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Be Our Guest: Perfecting the Art of Customer Service

by The Disney Institute with Theodore Kinni

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.

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Board Member Orientation: The Concise and Complete Guide to Nonprofit Board Service

by Michael E. Batts

Finally! Board member orientation truly simplified. Serving on a nonprofit board can be an incredibly rewarding experience for the properly prepared board member. This book is for the generous and busy people who agree to give of their time and talents by serving on nonprofit boards.

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Capital Campaigns: Everything You Need to Know (In the Trenches)

by Linda Lysakowski

Capital Campaigns: Everything You NEED to Know is a practical, down-to-earth guide that will take the "pain" out of your capital campaign. Is your organization considering a capital, endowment, or other major fundraising campaign? Do you work for or serve on the board of a nonprofit that is thinking about or ready to launch a capital campaign? Many organizations launch campaigns that disrupt the annual giving program, drain the staff, and fail to reach their goals for a number of reasons:

  • The staff is not prepared to focus energies on the campaign and still maintain ongoing fundraising programs. 
  • The board does not realize that a campaign will require their time, attention, and financial resources if it is to succeed.
  • The executive director is not willing or able to commit sufficient time to the campaign.
  • Donors have not been educated about the community need this campaign will address.
  • The organization has not taken sufficient time to cultivate relationships with major donor prospects.
  • The organization does not have the infrastructure in place to manage a campaign.
  • The organization tries to run a campaign without involving key community volunteers.

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Disciplined Dreaming: A Proven System to Drive Breakthrough Creativity

by Josh Linkner

We live in an era when business cycles are measured in months, not years. The only way to sustain long term innovation and growth is through creativity-at all levels of an organization. Disciplined Dreamingshows you how to create profitable new ideas, empower all your employees to be creative, and sustain your competitive advantage over the long term. Linkner distills his years of experience in business and jazz — as well as hundreds of interviews with CEOs, entrepreneurs, and artists — into a 5-step process that will make creativity easy for you and your organization. Ask, Prepare, Discover, Ignite, and Launch—this process will help you and your team develop your creativity chops. Through illustrative stories, real-world examples, and fun yet practical exercises, Linkner shows leaders and team builders how to become immediately more effective in discovering new routes to profitable solutions.

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Drive: The Surprising Truth About What Motivates Us

by Daniel H. Pink

Most people believe that the best way to motivate is with rewards like money--the carrot-and-stick approach. That's a mistake, says Daniel H. Pink (author of To Sell Is Human: The Surprising Truth About Motivating Others). In this provocative and persuasive new book, he asserts that the secret to high performance and satisfaction-at work, at school, and at home--is the deeply human need to direct our own lives, to learn and create new things, and to do better by ourselves and our world.

Drawing on four decades of scientific research on human motivation, Pink exposes the mismatch between what science knows and what business does--and how that affects every aspect of life. He examines the three elements of true motivation--autonomy, mastery, and purpose-and offers smart and surprising techniques for putting these into action in a unique book that will change how we think and transform how we live.

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For the Love of Cities: The love affair between people and their places

by Peter Kageyama

The mutual love affair between people and their place is one of the most powerful influences in our lives, yet rarely thought of in terms of a relationship. As cities begin thinking of themselves as engaged in a relationship with their citizens, and citizens begin to consider their emotional connections with their places, we open up new possibilities in community, social and economic development by including the most powerful of motivators--the human heart--in our toolkit of city-making. The book explores what makes cities lovable, what motivates ordinary citizens to do extraordinary things for their places and how some cities, such as New Orleans, Detroit, and Cleveland are using that energy to fill in the gaps that "official" city makers have left as resources have disappeared. Meet those amazing people who are truly "in love" with their cities and learn how they are key to the future development of our communities.

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Great by Choice: Uncertainty, Chaos, and Luck--Why Some Thrive Despite Them All

by Jim Collins and Morten T. Hansen

Ten years after the worldwide bestseller Good to Great, Jim Collins returns withanother groundbreaking work, this time to ask: why do some companies thrive inuncertainty, even chaos, and others do not? Based on nine years of research,buttressed by rigorous analysis and infused with engaging stories, Collins andhis colleague Morten Hansen enumerate the principles for building a truly greatenterprise in unpredictable, tumultuous and fast-moving times. This book isclassic Collins: contrarian, data-driven and uplifting.

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How to Market to People Not Like You: "Know It or Blow It" Rules for Reaching Diverse Customers

by Kelly McDonald

Reach new and diverse customer groups and expand your market share 

The standard approach to marketing is to look for as many people as possible who fit one core customer profile. How to Market to People Not Like You challenges this traditional thinking about core customer bases, giving you a new approach to expand your customer base and your business.

Arguing for focusing on customer values rather than demographics, How to Market to People Not Like You reveals how you can grow business and profits by targeting those who are different from your core audience, rather than those who share similarities.

  • Reach unfamiliar new market segments with your products
  • Learn how to engage micro-segmented customer groups
  • Author's company was named one of the top ad agencies in the US by Ad Age

Find out How to Market to People Not Like You, understand the needs and values that distinguish diverse customers, and reach their hearts, minds, and wallets.

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Linchpin: Are You Indispensable?

by Seth Godin

In bestsellers such as Purple Cow and Tribes, Seth Godin taught readers how to make remarkable products and spread powerful ideas. But this book is about you-your choices, your future, and your potential to make a huge difference in whatever field you choose. 

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Make It In America: The Case for Re-inventing the Economy

by Andrew Liveris

I received this book as a gift when I attended an event at which Andrew Liveris, CEO of Dow Chemical and author of this book, was being honored. This is a well-written, pragmatic book that points fingers where they should be pointed – at us.  Specifically, in his speech to a few hundred business leaders and in the book, Liveris advises that we avoid hollow dreams about the good old days of boot straps capitalism.  He reminds us:  “There is no such thing as a free . . . market.”  Government has always been part of our economy.  Given the power of state-directed market economies around the world, Liveris believes that business-government cooperation for economic growth is essential.  Whether you buy this premise or not, you will love his six “pillars” – the foundations of our eventual recovery.  They are what chambers work on every day.  The Amazon review is a great summary, but the book is worth putting on your Kindle because Liveris tells great stories about Dow’s domestic vs. foreign investment decisions.  (40% of their employees are still in the US, even though majority of sales are outside.)

- Recommended by Mick Fleming, CEO of ACCE

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