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The Zappos Experience: 5 Principles to Inspire, Engage, and WOW
Make every day a WOW day for your customers, your staff—and your bottom line! “In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic.” —Eric Ryan, method cofounder and person against dirty “If you’re looking for an inspirational path for creating a likable, trustworthy, and wow! organization, you’ve hit the mother lode.” —Guy Kawasaki, former chief evangelist of Apple and author of Enchantment: The Art of Changing Hearts, Minds, and Actions “This book provides a roadmap to a successful busi...
Hug Your Haters
Haters are not your problem. . . . Ignoring them is. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more publicly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to “pick their spots” when choosing to answer criticisms. Bestselling author Jay Baer shows...
The Globalization of Class Actions
This groundbreaking volume of The ANNALS provides the first overview of class action laws and related mechanisms around the world. It features 30 "country reports" by leading scholars, describing the adoption, characteristics and consequences to date of class action and non-class group litigation procedures ranging across North and Latin America, Australia, Asia and Europe. In December 2007, Stanford Law School and the Oxford Centre for Socio-Legal Studies organized an international conference that studied the global spread of class actions and group litigation procedures. Scholars, jurists, and practitioners from around the world gathered to discuss and debate the use of group litigation procedures and initiate a research project on the evolution of class actions and aggregate litigation worldwide. This volume of The ANNALS is one result of that conference. Students, scholars and policymakers will find this anthology of reports to be an essential overview, providing a solid understanding of the effects of class actions around the globe.
Class Actions in Europe
Not so long ago, class actions were considered to be a textbook example of American exceptionalism; many of their main features were assumed to be incompatible with the culture of the civil law world. However, the tide is changing; while there are now trends in the USA toward limiting or excluding class actions, notorious cases like Dieselgate are moving more and more European jurisdictions to extend the reach of their judicial collective redress mechanisms. For many new fans of class actions, collective redress has become a Holy Grail of sorts, a miraculous tool that will rejuvenate national systems of civil justice and grant them unprecedented power. Still, while the introduction of variou...
The Girl Who Never Cried
Talia DuPont deals in secrets. Hell, it's practically a requirement in her line of work. And she's not afraid to get her hands dirty to find the answers she seeks. But now Talia has a secret of her own... One she knows will change the course of her life forever. Before Talia can drop this bomb, she's got one last mission to complete first: help her oldest friend track down a man with no face and no name. To make matters worse, she'll have to do it at The Monster Ball, the most exclusive party in the supernatural world. A place where no weapons are allowed and the attire doesn't exactly lend itself to combat. But if anyone can hunt down a stranger with only her wits as a weapon, it's Talia. After all, how hard could it be to hunt down a shadow in the middle of the ocean on an unsinkable ship? Surely, not any harder than holding onto the secret she's been carrying. Either way, by the end of the night, she's determined to be done with both.
Understanding Arthritis and Rheumatism
A guide for the layman to insure a complete understanding of arthritis. Written by top specialists in the field. Full of essential info on where to go and who to see to survive this condition.
Season of Secrets
On a wild and stormy night Molly runs away from her grandparents' house. Her dad has sent her to live there until he Sorts Things Out at home now her mother has passed away. In the howling darkness, Molly sees a desperate figure running for his life from a terrifying midnight hunt. But who is he? Why has he come? And can he heal her heartbreak? A haunting tale of myth, magic and healing after grief.
The Little Book of Mary
Learn more about Mary, mother of Jesus, in this colorfully illustrated collection of stories, miracles, and mysteries. Mary, with her divine grace and motherly spirit, has been a source of comfort and faith through the ages. The Little Book of Mary shares the stories, miracles, and apparitions of Mary, revealing the rich history of this beloved religious icon. Beautifully illustrated with color lithographs from missals and prayer books, this is an elegant tribute to Mary in all her many forms.
