Introduction -- The idea of Fierce -- Fierce practice #1: From 360-degree anonymous feedback to "365" face-to-face feedback -- Fierce practice #2: From hiring for smarts to hiring for smart+heart -- Fierce practice #3: From holding people accountable to modeling accountability and holding people able -- Fierce practice #4: From employee engagement programs to actually engaging employees -- Fierce practice #5: From customer centricity to customer connectivity -- Fierce practice #6: From legislated optimism to radical transparency -- Conclusion: Crossing the bold line.