Why? It is the competitive edge of new-era business—in any market and any economy.Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

    the integrity of vision coruscating; the whole driven by the author's restless experimentation with form. And at least two stories, "Blood" itself and "Fearless", will certainly end up in anthologies: not Best Scottish Writers, or Best Women Writers, but quite simply, Best." - New Statesman and Society"I remember reading a story by Janice Galloway for the first time; its urgency of voice, that certainty of expression, I wondered why I hadn't heard of her before; then discovered that she was altogether new to writing. It was some debut. She really is a fine writer." - James Kelman"A salutary collection... a marvelous revelation. A writer of passion and virtuosity shines through." - Scotland on Sunday"Genuinely unnerving... she is a fierce, troubling new writer." - Observer"Galloway flecks her hard-edged realism with impressionist grace-notes, a potent mixture that confirms her... as one of Scotland's best young writers." - Sunday Telegraph"There is ample proof in Blood of Galloway's unassailable talent. Marvellously funny and beautifully paced." - Glasgow Herald

    

    With a child’s uncluttered eye, she describes the small details—shopping in the market, men waiting for work at the dock gates, the rituals of washday, and the sights, sounds, and smells of the old East End of London. She also describes the fear—of illness, of unemployment, of the workhouse—that hung over her family and thousands like them, and her determination that her own children would never know the kind of poverty she had experienced.

    But there are unintended consequences, including PTSD. And the psychokinetic abilities grow stronger with practice...

    It’s time to get that upgrade. Karen Arrington—founder of the Miss Black USA Pageant, creator of the Next Level Women’s Summit, and mentor to thousands of confident, successful young black women—is your guide to getting your next level life.Leave a legacy of black excellence: With the seven simple rules, you’ll learn how to bring your career, income, and lifestyle to that next level. Don’t settle for a life of invisibility and mediocrity. Set ambitious goals, reach for bigger opportunities, and know that you are brave enough to get what you deserve.The rules of success in Your Next Level Life will show you how to: Create all the money you need Position yourself like a star Connect with other powerful women Give a gift of confidence: For anyone looking for inspirational gifts for women in their lives, Your Next Level Life is unlike other self-help books for women. It’s a guide to opportunity that recognizes and celebrates the true magic of ambitious black women.Your Next Level Life is where Gay Hendricks’s The Big Leap meets Shonda Rhimes’s Year of Yes. If you liked personal development books like Believe Bigger and Don’t Settle for Safe, you’ll love Your Next Level Life: 7 Rules of Power, Confidence, and Opportunity for Black Women in America.

    It uses a taxonomic approach for the study of pathogens.

    Building on their experience as professional systems analysts and award-winning teachers, authors Dennis, Wixom, and Roth capture the experience of developing and analyzing systems in a way that students can understand and apply.With Systems Analysis and Design, 4th edition , students will leave the course with experience that is a rich foundation for further work as a systems analyst.

    

    A sinister character lurks in an abandoned tunnel just beneath, manipulating Chris as he struggles to walk a fine line between his love for the dark and the macabre and a collapsing marriage.Todd Adams, a manic depressive financial advisor, awakens from a coma along with 53 others, fighting to understand unexplained phantom memories that plague them. As each work to unravel their meaning, they begin to disappear into a labyrinth beneath the hotel at the torment of a bizarre captor. Discovering mutual commonality in an unresolved past, Todd works to lead them out.Will they find the key to freedom?

    This title also teaches you how to use the HTML5 and CSS3 features alongside the earlier standards.

    I laughed out loud in public in response to the quirky plot twists. An Unsafe Pair of Hands by Chris Dolley is a masterful addition to the British mystery genre." -- Barth Siemens Peter Shand is the 'safe pair of hands' - a high-flying police administrator seconded to a quiet rural CID team to gain the operational experience he needs for promotion. On his second day he's thrust into a high-profile murder case. A woman's body is discovered in an old stone circle - with another woman buried alive beneath her. The pressure on Shand is enormous. The media is clamoring for answers, but everything about the case is baffling. Then a local journalist singles out Shand as the reason for the lack of progress, and goads him at a press conference. Shand responds by inventing a lead, and keeps on lying - to the press, his boss, his team - telling himself that he'll solve the case before anyone finds out. And then another murder occurs. And had there been a third? Shand begins to doubt his ability. He's desperate, increasingly unpredictable, pursued by an amorous psychic, and somehow gaining a reputation for arresting livestock. Which will break first? The case, or Shand? Chris Dolley is a New York Times bestselling author. REVIEWS "This mystery is so much fun. The humor is delightful and the plot is complex enough to keep you turning pages to the end... This is by far one of the best summer reads of 2011." -- Jensview "One of the best I've read in years." -- Laura Belgrave "I loved this book." -- Bookworm "This is a very good read. You will want to be sure to have a day off or a quiet weekend ahead of you, because this book is very hard to put down once you get started reading it." -- Kathleen Kempa "I literally struggled to put the book down, only doing so hours after I should have been asleep." -- Aeries

    Not only to swim well enough to breeze through atriathlon swim leg with ease and confidence; but to reach a Nirvana where the swim is your favorite part. If you're not aiming to do a triathlon, but would simply like to swim with ease, efficiency and confidence, the TSME book will turn you into a beautiful freestyler with the freedom to swim in any body of water.

    She hadn’t been registered for a birth certificate. She had no school records because she’d never set foot in a classroom, and no medical records because her father didn’t believe in hospitals.As she grew older, her father became more radical and her brother more violent. At sixteen, Tara knew she had to leave home. In doing so she discovered both the transformative power of education, and the price she had to pay for it. Where the Crawdads Sing: For years, rumors of the "Marsh Girl" have haunted Barkley Cove, a quiet town on the North Carolina coast. So in late 1969, when handsome Chase Andrews is found dead, the locals immediately suspect Kya Clark, the so-called Marsh Girl. But Kya is not what they say. Sensitive and intelligent, she has survived for years alone in the marsh that she calls home, finding friends in the gulls and lessons in the sand. Then the time comes when she yearns to be touched and loved. When two young men from town become intrigued by her wild beauty, Kya opens herself to a new life - until the unthinkable happens.

    Told from his perspective, readers get an insight into the inner workings of Niles' mind, and his first experiences in the Station after-life. Who was he before he died, and who is he now? The answers are waiting for you... 'Niles' is the first of three Station Series novelettes to be released this summer! Coming Soon - 'Mallory' and 'Kerry-Anne'.