Nincompooperyterrible customer service, idiotic business processes, and soul-crushing management practicessurrounds all of us. We lose time, patience, and profits as stuck-in-the-past organizations actively prevent us (and our customers) from getting the value we (and they) deserve.
Can’t anybody change this? CEO and award-winning business writer John R. Brandt says we can. In Nincompoopery: Why Your Customers Hate YouAnd How to Fix It, he leverages research across thousands of companies to show leaders how to find and kill the corporate stupidity that drives customers crazy. More importantly, he offers concrete examples of how any organizationlarge or small, and regardless of industrycan innovate in ways that delight customers and attract top-level talent.
Brandt has worked with hundreds of companies to help them outwit competitors, and in the blunt (and funny) Nincompoopery, he shares his unique blueprint for success. It usually starts by asking a simple question or two, such as
- Why should our customers have to rekey their data multiple times to make a single purchase?
- Why are there four levels of approval just to order basic supplies?
- Why can’t we get qualified candidates for open positions, or provide new employees with decent training?
- In short: How did we become such nincompoops? And when will we stop?
Nincompoopery offers leaders the answers they needand the profits they cravewith a scoop of humor on the side. Enjoy!
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About the Author
Before founding The MPI Group in 2003, Brandt followed a unique career path combining two decades of experience in marketing, management, and consulting with a passion for journalism that has earned him more than twenty awards for reporting, writing, and editing. He was publisher and editor-in-chief of IndustryWeek (IW) magazine. Additionally, Brandt served as president, publisher, and editorial director of the Chief Executive Group, publisher of Chief Executive, where his leadership transformed the magazine into one of publishing’s most surprising comebacks.
Table of Contents
Author's Note xiii
Chapter 1 Overview: Are We Really Surrounded by Nincompoops? 1
Chapter 2 Innovation: What Is Innovation, Anyway? 11
Chapter 3 Talent: Who's Going to Do All This Stuff? 47
Chapter 4 Process: Hey, Let's Talk Process! Wait…Where Are You Going? Come Back! 73
Chapter 5 Getting Started: Obstacles and Opportunities 117
Afterword: Nincompoopery Macro Trends: Why Is It So Ridiculously Hard to Be a Leader These Days? 149
About the Author 197