Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it-from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends-generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule-treat customers the way you would want a loved one treated-at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.

1. It is a practical guide to understanding and implementation 2. It assumes no prior in depth knowledge 3. It is written in plain language and may be understood by anyone, whether or not they are qualified or involved with IT. It is therefore equally suitable for senior management, IT practitioners, students and interested individuals.

Written by an expert in energy business who has been invited to G20/B20 taskforces Covers the latest developments in smart cities, green transport, and carbon solutions Each chapter features practical strategies alongside international examples and case studies

India is the largest provider of generic drugs globally. The Indian pharmaceutical sector supplies over 50 per cent of the global demand for various vaccines, and as a result, holds an important position in the global pharmaceutical sector. This book is a comprehensive study of pharmaceutical marketing management in the Indian context and similar growth markets. The book introduces the fast-paced and multi-faceted discipline of pharmaceutical marketing management through an in-depth discussion on the genesis and evolution of its marketing concept. Combining theory and practice, it offers a strategic approach to pharmaceutical marketing from an organisational and business perspective and explicates the practical applications of it. Richly supported by case studies, the book brings together fresh perspectives and approaches equally useful for students and professionals. This book will be of interest to academicians, advanced students, and practitioners of pharmaceutical marketing and pharmaceutical management. It will also be beneficial to those interested in business strategy, decision making, and international marketing.

This book describes and critically addresses the innovations and shifts made in the revision of the Audiovisual Media Services Directive (AVMSD) adopted by the European Parliament and Council in 2018. Reflecting on European Union regulation and policy practice in all its Member States, the book's unique approach places in-depth case study topics against the broader theoretical background. Taking a Europe-wide angle, an international team of authors focuses on key aspects of the AVMSD: the expansion of its scope to include video-sharing-platforms such as YouTube; the update of the rules for commercial communications; the first attempt for harmonized, minimal requirements at EU level regarding transparency of media ownership; new rules to ensure that video-on-demand services offer, invest in, and prioritise European content; the obligation on television distributors and smart TV manufacturers to pass on broadcasters' signal without any interference, alteration or modification; and, the formalisation and consolidation of new forms of collaboration among national regulatory authorities. This thorough analysis of the cornerstone of European media policy makes this edited collection a crucial reference for scholars and students of media and cultural industries, media law and policy, European and EU media policy, and technology studies.

It started and ended with a financial catastrophe. The Darien disaster of 1700 drove Scotland into union with England, but spawned the institutions which transformed Edinburgh into a global financial centre. The crash of 2008 wrecked the city's two largest and oldest banks - and its reputation. In the three intervening centuries, Edinburgh became a hothouse of financial innovation, prudent banking, reliable insurance and smart investing. The face of the city changed too as money transformed it from medieval squalor to Georgian elegance. This is the story, not just of the institutions which were respected worldwide, but of the personalities too, such as the two hard-drinking Presbyterian ministers who founded the first actuarially-based pension fund; Sir Walter Scott, who faced financial ruin, but wrote his way out of it; the men who financed American railways and eastern rubber plantations with Scottish money; and Fred Goodwin, notorious CEO of RBS, who took the bank to be the biggest in the world, but crashed and burned in 2008.

In May 2021, Jim Gosler, known as the Godfather and commander of US agencies' cyber offensive capability, said, ''Either the Intelligence Community (IC) would grow and adapt, or the Internet would eat us alive.'' Mr Gosler was speaking at his retirement only several months before the terrorist attacks of 9/11. He possibly did not realise the catalyst or the tsunami that he and his tens of thousands of US IC offensive website operatives had created and commenced. Over the last two decades, what Mr Gosler and his army of Internet keyboard warriors created would become the modus operandi for every faceless, nameless, state-sponsored or individual cybercriminal to replicate against an unwary, ill-protected, and ignorant group of executives and security professionals who knew little to nothing about the clandestine methods of infiltration and weaponisation of the Internet that the US and UK agencies led, all in the name of security. This book covers many cyber and ransomware attacks and events, including how we have gotten to the point of massive digital utilisation, particularly during the global lockdown and COVID-19 pandemic, to online spending that will see twice the monetary amount lost to cybercrime than what is spent online. There is little to no attribution, and with the IC themselves suffering cyberattacks, they are all blamed on being sophisticated ones, of course. We are witnessing the undermining of our entire way of life, our economies, and even our liberties. The IC has lots to answer for and unequivocally created the disastrous situation we are currently in. They currently have little to no answer. We need-no, we must demand-change. That change must start by ensuring the Internet and all connections to it are secure and no longer allow easy access and exfiltration for both the ICs and cybercriminals.

The only pocket guide to the UK building regulations on the market Succinct, portable, reliable guide to UK Building regulations Essential for anyone involved in building works or renovations in the UK

Economic and political reforms and globalization in the developing world have led to the emergence of companies that are expanding beyond their national borders into the international arena. The transformation into multinational corporations is generally not accompanied by a change in the way they manage their talent. There is a disconnect between globalization and talent management. Yet the most effective and sustainable source of competitive advantage is talent. Talent Management in the Developing World explores how the policies, systems and procedures that have been successful within national boundaries are inadequate to meet the value propositions of completely different and diverse people working in different countries, cultures, legal and socio-economic environments. In fact they may be dysfunctional to talent management. Using the perspective of the developing world, Dr Elegbe outlines the shift in paradigm and practice that is required if organizations are to develop a sustainable talent management strategy in these countries. A global approach to talent management assures competitiveness and sustainability of success in the international environment but change will not happen until line and HR managers see its urgency and criticality. That is the endeavour of this book.

The deployment of software patches can be just as challenging as building entirely new workstations. Training and support issues can haunt even the most successful software launch for months. Preparing for the rigors of software deployment includes not just implementing change, but training employees, predicting and mitigating pitfalls, and managing expectations. Software Deployment, Updating, and Patching provides the skills you need to develop a comprehensive strategy for tracking and managing system configurations, as well as for updating and securing systems with the latest packs and patches. Written by two of Microsoft's top experts, this clear and concise manual demonstrates how to perform inventories of IT assets, test compatibility, target deployment, and evaluate management technologies. It also shows you how to create and implement your own deployment plans with recovery and remediation options, and how to recognize potential vulnerabilities.

New Work and Industry 4.0 have matured and this book takes a practical, experience-based approach to project management in these areas. It introduces methods and covers the practical aspects. It critically examines existing approaches and practices and shows their limitations. The book covers appropriate methods as well as human and social aspects. It contributes to the ongoing discussion of business practices and methods. It also aims to stimulate dialogue in the professional community. Digital Project Practice for New Work and Industry 4.0 begins by introducing basic concepts in the context of Industry 4.0 and discussing how they might influence organizational communication and impact the work environment. After examining the possibilities and challenges of remote work and collaboration in distributed teams all over the world, the book looks at a company's fundamental changes related to New Work from a practical business perspective as well as legal and ethical perspectives. It reviews the case of the VW emission scandal and recommends ways to improve corporate culture. Legal issues include New Work and hybrid forms of collaboration as well as liability for automated decisions (i.e., the potential need for an 'electronic person'). Other implications for the workplace include how: Industry 4.0 might influence the potential demand for "Digital Unions" Industry 4.0, and lean production, and their applications can change industrial practices Open Banking presents new approaches and new business models Work structures and systems can empower employees' work self-management This book also looks at how New Work effects individual workers. It addresses digital stress, introduces strategies for coping with it, and discusses related topics. It also explores the benefits of meditation and the economics of mind, body, and spirit. In essence, this book cover appropriate methods along with human and social factors. It also covers practice, different perspectives, and various experiences from all around the globe. Contributing to the ongoing discussion on business practices and methods, this book will nourish and stimulate dialogue in the professional community.

Backed by evidence and research, this practical book presents an innovative yet comprehensive approach to teaching non-native English speakers the main communication and cultural competencies that are required to succeed in an international English-speaking workplace. Each unit includes strategies for teaching key skills, tasks to encourage reflection and notes on relevant cultural and technological issues. Practical features in each unit include lesson plans and materials, insights from the research, extension tasks, reflection activities and further readings. Supported by current learning theories, key teaching methodologies and assessment materials, the chapters address the challenges that non-native English speakers may face in the international English-speaking workplace. Areas of focus include: Job hunting Job applications Interviews Interpersonal, written and spoken communication Performance appraisals Applying for promotions Written for pre-service, practicing and future teachers, with specific guidance for each role, this is an essential resource for all educators who want to confidently address the challenges that non-English speakers may encounter at work, including linguistic proficiency, cultural awareness and the use of technology.

This comprehensive Handbook provides a survey of all the major research areas in sports economics written by almost all of the active researchers in this field. It offers not only an accessible insight into the major findings of the literature but also presents some of the world's principal researchers' views on the unanswered questions that face us today. Issues covered include: * sport in the economy * the demand for sport * cost-benefit analysis of sport * sporting governance and the state * individualistic sports * team sports * dysfunctions in sport including discrimination, doping and corruption. It is an indispensable guide to one of the most lively and rapidly evolving fields of economics.

Most contemporary organizations use management teams to manage and coordinate their businesses at all levels of the organizational hierarchy. Management teams typically set overall goals, strategies, and priorities, making vital organizational decisions. They discuss issues, solve problems, offer advice, and ensure various processes and units are aligned and interact efficiently. Although management teams are vital for overall organizational performance, research indicates that they are largely underused and less effective than their potential would suggest for value creation. This book provides a research-based and practical model of the characteristics of effective management teams. It looks in depth at each factor of the model, discusses the supporting research, provides examples of how the factors influence the work and effectiveness of management teams, and shares tips and tools for successfully working with management team development. It provides researchers, academics, and students of organizational behavior with an overview of the variables that empirical research has found to be robustly related to management team effectiveness and will enable leaders and management consultants to develop more effective management teams.

A very practical guide aimed at equipping women with the skills and insight to make decisions and build the career and lifestyle they want. Includes an accompanying workbook to use to develop and embed skills. Includes case studies of women clients who have faced the challenges of a career transition and draws conclusions and solutions from their experience.

Cybersecurity risk is a top-of-the-house issue for all organizations. Cybertax-Managing the Risks and Results is a must read for every current or aspiring executive seeking the best way to manage and mitigate cybersecurity risk. It examines cybersecurity as a tax on the organization and charts the best ways leadership can be cybertax efficient. Viewing cybersecurity through the cybertax lens provides an effective way for non-cybersecurity experts in leadership to manage and govern cybersecurity in their organizations The book outlines questions and leadership techniques to gain the relevant information to manage cybersecurity threats and risk. The book enables executives to: Understand cybersecurity risk from a business perspective Understand cybersecurity risk as a tax (cybertax) Understand the cybersecurity threat landscape Drive business-driven questions and metrics for managing cybersecurity risk Understand the Seven C's for managing cybersecurity risk Governing the cybersecurity function is as important as governing finance, sales, human resources, and other key leadership responsibilities Executive leadership needs to manage cybersecurity risk like they manage other critical risks, such as sales, finances, resources, and competition. This book puts managing cybersecurity risk on an even plane with these other significant risks that demand leader ships' attention. The authors strive to demystify cybersecurity to bridge the chasm from the top-of-the-house to the cybersecurity function. This book delivers actionable advice and metrics to measure and evaluate cybersecurity effectiveness across your organization.

I carefully curated reader designed to be a core text for philanthropy programmes International and inclusive, incorporating global voices translated into English, in some cases for the first time Focused on the concept, practice and theory of fundraising, with a particular focus on informed and critical decision-making in both the academic and professional fields Contains excepts rather than full pieces for a condensed experience that saves the reader time While designed for courses, its focus on practice and the professionalisation of fundraising will appeal to fundraisers and non-profit sector professionals A rich and varied mixture of pieces ranging from the cutting edge of research through to biographies, autobiographies, journalism and historic sources

Netnography has become an essential tool for qualitative research in the dynamic, complex, and conflicted worlds of contemporary technoculture. Shaped by academic fields, industries, national contexts, technologies and platforms, and languages and cultures for over two decades, netnography has impacted the research practices of scholars around the world. In this volume, 34 researchers present 19 chapters that examine how they have adapted netnography and what those changes can teach us. Positioned for students and researchers in academic and professional fields, this book examines how we can better use netnographic research to understand the many ways networked technologies affect every element of contemporary business life and consumer existence. Netnography Unlimited provides an unprecedented new look at netnography. From COVID-19 to influencer empathy, gambling and the Dark Web to public relations and the military, AI and more-than-human netnography to video-streaming and auto-netnography, there has never been a wider or deeper treatment of technocultural netnographic research in one volume. Readers will learn what kind of work they can do with netnography and gain an up-to-date understanding of the most pressing issues and opportunities. This book is a must-read for those interested in technology, research methods, and contemporary culture.

In this bold, exciting and readable volume, Paul Cheshire, Max Nathan and Henry Overman illustrate the insights that recent economic research brings to our understanding of cities, and the lessons for urban policy-making. The authors present new evidence on the fundamental importance of cities to economic wellbeing and to the enrichment of our lives. They also argue that many policies have been trying to push water uphill and have done little to achieve their stated aims; or, worse, have had unintended and counterproductive consequences. It is remarkable that our cities have been so successful despite the many shortcomings of urban policies and governance. These shortcomings appear in both rich and poor countries. Many powerful policies intended to influence urban development and spatial differences have been developed since the late 1940s, but they have been subject to little rigorous economic evaluation. The authors help us to understand why economic growth has emerged so unevenly across space and why this pattern persists. The failure to understand the forces leading to uneven development underlies the ineffectiveness of many current urban policies. The authors conclude that future urban policies need to take better account of the forces that drive unevenness and that their success should be judged by their impact on people, not on places - or buildings. This groundbreaking book will prove to be an invaluable resource and a rewarding read for academics, practitioners and policymakers interested in the economics of urban policy, urban planning and development, as well as international studies and innovation. Contents: Foreword by Ed Glaeser 1. Introduction 2. Urban Economic Performance 3. Residential Segregation and People Sorting Within Cities 4. Planning for a Housing Crisis: Or the Alchemy by Which We Turn Houses into Gold 5. Planning and Economic Performance 6. Planning: Reforms that Might Work and Ones that Wont 7. Devolution, City Governance and Economic Performance 8. Urban Policies 9. Conclusions Index

There is considerable connection between growth of the personnel in the organization and the ability for the company to compete over time. Looking outside for help training may be required but looking within for opportunities for enhanced training and growth, will foster a continually improving and growing organization. This book examines the opportunities for learning, within the organization and its' activities, along with the connection to motivation. Additionally, it provides information on the characteristics of organizations that are able to quickly disseminate, along with approaches for improving this distribution of that learning throughout the organization.

Why do some leaders succeed and others fail? Is there a magic ingredient that the leaders must consider in their career journey to ensure the joy ride does not turn into a nightmare? What is the key to maximizing leaders' success in ways that are sustainable long term? The purpose of this book is to provide a simple road map for leaders, aspiring leaders, students, and anyone interested in the art of leadership to succeed in high-risk environments. Often, leaders don't know what they don't know. One main culprit is the lack of assessing, measuring, analyzing, and addressing risk. Simply put, we don't know what we don't measure. What is not known can and will eventually harm leaders, organizations, and their customers. Change is the new normal and only constant. As change grows, so does risk. Risk can be a friend or foe to thought leaders. It all depends on perspective, insight, and knowledge. Ignorance is never bliss, and leaders must leverage knowledge to mitigate risks at every turn. In The 10 Cardinal Sins of Leadership: What Thought Leaders Must Never Do to Succeed in High-Risk Environments, readers will learn: How to identify, measure, analyze, and address various types of risk How to determine if risk is a friend or a foe Strategic planning concepts that will allow leaders to magnify, plan for, leverage, and marginalize risks long term Methods to ensure that inclusion efforts do not become overly exclusive, thus excluding key stakeholders and creating new levels of organizational risk Techniques for looking back at organizational yesteryears to create a high-performing journey map for the road ahead The value of perspective - how we view things determines how we respond or wait to be disrupted unknowingly

Portraying how entrepreneurs often start out conducting some or all of their trade on an 'off-the-books' basis and how many continue to do so once they become established, this book provides the first detailed account of the vast and ubiquitous hidden enterprise culture existing in the interstices of western economies. Until now, the role of the underground economy in enterprise creation, entrepreneurship and small business development has been largely ignored despite its widespread prevalence and importance. In contrast to much of the previous literature that views the underground economy as low-paid, exploitative sweatshop work that should be deterred, this book takes a fresh, more positive perspective that considers the underground economy as a hidden enterprise culture. Colin C. Williams prescribes the means by which western governments can best harness this hidden culture of enterprise. He outlines detailed policy initiatives that seek to assist business ventures in setting up on a formal footing, and aim to encourage underground enterprises and entrepreneurs to make the transition into the realm of legitimacy. This book provides a lucid guide as to how the hidden culture of enterprise can be brought into the open. As such, it will prove invaluable to a wide-ranging audience including scholars and students of business studies, entrepreneurship, management, economics and regional science.

- The first book to contextualize business support of the arts within the evolution of CSR - The book will appeal to a wide variety of readers interested in culture, society and capitalism, including - The first book in almost 20 years to examine the relationship of business and the arts in an historical context

Trail-blazing social entrepreneurs are tackling the world's most pressing problems that government, business, or charity have failed to solve. They are creating businesses with a primary mission of social change. Scott Boyer is one such social entrepreneur. This 28-year veteran of Big Pharma left a six-figure salary to start OWP Pharmaceuticals and the ROW Foundation. This commercial business and non-profit organization exist in a symbiotic relationship we call a "tandem hybrid social enterprise." This model combines a multimillion dollar business with a foundation that's on track to become the largest funder of projects serving people with epilepsy and associated psychiatric disorders in the world. The tandem hybrid incorporates the principles learned by Scott and others for building a truly unique social enterprise from the ground up; one that is: Driven by a compelling social mission Financed by commercial success Structured to retain control Scalable and sustainable for the long haul Powering Social Enterprises With Profit And Purpose offers a detailed blueprint that has proven commercially and philanthropically successful and that can be replicated in most business sectors.