Author: Matthew Dixon Publisher: Penguin ISBN: 0698137582 Category : Business & Economics Languages : en Pages : 258
Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Author: Erik Weihenmayer Publisher: Macmillan ISBN: 125008878X Category : Biography & Autobiography Languages : en Pages : 480
Book Description
Bestselling author Erik Weihenmayer, who Jon Krakauer calls “an inspiration,” tells the epic story of his latest adventures, including solo kayaking The Colorado River.
Author: Lynne Cheney Publisher: Penguin ISBN: 1101980052 Category : History Languages : en Pages : 449
Book Description
“The narrative offers informed, exacting characterizations of the uncertain political alliances, strained interactions and ideological growing pains that elites of the post-revolutionary decades put the country through.”—Andrew Burstein, The Washington Post A vivid account of leadership focusing on the first four Virginia presidents—George Washington, Thomas Jefferson, James Madison, and James Monroe—from the bestselling historian and author of James Madison. From a small expanse of land on the North American continent came four of the nation's first five presidents—a geographic dynasty whose members led a revolution, created a nation, and ultimately changed the world. George Washington, Thomas Jefferson, James Madison, and James Monroe were born, grew to manhood, and made their homes within a sixty-mile circle east of the Blue Ridge Mountains. Friends and rivals, they led in securing independence, hammering out the United States Constitution, and building a working republic. Acting together, they doubled the territory of the United States. From their disputes came American political parties and the weaponizing of newspapers, the media of the day. In this elegantly conceived and insightful new book from bestselling author Lynne Cheney, the four Virginians are not marble icons but vital figures deeply intent on building a nation where citizens could be free. Focusing on the intersecting roles these men played as warriors, intellectuals, and statesmen, Cheney takes us back to an exhilarating time when the Enlightenment opened new vistas for humankind. But even as the Virginians advanced liberty, equality, and human possibility, they held people in slavery and were slaveholders when they died. Lives built on slavery were incompatible with a free and just society; their actions contradicted the very ideals they espoused. They managed nonetheless to pass down those ideals, and they became powerful weapons for ending slavery. They inspired Abraham Lincoln and Frederick Douglass and today undergird the freest nation on earth. Taking full measure of strengths and failures in the personal as well as the political lives of the men at the center of this book, Cheney offers a concise and original exploration of how the United States came to be.
Author: David Kreizman Publisher: Imprint ISBN: 1250179866 Category : Young Adult Fiction Languages : en Pages : 336
Book Description
When a horrible tragedy unites five very different high school seniors, they discover the worst moment of your life can help determine who you really are in the powerful YA novel, The Year They Fell. Josie, Jack, Archie, Harrison, and Dayana were inseparable as preschoolers. But that was before high school, before parties and football and getting into the right college. Now, as senior year approaches, they're basically strangers to each other. Until they’re pulled back together when their parents die in a plane crash. These former friends are suddenly on their own. And they’re the only people who can really understand how that feels. To survive, the group must face the issues that drove them apart, reveal secrets they’ve kept since childhood, and discover who they’re meant to be. And in the face of public scrutiny, they’ll confront mysteries their parents left behind—betrayals that threaten to break the friendships apart again. A new family is forged in this heartbreaking, funny, and surprising book from award-winning storyteller David Kreizman. It's a deeply felt, complex journey into adulthood, exploring issues of grief, sexual assault, racism, and trauma. An Imprint Book “Teen drama abounds in this story about loss and love.” —Kirkus Reviews “Readers will find the characters relatable as they navigate the challenging time from senior year into adulthood following tragedy.” —School Library Journal
Author: John C. Maxwell Publisher: Center Street ISBN: 1455555339 Category : Business & Economics Languages : en Pages : 240
Book Description
#1 New York Times bestselling author John C. Maxwell believes that any setback, whether professional or personal, can be turned into a step forward when you possess the right tools to turn a loss into a gain. Drawing on nearly fifty years of leadership experience, Dr. Maxwell provides a roadmap for winning by examining the eleven elements that constitute the DNA of learners who succeed in the face of problems, failure, and losses. 1. Humility - The Spirit of Learning 2. Reality - The Foundation of Learning 3. Responsibility - The First Step of Learning 4. Improvement - The Focus of Learning 5. Hope - The Motivation of Learning 6. Teachability - The Pathway of Learning 7. Adversity - The Catalyst of Learning 8. Problems - The Opportunities of Learning9. Bad Experiences - The Perspective for Learning10. Change - The Price of Learning 11. Maturity - The Value of Learning Learning is not easy during down times, it takes discipline to do the right thing when something goes wrong. As John Maxwell often points out--experience isn't the best teacher; evaluated experience is.
Author: Tyler Knott Gregson Publisher: Penguin ISBN: 1524790796 Category : Juvenile Fiction Languages : en Pages : 37
Book Description
East meets North in North Pole Ninjas, a yuletide call-to-arms to save the spirit of Christmas. You may not know that Santa has a team of special elves, selected for their ability to perform top-secret missions that are all about helping, giving, caring, and listening. Anyone who receives this book is called upon to help carry out those missions with a bit of stealth and an open heart. The gorgeously illustrated picture book retells the legend of the North Pole Ninjas for new recruits. Complete with 50 secret tasks for new recruits this holiday season, this is the perfect antidote to worrying about whether you've been naughty or nice.
Author: Chris Adrian Publisher: Farrar, Straus and Giroux ISBN: 1429961007 Category : Fiction Languages : en Pages : 306
Book Description
Acclaimed as a "gifted, courageous writer"(The New York Times), Chris Adrian brings all his extraordinary talents to bear in The Great Night—a brilliant and mesmerizing retelling of Shakespeare's "A Midsummer Night's Dream." On Midsummer Eve 2008, three people, each on the run from a failed relationship, become trapped in San Francisco's Buena Vista Park, the secret home of Titania, Oberon, and their court. On this night, something awful is happening in the faerie kingdom: in a fit of sadness over the end of her marriage, which broke up in the wake of the death of her adopted son, Titania has set loose an ancient menace, and the chaos that ensues will threaten the lives of immortals and mortals alike. Selected by The New Yorker as one the best young writers in America, Adrian has created a singularly playful, heartbreaking, and humorous novel—a story that charts the borders between reality and dreams, love and magic, and mortality and immortality.
Author: Natasha Preston Publisher: Sourcebooks, Inc. ISBN: 1492600997 Category : Juvenile Fiction Languages : en Pages : 374
Book Description
"Lily?" My stomach dropped as a tall, dark-haired man stepped into view. Had he been hiding between the trees? "No. Sorry." Gulping, I took a step back. "I'm not Lily." He shook his head, a satisfied grin on his face. "No. You are Lily." "I'm Summer. You have the wrong person." You utter freak! I could hear my pulse crashing in my ears. How stupid to give him my real name. He continued to stare at me, smiling. It made me feel sick. "You are Lily," he repeated. Before I could blink, he threw his arms forward and grabbed me. I tried to shout, but he clasped his hand over my mouth, muffling my screams. My heart raced. I'm going to die. For months Summer is trapped in a cellar with the man who took her—and three other girls: Rose, Poppy, and Violet. His perfect, pure flowers. His family. But flowers can't survive long cut off from the sun, and time is running out...
Author: Robin A. Parry Publisher: Wipf and Stock Publishers ISBN: 1630876224 Category : Religion Languages : en Pages : 238
Book Description
Welcome to the weird and wonderful world of the Bible. When we read Scripture we often imagine that the world inhabited by the Bible's characters was much the same as our own. We would be wrong. The biblical world is an ancient world with a flat earth that stands at the center of the cosmos, and with a vast ocean in the sky, chaos dragons, mystical mountains, demonic deserts, an underground zone for the dead, stars that are sentient beings, and, if you travel upwards and through the doors in the solid dome of the sky, God's heaven--the heart of the universe. This book takes readers on a guided tour of the biblical cosmos with the goal of opening up the Bible in its ancient world. It then goes further and seeks to show how this very ancient biblical way of seeing the world is still revelatory and can speak God's word afresh into our own modern worlds.
Author: Jack Canfield Publisher: Simon and Schuster ISBN: 1453275312 Category : Self-Help Languages : en Pages : 243
Book Description
Chicken Soup for the African American Woman's Soul is a rich collection of stories that truly celebrate the mountaintops and share the valleys of the African American woman's experience; highlighting her moments of strength, as well as her struggles.
Author: Matthew Dixon
Author: Erik Weihenmayer
Author: Lynne Cheney
Author: David Kreizman
Author: John C. Maxwell
Author: Tyler Knott Gregson
Author: Chris Adrian
Author: Natasha Preston
Author: Robin A. Parry
Author: Jack Canfield