Product Description
How empowered customers and employees can be great for your business

When employees can leap tall hierarchies in a single click, it not only flattens their org chart, but also elevates the importance of your corporate culture, transforming it into a management tool and a competitive advantage. And when customers can share their experiences electronically with millions, customer trust becomes more than a catchphrase; it becomes a business necessity–and a divining rod for any company’s success over the long term. Even change itself is no longer a constant; it is accelerating. No matter how great their product or service is today, tomorrow it will still be just another commodity, and tomorrow will come faster than it used to. Big or small, manufacturer or service firm, in today’s technology-augmented business environment companies will have to know how to harness the power of their connected customers and networked employees. They need innovation, creativity, resilience, and leadership to produce not just quarterly numbers, but genuine shareholder value. This book provides them with the tools to get there.

Don Peppers and Martha Rogers are Founding Partners of Peppers and Rogers Group. They have delivered keynote addresses, workshops, and consulting projects for clients on six continents. Peppers and Rogers were named 1998 Direct Marketers of the Year by Direct Marketing Days in New York. They are authors together of numerous books on business, marketing, customers, and strategy.

From the Inside Flap

Rules to Break &Laws to Follow

From the dynamic writing team whose classic bestseller, The One to One Future, 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.

Based 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, Rules to Break and Laws to Follow will help you make better decisions a dozen times a day:

*

Why short-termism drives your business, and what you can do to stop it while still paying the bills
*

Why new, interactive technologies mean that customer trust is more important today than it ever was before
*

How respectful disagreement and dissent within your business can lead to better decisions, more innovation, and an engaging workplace environment
*

How to recover your customers’ trust after it is undermined by a PR disaster or some other problem
*

Why social networks of customers don’t always act rationally, and how best to use such networks to benefit your organization
*

What 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
*

How 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

See all Editorial Reviews
Product Details

* Hardcover: 320 pages
* Publisher: Wiley (February 8, 2008)
* Language: English
* ISBN-10: 0470227540
* ISBN-13: 978-0470227541
http://rapidshare.com/files/111171028/Break_Laws.PDF