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Delight Your Customers
Discover the hidden ways to raise your organizations’ customer service experiences from ordinary to extraordinary. If you want to know how strong your company’s customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others. The latter should be every employee’s highest priority, because when it’s not, your customers are merely the recipients of a transaction, not an experience, and transactions do...
The Revelation Conversation
Discover a breakthrough way to link employees' daily job duties to the organization's purpose, and watch employee engagement, productivity, and customer satisfaction soar! Nearly every organization has a mission, vision, or purpose statement that is displayed on its website or framed and mounted in the executive corridor. But it is largely unknown to employees and seemingly unrelated to their daily jobs. As a result, while employees may possess the knowledge and skills to do their jobs, they are unaware of what bestselling customer service author Steve Curtin calls job purpose: how their specific tasks contribute to the organization's reason for being. They understand what to do and how to d...
Conflicts of Colonialism
Using the life of an African clerk who became a king under French colonial rule, this book illuminates conflicts over colonial policies and the application of competing rules of law.
Power Over Peoples
In this work, Daniel Headrick traces the evolution of Western technologies and sheds light on the environmental and social factors that have brought victory in some cases and unforeseen defeat in others.
Southern Cross
This book provides a history of some of the main institutions of South African private law and in so doing explores the process through which integration of the English common law and the continental civil law came about in that jurisdiction. Here is a book aimed at both European and South African audiences. For European lawyers it provides a stimulating insight into the way the process of harmonization of private law has occurred in South Africa and may occur within the European Union. By analysing the historical evolution of the most important institutions of the law of obligations and the law of property the book demonstrates how the two legal traditions have been accommodated within one ...
The Synthesizer
Electronic music instruments weren't called synthesizers until the 1950s, but their lineage began in 1919 with Russian inventor Lev Sergeyevich Termen's development of the Etherphone, what we now know of as the Theremin. The past century has seen remarkable developments in synthesizers, documented in the first chapter of this book by a historical look at the most important instruments and how they advanced methods of a musician's control, of sound generation, of improved capabilities for live performance, of interfaces that improved the musician's interaction with the instrument, and of groundbreaking ways to compose music. Chapter two covers the basics of acoustics and synthesis, including ...
Reversing Sail
This book examines the global unfolding of the African Diaspora, the migrations and dispersals of people of African, from antiquity to the modern period. Their exploits, challenges, and struggles are discussed over a wide expanse of time in ways that link as well as differentiate past and present circumstances. The experiences of Africans in the Old World, in the Mediterranean and Islamic worlds, is followed by their movement into the New, where their plight in lands claimed by Portuguese, Spanish, Dutch, French and English colonial powers is analyzed from enslavement through the Cold War. While appropriate mention is made of persons of renown, particular attention is paid to the everyday lives of working class people and their cultural efflorescence. The book also attempts to explain contemporary plights and struggles through the lens of history.
Voicing the Voiceless
""Walter Nkwi is one of the first Cameroonian historians to have made an interesting attempt to give the voiceless a voice in national historiography. And, perhaps even more importantly, in doing so he has been able to make an exceptional and excellent contribution to various current debates in African Studies, including the nations of civil society, the politics of belonging, and boundaries".-Piet konings, author, Neoliberal Bandwagonism: Civil Society and the Politics of Belonging in Anglophone Cameroon.
Colonial Chaos in the Southern Red Sea
Shedding light on the historical origins of violence, trafficking, piracy and civil unrest in Somalia, Yemen and Djibouti.
