Author Archives: Kama

Random Quotes from New Books This August

Jacket image, The Customer Experience 3.0 by John GoodmanCustomer Experience 3.0: High-Profit Strategies in the Age of Techno Service  by John A. Goodman

“For example, if customers of one leading technology company call for assistance 91 days after purchase, and the customer does not have an extended warranty beyond the first 90 days, the company flatly refuses any support. This is because the finance and product management departments both believe that even one free support call would cost too much. My  rough math suggetested that the damage to loyalty of being rebuffed and the impact of WOM and the lost accompanying revenue were at least 10 times the cost of the support call—but I argued to no avail. This company did not understand the math of future loss and potential long-term gain. (page 51)

Jacket image, The Facility Management HandbookThe Facility Management Handbook, Fourth Edition, by Kathy O. Roper, CFM, LEED AP, and Richard P. Payant, CFM, CPE

“There is more to security than locks, keys, alarms, and cameras. When planning to renovate or construct a new facility, security should be a major consideration. Crime prevention through environmental design (CPTED) was originally conceived in the late 1960s and has evolved over the last forty years into an approach that has gained international acceptance with law enforcement entities. The theory of CPTED is based on the concept that design, using information from the built environment, can have a positive impact on reducing crime and improving quality of life. According to CPTED security consultants, a private consulting firm specializing in security, there are four built environment strategies that should be used in design guidelines when preparing a facility security assessment, as discussed in the following subsections.” (page 344)

Jacket image, In Faith and In Doubt by Dale McGowanIn Faith and In Doubt: How Religious Believers and Nonbelievers Can Create Strong Marriages and Loving Families by Dale McGowan

“Still, there’s a pretty fundamental difference between the religious and nonreligious ways of seeing the world. Even if there is common ground, each perspective still has an inherent rejection of the other at its core. Making a secular/religious marriage work doesn’t require us to deny that conflict, only to place it among the many differences that every couple carries into marriage. As the humanistic rabbi Adam Chalom once put it, every marriage is a mixed marriage, bringing difference of a hundred kinds together. When a believer and a nonbeliever come together, the mix is there, it’s real, but it doesn’t have to overwhelm the common ground. This is true in part because religion, irreligion, and marriage itself have undergone tremendous changes in recent generations.” (page 15)

Jacket image, Nonstop Sales Boom by Colleen FrancisNonstop Sales Boom: Powerful Strategies to Drive Consistent Growth Year After Year by Colleen Francis

“Alan Weiss, who has worked with me on this book, recalls a time he visited the vet with his dog. He saw the Merck Manual on the counter and told the vet that Merck was a large client of his.

‘Do you know,’ said the vet with wet eyes, ‘that Merck has done more for animal health over the past decade than any other company on earth?’

When he next appeared before the AgVet (Merck’s animal health division) sales force, he told that story, and the room was absolutely quiet. Surprised, he later asked the vice president what had happened.

‘All we hear,’he said, ‘are stories of how we missed a shipment or produced a bad side effect. We never really hear this. It’s inspiring, and that one story will last all year for our team’s motivation.’

How often are you sharing customer success stories with your colleagues?” (page 236)

Want to sample other AMACOM books? Check out our Random Quotes from New Books series.

Webcast: 10 Avoidable Mistakes Frontline Support Teams Make Repeatedly

Photo of Richard GallagherRich Gallagher, author of  The Customer Service Survival Kit and What to Say to a Porcupine, will hosting a Citrix webcast: 10 Avoidable Mistakes Frontline Support Teams Make Repeatedly.

Wednesday, July 30, 2014

Join Rich Gallagher, author and customer service expert, for a frank, humorous tour through the 10 “worst practices” support teams use every day on the frontlines with customers.

Attend this live webinar to learn:

  • The impact of “case-close-itis” on performance
  • Catch phrases that aggravate everyone
  • How to think like a customer instead of an agent
  • The wrong way to respond to a customer complaint

Richard Gallagher is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills.

Jacket image, The Customer Service Survival Kit by Richard GallagherJacket image, What to Say to a Porcupine by Richard Gallagher

Webinar: A Team of Leaders

Photo of Paul Gustavson and Stewart LiffSoundview Executive Book Summaries is hosting a webinar with Paul Gustavson and Stewart Liff, authors of A Team of Leaders: Empowering Every Member to Take Ownership, Demonstrate Initiative, and Deliver Results.

Tuesday, August 5, 2014
12 – 1 PM EDT

Imagine having a team where everyone steps up and performs all of the leadership tasks. Imagine a team that is constantly sharing knowledge and pushing the envelope – one that does long term planning and produces outstanding performance.

In this Soundview Live webinar, A Team of Leaders, Paul Gustavson and Stewart Liff show attendees how to design systems that nurture the leadership potential of every employee – the key to creating high-performance teams. Filled with real-world examples, this fresh approach transforms passive groups of disparate people into effective teams of leaders – workplace teams that work!

Jacket image, Team of Leaders by Paul Gustavson and Stewart Liff

Paul Gustavson is a former chair of the Marriott School of Management’s OB/HR Advisory Board and founder of OPD, which helps organizations around the world create and sustain high-performance teams. Stewart Liff is a human resources and visual management expert and the author of Managing Government Employees.


Lead with Humility Now Available on NetGalley

Jacket Image, Lead with Humility by Jeffrey A. KramesWe have just added Lead with Humility: 12 Leadership Lessons from Pope Francis by Jeffrey A. Krames to our NetGalley catalog. Book reviewers, journalists, librarians, bloggers, academics, booksellers and other book professionals interested in reading and writing about management and leadership topics, whether from secular or spiritual perspectives, are invited to request Lead with Humility for review.

When Fortune announced its list of the World’s Greatest Leaders, the top spot was awarded—not to a captain of industry—but to the new pontiff.

In the year since his election, Pope Francis earned that accolade…and more. He has achieved the remarkable: breathed life into an aging institution, reinvigorated a global base, and created real hope for the future.

How did a man who spent his life laboring in slums far from the Vatican manage to do this and so quickly? The answer lies in his humility—and the simple principles that spring from it. Lead with Humility explores 12 of these principles and shows how leaders and managers can adapt them for the workplace with equally impressive results. They include:

  • Don’t stand over your employees—sit down with them
  • Avoid insularity
  • Don’t judge—assess
  • Take care of people, not lobbies
  • Go where you are needed
  • Temper ideology with pragmatism
  • Don’t change—reinvent!
  • The boldest course can be the most prudent

Pope Francis’s ability to inspire the world is unprecedented in modern times. Lead with Humility reveals the power of his methods, and helps anyone lead with grace and greater authenticity.

Photo of Jeffrey A. Krames, author of Lead With HumilityJeffrey A. Krames is the bestselling author of The Rumsfeld Way, The Welch Way, Jack Welch and The 4 E’s of Leadership, and other popular business books. He has been published in The New York Times, The Wall Street Journal, Barron’s, Financial Times, Chicago Tribune, and Los Angeles Times and been interviewed by Fox News, CNBC, MSNBC, CNN, A&E’s Biography, the BBC, and other major media outlets.

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NetGalley is a service for people who read and recommend books, such as book reviewers, journalists, librarians, professors, booksellers, and bloggers.

There are a number of different reading options for this e-galley:

Find all of AMACOM’s e-galleys on NetGalley.

You can review how to get AMACOM’s digital galley request approval on NetGalley HERE.


Introducing AMACOM…Nancy Roberson

We’re very pleased that the latest installment in the “Introducing AMACOM” series is our new President & Publisher, Nancy Roberson!

What were you doing before you joined AMACOM?

I have been working in the exciting world of publishing for many years serving in key leadership roles including Executive Vice President & Publisher for the Career & Professional Group at Cengage Learning, Vice-President & Publisher for Williams & Wilkins (now Wolters-Kluwer), Vice-President, Director of Marketing at Scott, Foresman (now Pearson), Vice-President & Publisher at Mosby (now Elsevier) and most recently Director for Business Development for the Americas at Oxford University Press.

What are some business topics you find especially intriguing to read and learn about?

Photo of Nancy Roberson, President & Publisher of AMACOMThere are so many topics it is hard to select a few to discuss. However, I would have to say I’m drawn to anything that explores organizational leadership and how that differs from management. And from there, what traits are needed to be successful in each of these roles. Who are the best leaders, who are the best managers and why? Can you be both? Without a doubt in today’s business world, many companies are compared, contrasted, and even judged by starting at the top of the organizational structure with the leader.

Another key topic of reading interest of mine is anything about the digital transformation our world is undergoing. I’m mostly focused on the impact this is having on the publishing industry with regard to acquiring and delivering content to customers (and everything in between). As we know, it’s a challenge to keep pace in this arena because things are changing so fast, but at the same time, it’s also a great opportunity to embrace and explore new ways of doing business. I love reading about everything that is going digital and how it’s being done! Absolutely amazing!

What have you been reading recently?

The majority of my reading lately has been focused on keeping current on business topics, people of interest and doing research. I have all the major news apps loaded on my handheld which I try to check daily. And, I still read The Wall street Journal and New York Times in print (so nice to turn the real pages). I also continue to enjoy reading magazines—especially Architectural Digest, Traditional Homes, and Southern Living (yes, even living right here in NYC!). But in today’s environment, I think it’s so great to be able to stay up-to-date on what’s happening in the world relating to business, culture, entertainment and life in general, by sitting in front of a computer or device and reading about all these topics in one place! I must confess, it’s been a while since I’ve actually taken the time to read a complete book but I’m sitting in my office staring at hundreds of great AMACOM titles which are right up my alley. That’s where I’m headed next.

What book do you want everyone else to discover?

Of course as the Publisher for AMACOM, our books are the ones I’d like people to discover and enjoy. And, to start with, I’m suggesting some that are on my personal list to-read. Those are Just Listen, Lead with a Story, Stiletto Network, A Survival Guide to Parenting Teens, and the soon-to-be-released, Lead with Humility.

Looking ahead, what opportunities do you see for AMACOM’s publishing program?

We will continue to acquire and create leading edge content in our chosen subject areas to support the overall mission of American Management Association and provide new, compelling offerings to our customers. As the digital transformation continues taking place across the world, we will work to deliver our content in whatever format customers desire, whenever they want it, on multiple devices across the globe.

Thank you Nancy!