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Lessons from the Mouse
Outlines ten practical principles for increasing the effectiveness of any business organization, based on the author's years at Disney World.
Unleashing Excellence
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate...
Plant Engineer's Reference Book
* Useful to engineers in any industry * Extensive references provided throughout * Comprehensive range of topics covered * Written with practical situations in mind A plant engineer is responsible for a wide range of industrial activities, and may workin any industry. The breadth of knowledge required by such professionals is so wide that previous books addressing plant engineering have either been limited to certain subjects or cursory in their treatment of topics. The Plant Engineer's Reference Bookis the first volume to offer complete coverage of subjects of interest to the plant engineer. This reference work provides a primary source of information for the plant engineer. Subjects includ...
Inside Your Customer's Imagination
“Chip Bell's unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer's ingenuity for creating breakthrough results.” —Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA) Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today's innovation-hungry economy. The challenge is customers often don't know precisely what they want. As Henry Ford is reputed to have said, “If I had asked people what they wanted, they would have said faster horses." To surprise and awe your customers, Chip Bell advises...
Cottongrass Summer
A collection of vibrant essays on climate change, and conservation to inform, stimulate and call every nature lover to action. “I can’t think of a more important book that’s been written about British wildlife in the past 20 years ... Roy Dennis [is] the UK’s pre-eminent conservationist of the past half century .." BBC Countryfile Magazine Through unparalleled expertise as a field naturalist, Roy Dennis is able to write about the natural world in a way that considers both the problems and the progress in ecology and conservation. Beginning with cottongrass, whose snow-white blooms blow gently in the wind across the wetter moors and bogs, this is a year-round trove of insight and knowledge for anyone who cares about the natural world, from birdsong and biodiversity to sphagnum and species reintroduction. Written by one of the UK's most prominent advocates for rewilding, the essays have a clear message: Never give up on trying to conserve and restore wildlife and the wild places you cherish. It's essential to try and to succeed. And remember, it's never "if," but "when," and with climate chaos closing in, the time is now.
Chief Customer Officer
Drawing on her first-hand experience at top companies as diverse as Lands’ End and Microsoft, Jeanne Bliss explains why even great corporations can drift to delivering mediocrity to customers, and she offers a proven solution to break the cycle. Different divisions and departments in corporations can fail to communicate and act as a team—they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships. This book provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience. The author includes diagnostics to determine if a company’s core strengths, metrics, and systems improve or harm customer relationships. With all these tools, leaders can address the organizational challenges they face with an exhaustive review of the Chief Customer Officer role and an evaluation to determine the right solution for their culture and company.
The crooked bullet
Upton Park, East London. Someone has stolen Raj Desai’s lucky charm. His daughter has also gone missing. To the rescue comes Frank Wire, private detective by day and disc-jockey by night. Hot on the trail of a faceless and ubiquitous organization, Frank must also escape from a gang of hoodlums, mysterious assassins, and a bothersome jilted lover from a distant past. His frantic search through the streets of London brings him in contact with its many unimaginable and grimy secrets. When his fiancé is again also kidnapped, Frank Wire knows that he must unravel the mystery of The Crooked Bullet. Translator: Rotimi Ogunjobi PUBLISHER: TEKTIME
Kissed by the Snow
"A POWERFUL AND INTRICATE PLOT" The Irish Herald Book Review "FAST MOVING THRILLER WITH SOME WONDERFULLY SURPRISING PLOT TWISTS" Bookworm "KISSED BY THE SNOW MOVES AT A FLAT OUT GALLOP" Mike Billington Author: Murder in the Rainy Season The cartels murdered his father. For former SEAL Rob Kincaid, the War on Drugs just became personal. As the leader of the Red Squadron Security Agency, Rob is used to working under the radar - taking on government jobs that wouldn't exactly pass congressional oversight. Being thirsty for revenge, he's more than willing to take on Operation Snow Plow, a clandestine FBI plan to eliminate the cartels once and for all. But as Rob digs deeper into the plan, he realizes this isn't a typical government black op. Instead, he uncovers a shocking web of lies and conspiracies that can be traced back to the very core of Operation Snow Plow. As he attempts to unravel that web, he finds himself plunged into a high stakes game of odd man out, where he has been targeted as the odd man.
The Snow Leopard Project
The remarkable story of the heroic effort to save and preserve Afghanistan's wildlife-and a culture that derives immense pride and a sense of national identity from its natural landscape. Postwar Afghanistan is fragile, volatile, and perilous. It is also a place of extraordinary beauty. Evolutionary biologist Alex Dehgan arrived in the country in 2006 to build the Wildlife Conservation Society's Afghanistan Program, and preserve and protect Afghanistan's unique and extraordinary environment, which had been decimated after decades of war. Conservation, it turned out, provided a common bond between Alex's team and the people of Afghanistan. His international team worked unarmed in some of the ...
