Songwriter Dave Carroll wasn't the first person abused by an airline's customer service. But he was the first to show how one person, armed with creativity, some friends, $150 and the Internet, could turn an entire industry upside down. United Airlines had broken Dave's guitar after his luggage had been checked on one fateful day. After eight months of pestering the airline for compensation, Dave turned to his best tool - songwriting - and vowed to create a YouTube video about the incident that he hoped would garner a million views in one year. Four days after launching, the first million people had watched "United Breaks Guitars". United stock went down 10 percent, shedding $180 million in value; and Dave appeared on television to tell his story. United relented. And throughout the business world, people began to realise that 'efficient' but inhuman customer-service policies had an unseen cost - brand destruction by frustrated, creative and socially connected customers. "United Breaks Guitars" has become a textbook example of the new relationship between companies and their customers, and has demonstrated the power of one voice in the age of social media. It has become a benchmark in the customer-service and music industries, as well as branding and social media circles. Today, more than 150 million people are familiar with this story. In this fascinating book, Dave will tell you how he developed the 'just do it' philosophy that made him the ideal man to take on a big company, what it felt like to be in the center of the media frenzy, and how he's taken his talents and become a sought - after songwriter and public speaker. And businesspeople will also learn how companies should change their policies and address social-media uprisings. Since Dave's story came to light, nothing has been the same - for consumers, musicians or business. Whether you are a guitarist, a baggage handler or a boardroom executive, this book will entertain you and remind you that we are all c
The OECD Convention is the first major international treaty specifically to address 'supply-side bribery' by sanctioning the briber. The OECD Convention establishes an international standard for compliance with anti-corruption rules by 36 countries, including the 30 OECD members and six non-member countries, with the leading OECD exporting countries receiving particular attention. This book is an article-by-article commentary which gives particular attention to the results of the OECD monitoring process as applied to state implementation. Companies in particular are at ever greater risk of legal and 'reputational' damage resulting from failure to comply with the anti-corruption standards set inter alia, by the OECD Convention. This book provides them with comprehensive guidance on the OECD standards. The commentary also constitutes a significant work of comparative criminal law. It is written and edited by persons who include experts involved in development of the Convention standards as well as academics and legal practitioners.
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The better and faster learner wins. That is the clear conclusion that the authors reach in this detailed analysis of why many Western companies fail in their attempts to succeed in China, one of the fastest growing markets in the world and why many Chinese companies encounter difficulties in their overseas ventures. Fundamental errors are made; lessons from the experience of others ignored and the lack of adequate advance planning are just some of the pitfalls to be avoided. This book is intended to help Western companies and executives avoid the common mistakes and to assist their understanding of what is required to make a success of venturing into China, and vice versa, Chinese companies and executives coming onto the world stage. Facts speak for themselves. The book draws on extensive interviews with both Chinese and Western executives and regulators and presents a series of detailed cases to illustrate what went wrong and why. The authors suggest what needs to be done to ensure success, particularly in terms of having learning and building corporate capabilities as the ultimate objectives for any proposed investment/venture. Understanding the Chinese approach to business and being conscious of rules of the road are just two of the key elements.
No Contest stands as the definitive critique of competition. Contrary to accepted wisdom, competition is not basic to human nature; it poisons our relationships and holds us back from doing our best. In this new edition, Alfie Kohn argues that the race to win turns all of us into losers.
A timely and definitive intellectual map of a key emerging discipline, the SAGE Handbook of Corporate Governance critically overviews the key themes, theoretical controversies, current research and emerging concepts that frame the field. Consisting of original substantive chapters by leading international scholars, and examining corporate governance from an inter-disciplinary basis, the text highlights how critical governance issues are to the formation, growth, financing, structural development, and strategic direction of companies and how corporate governance institutions in turn influence the innovation and development of industrial and economic systems globally. Comprehensive, authoritative and presented in a highly accessible framework, the Handbook is a significant resource to those with an interest in understanding this important emerging field.
An inspirational new book on how to achieve sustainable capitalism and a more fulfilled life by the author of SQ (Spiritual Intelligence) and The Quantum Self.
For many, markets are the most efficient way in general to organize production and distribution in a complex economy. But what about those markets we might label noxious--markets in addictive drugs, say, or in sex? In Why Some Things Should Not Be for Sale, philosopher Debra Satz takes a penetrating look at those commodity exchanges that strike most of us as problematic. What considerations, she asks, ought to guide the debates about such markets? Satz contends that categories previously used by philosophers and economists are of limited use in addressing such markets because they are assumed to be homogenous. Accordingly, she offers a broader and more nuanced view of markets--one that goes beyond the usual discussions of efficiency and distributional equality--to show how markets shape our culture, foster or thwart human development, and create and support structures of power. Nobel Laureate Kenneth J. Arrow calls this book "a work that will have to be studied and taken account of by all those concerned by the role of the market as compared with other social mechanisms."
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