Jeffrey Gitomer

Hardcover (1 to 2 lbs)

New York

How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know

A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.

Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

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Bill Creech

Heavy Hardcover (2 to 4 lbs)

How to Make Total Quality Management Work for You

The Five Pillars of TQM

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Aubrey C. Daniels

Heavy Paperback (2 to 4 lbs)

The classic bestseller on performance management is updated to reflect changes in today's working environment. When an employer needs to know how to gain maximum performance from employees, renowned behavioral psychologist--Aubrey Daniels is the man to consult. What has made Daniels the man with the answers? His ability to apply scientifically based behavioral stimuli to the workplace while making it fun at the same time.

Now Daniels updates his ground-breaking book with the latest and best motivational methods, perfected at such companies as Xerox, 3M, and Kodak. All-new material shows how to: create effective recognition and rewards systems in line with today's employees want; Stimulate innovations and creativity in new and exciting ways;overcome problems associated with poorly educated workers; motivate young employees from the minute they join the workforce.

Bringing Out the Best in People

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Bill Gates

Succeeding in the Digital Economy

In his new book, Microsoft chairman and CEO Bill Gates discusses how technology can help run businesses better today and how it will transform the nature of business in the near future. Gates stresses the need for managers to view technology not as overhead but as a strategic asset, and offers detailed examples from Microsoft, GM, Dell, and many other successful companies. Companion Web site.

Business @ the Speed of Thought

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Matthew Dixon

Brent Adamson

Light Hardcover (1 lb or less)

Taking Control of the Customer Conversation

What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships-and you'd be wrong. The best salespeople don't just build relationships with customers. They challenge them. The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades. Based on an exhaustive study of thousands of sales reps across multiple industries and geographies, The Challenger Sale argues that classic relationship building is a losing approach, especially when it comes to selling complex, large-scale business-to-business solutions. The authors' study found that every sales rep in the world falls into one of five distinct profiles, and while all of these types of reps can deliver average sales performance, only one-the Challenger- delivers consistently high performance. Instead of bludgeoning customers with endless facts and features about their company and products, Challengers approach customers with unique insights about how they can save or make money. They tailor their sales message to the customer's specific needs and objectives. Rather than acquiescing to the customer's every demand or objection, they are assertive, pushing back when necessary and taking control of the sale. The things that make Challengers unique are replicable and teachable to the average sales rep. Once you understand how to identify the Challengers in your organization, you can model their approach and embed it throughout your sales force. The authors explain how almost any average-performing rep, once equipped with the right tools, can successfully reframe customers' expectations and deliver a distinctive purchase experience that drives higher levels of customer loyalty and, ultimately, greater growth.

The Challenger Sale

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Stanley A. Brown

Best Practices of Leaders in Customer Support

Breakthrough Customer Service

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Thomas Hinton

Wini Schaeffer

What to Do on Monday Morning

Customer-Focused Quality

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Jay R. Galbraith

An Executive Guide to Strategy, Structure, and Process

This second edition is a leader's concise guide to the process of creating and managing an organization that will achieve competitive advantages and be poised to respond effectively and rapidly to customer demands.

Designing Organizations

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John P. Kotter

Wie Sie Ihr Unternehmen in acht Schritten erfolgreich verändern

Leading Change

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Michael E. Porter

Business & Economics

Techniques for Analyzing Industries and Competitors

Now nearing its sixtieth printing in English and translated into nineteen languages, Michael E. Porter's Competitive Strategy has transformed the theory, practice, and teaching of business strategy throughout the world.

Electrifying in its simplicity--like all great breakthroughs--Porter's analysis of industries captures the complexity of industry competition in five underlying forces. Porter introduces one of the most powerful competitive tools yet developed: his three generic strategies--lowest cost, differentiation, and focus--which bring structure to the task of strategic positioning. He shows how competitive advantage can be defined in terms of relative cost and relative prices, thus linking it directly to profitability, and presents a whole new perspective on how profit is created and divided. In the almost two decades since publication, Porter's framework for predicting competitor behavior has transformed the way in which companies look at their rivals and has given rise to the new discipline of competitor assessment.

More than a million managers in both large and small companies, investment analysts, consultants, students, and scholars throughout the world have internalized Porter's ideas and applied them to assess industries, understand competitors, and choose competitive positions. The ideas in the book address the underlying fundamentals of competition in a way that is independent of the specifics of the ways companies go about competing.

Competitive Strategy has filled a void in management thinking. It provides an enduring foundation and grounding point on which all subsequent work can be built. By bringing a disciplined structure to the question of how firms achieve superior profitability, Porter's rich frameworks and deep insights comprise a sophisticated view of competition unsurpassed in the last quarter-century.

Competitive Strategy

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Robert S. Kaplan

David P. Norton

Translating Strategy into Action

The Balanced Scorecard translates a company's vision and strategy into a coherent set of performance measures. The four perspectives of the scorecard--financial measures, customer knowledge, internal business processes, and learning and growth--offer a balance between short-term and long-term objectives, between outcomes desired and performance drivers of those outcomes, and between hard objective measures and softer, more subjective measures. In the first part, Kaplan and Norton provide the theoretical foundations for the Balanced Scorecard; in the second part, they describe the steps organizations must take to build their own Scorecards; and, finally, they discuss how the Balanced Scorecard can be used as a driver of change.


The Balanced Scorecard

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Frank Luntz

It's Not What You Say, It's What People Hear

A behind-the-scenes look at how the tactical use of words and phrases affects what we buy, who we vote for and even what we believe. With chapters like The 10 Rules of Effective Language and 21 Words and Phrases for the 21st Century, Luntz examines how choosing the right words is essential to getting what we want.

Words That Work

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Thomas M. Siebel

Charles R. Schwab

Pat House

Strategies for Excelling at E-Business

The founder of the billion-dollar customer service information firm, Siebel Systems, advises entrepreneurs and executives on how to increase their profits by doing business via the Internet and how to avoid common pitfalls.

Cyber Rules

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Nicholas Imparato

Oren Harari

Innovation and Strategic Choice in an Age of Transition

Jumping the Curve

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David Cottrell

Light Paperback (1 lb or less)

A simple question every leader dreams of Answering

The Magic Question is an essential tool kit for long-term leadership success. It will teach you how to earn the right to hear your team ask The Magic Question by answering six key questions your team members are always asking (whether you hear them or not). When you clearly and consistently answer these six questions, you will sec magical results. Morale will improve, job satisfaction will increase and turnover will decrease. And...you will have a lot more fun leading. Book jacket.

The Magic Question

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Edward E. Lawler

Paperback (1 to 2 lbs)

Six Principles for Building the New Logic Corporation

From the Ground Up

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PDI Ninth House

Successful Manager's Handbook is a one-volume library of smart, practical ideas and suggestionss that you can use immediately on the job. This is the place to turn when you need new ideas, have to get your team up-to-speed fast, or want to prepare for the next level in your career. Successful Manager's Handbook helps you and your organization: equip high-potential leaders for new roles ; Build a high-performance culture ; Improve coaching skills ; Reduce on-boarding time ; Promote continuous learning. Never simplistic, always relevant, Successful Manager's Handbook is an ideal resource for you, your employees, and the people you coach. -- from back cover.

Successful Manager's Handbook

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Sandra Brown

Already coping with battle fatigue following his return from Afghanistan, journalist Dawson Scott receives a tip he cannot ignore about a potentially huge story involving the son of terrorists at-large for forty years.

Deadline

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Liane Moriarty

Entertainment Weekly’s “Best Beach Bet” A USA Today Hot Books for Summer Selection A Miami Herald Summer Reads Pick The new novel from Liane Moriarty, the #1 New York Times bestselling author of The Husband’s Secret, Big Little Lies, and What Alice Forgot, about how sometimes we don’t appreciate how extraordinary our ordinary lives are until it’s too late. “What a wonderful writer—smart, wise, funny.” —Anne Lamott Six responsible adults. Three cute kids. One small dog. It’s just a normal weekend. What could possibly go wrong? In Truly Madly Guilty, Liane Moriarty turns her unique, razor-sharp eye towards three seemingly happy families. Sam and Clementine have a wonderful, albeit, busy life: they have two little girls, Sam has just started a new dream job, and Clementine, a cellist, is busy preparing for the audition of a lifetime. If there’s anything they can count on, it’s each other. Clementine and Erika are each other’s oldest friends. A single look between them can convey an entire conversation. But theirs is a complicated relationship, so when Erika mentions a last minute invitation to a barbecue with her neighbors, Tiffany and Vid, Clementine and Sam don’t hesitate. Having Tiffany and Vid’s larger than life personalities there will be a welcome respite. Two months later, it won’t stop raining, and Clementine and Sam can’t stop asking themselves the question: What if we hadn’t gone? In Truly Madly Guilty, Liane Moriarty takes on the foundations of our lives: marriage, sex, parenthood, and friendship. She shows how guilt can expose the fault lines in the most seemingly strong relationships, how what we don’t say can be more powerful than what we do, and how sometimes it is the most innocent of moments that can do the greatest harm.

Truly Madly Guilty

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Jean Edward Smith

NAMED ONE OF THE BEST BOOKS OF THE YEAR BY
The Christian Science Monitor * St. Louis Post-Dispatch

In his magisterial bestseller FDR, Jean Edward Smith gave us a fresh, modern look at one of the most indelible figures in American history. Now this peerless biographer returns with a new life of Dwight D. Eisenhower that is as full, rich, and revealing as anything ever written about America's thirty-fourth president. As America searches for new heroes to lead it out of its present-day predicaments, Jean Edward Smith's achievement lies in reintroducing us to a hero from the past whose virtues have become clouded in the mists of history.

Here is Eisenhower the young dreamer, charting a course from Abilene, Kansas, to West Point, to Paris under Pershing, and beyond. Drawing on a wealth of untapped primary sources, Smith provides new insight into Ike's maddening apprenticeship under Douglas MacArthur in Washington and the Philippines. Then the whole panorama of World War II unfolds, with Eisenhower's superlative generalship forging the Allied path to victory through multiple reversals of fortune in North Africa and Italy, culminating in the triumphant invasion of Normandy. Smith also gives us an intriguing examination of Ike's finances, details his wartime affair with Kay Summersby, and reveals the inside story of the 1952 Republican convention that catapulted him to the White House.

Smith's chronicle of Eisenhower's presidential years is as compelling as it is comprehensive. Derided by his detractors as a somnambulant caretaker, Eisenhower emerges in Smith's perceptive retelling as both a canny politician and a skillful, decisive leader. Smith convincingly portrays an Eisenhower who engineered an end to America's three-year no-win war in Korea, resisted calls for preventative wars against the Soviet Union and China, and boldly deployed the Seventh Fleet to protect Formosa from invasion. This Eisenhower, Smith shows us, stared down Khrushchev over Berlin and forced the withdrawal of British, French, and Israeli forces from the Suez Canal. He managed not only to keep the peace--after Ike made peace in Korea, not one American soldier was killed in action during his tenure--but also to enhance America's prestige in the Middle East and throughout the world.

Domestically, Eisenhower reduced defense spending, balanced the budget, constructed the interstate highway system, and provided social security coverage for millions who were self-employed. Ike believed that traditional American values encompassed change and progress.

Unmatched in insight, Eisenhower in War and Peace at last gives us an Eisenhower for our time--and for the ages.

Praise for Eisenhower in War and Peace
 
"[A] fine new biography . . . [Eisenhower's] White House years need a more thorough exploration than many previous biographers have given them. Smith, whose long, distinguished career includes superb one-volume biographies of Grant and Franklin Roosevelt, provides just that."--The Washington Post
 
"Highly readable . . . [Smith] shows us that [Eisenhower's] ascent to the highest levels of the military establishment had much more to do with his easy mastery of politics than with any great strategic or tactical achievements."--The Wall Street Journal
 
"Always engrossing . . . Smith portrays a genuinely admirable Eisenhower: smart, congenial, unpretentious, and no ideologue. Despite competing biographies from Ambrose, Perret, and D'Este, this is the best."--Publishers Weekly (starred review)

Eisenhower in War and Peace

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Jules Witcover

A History of the Democrats

Party of the People

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Lewis L. Gould

A History of the Republicans

A narrative history of the Republican party ranges from its emergence as the antislavery party during the 1850s to its current role as the champion of political conservatism, documenting changes in its national policies and attitudes over the course of its history and profiling such key leaders as Lincoln, Eisenhower, Reagan, and Bush. 25,000 first printing.

Grand Old Party

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David Herbert Donald

Abraham Lincoln and His Friends

Friendships never came easy for a man as private and as mysterious as Abraham Lincoln. This highly original book offers a new and enlightening way of looking at Lincoln by observing how he dealt with his friends and close associates.

We Are Lincoln Men

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TD’s Bookstore

Browse by categories

Jeffrey Gitomer

Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

Jeffrey Gitomer

Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

Bill Creech

The Five Pillars of TQM

Aubrey C. Daniels

Bringing Out the Best in People

Bill Gates

Business @ the Speed of Thought

Matthew Dixon; Brent Adamson

The Challenger Sale

Stanley A. Brown

Breakthrough Customer Service

Thomas Hinton; Wini Schaeffer

Customer-Focused Quality

Jay R. Galbraith

Designing Organizations

John P. Kotter

Leading Change

Michael E. Porter

Competitive Strategy

Robert S. Kaplan; David P. Norton

The Balanced Scorecard

Frank Luntz

Words That Work

Thomas M. Siebel; Charles R. Schwab; Pat House

Cyber Rules

Nicholas Imparato; Oren Harari

Jumping the Curve

David Cottrell

The Magic Question

Edward E. Lawler

From the Ground Up

PDI Ninth House

Successful Manager's Handbook

Sandra Brown

Deadline

Liane Moriarty

Truly Madly Guilty

Jean Edward Smith

Eisenhower in War and Peace

Jules Witcover

Party of the People

Lewis L. Gould

Grand Old Party

David Herbert Donald; David Herbert Donald

We Are Lincoln Men

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