Most individuals who move into leadership positions experience the modern day version of trial by ordeal. It's sink or swim. To reduce the learning curve and create a more effective process, Leader Evolution describes a road map for leadership development, a series of four stages that expand personal competence as well as create a broader impact on the organization or business. Each stage requires unique changes in thinking, perspective taking, and...

The book is geared to those interested in doing the right thing the right way in spite of organizational roadblocks. The book is a "how to" book to assist management and operations personnel to analyze their operations in a program of continuous improvements and on-going search for best practices so that each entity operates most economically, efficiently, and effectively--tied into why the entity is in existence in the first place. Best practice...

Modern consumers are bombarded with information from every angle. They can't handle it and, consequently, tune-out large portions of the information. Therefore, in order to gain their full attention, firms must find ways to surprise them during transactions--spawn mental script deviations for them. Research indicates that these script deviations can cement their loyalty. Therefore, Surprise! The Secret to Customer Loyalty in the Service Sector details...