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Paperback. Zustand: Good. 2019 AXIOM BUSINESS BOOK AWARD WINNER Featured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers "actionable insights to drive immediate value," according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. How did global gaming company Electronic Arts go from being named "Worst Company in America" to clearing a billion dollars in profit? They discovered a simple truth-and acted on it: Not all customers are the same, regardless of how they appear on the surface. In The Customer Centricity Playbook, Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer. Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader's first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage. In this new book, Fader and Toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value. "A must-read."-Aimee Johnson, Chief Marketing Officer, Zillow "The Customer Centricity Playbook offers fundamental insights to point organizations of any size in the right direction."-Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0 "Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders."-Susan Johnson, Chief Marketing Officer, SunTrust Banks. …

Paperback. Zustand: Very Good. A first-of-its-kind, science-backed toolkit takes a holistic approach to burnout prevention by helping individuals, teams, and leaders build resilience and thrive at work. Burnout has become one of the most talked about workplace topics, and its impact is far-reaching. The 24/7 pace of work, constant demands, and scant resources can easily put busy professionals on a path to burnout, a cycle that has only accelerated during the COVID-19 pandemic. Burnout affects the health and well-being of the entire organization, yet most attempts to help focus on quick-fix strategies aimed at individuals. Something is missing. In Beating Burnout at Work: Why Teams Hold the Secret to Well-Being and Resilience, Paula Davis, founder of the Stress & Resilience Institute, provides a new framework to help organizations prevent employee burnout. Davis's research-driven, fast-reading, and actionable book is the first of its kind to explore a new solution to the burnout problem at work: a comprehensive approach focused on building the resilience of teams of all sizes. Davis argues that teams, and their leaders, are uniquely positioned to create the type of cultures that are needed to prevent burnout. In Beating Burnout at Work, Davis shares stories from her work coaching, teaching, and training leaders and teams of all sizes, and she explores:How she navigated her own burnout as a lawyer, and how that led her to study burnout and launch a business with the aim of helping organizations and their employees become more resilient; How teams and leaders can utilize simple, science-backed strategies to create cultures that promote resilience and well-being and reduce burnout; How the Mayo Clinic, one of the most renowned medical centers in the world, has developed a powerful model to reduce burnout in its organization; How organizations dealing with high-stress challenges, including the US Army, work to increase resilience in a systemic way; andHow the German company trivago is piloting a new approach to work amid COVID-19 in order to increase team connection and resilience.Solving the burnout puzzle requires a systemic approach. In Beating Burnout at Work, Davis offers an actionable method to help leaders create cultures of well-being and resilience in their organizations. …

Paperback. Zustand: Good. A first-of-its-kind, science-backed toolkit takes a holistic approach to burnout prevention by helping individuals, teams, and leaders build resilience and thrive at work. Burnout has become one of the most talked about workplace topics, and its impact is far-reaching. The 24/7 pace of work, constant demands, and scant resources can easily put busy professionals on a path to burnout, a cycle that has only accelerated during the COVID-19 pandemic. Burnout affects the health and well-being of the entire organization, yet most attempts to help focus on quick-fix strategies aimed at individuals. Something is missing. In Beating Burnout at Work: Why Teams Hold the Secret to Well-Being and Resilience, Paula Davis, founder of the Stress & Resilience Institute, provides a new framework to help organizations prevent employee burnout. Davis's research-driven, fast-reading, and actionable book is the first of its kind to explore a new solution to the burnout problem at work: a comprehensive approach focused on building the resilience of teams of all sizes. Davis argues that teams, and their leaders, are uniquely positioned to create the type of cultures that are needed to prevent burnout. In Beating Burnout at Work, Davis shares stories from her work coaching, teaching, and training leaders and teams of all sizes, and she explores:How she navigated her own burnout as a lawyer, and how that led her to study burnout and launch a business with the aim of helping organizations and their employees become more resilient; How teams and leaders can utilize simple, science-backed strategies to create cultures that promote resilience and well-being and reduce burnout; How the Mayo Clinic, one of the most renowned medical centers in the world, has developed a powerful model to reduce burnout in its organization; How organizations dealing with high-stress challenges, including the US Army, work to increase resilience in a systemic way; andHow the German company trivago is piloting a new approach to work amid COVID-19 in order to increase team connection and resilience.Solving the burnout puzzle requires a systemic approach. In Beating Burnout at Work, Davis offers an actionable method to help leaders create cultures of well-being and resilience in their organizations.…

Paperback. Zustand: Good. Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers.and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.…

Paperback. Zustand: Good. "Impact investing can be a powerful instrument of change." --Judith Rodin, President, The Rockefeller Foundation, and Margot Brandenburg, in the introduction A new wave of investors is using impact investing to address some of the greatest challenges of our time--from climate change and water scarcity to lack of access to health care, education, and affordable housing--with the intention of also generating a financial return. This couldn't happen at a more critical time. While philanthropy continues to be a transformative force for good, global philanthropic funds, even when combined with the development or aid budgets of many national governments, add up to mere billions of dollars. Meanwhile, the cost of solving the world's problems runs into the trillions. In The Power of Impact Investing, Rockefeller Foundation president Judith Rodin and Margot Brandenburg, two of the foremost experts in the field, explain what impact investing is, how it compares to philanthropy and traditional investments, where opportunities are evolving around the world, and how to get started. By sharing moving stories of impact investors and the exciting social enterprises benefiting from these investments, Rodin and Brandenburg offer a compelling resource for anyone interested in better understanding the power of impact investing--including retail investors, high-net-worth individuals, and heads of family offices, foundations, banks, and pension funds--while also offering experienced impact investors an opportunity to deepen their knowledge and benefit from the perspectives of other investors.…

Paperback. Zustand: Good. Peter Cappelli confronts the myth of the skills gap and provides an actionable path forward to put people back to work. Even in a time of perilously high unemployment, companies contend that they cannot find the employees they need. Pointing to a skills gap, employers argue applicants are simply not qualified; schools aren't preparing students for jobs; the government isn't letting in enough high-skill immigrants; and even when the match is right, prospective employees won't accept jobs at the wages offered. In this powerful and fast-reading book, Peter Cappelli, Wharton management professor and director of Wharton's Center for Human Resources, debunks the arguments and exposes the real reasons good people can't get hired. Drawing on jobs data, anecdotes from all sides of the employer-employee divide, and interviews with jobs professionals, he explores the paradoxical forces bearing down on the American workplace and lays out solutions that can help us break through what has become a crippling employer-employee stand-off. Among the questions he confronts: Is there really a skills gap? To what extent is the hiring process being held hostage by automated software that can crunch thousands of applications an hour? What kind of training could best bridge the gap between employer expectations and applicant realities, and who should foot the bill for it? Are schools really at fault? Named one of HR Magazine's Top 20 Most Influential Thinkers of 2011, Cappelli not only changes the way we think about hiring but points the way forward to rev America's job engine again.…

paperback. Zustand: Good.

Paperback. Zustand: Very Good. The next crisis might be here now, or it might be around the corner. In The Prepared Leader: Emerge from Any Crisis More Resilient Than Before, two history-making experts in crisis leadership?James, dean of The Wharton School of the University of Pennsylvania, and Wooten, president of Simmons University?forcefully argue that the time to prepare is always. In no other time in recent history have leaders in every industry and on every continent grappled with so many changes that have independently and simultaneously undermined their ability to lead. The Prepared Leader encapsulates more than two decades of the authors' research to convey how it has positioned them to navigate through the distinct challenges of today and tomorrow. Their insights have implications for every leader in every industry and every worker at every level. In their fast-reading and actionable book, James and Wooten provide tools and frameworks for addressing and learning from crises, and they provide insight into what you need to know to become a Prepared Leader, including: The five phases of crisis management and the skills you need for each phase. They examine how the National Basketball Association and its commissioner, Adam Silver, responded to the COVID-19 pandemic. Making the right decisions under pressure and how to avoid common mistakes. They reveal how Burger King CEO Jose Cil began planning for the aftermath of a crisis right in the middle of one. Building a crisis leadership team and how to lead one that you've inherited. They detail how Wonya Lucas, CEO and President of the Crown Media Family Networks, aligned and mobilized an executive team during a time of crisis. James and Wooten argue that?in addition to people, profit, and the planet?prepared leadership should be the fourth "P" in a company's bottom line. They bring decades of world-renowned research on crisis leadership, diversity and inclusion, management strategy, and positive leadership to the table to help leaders better prepare themselves to lead through crises?and for whatever lies around the corner.…

Paperback. Zustand: Good. The next crisis might be here now, or it might be around the corner. In The Prepared Leader: Emerge from Any Crisis More Resilient Than Before, two history-making experts in crisis leadership?James, dean of The Wharton School of the University of Pennsylvania, and Wooten, president of Simmons University?forcefully argue that the time to prepare is always. In no other time in recent history have leaders in every industry and on every continent grappled with so many changes that have independently and simultaneously undermined their ability to lead. The Prepared Leader encapsulates more than two decades of the authors' research to convey how it has positioned them to navigate through the distinct challenges of today and tomorrow. Their insights have implications for every leader in every industry and every worker at every level. In their fast-reading and actionable book, James and Wooten provide tools and frameworks for addressing and learning from crises, and they provide insight into what you need to know to become a Prepared Leader, including: The five phases of crisis management and the skills you need for each phase. They examine how the National Basketball Association and its commissioner, Adam Silver, responded to the COVID-19 pandemic. Making the right decisions under pressure and how to avoid common mistakes. They reveal how Burger King CEO Jose Cil began planning for the aftermath of a crisis right in the middle of one. Building a crisis leadership team and how to lead one that you've inherited. They detail how Wonya Lucas, CEO and President of the Crown Media Family Networks, aligned and mobilized an executive team during a time of crisis. James and Wooten argue that?in addition to people, profit, and the planet?prepared leadership should be the fourth "P" in a company's bottom line. They bring decades of world-renowned research on crisis leadership, diversity and inclusion, management strategy, and positive leadership to the table to help leaders better prepare themselves to lead through crises?and for whatever lies around the corner. …

Paperback. Zustand: Very Good. "We can all become strategic leaders if we stay on the right path.? Harbir Singh & Michael Useem Even a strong leader can flounder without an effective strategy, and the most powerful strategy can fail without the right leader. Only those who master and integrate both skills can effectively navigate the challenges that lay ahead for today?s organizations. The Strategic Leader?s Roadmap, by Wharton management professors Harbir Singh and Michael Useem, offers a 6-point checklist for leading strategically that will help managers strengthen their capacity to develop strategy and to lead its execution. Drawing on one-on-one interviews with CEOs, in-depth research, and their experience teaching today?s executives and tomorrow?s leaders, Singh and Useem take readers into the officesand mindsetsof some of today?s foremost strategic leaders, including:Carlos Ghosn, chief executive officer of NissanIndra Nooyi, chief executive of PepsiCoJack Ma, founder and chief executive of Alibaba GroupJohn Chambers, executive chairman of Cisco Systems Fast-reading and inspiring, The Strategic Leader?s Roadmap will enable leaders at all levels to master today?s most vital capability.…