{"product_id":"rules-to-break-and-laws-to-follow-isbn-9780470227541","title":"Rules to Break and Laws to Follow","description":"\u003cb\u003ePraise for \u003ci\u003eRules to Break \u0026amp; Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism\u003c\/i\u003e\u003c\/b\u003e  \u003cp\u003e\"A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, \u003ci\u003eRules to Break and Laws to Follow\u003c\/i\u003e 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.\"\u003cbr\u003e —\u003cb\u003eStephen M. R. Covey\u003c\/b\u003e, bestselling author of \u003ci\u003eThe Speed of Trust: The One Thing That Changes Everything\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"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.\"\u003cbr\u003e —\u003cb\u003eJim McCann\u003c\/b\u003e, founder and CEO of 1-800-FLOWERS.COM\u003c\/p\u003e \u003cp\u003e\"Highly readable and entertaining. Make sure everybody in your firm reads this book by last Friday.\"\u003cbr\u003e —\u003cb\u003eDror Pockard\u003c\/b\u003e, CEO of eglue\u003c\/p\u003e \u003cp\u003e\"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.\"\u003cbr\u003e —\u003cb\u003eGuy Kawasaki\u003c\/b\u003e, cofounder of Truemors and author of \u003ci\u003eThe Art of the Start\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"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.\"\u003cbr\u003e —\u003cb\u003eDan Heath\u003c\/b\u003e, coauthor of \u003ci\u003eMade to Stick: Why Some Ideas Survive and Others Die\u003c\/i\u003e\u003c\/p\u003e  \u003cb\u003eChapter 1: False Assumptions 1\u003c\/b\u003e  \u003cp\u003eA \"Perfect Storm\" of New Technologies 3\u003c\/p\u003e \u003cp\u003eImitation, Circular Mills, and Mythbusting 4\u003c\/p\u003e \u003cp\u003eCrisis of Short-Termism: The Mother of All Problems 6\u003c\/p\u003e \u003cp\u003eQuestions Every Business Needs to Answer 8\u003c\/p\u003e \u003cp\u003ePrimacy of Customer Trust 12\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2: \"Value\" Is the New \"Profit\" 15\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eJabbing at the Elevator Button in the Stock Market 17\u003c\/p\u003e \u003cp\u003eFocus Only on the Short Term and You'll Lose Sight of the Long Term 19\u003c\/p\u003e \u003cp\u003eCustomers Create Long-Term Value, Too 20\u003c\/p\u003e \u003cp\u003eThe Secret Life of Companies: Short Games 22\u003c\/p\u003e \u003cp\u003eTake the Money and Run 26\u003c\/p\u003e \u003cp\u003eBusiness Models Behaving Badly 29\u003c\/p\u003e \u003cp\u003eShort-Term Gain, Long-Term Loss 30\u003c\/p\u003e \u003cp\u003eStupid Is as Stupid Does 34\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3: Customers Are a Scarce Resource 37\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eUsing Up Customers 43\u003c\/p\u003e \u003cp\u003eWhich Do You Choose: Customers or Money? 45\u003c\/p\u003e \u003cp\u003eMoney Is Still the Root of All Investment 48\u003c\/p\u003e \u003cp\u003eWhat’s in Your Budget? 50\u003c\/p\u003e \u003cp\u003eRethinking Your Whole Business 53\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4: In the Long Term, the Good Guys Really Do Win 57\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eReciprocity: The Golden Rule Applied to Customers 60\u003c\/p\u003e \u003cp\u003eThe Man with the Folding Chair 61\u003c\/p\u003e \u003cp\u003eDoes Your Firm Practice Reciprocity? 65\u003c\/p\u003e \u003cp\u003eCustomer Trust Is an Antidote to Short-Termism 68\u003c\/p\u003e \u003cp\u003eTreat Employees the Way You Want Them to Treat Customers 73\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 5: Increasing the Value of Your Business 79\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eEmbroider on Your CFO's Pillowcase: Customer Equity 80\u003c\/p\u003e \u003cp\u003eRatcheting Up Your Customer Equity 84\u003c\/p\u003e \u003cp\u003eWhat Return Are You Getting on Your Customers? 86\u003c\/p\u003e \u003cp\u003eValue Creators, Value Harvesters, and Value Destroyers 89\u003c\/p\u003e \u003cp\u003eGetting Credit for Earning Customer Trust 92\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6: Culture Rules 97\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDefining and Managing Culture 98\u003c\/p\u003e \u003cp\u003eDo as I Say, Not as I Do 99\u003c\/p\u003e \u003cp\u003eWelcome to the \"Conceptual Age\" 101\u003c\/p\u003e \u003cp\u003eGalloping Decentralization Means Culture Is More Important 104\u003c\/p\u003e \u003cp\u003eCreating a Culture of Customer Trust 109\u003c\/p\u003e \u003cp\u003eHey! There's a Person in There! 113\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7: Capitalism Redux: Greed Is Good, but Trust Is Even Better 117\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eReputations Go Online 120\u003c\/p\u003e \u003cp\u003eTaking the Friction Out of Commerce 122\u003c\/p\u003e \u003cp\u003ePlaying the Ultimatum Game 124\u003c\/p\u003e \u003cp\u003eTechnology Facilitates Reciprocity 127\u003c\/p\u003e \u003cp\u003eTechnology Seen through the Wrong End of the Telescope 129\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 8: Customers and Honeybees 131\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWho's on Your Speed-Dial? 132\u003c\/p\u003e \u003cp\u003eDiverse Connections 135\u003c\/p\u003e \u003cp\u003eCustomer-Inspired Innovation 138\u003c\/p\u003e \u003cp\u003eWord of Mouth: Business Opportunity? 143\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9: Oops! Mistakes Happen: Recovering Lost Trust 151\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCompetence Also Required 154\u003c\/p\u003e \u003cp\u003eRecovering Lost Trust 156\u003c\/p\u003e \u003cp\u003eCompetitive Success Can Harm Trust 159\u003c\/p\u003e \u003cp\u003eTrust, Competence, and You 163\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10: Innovate or Die 167\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eResponding to Change 167\u003c\/p\u003e \u003cp\u003eTechnology, Progress, and Change 169\u003c\/p\u003e \u003cp\u003eCreating a Climate of Innovation 172\u003c\/p\u003e \u003cp\u003eSupporting the Lunatic Fringe 175\u003c\/p\u003e \u003cp\u003eCreativity Cannot Be Commanded 177\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11: Order and Chaos 181\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eEfficiency Often Undermines Innovation 183\u003c\/p\u003e \u003cp\u003e3M Loses Its Innovative Mojo, Then Gets Its Groove Back 186\u003c\/p\u003e \u003cp\u003eHaving It Both Ways 189\u003c\/p\u003e \u003cp\u003eYour Customers Can Help You Strike the Right Balance 192\u003c\/p\u003e \u003cp\u003eDoes Trust Encourage Innovation? 194\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 12: The Wisdom of Dissent 199\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDiversity and Variety 201\u003c\/p\u003e \u003cp\u003eSize Does Matter 205\u003c\/p\u003e \u003cp\u003eAvoiding Bad Group Decision Making 206\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 13: Engaged and Enabled 211\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Power of the Network 214\u003c\/p\u003e \u003cp\u003eEmployee Engagement 216\u003c\/p\u003e \u003cp\u003eEmployees with a Sense of Mission 221\u003c\/p\u003e \u003cp\u003eGiving Your Employees the Tools and the Power They Need to Create Value 223\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 14: Leaders Needed. Inquire Within 227\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Twelve Laws to Follow 228\u003c\/p\u003e \u003cp\u003eNotes 239\u003c\/p\u003e \u003cp\u003eReferences 257\u003c\/p\u003e \u003cp\u003eIndex 285\u003c\/p\u003e \"Harnessing the power of connected customers and networked employees is now the key to success and that's what this book is all about.\" (\u003ci\u003eBookviews.com\u003c\/i\u003e, April 2008)  \u003cb\u003eDon Peppers\u003c\/b\u003e \u0026amp; \u003cb\u003eMartha Rogers\u003c\/b\u003e, PhD, are the founding partners of Peppers \u0026amp; 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 \u003ci\u003eHarvard Business Review\u003c\/i\u003e, 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, \u003ci\u003eManaging Customer Relationships\u003c\/i\u003e. 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.  \u003cb\u003eRules to Break \u0026amp;Laws to Follow\u003c\/b\u003e  \u003cp\u003eFrom the dynamic writing team whose classic bestseller, \u003ci\u003eThe One to One Future\u003c\/i\u003e, launched the Customer Relationship revolution, Rules to Break and Laws to Follow brings the unique Peppers and Rogers perspective to the most important issues facing businesses today.\u003c\/p\u003e \u003cp\u003eBased on their decades of experience working with leading companies around the world, Peppers and Rogers are kicking the business model up yet one more notch. Written in their hallmark conversational style, \u003ci\u003eRules to Break and Laws to Follow\u003c\/i\u003e will help you make better decisions a dozen times a day:\u003c\/p\u003e \u003cul\u003e \u003cli\u003e \u003cp\u003eWhy short-termism drives your business, and what you can do to stop it while still paying the bills\u003c\/p\u003e \u003c\/li\u003e \u003cli\u003e \u003cp\u003eWhy new, interactive technologies mean that customer trust is more important today than it ever was before\u003c\/p\u003e \u003c\/li\u003e \u003cli\u003e \u003cp\u003eHow respectful disagreement and dissent within your business can lead to better decisions, more innovation, and an engaging workplace environment\u003c\/p\u003e \u003c\/li\u003e \u003cli\u003e \u003cp\u003eHow to recover your customers' trust after it is undermined by a PR disaster or some other problem\u003c\/p\u003e \u003c\/li\u003e \u003cli\u003e \u003cp\u003eWhy social networks of customers don't always act rationally, and how best to use such networks to benefit your organization\u003c\/p\u003e \u003c\/li\u003e \u003cli\u003e \u003cp\u003eWhat kind of corporate culture you need to ensure that your employees create real value for your business even when no one's looking over their shoulders\u003c\/p\u003e \u003c\/li\u003e \u003cli\u003e \u003cp\u003eHow to create a \"climate of innovation\" at your firm to ensure a continuous flow of new ideas, product and service improvements, and creative decision-making\u003c\/p\u003e \u003c\/li\u003e \u003c\/ul\u003e  \u003cb\u003ePraise for \u003ci\u003eRules to Break \u0026amp; Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism\u003c\/i\u003e\u003c\/b\u003e  \u003cp\u003e\"A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, \u003ci\u003eRules to Break and Laws to Follow\u003c\/i\u003e 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.\"\u003cbr\u003e —\u003cb\u003eStephen M. R. Covey\u003c\/b\u003e, bestselling author of \u003ci\u003eThe Speed of Trust: The One Thing That Changes Everything\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"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.\"\u003cbr\u003e —\u003cb\u003eJim McCann\u003c\/b\u003e, founder and CEO of 1-800-FLOWERS.COM\u003c\/p\u003e \u003cp\u003e\"Highly readable and entertaining. Make sure everybody in your firm reads this book by last Friday.\"\u003cbr\u003e —\u003cb\u003eDror Pockard\u003c\/b\u003e, CEO of eglue\u003c\/p\u003e \u003cp\u003e\"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.\"\u003cbr\u003e —\u003cb\u003eGuy Kawasaki\u003c\/b\u003e, cofounder of Truemors and author of \u003ci\u003eThe Art of the Start\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"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.\"\u003cbr\u003e —\u003cb\u003eDan Heath\u003c\/b\u003e, coauthor of \u003ci\u003eMade to Stick: Why Some Ideas Survive and Others Die\u003c\/i\u003e\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989975056613,"sku":"NP9780470227541","price":36.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780470227541.jpg?v=1761786092","url":"https:\/\/k12savings.com\/es\/products\/rules-to-break-and-laws-to-follow-isbn-9780470227541","provider":"K12savings","version":"1.0","type":"link"}