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Business bookshelf: Reads making the rounds

▪ “Soft Edge: Where Great Companies Find Lasting Success” – High performance has always required shrewd strategy and superb execution. But Rich Karlgaard -- Forbes publisher, entrepreneur, investor, and board director -- argues that there is a third element required for competitive advantage: your company’s values.

▪ “Six Simple Rules: How to Manage Complexity Without Getting Complicated” – Does your organization manage complexity by making things more complicated? It’s time for leaders to stop trying to manage complexity with their traditional tools and instead better leverage employees’ intelligence. This book shows how and explains the implications for designing and leading organizations.

▪ “Crafting the Customer Experience for People Not Like You: How to Delight and Engage the Customers Your Competitors Don’t Understand” – A “one-size fits all” approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers’ racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers’ service expectations. Companies and brands struggling to differentiate themselves in a sea of sameness can foster long-term loyalty with exceptional customer service. 800-CEO-READ and Booksamillion.com

‘Soft Edge: Where Great Companies Find Lasting Success’

By Rich Karlgaard

Jossey-Bass

‘Six Simple Rules: How to Manage Complexity Without Getting Complicated’

By Yves Morieux, Peter Tollman

Harvard Business Press

‘Crafting the Customer Experience for People Not Like You: How to Delight and Engage the Customers Your Competitors Don’t Understand’

By Kelly McDonald

Wiley

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