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Leadership and the Customer Revolution

Business & Money

Heil, Gary

Management & Leadership

Van Nostrand Reinhold,c1995

Advance praise for: One Size Fits One "It?s a book that should be read every year. With customers today having more choices than ever before, how you serve them could be the difference between keeping or losing those valuable customers and your business. One Size Fits One will help guide you." ?Chandler Barton, Chairman, Coldwell Banker Corporation "A powerful, must-read map for discovering a valuable and elusive treasure: customer loyalty. One Size Fits One will transform you into a demanding consumer and passionate service provider to customers, associates, and employees." ?Chip R. Bell, Author, Customers as Partners and Managing Knock Your Socks Off Service "One Size Fits One will show your organization how to treat every customer like they?re your only customer." ?Roger Dow, Vice President and General Sales Manager, Marriott Hotels and Resorts Worldwide, Co-author, Turned On "If you are in the service business you have to read this book! Gary is one of the few people in this field who truly understands that the environment you create for your employees largely dictates the quality of service your customers will receive." ?Kim Jeffery, President and CEO, Perrier Group of America "Profound and powerful, One Size Fits One lays out a convincing argument for the ways in which we need to build our organizations to better serve our customers, our employees and our communities." ?Patrick O?Donnell, Chief Executive Officer, Apsen Ski Company "In a world where relationships are the currency of the future, this book sets the standard for the next generation of service. Witty, informative, and highly entertaining, One Size Fits One will help you navigate through this highly personalized customer revolution." ?Sandra Kurtzig, Founder and former Chairman, ASK Computer System

One Size Fits One: Building Relationships One Customer and One Employee at a Time

Parker, Tom

Stephens, Deborah C.

Van Nostrand-Reinhold

Praise from business leaders for Leadership and the Customer Revolution "This book forcefully and in immensely practical ways teaches Einstein's staggering point: 'The significant problems we face cannot be solved at the same level of thinking we were at when we created them.' Absolutely both cutting edge and real time, disturbing and confirming, inspiring and pragmatic! I recommend it highly. Worth reading again and again." --Stephen R. Covey, Author of 7 Habits of Highly Effective People and Principle Centered Leadership; Chairman, Covey Leadership Center "Gary Heil makes a good case about what lies ahead of us. The next revolution is that of Leadership--true Leadership based on managing the whole and not the parts. Those aspiring to be tomorrow's Leaders are advised to take a few hours off and to read the book from cover to cover in one go. Enjoy the pleasure of rediscovering the New World of Customized Leadership." --Jan Carlzon, Former CEO of SAS, Author of Moments of Truth "Leadership and the Customer Revolution is a must read for business executives." --Art Levitt, Chief Executive Officer, Hard Rock Cafe "This is a terrific book if you're really serious about improving your company. It's straightforward and no-nonsense, visionary and practical. It forces you to look at the way things are, not how you wish they were, and points out areas where significant change can take root." --Sandra Kurtzig, Founder and Former Chairman, ASK Computer Systems "Leadership, customer loyalty, front-line ownership, the authors rise above the rhetoric on these issues." --Thomas J. Garvey, President, Chase Manhattan PFS "This book is a call to action. It tells us we have to stop talking about change and start making it happen. It's tough and candid, and filled with provocative ideas and smart suggestions." --Richard B. Thomas, EVP and Director, American Honda "When it comes to customer service, many organizations still talk the walk. For those interested in really doing something about service, this book provides an excellent road map." --Gordon Peters, President, The Institute for Management Studies "Rick Tate and Gary Heil are two experts who have helped Johnson &amp; Johnson discover how we can differentiate ourselves by serving our customers better than our competition. We look forward to their new book and new insights into this fascinating subject of Customer Service." --Jerry Gilbert, Vice President, Consumer Sector Customer Relations, Johnson &amp; Johnson "When it comes to customer service, customer loyalty, and leadership, Leadership and the Customer Revolution is both instructional and inspirational. The authors' fresh, often unorthodox perspective and unique ability to translate theory into action make this one of the best business books I have ever read." --Jules Trump, Chief Executive Officer, Northern Automotive Corporation

Leadership and the Customer Revolution: The Messy, Unpredictable, and Inescapably Human Challenge of Making the Rhetoric of Change a Reality

Tate, Rick

Economics

wiley

Advance praise for: One Size Fits One "It’s a book that should be read every year. With customers today having more choices than ever before, how you serve them could be the difference between keeping or losing those valuable customers and your business. One Size Fits One will help guide you." —Chandler Barton, Chairman, Coldwell Banker Corporation "A powerful, must-read map for discovering a valuable and elusive treasure: customer loyalty. One Size Fits One will transform you into a demanding consumer and passionate service provider to customers, associates, and employees." —Chip R. Bell, Author, Customers as Partners and Managing Knock Your Socks Off Service "One Size Fits One will show your organization how to treat every customer like they’re your only customer." —Roger Dow, Vice President and General Sales Manager, Marriott Hotels and Resorts Worldwide, Co-author, Turned On "If you are in the service business you have to read this book! Gary is one of the few people in this field who truly understands that the environment you create for your employees largely dictates the quality of service your customers will receive." —Kim Jeffery, President and CEO, Perrier Group of America "Profound and powerful, One Size Fits One lays out a convincing argument for the ways in which we need to build our organizations to better serve our customers, our employees and our communities." —Patrick O’Donnell, Chief Executive Officer, Apsen Ski Company "In a world where relationships are the currency of the future, this book sets the standard for the next generation of service. Witty, informative, and highly entertaining, One Size Fits One will help you navigate through this highly personalized customer revolution." —Sandra Kurtzig, Founder and former Chairman, ASK Computer Systems

Processes & Infrastructure

The words of Douglas McGregor, one of the fore-fathers of management theory and one of the top business thinkers of all time, cannot and should not be ignored. McGregor's vision of a more humanistic workplace may not have been widely accepted over three decades ago, but technological advancements that McGregor himself anticipated have paradoxically helped companies become more human. Viewing employees not as cogs in the machine but as living beings with individual goals-what McGregor called "the human side of the enterprise"-has proven to provide a remarkable competitive advantage. Now, with the rise of the networked economy, the growing power of frontline workers, and the shift in power from mass producer to individual consumer, authors Gary Heil, Warren Bennis, and Deborah Stephens assert that McGregor's ideas are more important and relevant than ever before. Douglas McGregor, Revisited emphasizes McGregor's lasting influence and updates his thinking with new concepts, fresh strategies, and modern implementation. This timely work traces McGregor's original thinking, which has emerged in current approaches that stress distributed leadership, open-minded appraisal techniques, and employee/customer commitment. Highlighted throughout with gems of wisdom in McGregor's own words, the book describes the value of his theories for today's managers. The authors carefully outline how to put McGregor's thinking into practice in your own business so you can: * Devise a better performance management system * Form and supervise effective management teams * Build cooperation instead of internal competition * Cultivate an intrinsically motivating, values-driven workplace * Create a cause worthy of employee commitment Also featured are examples from a host of companies and leaders who have flourished under McGregor's approach. Authoritative and highly instructive, Douglas McGregor, Revisited offers new generations of managers important lessons from history and from the field. Praise for Douglas McGregor, Revisited "This book revisits in a contemporary manner the most important question facing management today: given what we know about human nature, how should work be managed so as to unleash the vast creative potential of human beings? The evidence is overwhelming that many people either come to an organization or can be appropriately led to exhibit the behavior McGregor characterized as 'Theory Y.' This book provides a 'how-to' approach for developing people at work and for establishing high performance organizations."-Joseph A. Maciariello, Horton Professor of Management Peter F. Drucker Graduate School of Management, Claremont Graduate University and Claremont McKenna College. Author of Lasting Value: Lessons from a Century of Agility at Lincoln Electric Douglas McGregor's seminal works, The Human Side of the Enterprise and The Professional Manager, debunked Taylorism and described a revolutionary way to manage people. He was the first to apply the findings in behavioral science to the world of business. Based on what had been learned about human behavior, McGregor explored the implications of managing people in a different manner than tradition dictated. The nature of work today makes McGregor's ideas more relevant than ever before. This important book applies his thinking to today's business world, proving again that the human aspect of work is crucial to organizational effectiveness. It also suggests how you can change your thinking and implement his ideas in your own business and workplace.

Douglas McGregor, Revisited: Managing the Human Side of the Enterprise

Bennis, Warren

A billion-dollar paper manufacturer in Wisconsin works closely with a small stationery store halfway across the country to better ensure that the company's products will sell at the retail level. * An Internet browser company distributes its products free to the masses, resulting in a market share of paying customers and a worldwide community of prospective buyers of services and products. * An irate customer in Berkeley, California, places a $10,000 ad in the Wall Street Journal to protest what he considers shoddy treatment by a large coffee company-and ultimately receives 6,000 responses from other dissatisfied customers to his toll-free telephone number. Love it, hate it, fear it, or wish it would just disappear, we are entering an era where one size no longer fits all-or even a few. We find ourselves in a highly personalized, customer-driven environment where now "one size fits one." The only business objective that makes any sense is a long-term relationship with each profitable customer. Today's customers have vast power to collaborate with you to build your businesses, but if they're not happy, they will walk away faster than ever before-or actively undermine you. How can you win the unshakable loyalty and trust of these savvy customers? One Size Fits One: Building Relationships One Customer and One Employee at a Time received critical acclaim from the business press and the endorsement of top CEOs by laying out the ten rules for what customers want-in their own blunt words-and showing how your company can begin to develop the personalized relationships necessary to build loyalty. This updated Second Edition places a much stronger emphasis on distributed leadership throughout an organization, which is needed to build enduring customer relationships. It presents the organizational structure you need to support such a distributed leadership, thereby creating greater customer/employee relationships and a better, stronger company. Certainly no company can deliver "one size fits one" value without loyal employees committed to creating exceptional value for each individual customer. One Size Fits One explains why yesterday's workplace mentality no longer works and shows how relationships inside organizations must change to successfully unleash the power of truly committed employees, using entertaining examples and anecdotes from real life. In a world where "one size fits one," no one will have to settle for the ordinary, and any business that provides it will be unable to survive. One Size Fits One is a source of inspiration for all managers, providing a template for beginning the odyssey-one customer and one employee at a time. Praise for the First Edition "It's a book that should be read every year. With customers today having more choices than ever before, how you serve them could be the difference between keeping or losing those valuable customers and your business. One Size Fits One will help guide you."-Chandler Barton, Chairman, Coldwell Banker Corporation. "A powerful, must-read map for discovering a valuable and elusive treasure: customer loyalty. One Size Fits One will transform you into a demanding consumer and passionate service provider to customers, associates, and employees."-Chip R. Bell, author, Customers as Partners and Managing Knock Your Socks Off Service. "One Size Fits One will show your organization how to treat every customer like they're your only customer."-Roger Dow, Vice President and General Sales Manager, Marriott Hotels and Resorts Worldwide, and coauthor, Turned On. "If you are in the service business you have to read this book! Gary is one of the few people in this field who truly understands that the environment you create for your employees largely dictates the quality of service your customers will receive."-Kim Jeffery, President and CEO, Perrier Group of America Inc.

John Wiley&Sons, Inc.

Employee Management and Customer Service in the Retail Industry, by Gary Heil and Chris Thomas, attempts to combine the psychology of dealing with employees and customers with the practical realities of managing a retail business. Organized into ten chapters, this book loosely follows a retail manager’s natural progression from interviewing prospective employees, to hiring the right ones, paying them fairly, and keeping them happy on the job.

Employee Management and Customer Service in the Retail Industry

THOMAS, Chris

Industries

In today's business world, leadership that can successfully win the hearts, minds, and passion of employees continues to be an elusive target. While many other qualities can encourage and promote short-term results, authentic leadership is the only lasting means of motivating and inspiring a team long-term a lesson The Leader's New Clothes helps us take away from another children's classic tale, The Emperor's New Clothes. This wonderful reality tale describes one CEO's journey in becoming an authentic leader. The story is full of corporate humor on its way to a climax that highlights the Naked Truths guidelines for leaders of every level, intent on building inspired teams through authentic leadership.

The Leader's New Clothes

Meinhardt, Karl

CFIL Press

Noted authors, coaches, and consultants Tom House, Gary Heil, and Steve Johnson present this update on objective medical, exercise, and coaching pitching research. The Art &amp; Science of Pitching provides current information on skills and drills for coaches, players, and parents. The book contains four sections: pitching biomechanics; building skills with drills; pitching goals, strategies, and tactics for competition; and functional fitness, mental/emotional management, nutrition, and arm care for health and performance. Each chapter describes in detail learning points and teaching applications of help improve the health and performance of pitchers from Little League to the Major Leagues. Large format and features over 250 clear pictures and images. Produced in cooperation with the National Pitching Association.

The Art & Science of Pitching

Sports & Outdoors

Johnson, Steve

House, Tom

Coaching

Coaches Choice

Choose Love Not Fear: How the Best Leaders Build Cultures of Engagement and Innovation That Unleash Human Potential

“Great leaders create great teams, and with Choose Love, Not Fear, Gary and Ryan show how creating a human-focused culture is the only way to win the future. Deeply researched and filled with inspiring examples, this book is an essential handbook for today’s leaders.” 
—Arianna Huffington, Founder and CEO of Thrive Global\n“Gary and Ryan Heil have issued a clarion call for a new approach to leadership in our offices, classrooms, and playing fields. They show that relying on intimidation and control is not only inhumane&mdash it’s also ineffective. The very best leaders today must embrace intrinsic motivation, vulnerability, and, yes, love. Fear, we now know, makes us dumber. This remarkable book will make you smarter.” 
—Daniel H. Pink, #1 New York Times bestselling author of DRIVE, WHEN, and TO SELL IS HUMAN\n“Every leader should read this book! Gary and Ryan Heil have distilled the essence of great teams and great leaders into a few short, but profound principles. Choose Love, Not Fear shows a unique and compelling way to build exceptional organizations. Wisdom on every page.” 
—Admiral William H. McRaven, U.S. Navy (Retired); Former Commander of the US Special Operations Command and former Chancellor of the University of Texas System 
Why, despite $50B a year in investment and decades of effort, have we made so little progress in developing better leaders? What separates exemplary leaders from the merely good ones? If innovation is so valuable, why do so many leaders talk of the need for creativity but then punish creative expression? How must leaders change to be effective in a world where technology has rendered leaders more necessary and less powerful? 
Practical. Challenging. Well-researched and unflinchingly candid, this book - based on a decade-long study - provides leaders at all levels an actionable framework for building cultures that support higher levels of engagement and innovation. Choose Love, Not Fear challenges readers to overcome a history of fear-based processes that unnecessarily render us less capable, restrict what we see, and narrow what we believe is possible. This book shows how the best leaders build teams where love and positive emotion are the foundation of making the rhetoric of engagement a reality. 
Choosing to lead from love and not fear does not guarantee that a team will become highly engaged and innovative. It is, however as the authors note, the inescapable first step in unleashing human potential.

Heil, Ryan

CFIL Publishing

See the best price to sell, buy, or rent books by Heil, Gary. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Heil, Gary

See the best price to sell, buy, or rent books by Heil, Gary. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Leadership and the Customer Revolution

One Size Fits One: Building Relationships One Customer and One Employee at a Time

Leadership and the Customer Revolution: The Messy, Unpredictable, and Inescapably Human Challenge of Making the Rhetoric of Change a Reality

One Size Fits One: Building Relationships One Customer and One Employee at a Time

Douglas McGregor, Revisited: Managing the Human Side of the Enterprise

One Size Fits One: Building Relationships One Customer and One Employee at a Time

Employee Management and Customer Service in the Retail Industry

The Leader's New Clothes

The Art & Science of Pitching

Choose Love Not Fear: How the Best Leaders Build Cultures of Engagement and Innovation That Unleash Human Potential