From Enron and WorldCom to the Catholic Church and Major League Baseball, reputation crises have never been more widespread. Now Ronald J. Alsop, a veteran Wall Street Journal authority on branding and reputation management, explains the dangers -- and gives organizations the eighteen crucial laws to follow in developing and protecting their reputations. Consider this example of a simple decision made by a low-ranking employee: When rescue workers at the site of the World Trade Center disaster sought bottled water from a nearby Starbucks outlet, they complained that an employee charged them for it. In a matter of hours, the Internet had picked up the story and Starbucks' carefully cultivated worldwide reputation was quickly besmirched. This is just one instance among many of how the business world, ever more global and competitive, has become increasingly difficult to navigate. Studies have demonstrated the powerful impact of reputation on profits and stock prices, and yet less than half of all companies have a formal system for measuring reputation. Clearly, companies in every industry -- from Dow Chemical to Disney to DaimlerChrystler -- have much more to learn. It is still the rare company that realizes the full value of its reputation: how corporate reputation can enhance business in good times, become a protective halo in turbulent times, and be destroyed in an instant by people at the lowest or highest levels of the corporate ladder. Mr. Alsop provides eighteen thoroughly documented lessons based on years of experience covering every aspect of corporate reputation, with a clear distillation of the complex principles at the heart of a reputation. He explains: • How to protect your reputation when the inevitable crisis hits • How to cope with the many hazards in cyberspace • How to create a reputation for vision and industry leadership • How to establish a culture of ethical behavior • How to measure and monitor your ever-changing public image • How to make employees your reputation champions • How to decide when it's time to change your name The result is a book that is important not only for business executives, consultants, and advertising, public relations, and marketing professionals but also for anyone eager to learn more about the companies they work for, buy from, and invest in.

Price: $17.99 USD

This brand new and expanded edition of Dan Wilson's bestselling "Make Money on Ebay UK" covers every aspect of buying and selling on eBay and goes beyond to include advice on setting up a fully fledged eBay business and promoting a website, shopping carts, search engine optimisation and affiliate schemes. "Make Serious Money on Ebay" is the first book to cover the new fixed-price eBay Express, as well as giving details of eBay's application program interface, the Trading Assistants programme, setting up a Trading Post and branching out into drop-shipping. A major feature is a troubleshooting section focusing on the answers to frequently asked questions from sellers on the eBay discussion boards and at eBay University. Full of case studies of existing eBay PowerSellers showing what can be achieved and offering inside information and tips, "Make Serious Money on Ebay UK" is for everyone from the first-time buyer or seller to those who want to operate a full-time eBay business. Dan provides tips and techniques for ramping up your sales, maximising your listings, becoming a PowerSeller, opening an eBay shop and using tools such as TurboLister and Selling Manager Pro. Dan also explores the wider ecommerce landscape, explaining how an eBay business can be a starting point for moving on to other channels and establishing your own website. He explains what to watch out for, how to research the opportunities, managing payments, marketing and branding.

Price: $19.00 USD

Convert relationships into revenue-generating business!. With Clients, Clients, and More Clients , you’ll learn how to capture the attention of the right connections, build loyal relationships, and influence people to hire you. Larina Kase combines the latest research from the field of psychology with her own background as a marketing psychologist to help you understand exactly how potential clients think—and use this information to close the deal. Discover how to understand the true needs of a client; access underlying emotions through the use of metaphor; alleviate clients' stress or fears; use color and design psychology to optimize your branding; make yourself memorable; use endorsements in the way that really works; package your products and services so people decide to purchase them. Larina Kase, PsyD, MBA , is a cognitive-behavioral psychologist and marketing consultant to service business owners. She publishes the monthly ezine Stand Out! Marketing that Grabs Attention and Gets Results and is the author or coauthor of several business books, including The Confident Leader and The Confident Speaker . Praise for Clients, Clients, and More Clients. “If ‘who you know’ and making a meaningful connection with them is truly part of the success factor in business (and it is), I promise you that Larina Kase's Clients, Clients, and More Clients will have your phone ringing and e-mail box full of people who truly want to do business with you. A savvy, wise, and value-based text allows the reader to learn what few others understand: the Science and Art of Connecting. I've read and reviewed a dozen books on building a solid client base. Most completely miss the target. This book is a handbook to meet, connect with, and build a valuable relationship with just about anyone you want to.”. —Kevin Hogan, Psy.D., author of The Science of Influence and The Psychology of Persuasion. “This is a remarkable, readable, and instantly practical book packed with leading-edge tips on attracting new clients fast. I loved it!”. —Dr. Joe Vitale, author of The Attractor Factor. “In Clients, Clients, and More Clients , Larina Kase shows you how to find and influence prospects so they’ll understand the value of your work and readily do business with you. The research-based strategies in this important and engaging book are worth any businessperson’s time, close study, and dedicated application. The book is true to its promises.". —Mark Levy, founder of Levy Innovation and author of Accidental Genius: Using Writing to Generate Your Best Ideas, Insight, and Content. ” Clients, Clients, and More Clients is a must-read for every sales executive, sales manager, and company executive. This is not your typical how-to sales guide, as it digs deep into how to change a losing sales strategy into a winning success. Larina uncovers the psychology behind the sales mentality,

Price: $20.00 USD

"The social customer is your NEW customer. And if you don’t recognize it, they will be someone else’s new customer. Adam Metz presents a clear, concise game plan for attracting them, connecting with them, and keeping them. Don’t just buy this book: invest in the content. Actually, invest time to implement the content.". —JEFFREY GITOMER, author of The Little Red Book of Selling and Social BOOM!. "This book connects two key dots in the customer equation: knowing why your customers uniquely do business with you and taking actions that cause them to repeat that choice more frequently.". — RICH BLAKEMAN, sales vice president, Miller Heiman, from the Afterword. "I’ve seen the future of marketing and it delivers in less than 300 pages. Adam Metz’s The Social Customer makes a compelling case for revolutionizing your thinking about how you connect and build a relationship with your customer in a fashion that shrinks your marketing team and amplifi es the love the world feels for you and your product. Not easy stuff, and, done the wrong way, it’s dangerous.". — CHIP CONLEY, founder of Joie de Vivre Hospitality and author of PEAK: How Great Companies Get Their Mojo from Maslow. About the Book. IF you look at the people who follow your company via social media simply as "social media users," you’re missing a much bigger picture. They are, above all, your customers—and as such, they have a multitude of needs. But without the right social media strategy, they might not remain your customers for long. Adam Metz is prized by clients and online fans for his understanding of what makes both companies and their customers click—and how social media can get them in sync and drive revenue. In The Social Customer , he teaches you all you’ll need to know to transform your business—not just on the Web but across the board. Even if Facebook and Twitter were to disappear tomorrow, these are the fundamentals that will always apply—whatever the technology and whatever the social media. You’ll learn: How to transform your brand into a coveted "Social Object"; Where your brand currently stands with your social customers—and how to mobilize your customers to get the word out; The "The Ten Commandments of Social Customer Relationship Management"; How to harness the power of collaboration; How to delight your customers and win loyalty through individualized Treatment; What terms like "Social Marketing" and "Social Sales Insights" really mean—and why they can be vital to business success. Metz also includes anecdotes, case studies, and outside-the-box inspiration from branding innovators—ranging from upstart punk bands to absolute giants like Burger King and SAP—all designed to keep you thinking critically, creatively, and with the kind of flexibility that will keep your social

Price: $25.00 USD

BlackBerry Planet is a new tribe of people who simply cannot get along without their favorite device, Research in Motion’s innovative electronic organizer, the BlackBerry. This omnipresent device has gone beyond being the world’s foremost mobile business tool and entered the consumer mainstream as the Swiss Army Knife of smart phones. BlackBerry Planet tells the behind-the-scenes story of how this little device has become the machine that connects the planet. Starting with the early years of Mike Lazaridis’ invention and his founding of RIM at age 23, it details his drive to innovate, developing what was a glorified pager into the essential corporate communicator, used by everyone from dealmakers to the Queen, from movie stars to the entire US Congress. Since 1992, Lazaridis and co-CEO Jim Balsillie together have been the driving force behind the RIM story. With access to senior staffers and former RIM employees, BlackBerry Planet tells the inside story about the branding and marketing success of the BlackBerry, from its use during 9/11, which earned RIM a reputation for security and reliability, to the cultural adoption of the iconic device as a must-have symbol, to the backlash against the addictive properties of the “CrackBerry,” and the various patent suits RIM has had to fight off – including the five-year court battle that resulted in the largest technology patent settlement in US history. As the incredible story of the BlackBerry unfolds, and as RIM battles global giants like Nokia and Apple in the emerging super-phone marketplace, users, fans, investors and competitors can look to BlackBerry Planet for the insight and context of where they’ve been, to try and predict where they’re going.

Price: $26.95 USD

Dave Hitz likes to solve fun problems. He didn’t set out to be a Silicon Valley icon, a business visionary, or even a billionaire. But he became all three. It turns out that business is a mosaic of interesting puzzles like managing risk, developing and reversing strategies, and looking into the future by deconstructing the past. As a founder of NetApp, a data storage firm that began as an idea scribbled on a placemat and now takes in $4 billion a year, Hitz has seen his company go through every major cycle in business—from the Jack-of-All-Trades mentality of a start-up, through the tumultuous period of the IPO and the dot-com bust, and finally to a mature enterprise company. NetApp is one of the fastest-growing computer companies ever, and for six years in a row it has been on Fortune magazine’s list of Best Companies to Work For. Not bad for a high school dropout who began his business career selling his blood for money and typing the names of diseases onto index cards. With colorful examples and anecdotes, How to Castrate a Bull is a story for everyone interested in understanding business, the reasons why companies succeed and fail, and how powerful lessons often come from strange and unexpected places. Dave Hitz co-founded NetApp in 1992 with James Lau and Michael Malcolm. He served as a programmer, marketing evangelist, technical architect, and vice president of engineering. Presently, he is responsible for future strategy and direction for the company. Before his career in Silicon Valley, Dave worked as a cowboy, where he got valuable management experience by herding, branding, and castrating cattle.

Price: $27.95 USD

One of the toughest lessons every business leader learns is how hard it is to generate sustained growth. Stalled growth is the rule, not the exception--even for the best-managed companies. That's especially true in unpredictable economic environments such as the one we're experiencing today. McKee has a unique understanding of what happens when growth stalls. His firm commissioned a study of 700 companies that had at one time been among the nation's fastest-growing businesses. Developed in concert with Decision Analyst, a leading national research and consulting firm, the study probed areas as diverse as corporate structure, competition, branding, finance, and strategy. The target respondent profile were CEOs, owners, principals, presidents, managing directors or chairmen of the board. In-depth follow-up interviews yielded fascinating stories and personal comments from executives who had been living on the front lines of real-life growth crises. McKee presents compelling knowledge about how and why companies lose their way, and offers practical advice about how they can rekindle growth. When Growth Stalls demonstrates that sluggish growth is generally produced not by mismanagement or strategic blundering but by natural market forces and management dynamics that are often unrecognized--and widespread. The book presents seven characteristics that commonly correlate with stalled growth and what to do about them. Some are external forces to which countless companies have fallen victim: economic upheavals, changing industry dynamics, and increased competition. What McKee points out, however, is how often they catch companies off-guard. More surprising are four subtle and highly destructive internal factors that conspire to keep companies down: lack of consensus among the management team, loss of nerve, loss of focus, and marketing inconsistency. McKee makes the case that, regardless of what's going on outside of an enterprise, it's what's inside that counts.

Price: $27.95 USD

As entertaining as it is educational, Radio: The Book is a must-have guide to success for anyone interested in a career in radio. Providing a wealth of information and relating his own personal experiences, veteran radio personality, Program Director and Programming Consultant Steve Warren shares trade secrets and industry know-how that would usually take years to accumulate through experience. An invaluable advantage over your competition, this "cheat-sheet" for the radio programmer includes practical advice regarding: Radio as a career--from tips on getting started to job negotiations Programming--talk radio and music, from format science to picking the hits Relationships with listeners--everything from staying in touch with your audience to public image Branding, marketing, and advertising the radio station Research--music tests, audience analysis, ratings, and more Practical information about management policies Radio realities--information on rules and regulations This latest edition has been updated to include: Important updates on an ever-evolving field Essential forms for radio station functions--production orders, personnel files, absentee reports, PSA schedules, format clocks, remote schedule, and moreto be accompanied by an on-line section of electronic forms for convenience Ideas for successfully programming in new radio formats like satellite, internet, and cable In such a competitive industry where formal training can be hard to come by, Radio: The Book, 4e, is a short-cut to the fast track for current and future programmers and program directors. With an active radio broadcast career that is still exploring new ideas following s more than forty years at some of America's most prestigious radio stations (including WNBC, WHN, WNEW, and CBS radio), Steve Warren is more than qualified to mentor readers. Steve has competed successfully in all music formats from Easy Listening to Country to Top 40 to Oldies, always putting the listener first and now, putting you first. * Learn how to be a hit with listeners in any format * 4th edition to include essential forms and ideas for satellite and web radio programming--and accompanied by an on-line forms section for your convenience! * Learn all about radio as a career--from getting your first gig to job negotiations once you've gotten your foot in the door! * Published in association with the National Association of Broadcasters - the leading American broadcast organization

Price: $36.95 USD

The tourism industry is arguably one of the most important sources of income and foreign exchange, and is growing rapidly. However, national and international crises have huge negative economic consequences. Crisis Management in the Tourism Industry aims to illustrate the theories and actions that can be taken to better understand consumer, economic and environmental reaction, in order for the businesses involved to be more prepared for such events. Now in its second edition, this text has been fully revised and extended to include recent events such as Bali, SARS and international terrorism, expanding sections such as: *Terrorism and criminal activities *Risk perceptions and the influencing variables *The stakeholder concepts *Analysis methods- visibility of advantages/disadvantages of methods *Marketing instruments and best practices Written by one of the world's leading experts from the World Tourism Organisation, the book has global coverage, and presents international, up-to-date case studies and examples from countries such as the UK, Australia and USA. The book provides discussion of: *The influential effect of the mass media How crises effect the purchase decision process Destination branding/image and its manipulation Preventative crises management and strategies Crisis Management in the Tourism Industry is an essential guide to explaining how the tourism industry can prepare and succeed in the face of the effects of crises. * Revised and updated to including recent events (especially Bali, SARS and international terrorism), new case studies and practical up-to-date information. * Understanding effects of crises on the tourism industry and how businesses can prepare and succeed in these times * Global coverage and perspective with cases and examples from the UK, Australia and USA. * Written by one of the world's leading experts from the World Tourism Organisation

Price: $57.95 USD

During the last thirty years, a wide range of product companies throughout the Western economies have considered moving into or setting up service businesses. Some have rejected the idea after careful consideration, some have wandered into competitive services without any real idea of what is involved and others have deliberately executed a carefully considered strategic manoeuvre. Included in this debate are some of the most famous business names in the western world: Unisys, Ericsson, Michelin, Nokia and HP. For IBM it was Lou Gerstener’s ‘big bet’; at GE it was one of former CEO Jack Welch’s ‘four major strategies’ and, at General Motors, the financial services arm was its most profitable business for many years. Yet very little has been published on this profound transition. As a result, myths and idiocies abound. Some routinely claim that the ‘evolution from products through services to solutions’ is inevitable. Others think that manufacturing is being outsourced to China and India while American or European teenagers face a career in hamburger stalls. The truth is much more fascinating. To succeed in a service business, most functions of a product company need to change. Operations, management, recruitment, finance, sales, new product development and marketing must all be adjusted. So the move into service therefore involves huge risk caused by disruptive and radical change. What has pushed realistic business people in such widely different industrial sectors to take so large a risk? Does their experience contain lessons or warnings for others? Is the trend likely to continue and affect other parts of the world as their economies develop? Will India, China or other developing economies need to learn how to export service once their manufacturing industries mature? Written by a successful businessman who has been at the heart of these changes in several companies and, with case studies from companies like IBM, Unilever, BT, Michelin, Ericsson and Nokia, this book explores the experience of those who have made the transition; and some who have resisted it. It covers in depth subjects such as: strategic focus, change management, service operations, branding a service business, service sales and service marketing. It is the first major work on this subject. “This book is a ‘must read’ for those considering the plunge into service growth and innovation. Even those companies that have already taken the plunge will gain fresh perspective”. Jim Spohrer, Director, IBM Almaden Research Centre, USA. “Laurie Young details in very practical ways the reasons and methodologies for change …  I would recommend this book to every one of my customers.”. Douglas Morse, Managing Principal for the Services Transformation and Innovation Group LLC. “I am thrilled with the publication of this much needed book. In my work with businesses around the globe, I fin

Price: $60.00 USD