Robert L. Shook – författare

Being an NFL coach is the ultimate high-pressure job. Every Sunday a coach makes split-second decisions that will not only decide the fate of a game, but also his team''s season and, ultimately, his own job.

Meet Mike Holmgren, Jon Gruden, John Fox, Andy Reid, and Mike Sherman -- top NFL head coaches whose careers rest on their ability to lead other men to win in the fiercely competitive world of professional football.

In this extraordinary collaboration with their agent Bob LaMonte, each of these five coaches shares his leadership principles. LaMonte takes you behind the scenes, where you''ll be a fly on the wall as these men reveal how to win beyond the X''s and O''s. You will see how these successful leaders communicate with different personalities, develop vision, build trust in their people, and win loyalty, as well as overcome adversity and adapt to change.

Through their colorful and motivational anecdotes, you''ll gain unprecedented insights into the minds of some of the best coaches today and valuable lessons on what it means to be a leader and a champion.

Whether you run your own company or work for a large corporation, establishing customer loyalty is a prerequisite for business growth. In The Customer Rules, C. Britt Beemer, a leading consumer research and marketing consultant, and bestselling business author Robert Shook offer practical advice on how to build a robust company culture based on the concept of unsurpassed customer-service designed to increase your market share.

A combination of extensive market research unprecedented in scope, as well as close studies of fourteen companies that excel in the area of customer service, The Customer Rules distills profitable lessons on how to achieve strong customer loyalty. Referencing specific research findings, Beemer and Shook examine the obstacles that too often distract a company''s focus from its most important task--providing preeminent service and creating a unique customer experience. The authors then supply fourteen workable solutions to ensure the return of customers time and time again, including:

Success in retail, service, manufacturing, or any other business always boils down to the customer experience. Beemer and Shook use in-depth interviews with high-level managers from such companies as Chubb, NetJets, Edward Jones, Lexus, Johnson & Johnson, and Four Seasons Hotels to illustrate the best ways for creating exceptional customer service. The Customer Rules gives you the tools you''ll need to become the undisputed leader in your industry.