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How to succeed at work and life--in an increasingly unpredictable
world In a world where you can no longer plan or predict your way
to success, how can you achieve your most important goals? It's a
daunting question. But in today's environment, where change is the
only constant, it's a question everyone must answer. This is true
whether you are an innovator or an entrepreneur, a manager or a
newly minted graduate. The first step, say the authors of this
book, is this: "Just start." In other words, take action now and
learn as you go. Written by a trio of seasoned business leaders,
Just Start combines fascinating research with proven practices to
deliver a reliable method for helping you advance toward your
goals--despite the uncertainty that is all too common today. Babson
College President Leonard Schlesinger, organizational learning
expert Charles Kiefer, and veteran journalist Paul B. Brown share
their own deep and varied experiences and draw from a source where
striving amid constant uncertainty actually works: the world of
serial entrepreneurship. In this world, people don't just think
differently--they act differently, as well. Using this novel
approach, Just Start will help you: * Determine the best strategy
and tactics when the future is uncertain * Minimize financial risk
in every decision you make * Attract like-minded people to what you
want to do (and learn why this is important) * Understand why "Act.
Learn. Build (so you can) Act again" is the best course of action
when facing the unknown So throw out your forecasting tools and
shrug off that nagging frustration that comes with constant
uncertainty. Just Start distills for you the very essence of what
makes people successful in today's volatile environment. This book
is your guide to achieving your goals--whether your project is
professional or personal, or somewhere in between.
James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful
new evidence that paying close attention to the employee-customer
relationship will enable any organization to be a low-cost provider
and achieve superior results -- proving that you can have it all, a
goal thought inadvisable just a few short years ago. At the heart
of this bold assertion is the authors' indisputable conclusion
supported by thirty-one years of groundbreaking research: today's
employee satisfaction, loyalty, and commitment strongly influences
tomorrow's customer satisfaction, loyalty, and commitment and
ultimately the organization's profit and growth -- a quantifiable
set of associations the authors call the value profit chain. In
what may be the most far-reaching study ever undertaken of the
strategic importance of the employee-customer relationship,
Heskett, Sasser, and Schlesinger offer profound new insights into
the life-long value of both employees and customers and the
increasingly important concept of employee-relationship management.
Readers will discover how organizations as diverse as aluminum
maker Alcoa, travel agency Rosenbluth International, and the Willow
Creek Community Church treat employees like customers (in the case
of Willow Creek, volunteers as well). Conversely, the authors show
how advertising agency Merkley Newman Harty and financial services
provider ING Direct treat customers like employees, pursuing the
ones they want most. At the Vanguard Group, Cisco Systems, and
Southwest Airlines, both practices are common. The authors explain
how these organizations and many others -- whether large or small,
public or private, or not-for-profit -- achieve profitability and
growth or the equivalent by leveraging results and process quality
to deliver differentiated products and services at the lowest cost.
Timely, essential, and important reading, The Value Profit Chain
should be readily accessible on the desk of every forward-thinking
manager.
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