The New Human Capital Strategy: Improving the Value of Your Most Important Investment – Year After Year

by: Bradley W. Hall, PhD.

Bradley W. Hall identifies many problems with the current approach to talent management: no one is accountable; programs are emphasized over systems; and the existing Human Resources model is egalitarian, even though some individuals are in more critical roles than others. 
In The New Human Capital Strategy, Hall addresses the limitations of human capital practices and details how to build a system for new programs. His Human Capital Management system improves the performance those employees with the greatest impact on a company’s core competencies, using a data-rich analytical approach. When those in critical roles outperform their competitive peers, their company gains the competitive advantage.

Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

by: John A. Goodman

Customer service has a tremendous effect on customers’ attitudes toward a company, what they tell others about it, and whether they continue to patronize that company or go elsewhere. In his book Strategic Customer Service, John A. Goodman makes the case that investing in a well developed and carefully implemented corporate strategy for providing end-to-end customer service is the catalyst that can transform an organization and produce higher customer satisfaction, valuable product feedback, positive word of mouth, and increased revenue.

Chaotics: The Business of Managing and Marketing in the Age of Turbulence

by: Philop Kotler and John A. Caslione
Globalization and interconnectedness have caused the world to enter a chaotic Age of Turbulence. New disruptive technologies and innovations, the redistribution of wealth and power to resource-rich countries in Asia and the Middle East; hypercompetition; Sovereign Wealth Funds; the green movement; and customer empowerment have all contributed to the chaos. The traditional “normal” economic state is over. The “new normal” brings chaos with it – big shocks and painful disruptions at all economic levels. In Chaotics, Philip Kotler and John A. Caslione offer a Chaotics Management System to help organizations maneuver successfully through the turbulence.