CONTENTS -- Acknowledgments -- Introduction -- 1 Building customer trust and loyalty -- 2 Scenario planning -- 3 Making your employees proud -- 4 Using customer information -- 5 The rule of 150 -- 6 Information orientation -- 7 Franchising -- 8 Eliminating waste (muda -- 9 Customer bonding -- 10 Psychographic profiling -- 11 Understanding demography -- 12 Mass customization -- 13 Leading "top-down" innovation -- 14 Social networking and transmitting company values -- 15 Achieving breakthrough growth -- 16 Deep-dive prototyping -- 17 Market testing -- 18 Empowering your customers -- 19 Cannibalizing -- 20 Increasing competitiveness -- 21 Clustering -- 22 Highlighting unique selling points (USPs) -- 23 The experience curve -- 24 The employee -customer-profi t chain -- 25 MEASURING EMPLOYEES' PERFORMANCE -- 26 BRAND SPACES -- 27 BEING SPACES -- 28 INCREASING ACCESSIBILITY -- 29 PARTNERING -- 30 BUMPER-STICKER STRATEGY -- 31 VALUING INSTINCT -- 32 BUILDING A LEARNING ORGANIZATION -- 33 REINVENTION -- 34 CORPORATE SOCIAL RESPONSIBILITY -- 35 THE TIPPING POINT -- 36 OUTSOURCING -- 37 KEEPING YOUR PRODUCT OFFERING CURRENT -- 38 Experiential marketing -- 39 Information dashboards and monitoring performance -- 40 Flexible working -- 41 REDEFINE YOUR AUDIENCE -- 42 VENDOR LOCK-IN -- 43 TURNING THE SUPPLY CHAIN INTO A REVENUE CHAIN -- 44 Intelligent negotiating -- 45 Complementary partnering -- 46 Feel-good advertising -- 47 Innovations in day-to-day convenience -- 48 Lifestyle brands -- 49: Being honest with customers -- 50: Instant recognizability -- 51: Managing a turnaround -- 52: Diversity -- 53: Balancing core and the context -- 54: Business process redesign -- 55: Convergence -- 56: Cross-selling and up-selling -- 57: Kotter's eight phases of change -- 58: Business-to-business marketing -- 59: Employee value proposition -- 60: Built-in obsolescence.

61: Avoiding commoditization -- 62: Developing employee engagement -- 63: Managing by wandering about (MBWA) -- 64: Precision marketing -- 65: Branding -- 66: Empowerment -- 67: Rethinking the budget -- 68: The buyer's cycle -- 69: Direct selling -- 70: Age-sensitive management -- 71: Three-factor theory -- 72: Developing Islamic products -- 73: SUPPORT AND CHALLENGE GROUPS -- 74: CLEAR STRATEGY -- 75: SIX-HAT THINKING -- 76: Building business relationships -- 77: Learning together -- 78: Microfi nance -- 79: Surviving a downturn -- 80: INNOVATION CULTURE -- 81: Resource building -- 82: Building trust -- 83: Emotional intelligence -- 84: The balanced scorecard -- 85: Developing a sales culture -- 86: Market segmentation -- 87: Audacity -- 88: Silo busting -- 89: Selling online -- 90: Value innovation -- 91: TALENT MANAGEMENT -- 92: The leadership pipeline -- 93: Hardball -- 94: Web presence -- 95: Viral marketing -- 96: Coaching and supervision -- 97: User-centered innovation -- 98: Internal promotion and succession planning -- 99: Developing knowledge and intellectual capital -- 100: Decision making and the paradox of choice -- Bibliography.