Delight Me...The Ten Commandments of Customer Service

Business & Money

Stanton, John L.

George, Richard J.

Processes & Infrastructure

Raphel Marketing

"Slam-Dunking Wal-Mart" is written in two parts. The first part describes why Wal-Mart, Home Depot and their kin are a threat to small community life in America. 
The second part gives you a game plan to stop Wal-Mart and other big-box retailers in your home town, much the way Al Norman and other concerned citizens kept Wal-Mart out of Greenfield. 
The book is a call for the preservation of all the qualities we love about hometown America. It is one man's David versus Goliath story. It can also be a road map for your community's fight to keep its downtown businesses and core values.

Slam-Dunking Wal-Mart!

Norman, Al

Finance

Al Norman, who has been called the "guru of the anti-Wal-Mart movement" by 60 Minutes, has just written a new book calling for a national consumer boycott of the giant retailer. 
The timing couldn't be better. 
Wal-Mart is drawing more heat than ever in its 42-year history. It has become perhaps the most disliked retailer in America today. 
The Case Against Wal-Mart is presented as a legal brief against Wal-Mart – with "counts" against the company ranging from its employment practices to its "Made in America" mythology. 
It presents evidence to make its case that Wal-Mart: 
* Forces its own workers to labor "off the clock" without pay * Uses overseas sweatshop labor to manufacture its corporate brand clothing * Sells knock-off and counterfeit merchandise that misleads and confuses its customers * Destroys acres of environmentally sensitive lands to build new Wal-Marts, close to existing Wal-Marts that will be closed * Has eliminated all competition in many towns across the U.S. by illegally lowering prices below wholesale * Has forced the movement of thousands of manufacturing jobs out of the U.S. * Calls "full-time" 28 hours per week and pays wages so low that many of its employees qualify – and accept – welfare payments * Demands millions of dollars in tax breaks to locate in communities all over the U.S., while it earns billions of dollars in profits. 
Written by Al Norman, the world’s foremost expert on and leader of the anti-sprawl movement, The Case Against Wal-Mart calls on consumers to go on a "Wal-Mart diet." Norman says that only a consumer boycott of Wal-Mart will show the company that U.S. citizens disapprove of its business tactics. 
This is a book every American shopper should read before making another trip to Wal-Mart. As Al Norman says, "Friends don't let friends shop at Wal-Mart."

The Case Against Wal-Mart

Business

Are You a Genuine Leader or a Pretender? Are you decisive or a procrastinator? Are you a positive influence with a ubiquitous physical presence, or are you a stealth bomber, seen only when some negative feedback needs to be dumped? Are you excited to develop your associates or are you threatened by their personal growth? In short, are you a Genuine Leader or only a Pretender? Am I The Leader I Need To Be?, a new book and DVD by Harold Lloyd, will help you find the Genuine Leader within you. Through discussion, examples, illustrations, exhortations, and exercises,this book will help improve your Leadership Quotient (LQ), a measurement crucial to your success. This companion DVD presents Harold Lloyd live at his seminar, Am I the Leader I Need to Be? . Harold s knowledge, passion, and enthusiasm shine through when you watch him at work with a live audience. The book and DVD are for everyone in the organization who manages people, not just the CEO. They will put everybody in your organization on the path to genuine leadership.

Am I The Leader I Need To Be?

Harold C. Lloyd

Management & Leadership

Get out the popcorn. It's time to enjoy your favorite movies ... with a business twist. "The Big Picture: Essential Business Lessons from the Movies" shows you how the stories in movies can inspire solutions in your business life. From brand marketing to ethics, leadership to customer focus, planning to rule breaking, everything you need to know about business is found in your favorite movies. The connection between the movies and business wisdom has been there all along. It took Kevin and Michael to bring it into sharp, digital-age focus. - Gerry Lopez, CEO, AMC Entertainment Inc. The Big Picture will open your mind about the power of storytelling, whether it s for a speech, a business presentation, or a one-on-one with a business associate or a member of your family. Great job, Kevin and Michael. You have given me a new reason to go to the movies. Jim Donald, CEO, Haggen, Inc. and former CEO, Starbucks Coffee Company

The Big Picture: Essential Business Lessons from the Movies

Kevin Coupe

Michael Sansolo

Business Culture

We all know we waste time at work, but most of us don't know how much. Author Harold C. Lloyd is convinced we can reclaim at least 5 hours each week by using the ideas he presents in his brand-new book, "It's About Time." The book focuses on techniques to easily improve your time management skills at work: - Start your day with a Disappearing Act to get your schedule in order. - ZAP! the distractions that take you away from the task at hand. - Create and follow a To-Do Today list to keep you organized. Plus, "It's About Time" has hundreds of tips on how to use everyday management tasks to free up more time at work. The book shows how you can improve delegating skills, run meetings more effectively, and even recruit and hire staff better to maximize time management and take control of your time at work. Read "It's About Time" and find your extra 5 hours each week! "I found my first five hours in the first four chapters. This book is a keeper." - Jennifer Kinner, President, Product Promo

It's About Time: Find 5 Extra Hours Each Week

Skills

A feud, a fire, an affair. Cows in the pasture, men at the lunch counter, violets in an old cream bottle. This is Vermont life passionate, pastoral, pungent in F.D. Reeve s stunning new novella, Nathaniel Purple. The story is more than the sum of its parts. It is author F.D. Reeve s love poem to the state of Vermont, which forms a rich, vivid canvas for his intimate portrayal of village life. But human nature is a bit out of joint. Years of living on the bony land has led the village people to jealousies and forbidden couplings. Reeve draws us into his world through the sharp eyes of Nathaniel Purple, who, as the town's librarian, is the link to the world of books and rational thinking. He is also an everyman, a native Vermonter, able to embrace the town s practical justice. And he has a few secrets of his own. Nathaniel Purple celebrates the strength and timelessness of the natural world above the daily struggle and quotidian quarrels of everyday existence. People live out their destinies while the seasons turn.

Nathaniel Purple

Literature & Fiction

F.D. Reeve

Literary

American politics is a litter box full of hissing and scratching politicians clawing their way to the top. The truth gets buried, and no one bothers to dig for it, let alone clean up the mess. No one, that is, until PKP s opinions start getting noticed during the campaign season. PKP is bold, aggressive, and unafraid to sink teeth deep into the toughest political issues. The fur flies as PKP virtually rips the candidates to shreds, energizing the electorate with the rallying cry: "Let s put the guts back in politics." But who is PKP? Everything PKP does or says happens on the Internet. No one has ever heard or seen this enigmatic creature except one or two others with secrets of their own. Why is PKP so mysterious? And why is that investigative reporter so doggedly snooping around the rural New England offices of the Foundation for the Serendipitous Support of Arts, Literature, and Music? How far will this cat-and-mouse game go? And will American politics, as we know it, survive?

PKP for President

Beth Hilgartner

Humor & Satire

The message of the Occupy movement has moved from Wall Street to Main Street, as all 1% corporations are scrutinized for their irresponsible behavior. And the "Mother of all 1% corporations," according to author Al Norman, is none other than the mightiest retailer of them all, Walmart. Norman, the chief anti-Walmart activist for 20 years, argues that Walmart is the perfect target for effecting change in the unfair global economy. Walmart, "the most ubiquitous symbol of what has gone awry in corporate America today," is in our neighborhoods. As the 99% become less tolerant of the 1% who make billions by exploiting workers, taxpayers, and shoppers, they long to bring back local citizen control to our hometowns. In such places as Athens, Georgia and Mira Loma, California, groups have begun actions against Walmart and its distribution centers. Occupy Walmart is a compilation of essays Norman has published in the Huffington Post, along with updates of the issues and additional commentary. In the book's foreword, Robert Greenwald, founder of Brave New Films and producer of the 2005 documentary about Walmart, The High Cost of Low Price, says, "these essays create an uncomfortable film about the greed, profiteering, and cheating that make up the Walmart business model." A grassroots activist who has helped countless groups organize efforts to fight the spread of Walmarts in their hometowns, Al Norman has been on 60 Minutes and quoted in publications from Fortune to the Wall Street Journal to the New York Times. He posts frequently on his blog, Sprawl-Busters.com, and continues to contribute essays to the Huffington Post.

Occupy Walmart

Al Norman

Innovation is usually considered the engine of business success. But innovation can have a dark side. The once-powerful Kodak toppled despite its massive response to the threat of a new innovation - digital photography. Even with patents, major investments, and a 20-year lead time, Kodak eventually succumbed to the value-destroying innovation that upended the photography industry. In The Dark Side of Innovation, author Ankush Chopra presents stories of success and failure of dozens of businesses that faced innovations impacting their profitability. He outlines methods for businesses to predict industry change and protect businesses against profit-destroying innovations. Armed with Chopra's techniques, companies can be ready for the dark side of innovation.

The Dark Side of Innovation

Ankush Chopra

Industries

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