Business development and projects have fascinated me since my studies and my first experiences in companies. Time and again, I think I have understood what it's really all about... and shortly thereafter, completely new insights emerge that challenge previously perceived assumptions and thus enable leaps in performance. This is sometimes exhausting, but I wouldn't want to miss this path of development! Today I help management teams to improve their business results quickly and sustainably by guiding them to question assumptions, find new perspectives and thereby enable performance leaps.
Of course, when I started to apply the insights from "Critical Chain" over and over again in different companies, not everything always went smoothly. That was frustrating—for me and the people I worked with. Every company—or rather, every business—has its own idiosyncrasies. Understanding that and being able to take it into account when accelerating an entire project portfolio was crucial. Reading Reaching the Goal helped me a lot in this. Ricketts writes from his many years of experience at IBM.
"There is no doubt that this is a truly original and groundbreaking work in applying the Theory of Constraints. I run a services company and learned some things about the services business. Anyone involved in large services companies needs to look at what John is proposing. I will definitely quote this material frequently."
ChadSmith, Managing Partner, Constraints Management Group
"The information presented in this book is badly needed by service providers who struggle to balance supply and demand with their resources."
Carol A. Ptak, CFPIM, CIRM
"The techniques that John brings to light in this book are the bridge from…
As a physicist by education and therefore fundamentally interested in how things work, my early career was spent in secure communications before moving into finance, specifically payments. I helped to found one of the leading consultancies in the field and worked globally for organizations ranging from Visa and AMEX to various governments and multiple Central Banks. I wrote, it turned out, one of the key books in the field, Identity Is The New Money (2014), and subsequently, Before Babylon, Beyond Bitcoin (2017), about the history and future of money. The Currency Cold War (2020) was a prescient implication of digital currencies, particularly CBDC.
Brett King’s Bank 2.0: How Customer Behaviour and Technology Will Change the Future of Financial Services had an immediate and lasting impact on my career. First, it showed me that you could write about banking, payments, and financial services interestingly. Secondly, it showed me that people were out there thinking the same as me after learning from early internet-era experiments.
Brett’s subsequent work, including this book and The Rise of Technosocialism: How Inequality, AI, and Climate Will Usher in a New World, continues to help me to organize my thoughts about the role of money in a future always, always connected society.
Winner of best book by a foreign author (2019) at the Business Book of the Year Award organised by PwC Russia
The future of banking is already here ― are you ready?
Bank 4.0 explores the radical transformation already taking place in banking, and follows it to its logical conclusion. What will banking look like in 30 years? 50 years? The world’s best banks have been forced to adapt to changing consumer behaviors; regulators are rethinking friction, licensing and regulation; Fintech start-ups and tech giants are redefining how banking fits in the daily life of consumers. To survive, banks are…
I am a New York Times #1 bestselling author of more than 10 customer experience and leadership books. When I am not reading and writing, I help leaders and entrepreneurs drive employee engagement, customer loyalty, and referrals.
If only my mail carrier were like Fred… but that’s the point. All of us can “up our game” when it comes to caring for and about others. Mark Sanborn crafted a highly accessible and engaging book that shows how everyone can “be a Fred.” The line between ordinary and extraordinary is less about resources and more about focus and effort.
Mark Sanborn met his postman, Fred, just after he moved to Denver. Fred knocked on his door, introduced himself, and welcomed him to the neighborhood. He also asked Sanborn about himself and how he wanted his mail handled while he was away. Needless to say, Sanborn was shocked. He asked Fred more about his job and how he approached it. Fred's answers inspired him to develop motivational seminars promoting Fred's attitude and approach to life.
To embody the Fred philosophy is to realise and practise that:--Everyone can make a difference--Success is built on good relationships--You must continually create value for…
I've been blessed in my career, beginning as a 16-year-old, being an assistant manager at 17, a general manager at 20, and the face of the franchise at the age of 30 for over 16 years. This has led to me learning how to get people more motivated to perform their work than they ever thought possible when they accepted the position. I spent over 30 years literally “growing up” with this company and in this business, having been exposed to some of the best companies within their respective industries, learning how they source, on-board, train, and retain their team members, as well as some of the most influential motivational speakers throughout the world.
This book took our customer service performance in our company to levels we had never seen before. All of our leaders read this book and then the magic began.
The premise is that satisfied customers just are not good enough. They need to be “raving fans’ of us meaning, they actually become advocates of your business! This led to sales and traffic that exceeded our peers in all measurable ways while truly making our work more fun than we ever thought.
A straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager.
Raving Fans, in a nutshell, is the advice given to a new Area Manager on his first day - in an extraordinary business book that will help everyone, in every kind of organisation or business, deliver stunning customer service and achieve miraculous bottom-line results.
Raving Fans is written in the parable style of The One Minute Manager and uses a brilliantly simple and charming story to teach how to define a vision, learn what…
I’m an innovator. I’ve been one since I was a kid. Since then, I’ve started a couple of non-profits and four companies, and I’ve advised hundreds of clients on innovation opportunities. I’ve also led the team that created one of the world’s first smartphones. Over the past dozen years, I’ve written four books on the strategy and capabilities of innovation. Innovation is one of the essential characteristics that make us human. It can get the world into trouble, but it does more good than harm on balance. My mission is to make us better at innovation and make the world a better place.
I read this book before a job interview with the author, and I kicked myself for not reading his works years earlier. Clay Christensen was a master of making the counter-intuitive simple and compelling and of showing why his theses really matter.
In this book, Clay laid out several of his most important theories—going well beyond the concept of Disruptive Innovation he’s most famous for. He illustrates the concepts with research and anecdotes, and his prose is always a joy to read. For anyone passionate about innovation, this book is simply a must. It’s a guidebook to success.
An innovation classic. From Steve Jobs to Jeff Bezos, Clay Christensen's work continues to underpin today's most innovative leaders and organizations. A seminal work on disruption--for everyone confronting the growth paradox. For readers of the bestselling The Innovator's Dilemma--and beyond--this definitive work will help anyone trying to transform their business right now. In The Innovator's Solution, Clayton Christensen and Michael Raynor expand on the idea of disruption, explaining how companies can and should become disruptors themselves. This classic work shows just how timely and relevant these ideas continue to be in today's hyper-accelerated business environment. Christensen and Raynor give advice…
I'm Professor Emeritus at UCLA and have also been on the faculty of Columbia University and The University of Michigan, where I received my PhD degree. I founded Management Systems Consulting, which works with entrepreneurial firms in the US and globally to scale up, in 1978. I've served on the board of a firm (99 Cents Only Stores) that scaled up and was a NYSE listed firm. I've advised CEOs who have created global champion firms and been recognized as leaders in their space. I've authored or co-authored several books including Creating Family Business Champions; Corporate Culture: The Ultimate Strategic Advantage; Changing the Game; and Leading Strategic Change.
This book is by the founder of a company that has successfully navigated the stages of growth from a start-up to a sustainably successful organization and become a global champion or recognized leader in its space. Accordingly, the book is from the “horse’s mouth.” Schultz and his coauthor take the reader on the journey of the development of one of the classic entrepreneurial successes of our time. He details the challenges, his thinking, and the responses that were made to create the Starbucks of today. The book provided s the reader with a rare opportunity to participate in the Starbucks journey from a vision to the reality of building a great company.
In Pour Your Heart Into It, former CEO and now chairman emeritus Howard Schultz illustrates the principles that have shaped the Starbucks phenomenon, sharing the wisdom he has gained from his quest to make great coffee part of the American experience.
The success of Starbucks Coffee Company is one of the most amazing business stories in decades. What started as a single store on Seattle's waterfront has grown into the largest coffee chain on the planet. Just as remarkable as this incredible growth is the fact that Starbucks has managed to maintain its renowned commitment to product excellence and employee…
Growing up as a dyslexic kid with teenage parents and losing my dad at four, I spent my life searching for role models who turned their unique stories into something impactful. I’ve had the privilege of meeting all these incredible authors, learning about their journeys, and even calling a few of them friends. What sets them apart is their unwavering commitment to being real and transparent in their leadership. They don’t just lead—they use their experiences to make life better for the people they serve and to create positive change in the world around them. Their stories are proof that true leadership comes from authenticity and purpose.
This book is an inspiring and highly practical guide from one of the most respected leaders in the hospitality industry. As the co-founder of Ritz-Carlton, Schulze shares the secrets behind creating a culture of excellence that drives world-class service and lasting success.
He emphasizes the importance of a customer-first mindset, empowering employees to take ownership and setting uncompromising standards that everyone in the organization strives to meet. Schulze’s approach shows that excellence isn’t just about meeting expectations—it’s about consistently exceeding them in every detail. This book is a masterclass for leaders who want to build a high-performance organization that stands out and thrives through exceptional service and an unwavering commitment to excellence.
In some ways, Horst Schulze invented modern hospitality in America. His leadership lessons can be seen in the way companies like Chick-fil-A interact with their customers. This is a journey of greatness that we can all emulate.
Horst Schulze knows what it takes to win. In Excellence Wins, the cofounder and former president of the Ritz-Carlton Hotel Company lays out a blueprint for becoming the very best in a world of compromise. In his characteristic no-nonsense approach, Schulze shares the visionary and disruptive principles that have led to immense global success over the course of his still-prolific fifty-year career in the hospitality industry.
For over twenty years, Schulze fearlessly led the company to unprecedented multibillion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand world renowned. In Excellence Wins, Schulze shares his…
Raised in a Belgian retail store, exceptional customer service was a daily conversation topic with my parents. This upbringing made customer experience a natural part of who I am. Realizing the rarity of such service in the broader world, I delved into studying consumer behavior and how companies can respond effectively. Now, I'm deeply involved in the customer experience field, having authored six books and co-founded Nexxworks, an inspiration agency. I share all my insights freely on social channels, driven by a life goal to help everyone become more customer-centric starting tomorrow.
I am big fan of Shep Hyken and his work. Shep is an incredibly enthusiastic customer experience storyteller, possessing a knack for providing very practical advice to businesses. In this book, he zooms in on one of the most crucial aspects of customer relationships: loyalty.
I fully agree with Shep's viewpoint that many organizations overly concentrate on acquisition, overlooking the fact that cultivating loyal fans and even ambassadors is essential for long-term success.
How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers.
Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from…
I am a New York Times #1 bestselling author of more than 10 customer experience and leadership books. When I am not reading and writing, I help leaders and entrepreneurs drive employee engagement, customer loyalty, and referrals.
Economists Gilmore and Pine, trace economic value through the agrarian, industrial and service age and pioneer thinking on the importance of “staging” experiences. This book created a tectonic shift from transactional “customer service” to emotionally engaging “customer experiences.” In a world where customer satisfaction is table stakes, The Experience Economy shows readers how to drive emotional engagement and repeat business.
Time is limited. Attention is scarce. Are you engaging your customers?
Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral?
Welcome to the Experience Economy, where businesses must form unique connections in order to secure their customers' affections--and ensure their own economic vitality.
This seminal book on experience innovation by Joe Pine and Jim Gilmore explores how savvy companies excel by offering compelling experiences for their customers, resulting not only in increased customer allegiance but also in a more profitable bottom line. Translated into thirteen languages,…
How many people have had a great idea and just needed to gain support within a large organization to move ahead? I have, over and over again, along with very accomplished teams. It’s often hard work to create something new. It requires both art and science. When people understand how it works, they elevate their craft and achieve more while lifting others up. Some of them even change the world. I’ve found great wisdom and amazing stories of courage and adventure from people who have already been there, done that, and written about their experiences. I hope these book recommendations broaden your perspective and inspire your imagination!
This is perhaps the best-known book on innovation inside large companies. When discussing technological change, people have mentioned it to me more than any other book—by a large margin! It includes examples from industries ranging from hard disks to excavators and even offers an earlier look at the prospects for electric vehicles.
It is especially interesting to see how past success can lead to complacency that hinders sustained growth and financial health. In the process, Christensen underscores how important it is for companies to continue innovating within—even when business is going well and even when acquisitions seem alluring and less difficult. This is a must-read because it establishes foundational knowledge on the importance of continued investment to sustain success.
Named one of 100 Leadership & Success Books to Read in a Lifetime by Amazon Editors A Wall Street Journal and Businessweek bestseller. Named by Fast Company as one of the most influential leadership books in its Leadership Hall of Fame. An innovation classic. From Steve Jobs to Jeff Bezos, Clay Christensen's work continues to underpin today's most innovative leaders and organizations. The bestselling classic on disruptive innovation, by renowned author Clayton M. Christensen. His work is cited by the world's best-known thought leaders, from Steve Jobs to Malcolm Gladwell. In this classic bestseller--one of the most influential business books…
