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Social Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave? Social Customer Service has become Marketing’s R&D lab and a listening hub for the rest of the organisation. It is now where corporate reputations are most likely to be won and lost. ‘Delivering Effective Social Customer Service’ is a complete reference for achieving excellence in this new discipline. It caters to both novice and expert. It is perfect source material for service leaders and digital marketers to read together. Every CXO will recognise in the book a blueprint from which to build their next generation organisation. Even ambitious team leaders should snag a copy for instant subject matter expertise kudos! The centre of the book offers an in depth self-assessment of the competencies that matter. The book is jammed full of strategic insight, action lists, best practice tips and interviews. All the resources anyone needs to build a solid strategy and roadmap. Early adopter workshops based on the book have already taken place and will continue to be offered as another way of engaging with the book’s key lessons. An online resource of the reference material is also provided. Options for an online community are under consideration. This book is the first of its kind. A distillation of what has so far been collectively discovered. Then filtered and expanded through the collective experience of two leading authorities on customer service: Carolyn Blunt and Martin Hill-Wilson.

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A fresh and timely approach to nurturing wise, resilient, and flexible leadership in a world of growing complexity Leaders tend to obstinately stick to the leadership style that brought them most success in the past, usually one of two extreme styles: functional leadership that focuses on operational excellence or smart leadership that focuses on growth. When a leader's focus is too functional, the organization becomes introverted and can focus too much on bottom-line profitability while missing out on top-line growth opportunities. But when leaders focus too much on smart leadership, the organization may experience quick growth but lose its effectiveness quickly. From Smart to Wise offers a new approach that balances the two styles to achieve a form of wise leadership that is both functional and smart. Drawing on inspiring real-life stories of historical and contemporary wise leaders such as Bill Gates, Warren Buffet, and even Mahatma Gandhi, the authors identify six characteristics of wise leaders and offer a practical framework to help readers develop their own style of wise leadership. A timely and innovative approach to leadership Written by noted speakers who conduct dozens of keynote speeches and workshops, training thousands of people annually

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A modern-day guide to slowing down in a fast paced world. Switch Off shows you how to take that sorely-needed time-out. We all know about the benefits of slowing down and disconnecting: reduced stress, higher satisfaction, better performance, higher productivity, tighter focus, reduced depression and innumerable other positive health effects. The big question is, «How?» When we're all stuck in a cycle of demands and pressure it feels hard to prioritise slowing down. How do we step back and find the time to take care of ourselves? This book shows you how to let go of the guilt, turn off the phone and step away to re-energise and re-focus. Whether you need a true vacation or just an uninterrupted cup of tea, you'll learn how to integrate the skills of slowing down into your life so you can do what you need, when you need it. Written by a health professional who has witnessed the impact of being constantly switched on both professionally and personally, this book gives you more than permission to disconnect – it gives you a real-world blueprint for taking the time that you need. This book shows you why it's so important to slow down, and how it actually is possible in what can be a pressured and overwhelming world. Choose how you use your time Stop feeling guilty for practising self-care Boost your energy and productivity levels Harness the power of perspective and focus Learn how to create an environment that supports your health and wellbeing From the executive needing time to contemplate big decisions, to the teenager closing their bedroom door to be alone, we all need time to disconnect. Switch Off shows you how to do just that, with expert guidance with you the whole way.

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Achieve the ultimate state of continual success Momentum is your personal guidebook to the art and science of success. Momentary victories and small wins don't last, and the frustration of reclaiming that energy is real. This book shows you how to cultivate a different type of achievement – measureable, sustainable and constant. It's the difference between winning a battle and winning the war, and requires more than a single brilliant move. It's about activity, focus and consistency, and working smarter instead of harder. This insightful guide helps you dig to the core of who and where you are, and start implementing the core practices and characteristics that keep the successes coming. You'll discover the traps that have been pushing you off course, and learn when to push through and when to change course entirely. Case studies illustrate the pitfalls of momentum-traps through the lens of individuals and organisations who ignored early warning signs at their own peril – and ultimately, detriment. Momentum is not a fleeting or transient feeling. It's a skill that can be fostered, encouraged and nurtured, and it's the biggest success tool in the box. This book walks you through the principles, practices and ideas that help you build and maintain a positive trajectory. Achieve breakthrough results and sustainable success Overcome baggage, monotony and the appeal of immediacy Build, maintain or reclaim your dynamism and vitality Avoid the common traps that hinder forward progress Whether you've had a taste of success and long for its return, or feel that something's holding you back from achieving your potential – momentum is your missing piece. Find it and grab it with both hands using the invaluable guidance in Momentum, the handbook for long-term success.

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Leadership techniques backed by the world's most effective teams The 7 Secrets of Neuron Leadership offers a diverse collection of wisdom and practical knowledge to help you build and lead your most effective team yet. Written by a former U.S. Navy diver, this book draws from the author's experiences and beyond to reveal key truths about the nature of teamwork, and expose the core of effective team leadership. You'll go back to ancient Greece to discover the nine personality types and the seven types of love that form the foundation of human interaction, and learn how to use this wisdom as a scaffold for communication within your own team. You'll mine the latest neuroscience research as you delve into the Triune Brain and personality neurotransmitters, and explore the biological hardwiring that can be finessed and focused to achieve results. Throughout, you'll gain insightful perspective from military and business leaders about what does—and doesn't—work in the real world; discussions with a former head of NASA, a Deputy Secretary of Defense, Navy SEAL officers, two Secretaries of the Navy, and dozens of CEOs, executives, researchers, and renowned world leaders provide invaluable advice backed by a track record of success. Gain insight from top business and military leaders Explore ancient Greek philosophy on team building Discover helpful truths from modern neuroscience research Learn to communicate, educate, and motivate more effectively Effective teamwork begins with building the right team, and leading with the right kind of leadership for that particular team. The 7 Secrets of Neuron Leadership shows you how to put the right players in place and give them the support, guidance, and direction they need to bring home exceptional results.

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Want to take the financial journey to a new investing philosophy that might very well affect the rest of your moneymaking life? No one can guarantee the yellow brick road, but Michael Covel promises the red pill will leave you wide freaking awake. Trend Following reveals the truth about a trading strategy that makes money in up, down and surprise markets. By applying straightforward and repeatable rules, anyone can learn to make money in the markets whether bull, bear, or black swan—by following the trend to the end when it bends. In this timely reboot of his bestselling classic, Michael Covel dives headfirst into trend following strategy to examine the risks, benefits, people, and systems. You’ll hear from traders who have made millions by following trends, and learn from their successes and mistakes—insights only here. You’ll learn the trend philosophy, and how it has performed in booms, bubbles, panics and crashes. Using incontrovertible data and overwhelming supporting evidence, with a direct connection to the foundations of behavioral finance, Covel takes you inside the core principles of trend following and shows everyone, from brand new trader to professional, how alpha gets pulled from the market. Covel’s newest edition has been revised and extended, with 7 brand new interviews and research proof from his one of kind network. This is trend following for today’s generation. If you’re looking to go beyond passive index funds and trusting the Fed, this cutting edge classic holds the keys to a weatherproof portfolio. Meet great trend followers learning their rules and philosophy of the game Examine data to see how trend following excels when the you-know-what hits the fan Understand trend trading, from behavioral economics to rules based decision-making to its lambasting of the efficient markets theory Compare trend trading systems to do it yourself or invest with a trend fund Trend following is not prediction, passive index investing, buy and hope or any form of fundamental analysis. It utilizes concrete rules, or heuristics, to profit from a behavioral perspective. Trend Following is clear-cut, straightforward and evidence-based and will secure your financial future in bull, bear and black swan markets. If you’re finally ready to profit in the markets, Trend Following is the definitive treatise for a complex world in constant chaos.

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Tap into everyday courage for extraordinary results The Courageous Leader presents a much-needed reminder for leaders everywhere: it takes courage. Courage is not just about heroic acts in grandiose situations—it's about everyday, solid-as-a-rock support and leadership that motivates, inspires, and delivers. It's about taking a risk on a great idea, and it's about seeing opportunities in the day-to-day. Courageous leaders aren't necessarily the bold «Navy SEALS» of the workplace; they're the everyday people who lead steadily through rough waters. They don't seek out discomfort, but accept it as part of the process when it occurs, and still deliver exceptional results. This book shows you how to tap into your courage reserves and build your steel. Real stories of everyday leaders show you how it's done, and provide a new lens for seeing real strength in adversity—and practicing it yourself. Tough situations do arise, but great leaders show courage every day. Keeping your strength in reserve for the big problems leaves you operating at less-than-full capacity the rest of the time—and your people deserve better. This book shows you how to exercise courage every day in small situations to build the unshakeable foundation of a great leader. Move beyond your comfort zone Develop your ability to focus through tough times Tap into your natural courage and hone your leadership ability Leverage your strength in situations large and small The more you exercise courage, the stronger it gets; this book shows you how to use it every day to more effectively navigate small challenges—when the big problems arise, you'll face them with The Courageous Leader.

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Set your sights on High-Potential leadership and help your organization thrive In today’s tumultuous and rapidly evolving business environment, High-Potential leaders are in high demand. Do you possess the relationship skills, strategic vision, innovation, and determination needed to thrive as a high-potential leader in your organization? New York Times bestselling author Ram Charan answers that question and helps you hop on the fast-track to leadership success in this insightful guide. Traditionally, leaders have risen up through the ranks based on their cognitive abilities, analytical skills, thoroughness, and even perfectionist tendencies, but as modern businesses have moved to a more digitally-driven model, the criteria for leaders has markedly changed. The High-Potential Leader explains the modern business climate while highlighting the critical role relationship building, communication style, engagement, and ability to motivate and bring out the best performance in others play in becoming an impactful leader. Whether you’re just embarking on your leadership journey or are ready to make the leap to the next leadership level, Charan’s real-world lessons and practical advice will help you discover who you are as a leader, chart your path, accelerate your growth, and ultimately, become the high-potential leader your organization needs to succeed.

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Achieve unprecedented business value by fostering true employee engagement Many organizations fail to realize and harness the power of their most valuable asset—their employees. Though they can be developed into a true competitive advantage, engagement isn't attainable if the employee isn't invested in the company's overall success. Agile Engagement offers business leaders a concrete strategy for building, maintaining, and utilizing employee engagement to achieve the highest level of business success. The key? Employees must feel like they are a part of their company's culture instead of having it handed down to them. Stories of failed employee engagement initiatives abound, and they all have one thing in common: they begin from the premise of «initiative» rather than «employee.» True engagement occurs when an employee's heart and mind are activated in a way that leads to their motivation and commitment to positively impact the company's goals and vision. This book shows you how to create an environment that stresses a culture of unity at all levels by showing you how to: Create a clear, compelling vision and corresponding engagement strategy through the Engagement Canvas Communicate your unique culture strategy throughout all levels of your company Foster grassroots, employee-led engagement initiatives Improve engagement continuously with the Emplify Score tool Agile Engagement provides a deeper look into real engagement, helping you foster a work environment that's rewarded with unsurpassed productivity, innovation, and competitive advantage, as well as employees who feel valued, respected, and heard.

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Build a seamless, flexible, full-service datacenter solution Microsoft Windows Server 2016 Hyper-V is the IT administrator's guide to this rising datacenter solution. Hyper-V has already surpassed VMWare in datacenter management, identity service for multiple devices, and more; this book shows you how to harness the power of this hypervisor to simplify the infrastructure, reduce costs, improve productivity, and better manage system resources. From a tour of the technology through architecture, deployment, and integration of System Center, Microsoft Azure, and Microsoft Azure Stack, the discussion illustrates the skills you need to create a complete solution for optimum enterprise management. Coverage includes Windows Azure capabilities for virtual machines, managing a hybrid cloud, IaaS, storage capabilities, PowerShell, and more, with practical real-world guidance from a leading authority in the field. Hyper-V has recently undergone improvements in scalability and features that have positioned it as an ideal solution in the Small/Medium Business and Enterprise markets. This book shows you how to exploit these new capabilities to build a robust data solution for your organization. Discover the capabilities of Microsoft Hyper-V Architect a Hyper-V datacenter solution Plan and manage a deployment or migration Integrate complementary technologies for full scalability Data is everywhere—on desktops, laptops, phones, and multiple operating systems, accessed through email, text messages, web searches, online services, and more. All of this data must be stored, accessible, updated, backed up, secured, managed, sorted, and analyzed—sometimes instantly. Hyper-V is the rising star in the virtualization space, and Microsoft Windows Server 2016 Hyper-V shows you how to turn greater capabilities into better datacenter solutions.