9780470227541

Rules to Break and Laws to Follow : How Your Business Can Beat the Crisis of Short-Termism

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  • ISBN13:

    9780470227541

  • ISBN10:

    0470227540

  • Edition: 1st
  • Format: Hardcover
  • Copyright: 2008-02-08
  • Publisher: Wiley
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Summary

Praise for Rules to Break & Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism "A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you'll learn how to make your company more innovative, how to ensure your employees actually enjoy what they're doing, and how to deal with the kinds of service and quality breakdowns that occasionally plague any company, even a well-managed one. This book should be on your required reading list." -Stephen M. R. Covey, bestselling author of The Speed of Trust: The One Thing That Changes Everything "Over the years, Peppers and Rogers have given me valuable advice about navigating the changing business landscape. This book is a must-read for managers who want to empower their employees and customers to?make change their ally." -Jim McCann, founder and CEO of 1-800-FLOWERS.COM "Highly readable and entertaining. Make sure everybody in your firm reads this book by last Friday." - Dror Pockard, CEO of eglue "In a time when most companies are built to flip, Peppers and Rogers have planted a stake in the ground to help you survive past the next round of financing or consumer fad. Knowing what rules to break is arguably even more important than what?laws to follow, and this book imparts?knowledge for both." - Guy Kawasaki, cofounder of Truemors and author of The Art of the Start "Peppers and Rogers have created the unthinkable: an enjoyable wake-up call! Their book serves up one compelling and provocative idea after another, and the authors enjoy debunking some of our most deeply ingrained business beliefs. Read this book and your customers will thank you." - Dan Heath, coauthor of Made to Stick: Why Some Ideas Survive and Others Die

Author Biography

Don Peppers & Martha Rogers, PhD, are the founding partners of Peppers & Rogers Group and 1to1® Media, the world's premier customer-focused consultancy and award-winning publishing company, now part of Carlson Marketing Worldwide. In addition to hundreds of trade and academic articles appearing in publications including Harvard Business Review, they are the coauthors of the bestselling "1to1" series of business books, available in seventeen languages. In addition, they have written a comprehensive graduate-level textbook, Managing Customer Relationships. Their most recent book was the highly successful Return on Customer, challenging companies to measure business success entirely differently, and documenting the customer base as a revenue-producing asset for businesses, capable of driving a company's long-term economic worth. Peppers and Rogers have been cited on numerous lists of thought leaders and business gurus, and serve on several boards.

Table of Contents

False Assumptions
A "Perfect Storm" of New Technologies
Imitation, Circular Mills, and Mythbusting
Crisis of Short-Termism: The Mother of All Problems
Questions Every Business Needs to Answer
Primacy of Customer Trust
"Value" is the New "Profit"
Jabbing at the Elevator Button in the Stock Market
Focus only on the Short Term and You'll Lose Sight of the Long Term
Customers Create Long-Term Value, Too
The Secret Life of Companies: Short Games
Take the Money and Run
Business Models Behaving Badly
Short-Term Gain, Long-Term Loss
Stupid Is as Stupid Does
Customers are a Scarce Resource
Using Up Customers
Which Do You Choose? Customers or Money?
Money is Still the Root of All Investment
What's in Your Budget?
Re-Thinking Your Whole Business
In the Long Term, the Good Guys Really Do Win
Reciprocity: The Golden Rule Applied to Customers
The Man with the Folding Chair
Does Your Firm Practice Reciprocity?
Customer Trust is an Antidote to Short-Termism
Treat Employees the Way You Want Them to Treat Customers
Increasing the Value of Your Business
Embroider on Your CFO's Pillowcase: Customer Equity
Ratcheting Up Your Customer Equity
What Return Are You Getting on Your Customers?
Value Creators, Value Harvesters, and Value Destroyers
Getting Credit for Earning Customer Trust
Culture Rules
Defining and Managing Culture
Do as I Say, Not as I Do
Welcome to the "Conceptual Age"
Galloping Decentralization Means Culture is More Important
Creating a Culture of Customer Trust
Hey! There's a Person in There!
Capitalism Redux: Greed Is Good, But Trust Is Even Better
Reputations Go Online
Taking the Friction Out of Commerce
Playing the Ultimatum Game
Technology Facilitates Reciprocity
Technology Seen Through the Wrong End of the Telescope
Customers and Honeybees
Who's on Your Speed-Dial?
Diverse Connections
Customer-Inspired Innovation
Word of Mouth: Business Opportunity?
Oops! Mistakes Happen: Recovering Lost Trust
Competence Also Required
Recovering Lost Trust
Competitive Success Can Harm Trust
Trust, Competence, and You
Innovate Or Die
Responding to Change
Technology, Progress, and Change
Creating a Climate of Innovation
Supporting the Lunatic Fringe
Creativity Cannot Be Commanded
Order and Chaos
Efficiency Often Undermines Innovation
3M Loses Its Innovative Mojo, Then Gets Its Groove Back
Having It Both Ways
Your Customers Can Help You Strike the Right Balance
Does Trust Encourage Innovation?
The Wisdom Of Dissent
Diversity and Variety
Size Does Matter
Avoiding Bad Group Decision Making
Engaged and Enabled
The Power of the Network
Employee Engagement
Table of Contents provided by Publisher. All Rights Reserved.

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