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All the essential tools managers could ever need—in one handy guide!

"Describes in simple terms the practical tools . . . to achieve success." -- Alan Mulally, President and CEO, Ford Motor Company

Real-world tested, real-world proven in organizations ranging in size from global titans like Boeing and Motorola to mom-and-pops and home businesses, The Little Black Book of Management is the ideal handbook for busy executives, managers, and entrepreneurs like you.

In this unique, practical, and easy-to-use guide, you get nearly 100 potent indispensable tools, organized for ease-of-use, including: • Time management • Brainstorming • Presentations • Process management (Six Sigma, balanced scorecard) • Communication/teambuilding

Save time and money by tackling in-house such critical tasks as brand development, marketing mix, breakeven analysis, or even designing a business excellence framework. Concise, comprehensive, and organizedfor immediate access to the right tools for the job, The Little Black Book of Management is your one-stop source for all the essential tools managers need to develop the performance of their teams and organizations.

Suzanne Turner owns and manages Potenza, Ltd., a management development consulting company, and has also worked with Andersen Consulting. She currently works with a wide range of organizations from global corporations to niche providers.

Praise for The Handbook of Strategic Public Relations and Integrated Marketing Communications

“The second edition of the Handbook of Strategic Public Relations and Integrated Marketing Communications is very impressive in its coverage of trends, tools, industries, and challenges. Every marketer needs to have a copy.”—Philip Kotler, Kellogg School of Management, Northwestern University, author of Marketing 3.0M

”The massively updated Handbook of Strategic Public Relations and Integrated Marketing Communications is the go to source for an overview of the fast changing field of PR and the central role it plays in marketing. An easy to read mélange of case studies from a wide variety of industries, commentaries on trends in the field, and insights on the links between theory and practice, it guides the reader through an increasingly complex—and ubiquitous—discipline.”—Jerry Swerling, Professor and Director of Public Relations Studies, and Director of Strategic Communication, PR Center, Annenberg School for Communication and Journalism, University of Southern California

”The Handbook is a fresh look at strategic public relations with great insights from top public relations professionals. Invaluable advice and a must read for all PR practitioners.”—Jane Ostrander, Vice President, Global Communications, Tenneco

The definitive guide to PR and communications—updated with the newest social media and brand-reputation tools and techniques

The most authoritative, comprehensive resource of its kind, The Handbook of Strategic Public Relations and Integrated Marketing Communications, Second Edition, is a gathering of 70 of the brightest, most influential figures in the field. It includes 27 new chapters as well as 44 new authors addressing the major changes in the field since the last edition: the use of social media in business, demanding and growing stakeholder relationships and a new era of openness and transparency to protect reputations and brands and to prevent crises.

Providing best practices for 28 key industries, the handbook is conveniently organized into thematic sections:

Each section highlights specific case studies and examples to illuminate exactly how to plan and execute different methods for optimum results. The book concludes with a section on the future of the industry—developing issues, trends and roles of public relations and integrated communications.

Use The Handbook of Strategic Public Relations and Integrated Marketing Communications to position your company, your brand and yourself for success for many years to come.

Build Customer Relationships and Win Big Revenue!

“Unbreakable relationships are crucial to success in business. Lou Imbriano captures what it takes to forge the kind of deep credibility that encourages consumers and clients to trust you with their hard-earned dollars. If you want to deepen your customers’ trust and grow your revenues, I suggest you read Winning the Customer and you will win.”—Bob Reynolds, President & CEO, Putnam Investments

“Lou Imbriano rescues the word ‘winning’ from the clutches of Charlie Sheen . . . and, like a Patriots playbook, Lou takes you through his game plan for successfully building a victorious team that opponents will respect and fear . . . from who should be answering your phone to effectively saying ‘no,’ it’s all there . . . lazy, unmotivated people, this is not for you. . . .”—Steve Levy, ESPN SportsCenter anchor

“Imbriano definitely made his mark in the NFL and now he’s an MVP again with his new book, Winning the Customer. Lou’s down-to-earth marketing philosophies, which he brought to the Patriots, epitomize how everyone, in any industry, should approach marketing. If you want to truly know how to build remarkable business relationships, read Winning the Customer.”—Michael O’Hara Lynch, Head of Global Sponsorship, Visa

“At a time when consumers have the power to use media where and how they choose, to like, dislike, and share their opinion on products and corporations, brand engagement is the best answer to build emotional and enduring relationships between brands and all their relevant communities. This book should be given to anyone who wants to understand the new dynamics that can bond brands with their ever-demanding customers.”—Lucien Boyer, President & Global CEO, Havas Sports & Entertainment

About the Book:

During his nine years in senior marketing positions with the New England Patriots, Lou Imbriano laid the foundation and marketing vision for the football team that led to its astronomical growth and explosive revenue—perfectly positioning them to be ready for when the Patriots became repeat Super Bowl champions and the NFL brand to beat.

Now CEO of TrinityOne, a strategic marketing firm, Lou has an undefeated record of showing all types of companies how to tackle customer relationships and convert them into tangible revenue. In Winning the Customer, Lou delivers his original strategies for both short- and long-term financial success:

Throughout the book, you’ll find Lou’s dynamic personal stories drawn right from his years of real-world business experience. He’s learned that to maximize revenue, every organization must both turn its customers into fans and coax those fans to spend freely. Winning the Customer shows you how to do just that using the Three Tiers of Customer Relationships. Imbriano shares his strategies with his innovative DELIVERS system: Dedication, Entertainment, Loyalty, Investment, Vision, Energy, Responsibility, and Sacrifice.

Filled with practical information and written in Lou’s inimitable conversational style,Winning the Customer is your all-pro offensive attack against old, ineffective methods and flat results. Lou’s tools will give any business an inspired team, supersized income, and a virtual stadium full of engaged, high-paying customers.

“B.J. Bueno yet again deftly captures the essence of what is required to build and sustain a greatbrand. If you want to attract and retain highly profi table “brand lovers” rather than stalk newcustomers, then carefully read this book. B.J. wisely outlines why this is vital and importantly,how to actually do it in today’s marketplace!— DARRYL “DC” COBBIN, president, Brand Positioning Doctors,and former VP of Marketing, 20th Century Fox

“Customers First tells the truth. I got a shiver up my back reading this book:What if my competitors read this and follow B.J.’s advice? I don’t care what sizebusiness you run, you could and should do exactly as this book instructs.As I was reading, I kept thinking of ways to get my customers to tellme how to be better.”—DAVID RATNER, owner, Dave’s Soda and Pet City

MASTER THE SCIENCE OF MARKET DOMINATION…

Brand Lovers are the best of your best customers. They power Harley-Davidsonto the top of the enthusiast motorcycle market; they’re the core of Apple’s dominant position in portable devices; and they’re the reason why no other premium grocery chain can take a bite out of Whole Foods’ market share.

Customers First, by top branding strategist B.J. Bueno, shows how your business will achieve this level of extreme customer loyalty through Brand Modeling, the objective and scientific analysis of your organization’s performance across a wide range of situations. An accurate Brand Model will arm you with hard data to pinpoint and engage your brand’s most passionate customers—and give you an action plan for inspiring and empowering these Brand Lovers to be your most effective evangelists. Much more than a summary of who you are and what you do, a Brand Model maps your business’s DNA to help you build an unbeatable competitive advantage.

Brand Modeling evolves the current state of marketing to a new level of sophistication. In Customers First, B.J. Bueno shows how to use this critical tool to eliminate guesswork from your marketing efforts and focus more clearly on understanding (and pleasing) your most valuable ally in the battle for market dominance: The Brand Lover.

B.J. BUENO is founder and managing partner of The Cult Branding Company, the premiere Brand Modeling and consumer insight research firm. He is a board member of the Retail Advertising and Marketing Association and a member of the Chief Marketing Officers board for international retailers.

It pays to be LIKEABLE!

You can have a rock-solid business strategy, unlimited resources, and the most talented people on staff. But only one thing is guaranteed in today’s hyperconnected society: if your business isn’t likeable, it will fail.

Dave Kerpen knows how important it is for a business to be liked—by customers, employees, stakeholders, and the general public. He wrote the book on it. His groundbreaking bestseller Likeable Social Media changed the way businesses interact with their customers on a daily basis. Likeable Business lays out 11 strategies for organizations of all sizes to spur growth, profits, and overall success. Dave Kerpen reveals the remarkable returns you’ll get when you gain the trust of your customers and stakeholders. In today’s social media world, it literally pays to be likeable.

Likeable Business helps any leader at a smallor mid-sized company increase profits and spur growth by applying the 11 principles of business likeability, such as:

Likeability spreads. As a business leader, you set the tone. Be likeable and your staff will be likeable—which in turn creates a more likeable customer experience.

The blueprint for everlasting business likeability is in your hands. Apply Kerpen’s basic principles day in and day out, and profits and growth are sure to follow.

Praise for Likeable Business

“Dave Kerpen has explained why customers expect more, and he gives you the tools to deliver on your brand promise. Be honest, be transparent, and be authentic. If you want to be likeable in business, you must read this book!” —Jeffrey Hayzlett, bestselling author of Running the Gauntlet and The Mirror Test

“Dave Kerpen’s manifesto on becoming a likeable leader of a likeable business applies equally well to social entrepreneurs and the nonprofit sector. Gratitude is his concluding principle, and I sure am grateful to Dave for writing this book.” —Charles Best, founder of DonorsChoose.org

“Kerpen demonstrates how building a likeable culture may be the most vital and rewarding strategy of all.” —John Jantsch, author of The Commitment Engine and Duct Tape Marketing

“This important, persuasive book will change the way you think about and operate your business. Anyone who hopes to lead successfully in the twenty-first century needs to read this book.” —Meg Cadoux Hirshberg, author of For Better or For Work: A Survival Guide for Entrepreneurs and Their Families

“From transparency to authenticity to the impact of sharing one’s values via story telling—Dave Kerpen’s blueprints on how to run a business move from ‘Likeable’ to essential. Ben & Jerry’s was founded on these values in 1978 and has practiced them through the company’s phenomenal growth to this very day. With communication at digital speeds in today’s corporate world, it’s no longer a choice to be responsible. Consumers choose to support businesses who practice values-led business. The opportunities when running your business in a responsible manner allow great freedom within your organization and externally with the ever-growing conscious consumer world around us.”—Jostein Solheim, CEO of Ben & Jerry’s

“Dave provides a blueprint that allows entrepreneurs everywhere to build a successful, likeable business in this era of social media.”—Scott Gerber, founder of Young Entrepreneurs Council

“A masterful storyteller, Dave Kerpen takes you on a journey into the wonderful new world of tomorrow. It’s a place where customers love you and ensure your business success. This is no wishful utopia. It’s a reality within reach if you follow the principles of Likeable Business.”—Michael Stelzner, CEO of Social Media Examiner and author of Launch: How to Quickly Propel Your Business Beyond the Competition

“Social media teaches businesses how to be nicer to people—and be happier while doing it. This book will teach you how to make that change for your entire business—and make more money because you’re doing it.”—Andy Sernovitz, New York Times bestselling author of Word of Mouth Marketing: How Smart Companies Get People Talking

“Likeability matters. It opens doors and minds and makes everything easier. But, how do you ‘build’ a likeable business? In Likeable Business, Kerpen shares a validated step-by-step path to likeability. A great read for entrepreneurs and executives alike!”—Jonathan Fields, author of Uncertainty and founder of Good Life Project

“It’s simple; when people understand who you are and where you come from, they’re more likely to rally around your cause. Every company has its own unique history, one that’s worth sharing. At 1-800-GOT-JUNK? we’re passionate about sharing where we came from and where we’re headed not only with our customers and the public but within our own teams.”—Brian Scudamore, founder and CEO of 1-800-GOT-JUNK?