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Ordinary Greatness
How to leverage ordinary greatness to create a competitive advantage for any organization Enabling readers to maximize leadership skills, no matter the venue, Ordinary Greatness helps those who are in leadership positions to optimize their organizational results by improving their ability to recognize and create greatness in those who they lead. Featuring real-world stories, this practical guide helps readers relate to both famous and everyday heroes and shows leaders how to improve their immediate environment. In addition, actionable tips and insights are included to equip business leaders to remove the blinders that keep them from seeing their organization's ordinary greatness. Pamela Bilbrey and Brian Jones are organizational consultants, executive coaches, and international speakers and workshop facilitators
Health Communication in Practice
Health Communication in Practice: A Case Study Approach offers a comprehensive examination of the complex nature of health-related communication. This text contains detailed case studies that demonstrate in-depth applications of communication theory in real-life situations. With chapters written by medical practitioners as well as communication scholars, the cases included herein cover a variety of topics, populations, contexts and issues in health communication, including: *provider-recipient communication and its importance to subsequent diagnosis and treatment; *decision-making; *social identity, particularly how people redefine and renegotiate their social identity; *communication dynami...
The Baptist Health Care Journey to Excellence
An insider's look at corporate culture at one of Fortune’s Top 100 Best Companies to Work for in America A business can purchase, imitate, or replicate most of its elements, but when a business places its competitive advantage with its people, it can become the market leader. The Baptist Health Care Journey to Excellence illustrates how Baptist Health Care went from a customer satisfaction rating of less than 20 percent to being consistently ranked in the 99 percent range. Written by the man who made it happen, this book sets benchmarks and best practices for organizations to measure themselves against by creating a service-centered culture that cares first and foremost about customer sati...
Inspire! What Great Leaders Do
A top business consultant and speaker lights the path to a positive, productive work environment What do the best leaders do to achieve greatness in the modern workplace that is muddled by fear, pressure for productivity, overwork? Inspire! offers business leaders a clear vision of what a positive, productive, inspiring organization looks like in these challenging and chaotic times, and how to get there. The key to extraordinary long-term performance lies in a transformational commitment to inspiring people rather than motivating them. Lance Secretan's Higher Ground Leadership concepts have been widely used to increase profits and quality, slash staff turnover, and achieve record organizatio...
Customer Winback
Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business is small or large, product- or service-based, retail or wholesale, this book offers proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. It includes the techniques of hundreds of innovative companies who are already working to recapture lost customers and keep them loyal. In today's hyper-competitive marketplace, no customer retention program can be entirely foolproof, but with this guide gives you today's best methods for winning back those customers you simply can't afford to let go.
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Built on Values
Most leaders know that a winning, engaged culture is the key to attracting top talent—and customers. Yet, it remains elusive how exactly to create this ideal workplace —one where everyone from the front lines to the board room knows the company’s values and feels comfortable and empowered to act on them. Based on Ann Rhoades’ years of experience with JetBlue, Southwest, and other companies known for their trailblazing corporate cultures, Built on Values reveals exactly how leaders can create winning environments that allow their employees and their companies to thrive. Companies that create or improve values-based cultures can become higher performers, both in customer and employee s...
