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Scammell J: The Future of Service is 5D

The Future of Service is 5D

Why humans serve best in the digital era

Marketing hasn't gotten any easier. Don't get frustrated. Get scrappy.This revised edition of the book Publisher's Weekly called "a helpful digital marketing bible" features a new introduction, updates, and tools to help you get scrappy.It's an exciting time to be in marketing: The Internet, social media, and content marketing are powerful equalizers, resetting the playing field for businesses big and small. Yet, it's also a challenging time, with a lot to do and an ever-changing array of platforms, features, and networks to master--all on a tighter budget.Full of frameworks, hacks, tips, idea starters, and more, Get Scrappy is the handy guide you need to make sense of digital marketing today. Inc Magazine says: "This book...will help you take your marketing to the next level without having to increase your budget a dollar."In Get Scrappy, strategist Nick Westergaard helps marketers at organizations of all sizes: <ul><li>Demystify digital marketing</li><li>Do more with less</li><li>Build a standout brand that cuts through the clutter</li><li>Create relevant and engaging content for social media</li><li>Connect with your community of customers</li><li>Measure what matters</li></ul> The result is a reliable, repeatable system for reinventing your marketing as marketing reinvents itself. Take your digital marketing from good to great with Get Scrappy.

Marketing hasn’t gotten any easier. Don’t get frustrated. Get scrappy.This revised edition of the book Publisher's Weekly called "a helpful digital marketing bible" features a new introduction, updates, and tools to help you get scrappy.It’s an exciting time to be in marketing: The Internet, social media, and content marketing are powerful equalizers, resetting the playing field for businesses big and small. Yet, it’s also a challenging time, with a lot to do and an ever-changing array of platforms, features, and networks to master—all on a tighter budget.Full of frameworks, hacks, tips, idea starters, and more, Get Scrappy is the handy guide you need to make sense of digital marketing today. Inc Magazine says: “This book...will help you take your marketing to the next level without having to increase your budget a dollar.”In Get Scrappy, strategist Nick Westergaard helps marketers at organizations of all sizes:&nbsp;<ul><li>Demystify digital marketing</li><li>Do more with less</li><li>Build a standout brand that cuts through the clutter</li><li>Create relevant and engaging content for social media</li><li>Connect with your community of customers</li><li>Measure what matters</li></ul>&nbsp;The result is a reliable, repeatable system for reinventing your marketing as marketing reinvents itself. Take your digital marketing from good to great with Get Scrappy.

Smarter Digital Marketing for Businesses Big and Small

Get Scrappy

Finally, a playbook for leaders of all types on how to build and maintain a relentless focus on the customer into your organization's DNA.

Finally, a playbook for leaders of all types on how to build and maintain a relentless focus on the customer into your organization’s DNA.

New Rules for Building A Business Around Today’s Customer

The 8 Laws of Customer-Focused Leadership

Strategic repositioning during times of corporate crisis is critical for companies looking to navigate changing markets and secure long-term success. Many businesses and economies are marked by increasing environmental concerns and technological advancements, turning to green management and technology adoption as drivers of resilience and transformation. By integrating sustainable practices and embracing cutting-edge technologies, organizations can mitigate the negative impacts of crises while positioning themselves as leaders in the green economy. This approach allows companies to reduce costs, enhance efficiency, and build a strong, eco-conscious brand that resonates with consumers and investors, ensuring a competitive edge in the evolving marketplace. Strategic Repositioning in Times of Corporate Crisis: Green Management and Technology Adoption explores how organizations can strategically reposition themselves during corporate crises by embracing sustainable practices and adopting technology. It analyzes the integration of green management principles, technology adoption strategies, and crisis management techniques, offering insights into sustainable solutions such as renewable energy, circular economy practices, and stakeholder engagement. This book covers topics such as cloud computing, e-commerce, and supply chains, and is a useful resource for business owners, managers, economists, engineers, scientists, academicians, and researchers.

Green Management and Technology Adoption

Strategic Repositioning in Times of Corporate Crisis

The must-read New York Times bestseller that's redefining hospitality and inspiring readers in every industry. - Featured in FX's The Bear and Showtime's Billions - JP Morgan NextList Pick Eleven Madison Park was a struggling two-star brasserie when Will Guidara took the helm. Eleven years later, it had been named the best restaurant in the world, renowned for its “relentless, skillful campaign to spread joy” (Pete Wells, New York Times). How did Guidara and his team pull off this unprecedented transformation? By offering hospitality so memorable, so over the top, it can only be described as unreasonable. The team consistently gave people more than they expected—filling a private dining room with sand, mai tais, and beach chairs to console a couple after a canceled vacation, or surprising a family who had never seen snow with a sledding trip to Central Park. That hospitality-first culture—making people feel seen and truly welcomed—extended beyond the guests to their own team, who learned that the best way to build your bottom line is to give more, not less; how to deliver praise and criticism with intention; and about the greatness possible when a busser is empowered to think like an owner. Guidara shows us how to find the magic in what we do—for ourselves, the people we work with, and the people we serve. Since its publication, Unreasonable Hospitality has sold over a million copies, has been translated into over a dozen languages, and was an inspiration for the Emmy Award–winning series The Bear. Today, every business can choose to be in the hospitality industry, as the word has spread far beyond the dining room, encouraging leaders from all disciplines to elevate ordinary transactions into unforgettable experiences.

The must-read New York Times bestseller that's redefining hospitality and inspiring readers in every industry. - Featured in FX's The Bear and Showtime's Billions - JP Morgan NextList Pick Eleven Madison Park was a struggling two-star brasserie when Will Guidara took the helm. Eleven years later, it had been named the best restaurant in the world, renowned for its “relentless, skillful campaign to spread joy” (Pete Wells, New York Times). How did Guidara and his team pull off this unprecedented transformation? By offering hospitality so memorable, so over the top, it can only be described as unreasonable. The team consistently gave people more than they expected—filling a private dining room with sand, mai tais, and beach chairs to console a couple after a canceled vacation, or surprising a family who had never seen snow with a sledding trip to Central Park. That hospitality-first culture—making people feel seen and truly welcomed—extended beyond the guests to their own team, who learned that the best way to build your bottom line is to give more, not less; how to deliver praise and criticism with intention; and about the greatness possible when a busser is empowered to think like an owner. Guidara shows us how to find the magic in what we do—for ourselves, the people we work with, and the people we serve. Since its publication, Unreasonable Hospitality has sold over a million copies, has been translated into over a dozen languages, and was an inspiration for the Emmy Award–winning series The Bear. Today, every business can choose to be in the hospitality industry, as the word has spread far beyond the dining room, encouraging leaders from all disciplines to elevate ordinary transactions into unforgettable experiences.

The Remarkable Power of Giving People More Than They Expect

Unreasonable Hospitality

AI-Driven Business Model Innovation

At 11:30 at night, Seth Rolfe ran through a hospital entrance shouting that his wife was having their baby in the car. There was no plan. No script. Only urgency - and a team of people who responded as if they had been built for exactly that moment. Because they had.

That is the heart of Every Guest, Every Time: performance is not what your team does on its best day. It is what they do on every day - when no one is watching, when it costs something, when the pressure is on and the only thing holding the line is the standard you've built into the culture.

Most organizations train for the easy day. The best ones build people who rise to the hard one. Drawing on nearly three decades leading teams in luxury hospitality - the most demanding service environment there is - Seth translates what world-class operators know into a framework any leader can apply: how language shapes culture, how to turn a complaint into loyalty, why follow-up is a competitive advantage, and how to build a standard that outlasts your presence in the building.

This is a book for the leader who chased the title and discovered the title was only the beginning. For the manager learning that the job is no longer the work - it's the people. For the executive who wants excellence that is structural rather than personal, repeatable rather than dependent on any one person showing up.

Because the real test of leadership isn't the standard you set when you're in the room. It's the one your team holds when you're not.


The standard is not what you do on your best day. It is what you do on every day.

Every Guest, Every Time

What if the real measure of a salesperson isn't how many sales they close, but how they can transform their relationship with the customer and then guide the customer toward elevating their perspective from problems to possibilities?

In The Serving Salesperson, Daniel McQuiston delivers a powerful business parable that challenges the win-at-all-costs mindset dominating today's sales culture. When a top performer's self-focused approach backfires on him, he's forced into a journey that reshapes his understanding of serving the customer as he undergoes a professional, personal, and spiritual transformation on his road to becoming a Serving Salesperson.

Through an engaging narrative and practical insight, Dr. McQuiston introduces the Seven Pillars of the Serving Salesperson-a research-based framework that reorients a salesperson's internal compass from selling to serving. This shift doesn't just transform the salesperson; it equips them to transform their relationship with their customers as well--guiding them to move from being stuck in their problems to seeing new possibilities, new pathways, and a new trajectory for their business.

The Serving Salesperson is both an inspiring story and a practical guide, revealing how a serving mindset elevates performance, deepens trust, and ultimately changes customers for the better.

Seven Pillars to Transform the Customer Relationship

The Serving Salesperson

Navigating the Self-Service Revolution With Smart Machines

"You always want to grow your brand, but there's a dilemma: the more customer segments you target for growth, the harder it becomes to avoid conflict. Sometimes you do such a good job building a loyal following that attempts to court other customers feel like betrayal to your core. Sometimes, a segment adopts your products without you targeting them, alienating your existing customers. Sometimes, your growth strategy flies in the face of what people have decided your brand means to them. Welcome to "the conflict zone," where brands must navigate these incompatibilities to achieve growth-or face losing customers rather than growing. How did Supreme's attempts to cross over cost the brand its coveted reputation among skateboarders? How did Apple lose one of its most devoted customer bases when it updated a piece of software? What does Gucci do when the cast of Jersey Shore starts toting their handbags around? Marketing experts and professors Annie Wilson and Ryan Hamilton answer these questions, and through dozens of cases provide insight into how brands can drive growth by attracting new segments without alienating or losing their current customers. With a fresh, simple framework for growing without imploding, Wilson and Hamilton show you how to recognize when you're heading for the conflict zone, how to steer clear of it, and what to do if you find yourself in it. Here you'll find a better way to strategically select new target markets and evaluate, monitor, and manage multiple customer segments. The Growth Dilemma is your road map to brand growth"--

With depth, clarity, and a bit of humour, Wilson and Hamilton give you a better way to strategically select new target markets and manage multiple customer segments. The Growth Dilemma is your road map to brand growth.

Managing Your Brand When Different Customers Want Different Things

The Growth Dilemma

Artificial intelligence has evolved from specialized tools to comprehensive, goal-oriented systems that can learn, adapt, and soon even reason. New models that can write code, produce art, forecast market movements, and support decisions in all spheres of society are being developed every week. 
But this book covers more than just technology. Power exists. Ethics are a factor. It has to do with intelligence, the nature of future work, and people in general. It is up to the pioneers, leaders, and curious thinkers who must now lead us through the most disruptive time in our history.

Dr. Jörg Storm is an international keynote speaker, podcast host, and lecturer at several academic institutions. He holds a Ph.D. in Economics and is recognized for turning technological complexity into crisp, board-level decisions and measurable business outcomes.

Künstliche Intelligenz hat sich von spezialisierten Werkzeugen zu umfassenden, zielgerichteten Systemen entwickelt, die lernen und sich anpassen können – und bald sogar zu Schlussfolgerungen fähig sein werden. Woche für Woche entstehen neue Modelle, die Code schreiben, Kunst erschaffen, Marktbewegungen vorhersagen und Entscheidungen in allen Bereichen der Gesellschaft unterstützen können.

Doch dieses Buch behandelt mehr als nur Technologie. Es geht um Machtverhältnisse und ethische Aspekte. Es geht um Intelligenz, die Natur der Arbeitswelt von morgen und den Menschen an sich. Nun sind Pioniere, Führungskräfte und neugierige Denker gefragt, die uns durch die wohl tiefgreifendste Umbruchsphase unserer Geschichte führen müssen.

Unlocking Tomorrow’s World Today

The AI Revolution

Build Trust, Create Loyalty, Deliver Outstanding Service

See, Smile, Say Hello

The Future of Service is 5D

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