Gibbs provides essential strategies for granting employees the systems, authority, and consideration they need to best perform the work they do.

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Book Highlights

 
• The Real Reason Why Customers Stop Coming Back
 
• The One Thing That Makes a Great Customer Experience
 
• Traditional Process Design is Broken -- Here's Why
 
• What's More Important: Culture or Process?
 
• How to Avoid a Fearful Company Culture
 
• The Hidden Cost of Negotiation -- And How to Build Empires
 
• "Failing Fast" Sound Nice -- But How Do You Actually Do It
 
• There's a Difference Between Big Data and Important Data
 
• Why Angry Customers Aren't Half as Dangerous as Angry Employees
 
• Automation Will Do So Much More Than Save You Money