Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal.

Tom Golisano understands the fears, risks, and challenges small-business owners face every day - he’s lived it. He has launched and grown his own highly successful businesses and mentored dozens of entrepreneurs, helping them build their own successful companies.

In Hug Your People, Jack Mitchell shares his secrets for creating happy employees, secrets as simple as they are revolutionary.

Do you know the best way to drive your company's growth? If not, it's time to boost your growth IQ. Trying to find the one right move that will improve your business's performance can feel overwhelming. But, as you'll discover in Growth IQ, there are just 10 simple - but easily misunderstood - paths to growth, and every successful growth strategy can be boiled down to picking the right combination and sequence of these paths for your current context.

Robert McKee's popular writing workshops have earned him an international reputation. The list of alumni with Academy Awards and Emmy Awards runs off the page. The cornerstone of his program is his singular book, Story, which has defined how we talk about the art of story creation. Now in Storynomics, McKee partners with digital marketing expert and Skyword CEO Tom Gerace to map a path for brands seeking to navigate the rapid decline of interrupt advertising.

Word of mouth is directly responsible for 19 percent of all purchases, and influences as much as 90 percent. Every human on Earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1 percent of companies have an actual strategy for generating these crucial customer conversations. Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business.

In the new edition of this highly acclaimed bestseller, Robert Cialdini—New York Times bestselling author of Pre-Suasion and the seminal expert in the fields of influence and persuasion—explains the psychology of why people say yes and how to apply these insights ethically in business and everyday settings. You'll learn Cialdini's Universal Principles of Influence, including new research and new uses so you can become an even more skilled persuader—and just as importantly, you'll learn how to defend yourself against unethical influence attempts.

Self-awareness is key for new and seasoned leaders who want to avoid micro-managing, handle criticism with grace, and give others the credit they deserve. Maxwell also aims to help current and new managers looking to identify their strengths, become a better learner, and improve listening skills.

In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.

Kip Tindell, the founder and CEO of The Container Store, reveals the seven secrets to keeping both customers and employees happy and all fully engaged. In Uncontainable, Tindell reveals his approach for building a business where everyone associated with it thrives through embodying the tenets of conscious capitalism. Tindell's seven foundation principles are the road map that drives everyone at The Container Store to achieve the goals of the company.

Throughout his research into memory theory, Nelson Dellis found existing memory improvement guides to be wanting - overcomplicated, dry, and stodgy. So he decided to create a book that is approachable and fun, centered on what people actually need to remember. In Remember It!, Dellis teaches us how to make the most of our memory, using his competition-winning techniques.

If you’re at all responsible for your company’s success, you can’t just be a hard-charging entrepreneur or a motivating, encouraging leader. You have to be both! If you’re at all responsible for your company’s success, you can’t just be a hard-charging entrepreneur or a motivating, encouraging leader. You have to be both! This book presents Dave’s playbook for creating work that matters; building an incredible group of passionate, empowered team members; and winning the race with steady momentum that will roll over any obstacle.

A young, untested team of problem solvers challenged with saving their company moves from board room to classroom in search of answers - and finds them through lively, open discourse with their innovative professor. This gripping, fast-paced business novel does for project management what Eliyahu M. Goldratt's other novels have done for production and marketing.

Most startups fail. But many of those failures are preventable. The Lean Startup is a new approach being adopted across the globe, changing the way companies are built and new products are launched.

Joe Coulombe founded what would become Trader Joe’s in the late 1960s and helped shape it into the beloved, quirky food chain it is today. Realizing early on that he could not compete and win by playing the same game his bigger competitors were playing, he decided to build a store for educated people of somewhat modest means. In this way, Joe laid down a blueprint for other business owners to follow to build their own unique shopping experience that customers love, and a work environment that employees love being a part of.

In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.

In Hug Your People, Jack Mitchell shares his secrets for creating happy employees, secrets as simple as they are revolutionary.

Meet a genuine American folk hero cut from the homespun cloth of America's heartland: Sam Walton, who parlayed a single dime store in a hardscrabble cotton town into Wal-Mart, the largest retailer in the world. The undisputed merchant king of the late 20th century, Sam never lost the common touch. Here, finally, inimitable words. Genuinely modest, but always sure of his ambitions and achievements. Sam shares his thinking in a candid, straight-from-the-shoulder style. In a story rich with anecdotes and the "rules of the road" of both Main Street and Wall Street, Sam Walton chronicles the inspiration, heart, and optimism that propelled him to lasso the American Dream.

In The Customer Service Revolution, DiJulius points out how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the customer - which ultimately permeates into people’s personal lives at home and in their communities.

American Dreamer brims with anecdotes that cover Tommy's years as a club kid and scrappy entrepreneur in 1970s New York as well as unique insights into the exclusive A-list personalities with whom he's collaborated and interacted, from Mick Jagger and David Bowie to Ralph Lauren and Calvin Klein. But this is more than just a fashion icon's memoir - it's a road map for building a brand, both professionally and personally.

When Mark Rampolla filled a notebook with potential start-up ideas, his wife asked him some tough questions. What about this idea is exciting, beyond the possibility of a profit? How will it fit into a life that makes you and your family happy? How will it change the world? Eventually Mark found his great idea: coconut water. He had seen the developing world use coconut water, but this valuable resource was being discarded in the US. While taking on the beverage industry was a big goal - high-hanging fruit - it was worth the risk.

Fashion is a business of smoke and mirrors, notorious for crushing the souls of most who dare to be part of the industry. Go on a global expedition with New York City-based fashion buyer, strategist, and consultant, Mercedes Gonzalez, as she learns that there is no glamour in fashion and that only cutthroat corporate espionage prevails. From politicking with blood diamond dealers and Russian kingpins to living in indigenous villages, she has relied on her street smarts and fear of her uncle in order to outwit the industry tyrants at their own game.

Chicken Soup for the Entrepreneur's Soul is a compilation of short stories from entrepreneurs, both large and small, who share their experiences of success, failure and courage, with a little helpful advice mixed in. Many of these stories, told for the first time here, will enlighten you to new methods of entrepreneurship or simply help you believe in the possibilities of getting started.

While working together at a Los Angeles boutique, Pamela Skaist-Levy and Gela Nash-Taylor became fast and furious friends over the impossibility of finding the perfect T-shirt. Following their vision of comfortable, fitted T-shirts, they set up shop in Gela’s one-bedroom Hollywood apartment with $200 and one rule: Whatever they did, they both had to be obsessed by it. Pam and Gela eventually sold their company to Liz Claiborne for $50 million, but not before they created a whole new genre of casual clothing that came to define California cool.

Grahame Wood opened the first Wawa Food Market in 1964 as an outlet for Wawa dairy products. Since then, the convenience store has grown into a well-known company that competes against the biggest industry players in the world in three areas: fuel, convenience, and food, all while maintaining their personal approach and small business mentality. Now, almost 50 years later, Wawa has opened its first store in Florida and begun to play on the national field. How did it happen?

Revolutionary retail guru Paco Underhill is back with a completely revised edition of his classic, witty, best-selling book on our ever-evolving consumer culture—full of fresh observations and important lessons from the cutting edge of retail, which is taking place in the world’s emerging markets.

Not all salespeople plan on a career in sales. Often, sales chooses them and suddenly they find themselves in a profession they aren't fully prepared for. The Accidental Salesperson is the answer, providing the advice and inspiration they need to master the essentials and hit the ground running. Fully updated to reflect the changes in the marketplace, the second edition provides a much-needed roadmap anyone can use to excel in sales.

Big new ideas rarely make great businesses. Laboring on a business plan can be a waste of time. You are going to need dramatically more start-up money than you think you do. Counterintuitive concepts like these have helped the world's best entrepreneurs succeed. Yet most of us only learn them the hard way. Len Green, an experienced investor, entrepreneur, and business professor, shares inside secrets and proven tactics for launching a business.

Purple Cow taught marketers the value of standing out from the herd, which is how companies like Krispy Kreme and JetBlue made it big. But it left readers hungry for more: How do you actually think up new Purple Cows? And how do you get them adopted by risk-averse Brown Cow companies? Free Prize Inside delivers those answers and much more.

People starting out in business tend to seek step-by-step formulas or rules, but in reality there are no magic bullets. Rather, says veteran company-builder Norm Brodsky, there's a mentality that helps street- smart entrepreneurs solve problems and pursue opportunities as they arise. Brodsky shares his hard-earned wisdom every month in Inc. magazine, in the hugely popular "Street Smarts" column he cowrites with Bo Burlingham. Now they've adapted their best advice into a comprehensive guide for anyone running a small business.