Five Talents That Really Matter

A Complaint Is a Gift

Reskilling and Upskilling: The Insights You Need from Harvard Business Review

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