Never Lose An Employee Again

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Never Lose a Customer Again

Author : Joey Coleman
Publisher : Penguin
ISBN 13 : 0735220034
Total Pages : 370 pages
Book Rating : 4.7/5 (352 download)

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Book Synopsis Never Lose a Customer Again by : Joey Coleman

Download or read book Never Lose a Customer Again written by Joey Coleman and published by Penguin. This book was released on 2018-04-03 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.

Never Lose an Employee Again

Author : Joey Coleman
Publisher : Penguin
ISBN 13 : 059354238X
Total Pages : 337 pages
Book Rating : 4.5/5 (935 download)

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Book Synopsis Never Lose an Employee Again by : Joey Coleman

Download or read book Never Lose an Employee Again written by Joey Coleman and published by Penguin. This book was released on 2023-06-27 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: A WALL STREET JOURNAL BESTSELLER If keeping employees is a challenge for you, Never Lose an Employee Again offers a proven framework for increasing retention, engagement, and in the process, profits. Joey Coleman, one of the world's leading experts on employee experience, reveals practical strategies that will teach you exactly how to recruit top talent, bring them onboard successfully, and keep them engaged while they produce remarkable results for years to come. Finding and keeping quality employees is one of the greatest challenges facing businesses today. With more people quitting their jobs each month than ever before and employees demanding flexibility, freedom, and advancement, companies are struggling to build a foundation with new hires that leads to long-term commitment. To effectively combat the hiring crisis and remain competitive, business owners and managers must design an employee experience program that begins on day one. In Never Lose an Employee Again, Coleman offers a step-by-step playbook for creating a retention plan with long-term success. With more than fifty proven case studies from organizations on seven continents, Coleman details how you can forge a relationship with your people during each of the eight phases of the employee journey. For each phase, Coleman walks you through the six forms of communication integral to success (in-person, email, phone, mail, video, and even gifts) so you can better connect with your team. You’ll learn how to: • write job descriptions that attract the right candidates (and plenty of them); • counter the “hire’s remorse” that every employee feels (yet few businesses ever address); • welcome someone on their first day in a way that will leave them talking about it years later; • acclimate your people to get them up and running faster and more effectively; • re-engage your existing employees to turn them into raving fans; … and much more. Never Lose an Employee Again will reshape the way you think about recruiting, hiring, onboarding, and retaining quality team members–whether you are an owner looking to hire your first few employees, an organization hoping to redefine an industry, or an enterprise that needs to keep growing on a global scale.

Never Lose an Employee Again

Author : Joey Coleman
Publisher : Penguin
ISBN 13 : 0593542398
Total Pages : 337 pages
Book Rating : 4.5/5 (935 download)

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Book Synopsis Never Lose an Employee Again by : Joey Coleman

Ask a Manager

Author : Alison Green
Publisher : Ballantine Books
ISBN 13 : 0399181822
Total Pages : 306 pages
Book Rating : 4.3/5 (991 download)

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Book Synopsis Ask a Manager by : Alison Green

Download or read book Ask a Manager written by Alison Green and published by Ballantine Books. This book was released on 2018-05-01 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together

Please Don't Just Do What I Tell You

Author : Bob Nelson
Publisher : Random House
ISBN 13 : 1448175747
Total Pages : 71 pages
Book Rating : 4.4/5 (481 download)

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Book Synopsis Please Don't Just Do What I Tell You by : Bob Nelson

Download or read book Please Don't Just Do What I Tell You written by Bob Nelson and published by Random House. This book was released on 2014-01-20 with total page 71 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Simple, smart and savvy - this book shows employees how to reach for the sky and use initiative they never knew was there.' Dr Stephen Covey, author of The 7 Habits of Highly Effective People. From Bob Nelson, the author of the million copy selling 1001 Ways series, Don't Just Do What I Tell You, Do What Needs to be Done is about fast tracking or getting ahead by fulfilling an employer's ultimate expectation - that you'll figure out what needs to be done and take the initiative to do it. With direct advice and fascinating anecdotes about people who have taken initiative and been rewarded. The book is short, easy-to-read and inspiring and includes advice on how to: --suggest ways to save money--turn problems into opportunities --collect your own data, develop alternatives, and build support for your ideas --be a person that makes things happen--avoid the 'blame game' --persist when obstacles arise

Firing at Will

Author : Jay Shepherd
Publisher : Apress
ISBN 13 : 1430237392
Total Pages : 281 pages
Book Rating : 4.4/5 (32 download)

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Book Synopsis Firing at Will by : Jay Shepherd

Download or read book Firing at Will written by Jay Shepherd and published by Apress. This book was released on 2012-01-19 with total page 281 pages. Available in PDF, EPUB and Kindle. Book excerpt: Firing at Will shows managers and employers how to do the most difficult part of their jobs: firing employees. Written by a leading employment lawyer in a refreshingly unlawyerly style, this guide takes the reader through the always-risky process of letting an employee go. Many employers and managers are afraid to pull the trigger when the employment relationship has broken down, and will postpone the decision by using progressive discipline and performance-improvement plans. However, an employer must be able to unload employees who threaten to undermine the company and its prospects, regardless of the risks involved in a termination. This book explains how to do it, how not to do it, and how to minimize the danger of an expensive employee lawsuit. No one said being an employer or a manager was easy. Fortunately, knowing how to fire employees will make your job much, much easier in the long run and save you heartache. Firing at Will teaches you what you need to know, without any legalese or boring recitations of statutes and case law. This book is filled with plain-English common sense, based on Jay Shepherd's 17 years of protecting employers in court. The style is conversational and often irreverent, but the lessons and tips are battle-tested. If you want to be a successful manager or employer—and sleep easier—you need to know how to fire at will. Gives employers and managers real-world advice on how to fire employees Teaches how to keep your company—and yourself—out of expensive employee lawsuits Guides you toward building a workplace where you'll need to fire fewer employees

I'm Feeling Lucky

Author : Douglas Edwards
Publisher : HMH
ISBN 13 : 0547549032
Total Pages : 437 pages
Book Rating : 4.5/5 (475 download)

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Book Synopsis I'm Feeling Lucky by : Douglas Edwards

Download or read book I'm Feeling Lucky written by Douglas Edwards and published by HMH. This book was released on 2011-07-12 with total page 437 pages. Available in PDF, EPUB and Kindle. Book excerpt: A marketing director’s story of working at a startup called Google in the early days of the tech boom: “Vivid inside stories . . . Engrossing” (Ken Auletta). Douglas Edwards wasn’t an engineer or a twentysomething fresh out of school when he received a job offer from a small but growing search engine company at the tail end of the 1990s. But founders Larry Page and Sergey Brin needed staff to develop the brand identity of their brainchild, and Edwards fit the bill with his journalistic background at the San Jose Mercury News, the newspaper of Silicon Valley. It was a change of pace for Edwards, to say the least, and put him in a unique position to interact with and observe the staff as Google began its rocket ride to the top. In entertaining, self-deprecating style, he tells his story of participating in this moment of business and technology history, giving readers a chance to fully experience the bizarre mix of camaraderie and competition at this phenomenal company. Edwards, Google’s first director of marketing and brand management, describes the idiosyncratic Page and Brin, the evolution of the famously nonhierarchical structure in which every employee finds a problem to tackle and works independently, the races to develop and implement each new feature, and the many ideas that never came to pass. I’m Feeling Lucky reveals what it’s like to be “indeed lucky, sort of an accidental millionaire, a reluctant bystander in a sea of computer geniuses who changed the world. This is a rare look at what happened inside the building of the most important company of our time” (Seth Godin, author of Linchpin). “An affectionate, compulsively readable recounting of the early years (1999–2005) of Google . . . This lively, thoughtful business memoir is more entertaining than it really has any right to be, and should be required reading for startup aficionados.” —Publishers Weekly, starred review “Edwards recounts Google’s stumbles and rise with verve and humor and a generosity of spirit. He kept me turning the pages of this engrossing tale.” —Ken Auletta, author of Greed and Glory on Wall Street “Funny, revealing, and instructive, with an insider’s perspective I hadn’t seen anywhere before. I thought I had followed the Google story closely, but I realized how much I’d missed after reading—and enjoying—this book.” —James Fallows, author of China Airborne

101 Ways to Lose a Great Employee

Author : Barbara Otis
Publisher :
ISBN 13 : 9780991201501
Total Pages : 116 pages
Book Rating : 4.2/5 (15 download)

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Book Synopsis 101 Ways to Lose a Great Employee by : Barbara Otis

Download or read book 101 Ways to Lose a Great Employee written by Barbara Otis and published by . This book was released on 2013-11 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: A guide on employer and employee relations. Includubg 101 helpful tips on retaining good employees from a human resources perspective.

The Employee Experience

Author : Tracy Maylett
Publisher : John Wiley & Sons
ISBN 13 : 1119294207
Total Pages : 184 pages
Book Rating : 4.1/5 (192 download)

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Book Synopsis The Employee Experience by : Tracy Maylett

Download or read book The Employee Experience written by Tracy Maylett and published by John Wiley & Sons. This book was released on 2017-01-10 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ever notice how companies with the best service also have the happiest employees? That’s no accident. Do you want to build a strong, successful organization? Start by ignoring your customers. Really. Instead, focus first on creating a better employee experience, or EX. Your employees interact with customers, make them smile, and carry your brand message from the warehouse to the front lines. If your employees are having a great experience, so will your customers. In The Employee Experience, employee engagement pioneers Tracy Maylett and Matthew Wride reveal the secrets not only to attracting and retaining top talent, but to building a deeply engaged workforce—the foundation of organizational success. With deep insights into the dynamics of trust and mutual expectations, this book shows that before you can deliver a transcendent customer experience (CX), you must first build a superlative EX. With real-world examples and more than 24 million employee survey responses, Maylett and Wride reveal a clear, consistent pattern among the world’s most successful organizations. By establishing a clear set of expectations and promises—collectively known as the Contract—and upholding it consistently, employers can build the trust that leads to powerful engagement. Whether in business, healthcare, education, sports, or nonprofit, these organizations are consistently more successful and more profitable, enjoy sustainable growth, and win the battle to keep today’s rarest resource: talented people. Blending rigorous research, detailed case studies, in-depth interviews and expert insights, The Employee Experience will teach you to: Make the employee experience a core part of your strategy Understand employee expectations and bridge the “Expectation Gap” Establish rock-solid Brand, Transactional, and Psychological Contracts that breed trust and confidence Build an employee-employer partnership in creating something extraordinary Turn employee engagement into fuel for customer satisfaction, profit, and growth Attracting talent, retaining top performers, and creating an environment in which employees choose to engage drives results. The Employee Experience shows you where truly extraordinary organizations begin...and how to build one. TRACY MAYLETT, Ed.D, SPHR, SHRM-SCP, is the CEO of DecisionWise, where he currently advises leaders across the globe in leadership, change, and employee engagement. Maylett holds a doctorate from Pepperdine University and an MBA from BYU. He is a recognized author, and teaches in the Marriott School of Management at Brigham Young University. MATTHEW WRIDE, JD, PHR, is the COO of DecisionWise. With an extensive business background, Wride brings a fresh approach to organization development and leadership consulting. He is passionate about helping leaders create winning employee experiences. Wride holds a JD from Willamette University and a master’s degree from the University of Washington. For over two decades, DecisionWise has advised organizations and leaders in more than seventy countries on leadership, assessment, talent, organization development, and the employee experience. Visit us online at www.decision-wise.com.

Let's Pretend This Never Happened

Author : Jenny Lawson
Publisher : Penguin
ISBN 13 : 1101573082
Total Pages : 384 pages
Book Rating : 4.1/5 (15 download)

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Book Synopsis Let's Pretend This Never Happened by : Jenny Lawson

Download or read book Let's Pretend This Never Happened written by Jenny Lawson and published by Penguin. This book was released on 2012-04-17 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: The #1 New York Times bestselling (mostly true) memoir from the hilarious author of Furiously Happy. “Gaspingly funny and wonderfully inappropriate.”—O, The Oprah Magazine When Jenny Lawson was little, all she ever wanted was to fit in. That dream was cut short by her fantastically unbalanced father and a morbidly eccentric childhood. It did, however, open up an opportunity for Lawson to find the humor in the strange shame-spiral that is her life, and we are all the better for it. In the irreverent Let’s Pretend This Never Happened, Lawson’s long-suffering husband and sweet daughter help her uncover the surprising discovery that the most terribly human moments—the ones we want to pretend never happened—are the very same moments that make us the people we are today. For every intellectual misfit who thought they were the only ones to think the things that Lawson dares to say out loud, this is a poignant and hysterical look at the dark, disturbing, yet wonderful moments of our lives. Readers Guide Inside

Never Lost Again

Author : Bill Kilday
Publisher : HarperCollins
ISBN 13 : 006267305X
Total Pages : 285 pages
Book Rating : 4.0/5 (626 download)

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Book Synopsis Never Lost Again by : Bill Kilday

Download or read book Never Lost Again written by Bill Kilday and published by HarperCollins. This book was released on 2018-05-29 with total page 285 pages. Available in PDF, EPUB and Kindle. Book excerpt: As enlightening as The Facebook Effect, Elon Musk, and Chaos Monkeys—the compelling, behind-the-scenes story of the creation of one of the most essential applications ever devised, and the rag-tag team that built it and changed how we navigate the world Never Lost Again chronicles the evolution of mapping technology—the "overnight success twenty years in the making." Bill Kilday takes us behind the scenes of the tech’s development, and introduces to the team that gave us not only Google Maps but Google Earth, and most recently, Pokémon GO. He takes us back to the beginning to Keyhole—a cash-strapped startup mapping company started by a small-town Texas boy named John Hanke, that nearly folded when the tech bubble burst. While a contract with the CIA kept them afloat, the company’s big break came with the first invasion of Iraq; CNN used their technology to cover the war and made it famous. Then Google came on the scene, buying the company and relaunching the software as Google Maps and Google Earth. Eventually, Hanke’s original company was spun back out of Google, and is now responsible for Pokémon GO and the upcoming Harry Potter: Wizards Unite. Kilday, the marketing director for Keyhole and Google Maps, was there from the earliest days, and offers a personal look behind the scenes at the tech and the minds developing it. But this book isn’t only a look back at the past; it is also a glimpse of what’s to come. Kilday reveals how emerging map-based technologies including virtual reality and driverless cars are going to upend our lives once again. Never Lost Again shows us how our worldview changed dramatically as a result of vision, imagination, and implementation. It’s a crazy story. And it all started with a really good map.

Never Be Late Again

Author : Diana Delonzor
Publisher :
ISBN 13 : 9788189107703
Total Pages : 177 pages
Book Rating : 4.1/5 (77 download)

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Book Synopsis Never Be Late Again by : Diana Delonzor

Download or read book Never Be Late Again written by Diana Delonzor and published by . This book was released on 2009-08-01 with total page 177 pages. Available in PDF, EPUB and Kindle. Book excerpt: Never be late again reveals that chronic lateness can be a surprisingly difficult habit to over comes,and its causes run deeper than just poor time management. In this entertaining and practical book, you will discover

By a Thread

Author : Lucy Score
Publisher : Hodder Paperbacks
ISBN 13 : 9781399726887
Total Pages : 0 pages
Book Rating : 4.7/5 (268 download)

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Book Synopsis By a Thread by : Lucy Score

Download or read book By a Thread written by Lucy Score and published by Hodder Paperbacks. This book was released on 2023-07-13 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: From Sunday Times and #1 New York Times bestselling author of Things We Never Got Over Dominic: I got her fired. Okay, so I'd had a bad day, but there's nothing innocent about Ally Morales. Maybe her colourful, annoying, inexplicably alluring personality brightens up the magazine's offices that have felt like a prison for the past year. Maybe I like that she argues with me in front of the editorial staff. And maybe my after-hours fantasies are haunted by her brown eyes and sharp tongue. She's working herself to death at half a dozen dead-end jobs for some secret reason. And I'm going to fix it all. Don't accuse me of caring. She's nothing more than a puzzle to be solved. If I can get her to quit, I can finally peel away all those layers. Then I can go back to salvaging the family name and forget all about the dancing, beer-slinging brunette. Ally: Ha. Hold my beer, Grumpy Grump Face.

Right Away & All at Once

Author : Greg Brenneman
Publisher : Rosetta Books
ISBN 13 : 0795346530
Total Pages : 312 pages
Book Rating : 4.7/5 (953 download)

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Book Synopsis Right Away & All at Once by : Greg Brenneman

Download or read book Right Away & All at Once written by Greg Brenneman and published by Rosetta Books. This book was released on 2016-02-09 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: An expert in business turnaround shares his inspiring approach to problem-solving: “A fascinating read” (Mitt Romney). Visionary leader Greg Brenneman believes that true business success and personal fulfillment are two sides of the same coin. The techniques that will grow your business will also help you achieve a rich, purposeful, and integrated life. Here, Brenneman takes what he’s learned from turning around or tuning up many businesses—including Continental Airlines and Burger King—and distills it into a simple, clear, five-step roadmap that anyone can follow. He teaches you how to: *prepare a succinct Go Forward plan *build a fortress balance sheet *grow your sales and profits *choose all-star servant leaders *empower your team For more than thirty years, Brenneman has seen these steps foster dramatic results in a variety of business environments. But he also came to realize that he could apply these same principles to improve his life and build a lasting moral legacy. He found he could make better decisions by carefully taking the most important facets of his life—faith, family, friendship, fitness, and finance—into consideration. Brenneman’s inspiring examples, from both his business and his life, demonstrate the astounding effects these steps can have when you apply them—right away and all at once.

Road to Flourishing

Author : Al Lopus
Publisher : InterVarsity Press
ISBN 13 : 1514002477
Total Pages : 193 pages
Book Rating : 4.5/5 (14 download)

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Book Synopsis Road to Flourishing by : Al Lopus

Download or read book Road to Flourishing written by Al Lopus and published by InterVarsity Press. This book was released on 2022-04-19 with total page 193 pages. Available in PDF, EPUB and Kindle. Book excerpt: What makes for a flourishing workplace? With compelling case studies from the Best Christian Workplaces Institute along with enlightening personal anecdotes, Al Lopus demonstrates how companies and ministries can accomplish work that matters by building fantastic teams, cultivating life-giving work, attracting and retaining outstanding talent, and much more.

Thanks for Coming in Today

Author : Charles Ryan Minton
Publisher : Lioncrest Publishing
ISBN 13 : 9781544512082
Total Pages : 156 pages
Book Rating : 4.5/5 (12 download)

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Book Synopsis Thanks for Coming in Today by : Charles Ryan Minton

Download or read book Thanks for Coming in Today written by Charles Ryan Minton and published by Lioncrest Publishing. This book was released on 2018-10-30 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: By providing your customers and guests with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition. But what most managers forget is that great customer service starts with happy employees. To take your organization to the next level, you need to work from the inside out. In Thanks for Coming In Today, Charles Ryan Minton, president of CRM Hospitality and Consulting, shows you how to build and retain an all-star customer service team by establishing an environment in which employees can thrive. He explains how to empower your staff so that they can turn complaints into kudos, identify potential problems before they occur, and make even the minutest detail of a patron's experience memorable. With this book, you'll find immediate, low-cost solutions to transform your workplace culture into a customer-centric enterprise. Your employees and customers will be pleased--and so will you.

Option B

Author : Sheryl Sandberg
Publisher : Knopf
ISBN 13 : 1524732699
Total Pages : 241 pages
Book Rating : 4.5/5 (247 download)

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Book Synopsis Option B by : Sheryl Sandberg

Download or read book Option B written by Sheryl Sandberg and published by Knopf. This book was released on 2017-04-24 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: #1 NEW YORK TIMES BEST SELLER • From authors of Lean In and Originals: a powerful, inspiring, and practical book about building resilience and moving forward after life’s inevitable setbacks After the sudden death of her husband, Sheryl Sandberg felt certain that she and her children would never feel pure joy again. “I was in ‘the void,’” she writes, “a vast emptiness that fills your heart and lungs and restricts your ability to think or even breathe.” Her friend Adam Grant, a psychologist at Wharton, told her there are concrete steps people can take to recover and rebound from life-shattering experiences. We are not born with a fixed amount of resilience. It is a muscle that everyone can build. Option B combines Sheryl’s personal insights with Adam’s eye-opening research on finding strength in the face of adversity. Beginning with the gut-wrenching moment when she finds her husband, Dave Goldberg, collapsed on a gym floor, Sheryl opens up her heart—and her journal—to describe the acute grief and isolation she felt in the wake of his death. But Option B goes beyond Sheryl’s loss to explore how a broad range of people have overcome hardships including illness, job loss, sexual assault, natural disasters, and the violence of war. Their stories reveal the capacity of the human spirit to persevere . . . and to rediscover joy. Resilience comes from deep within us and from support outside us. Even after the most devastating events, it is possible to grow by finding deeper meaning and gaining greater appreciation in our lives. Option B illuminates how to help others in crisis, develop compassion for ourselves, raise strong children, and create resilient families, communities, and workplaces. Many of these lessons can be applied to everyday struggles, allowing us to brave whatever lies ahead. Two weeks after losing her husband, Sheryl was preparing for a father-child activity. “I want Dave,” she cried. Her friend replied, “Option A is not available,” and then promised to help her make the most of Option B. We all live some form of Option B. This book will help us all make the most of it.