The third edition of this bestseller (over 275,000 copies sold) builds on the tested formula that helps organizations recognize the value of complaints using updated examples and concepts in the age of COVID-19.

The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback-not to mention your best bargain in market research. Complaints provide a feedback mechanism that can help organizations rapidly and inexpensively strengthen products, service style, and market focus. Most importantly, complaints that are well received create customer loyalty.

This new edition condenses the tried and true eight-step formula into a tighter, more efficient three-step formula. From her work with clients, the author has updated industry-specific complaint examples and added in new concepts, such as a process that enables employees to handle complaints with increased emotional resilience-something that is sorely needed since dealing with increasingly difficult customers is a common occurrence in the wake of the COVID-19 pandemic.

Handling complaints doesn't have to be a negative, soul-crushing experience. Janelle Barlow gives the right tools to treat each of them as a source of innovative ideas that can transform your business.

We have entered an age of disruption. Financial collapse, climate change, resource depletion, and a growing gap between rich and poor are but a few of the signs. Otto Scharmer and Katrin Kaufer ask, why do we collectively create results nobody wants? Meeting the challenges of this century requires updating our economic logic and operating system from an obsolete “ego-system” focused entirely on the well-being of oneself to an eco-system awareness that emphasizes the well-being of the whole. Filled with real-world examples, this thought-provoking guide presents proven practices for building a new economy that is more resilient, intentional, inclusive, and aware.

Supply chain management-the means by which firms engaged in creating, distributing, and selling products can join forces to establish a supply network with an unbeatable competitive advantage-has emerged as one of the most powerful business-improvement tools around. Companies all over the world are pursuing supply chain as the latest methodology to reduce costs, increase customer satisfaction, better utilize assets, and build new revenues. In this fiercely competitive environment, the gap between firms that are succeeding and those that aren't is rapidly expanding. In Advanced Supply Chain Management, leading expert Charles Poirier presents the four levels of accomplishment that separate the successful firms from the "wannabes." He details these four levels, from the beginning stages to the most advanced techniques and processes. Each level is described in detail so a firm can calibrate itself and determine what work remains to be done to close the gap.

Many firms are stuck in the first stage of supply chain management, marked by a myopic internal focus that may result in great short-term results but often misses the mark in the increasingly important global marketplace. Poirier outlines the process by which aggressive firms graduate through the next three stages, moving from an internal focus to an external one as they partner with suppliers and customers, first to achieve savings, then to build a special advantage within a specific market.

Firms that reach the fourth stage learn how to establish the external alliances necessary to build the essential networks. Poirier provides a model for building this advanced stage, including the construction of value chain constellations that deliver benefits that elude lower-level competitors and the implementation of communications Intranets, Internets, and privileged Extranets. He also includes action studies that illustrate what has worked for companies around the world, what has not, and why.

By demonstrating how successful firms have achieved their high status and describing the process it takes to reach their level, Advanced Supply Chain Management gives readers the means to calibrate their own progress and determine a more proactive and cooperative plan for becoming the first in their industry to attain supply chain excellence.

• The recognized expert on supply chain management describes how a company can construct the value chain constellation necessary to achieve market dominance
• Explains a totally new model that builds supply chain excellence around a "nucleus organization"
• Rich in case studies that illustrate what works, what doesn't, and what the leading companies are doing to succeed

Discover eight powerful mindset shifts that enable leaders and seekers of all ages to thrive in a time of unprecedented change and uncertainty.

Being adaptable and flexible have always been hallmarks of effective leadership and a fulfilling life. But in a world of so much—and faster-paced—change, and an ever-faster pace of change, flexibility and resilience can be stretched to their breaking points. The quest becomes how to find calm and lasting meaning in the midst of enduring chaos.

A world in flux calls for a new mindset, one that treats constant change and uncertainty as a feature, not a bug. Flux helps readers open this mindset—a flux mindset—and develop eight “flux superpowers” that flip conventional ideas about leadership, success, and well-being on their heads. They empower people to see change in new ways, craft new responses, and ultimately reshape their relationship to change from the inside out. April Rinne defines these eight flux superpowers:

• Run slower.
• See what's invisible.
• Get lost.
• Start with trust.
• Know your “enough.”
• Create your portfolio career.
• Be all the more human (and serve other humans).
• Let go of the future.

Whether readers are sizing up their career, reassessing their values, designing a product, building an organization, trying to inspire their colleagues, or simply showing up more fully in the world, enjoying a flux mindset and activating their flux superpowers will keep readers grounded even when the ground is too often shifting beneath them.

Leadership legend and bestselling author Ken Blanchard and trust expert and thought leader Randy Conley present this carefully curated collection of fifty-two essential leadership principles that are easy to implement and practice.

Effective leadership is an influence process where leaders implement everyday, commonsense approaches that help people and organizations thrive. Yet somehow, many of these fundamental principles are still missing from most workplaces. In Simple Truths of Leadership, legendary servant leadership expert Ken Blanchard, whose books have sold millions of copies worldwide, and his colleague Randy Conley, known and recognized for his many years of thought leadership and expertise in the field of trust, share fifty-two Simple Truths about leadership that will help leaders everywhere make commonsense leadership common practice.

Readers will discover profound, memorable, and in some cases counterintuitive leadership wisdom such as

• Who should make the first move to extend trust
• What role a successful apology plays in building trust
• When to use different strokes (leadership styles) for different folks—and for the same folks
• Where the most important part of leadership happens
• How to create autonomy through boundaries
• Why the key to developing people is catching them doing something right

A fun, easy read that will make a positive difference in leadership and organizational success, Simple Truths of Leadership will show readers how to incorporate simple but essential practices into their leadership style, build trust through servant leadership, and enhance their own lives and the lives of everyone around them.

A compass for leaders lost in the paradoxical space between attention to people and attention to results—with Compassionate Accountability you don't have to choose!

Sadly, compassion and accountability are too often in tension-leaders feel they have to pick one or the other. But solely prioritizing accountability can create toxic work environments that drive away good talent. On the other end of the spectrum, being too nice can compromise performance and productivity.

Finding harmony between compassion and accountability is the ultimate catalyst for improved results and a thriving workplace.

The solution is recognizing that compassion and accountability are not opposites. In fact, accountability is an element of compassion. Compassionate Accountability is the process of building connection while getting results. This book shows how this foundational mindset, philosophy, and way of living can lead to a thriving organizational culture. It covers such topics as these:

• Why you can't practice compassion without accountability
• How to turn on the three switches of the compassion mindset—and the predictable damaging consequences when they're turned off
• The key role Compassionate Accountability plays in a healthy leadership culture
• Six areas to focus on to start building your culture of Compassionate Accountability
• Five common barriers to compassion for leaders—and how to overcome them

Plus, readers will find real case examples of how organizations have adopted Compassionate Accountability, along with quizzes and self-assessments to help them learn and apply the concepts.

Leaders seeking a renewed sense of fulfillment in their roles and increased leadership impact will find inspiration, guidance, and a road map for cultural transformation.