Sat.Aug 06, 2011 - Fri.Aug 12, 2011

First Friday Book Synopsis

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Creating A World-Class Customer Experience – the Key Word is “Experience” (lessons from UCLA Health System, from Joseph Michelli)

First Friday Book Synopsis

It’s in the sub-title: Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System by Joseph Michelli. Ponder the phrase, mull over the concept: “customer experience.” I am increasingly convinced that this phrase, “customer experience&# is the best phrase to use to talk about customer service.

Class 131
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“We Were Not Found Wanting” – the Challenge for Every Company & Organization Facing Difficult Times

First Friday Book Synopsis

Robert Wilsonsky of the Dallas Observer was taking a walk through yesteryear, and found an old, wrinkled memo to employees at Parkland Hospital in the aftermath of the JFK tragedy. (read his article here). Parkland is having tough times today, but they certainly had to face a tougher time that one weekend. In the memo [.].

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Here is the New York Times Hardcover Business Books Best Sellers List for August, 2011

First Friday Book Synopsis

Here is the New York Times Hardcover Business Books Best Sellers List for August, 2011. The surprise is Tomatoland arriving at #5. I have read the sample download on iBooks, and it is terrific. It is: the story of tomatoes and the story of the tomato business. It is s a business book, and a [.].

Books 100
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Succeed: A book review by Bob Morris

First Friday Book Synopsis

Succeed: How We Can Reach Our Goals Heidi Grant Halvorson Hudson Street Press/Penguin Group (2010) How and why almost anyone can achieve the goals they set IF…. Others have their own reasons for praising this book. Here are five of mine. 1. The book is very well written. Heidi Grant Halvorson has accumulated, organized, and [.].

Books 100
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Good Strategy/Bad Strategy: A book review by Bob Morris

First Friday Book Synopsis

Good Strategy/Bad Strategy: The Difference and Why It Matters Richard Rumelt Crown Business (2011) How and why a good strategy “acknowledges the challenges being faced and provides an approach to overcome them” As the title of this review correctly indicates, Richard Rumelt is convinced (and I agree) that a good strategy can provides both a [.].

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Employee Motivation: A Powerful New Model

First Friday Book Synopsis

I have read and reviewed almost all of the anthologies of articles previously published in Harvard Business Review. Recently I re-read several that are relevant to books I am now reading and will soon review. Here’s one of the articles, co-authored by Nitin Nohria (recently appointed dean of Harvard Business School), Boris Groysberg (HBS) [.].

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The most powerful strategies when beginning a presentation

First Friday Book Synopsis

Over the recent years, I have read dozens of excellent books in which their authors offer advice on how to make effective presentations in one form of another (e.g. in-person, teleconferencing, electronically recorded). None offers more and better advice that does As We Speak: How to Make Your Point and Have It Stick, co-authored by [.].

Power 89