How do you provide exceptional service to demanding customers?

They're standing at your check-in desk, calling you on the phone, chatting with you online. Maybe they're seated in business class on your flight. Or eating at one of the tables you're waiting on. As a service employee, you encounter dozens or even hundreds of customers a day. Some of them are easygoing. With them, you can't go wrong. But some are demanding. They set the bar high and let you know it.

How should you serve these cus...

Do you tend to keep your comments about others to yourself? Is there a difference between giving feedback to an employee, a colleague or your boss? Do you avoid complimenting others or praising them for their efforts?

Many people would answer these questions with a resounding ‘yes’. They are uncomfortable dealing with feedback and would rather sidestep the issue entirely. But open, honest communication enables others to learn and grow, which ultimately improves their performance in the fut...

Inspiration for Innovation helps you to become a successful innovator. It offers practical insights, tips and tools and teaches you how to innovate. With 101 columns, this book inspires, confronts and surprises everyone who is looking for more inspiration on this topic. Using an expedition metaphor, it reveals how to achieve a strategic mind-set: timing, breaking patterns, understanding customers, creating a culture for innovation, and implementing innovation projects successfully.

Every spre...

Unless you face your devil inside, the dividing line between success and misery is thin. It is all too easy to sabotage yourself and others, with huge consequences for you, your family, your friends and the people you lead. To avoid this hazard, practising introspection is the most important skill we can use in our lives.

The Devil Inside is about breaking through your own blockades. This book enables you to observe how you have developed particular habits, helps you to analyse why you behave...

Fashion Management

The fashion sector needs management as well

Who hasn't heard of the famous 'Antwerp Six'? They are now all established names in the world of fashion, and there is plenty of young new talent waiting in the wings. Even so, the economic context has changed in recent years: globalization and growing competition are increasingly important factors in the fashion industry. Luxury brands and major chain stores are taking over the market; digitalization and online sales are turning...

"What Happened to My Bounty?" is a compelling parable about risk, reward, and managing uncertainty in a complex world. In a mysterious valley, a diverse group of characters—ranging from the spontaneous Serena Dipity to the strategic duo Gains and Troubles Lifferalitoye—chase their "bounty." But unexpected events, including a pack of hungry wolves and devastating storms, put their strategies to the test.

Inspired by Who Moved My Cheese?, this book translates the essence of risk management ...

Philip Holt (Head of Operational Excellence and Accounting Operations at Philips) explains in Leading with Lean exactly what his model of Lean Leadership is, how we can learn to apply it, and how you can convince the workplace never to settle for anything less than excellence. We also learn how to redefine our leadership style and how to identify and eliminate wasteful activities within the company. This way you can recognize, realize and retain the ideal state. Philip Holt shows us the best ...

Leading next-generation decision-making in a data-driven organization

Like in Formula-1 racing, decision-making is crucial for business success and can be the difference between a checkered flag or the gravel pit. Decisions are increasingly made based upon data, but which function within an organisation is most suitable to drive the transformation towards a Decision Oriented Organisation? An organisation that beats competitors based on excellence in decision-making.

The CFO behind the wheel

I...

In a constantly evolving world where technology is getting increasingly smarter and innovation knows no bounds, one crucial question remains: how can you, as a professional or leader, really make a difference?
In C-suite Mindset, Carolien Van Den Bosch, international speaker and executive coach, offers insights into our ever-changing world and its impact on our work environment. This book is a guide to growth, no matter where you are in your career.
Discover the 7 essential human skills...

“In ‘Agile, the times they are a-changin’‘, I see a clear ‘why‘

and a practical approach to and tools for the tilt that

organizations have to make in order to survive.‘

– Prof. Dr. Ir. Jan Rotmans, Professor of Sustainability &

Transitions, Erasmus University Rotterdam.

“Addo gives very concrete tips on how to deal with it as an

organization, how to implement it and what to pay

attention to.“

– Gunther Verheyen, Scrum Caretaker, Ullizee-Inc.

Increasing globalization, com...