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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.

From disengaged employees to underserved customers, business failures invariably stem from a culture problem. In The Insider’s Guide to Culture Change, acclaimed culture transformation expert and global executive Siobhan McHale shares her proven four-step process to demystifying culture transformation and starting down the path to positive change.

Many leaders and managers struggle to get a handle on exactly what culture is and how pervasive its impact is throughout an organization. Some try to change the culture by publishing a statement of core values but soon find that no meaningful change happens.

Others try to unify the culture around a set of shared goals that satisfy shareholders but find their efforts backfire as stressed employees throw their hands up because “leadership just doesn’t get it.” Others implement expensive new IT systems to try to bring about change, only to find that employees find “workarounds” and soon go back to their old ways.

The Insider’s Guide to Culture Change walks readers through McHale’s four-step process to culture transformation, including how to:

• Understand what “corporate culture” really is and how it impacts every aspect of the way your organization operates
• Analyze where your culture is broken or not adding maximum value
• Unlock the power of reframing roles within your company to empower and engage your employees
• Utilize proven methods and tools to break through deeply embedded patterns and change your company mind-set
• Keep the momentum going by consolidating gains and maintaining your foot on the change accelerator

With The Insider’s Guide to Culture Change, watch your employees go from followers to change leaders who drive an agile culture that constantly outperforms.

Myths of Branding, written by renowned branding experts Andy Milligan and Simon Bailey, explores the huge number of misguided, mistaken and blatantly false myths that abound in the branding arena. From the belief that developing brands is nothing more than fiddling with logos, to the perception that it’s a ‘soft’ area of marketing that doesn’t go beyond visual identity and that the customer is always right – these myths are all surprisingly entrenched, yet could not be further from the truth.

Myths of Branding uses up-to-date case studies and witty examples to debunk these popular misconceptions, and replaces them with the reality of what it’s really like to work in the world of branding. Jam-packed with entertaining anecdotes and useful information that practitioners can learn from, it guarantees a deeper, sharper understanding of the realities of branding and brand management.

Employee ownership creates stronger companies, helps workers build wealth, and fosters a fairer, more stable society. In this book, two leading experts show how it works—and how it can be greatly expanded.

Wages don’t cover the bills. Wealth inequality is growing. Social trust is eroding. There are endless debates about what to do, but one key factor is inexplicably left out: who owns the companies that drive the economy?

Ownership matters. Ownership by a few means benefits for a few. But if you spread ownership around, you spread the benefits of capitalism around. Employee ownership lets workers build real wealth, not just pick up a paycheck. And it’s a piece of the puzzle that’s in plain sight. As Corey Rosen and John Case point out, there are already thousands of prosperous employee-owned companies.

Rosen and Case explain why so many companies end up being owned by Wall Street shareholders or private equity firms—and why that kind of ownership encourages a focus on short-term profits rather than the long-term sustainability needed by employees, communities, and the environment. They show the limits of reform efforts that don’t address the essential issue of who owns what.

But the heart of the book is a deep dive into how employee ownership originated, how it works now, and what needs to be done to expand it. The book looks at how the idea is growing, both in the United States and around the world—and why all sides of the political spectrum support it.

Rosen and Case offer a vivid portrait of a form of ownership that results in more prosperous workers, more responsible companies, and a fairer, more stable society.