Using real-world case studies - from Apple, Netflix, and Walmart to an African hand pump, a New York City park, and the B-17 bomber - the book clearly explains why including the customer is an essential ingredient of success for any team, company, or organization. Coauthors Mark Hurst and Phil Terry, pioneers in the field of customer experience, provide practical tips for a strategic, customer-inclusive approach that generates results.

    It’s also one of the most misunderstood. Fred Joyal, the expert in dental consumer marketing, reveals how every single thing you say and do in your practice communicates a message to your patients. Everything is Marketing takes you step by step through your business, showing how little changes can have a big impact. Want to attract new patients? Convert more calls into appointments? Increase your case acceptance? Marketing can make it happen. The first step is learning to recognize that you have the power to transform your patients’ health, happiness and quality of life, then infusing that belief into everything—including your office, your team, your advertising and your chairside conversations. Drawing from over two decades of industry experience, Fred shares insight on topics like: • Why dentistry’s unique business model is such a huge advantage • How to create an unexpected and unforgettable patient experience • Why patients leave your practice—and how you can keep them for life • Proven ways to boost patient loyalty and word of mouth • Secrets to building a strong (and happy) team that your patients will fall in love with Fred’s approach to marketing is practical, straightforward and easy to put into action today. It’s an unbeatable strategy for capturing the hearts and minds of patients and experiencing explosive practice growth.

    . . And here's what you can do about it on Monday morning with the definitive how-to book from the world's leading authority on innovationWhen it comes to innovation, Curt Carlson and Bill Wilmot of SRI International know what they are talking about--literally. SRI has pioneered innovations that day in and day out are part of the fabric of your life, such as:-The computer mouse and the personal computer interface you use at home and work-The high-definition television in your living room-The unusual numbers at the bottom of your checks that enable your bank to maintain your account balance correctly-The speech-recognition system used by your financial services firm when you call for your account balance or to make a transaction.Each of these innovations--and literally hundreds of others--created new value for customers. And that's the central message of this book. Innovation is not about inventing clever gadgets or just "creativity." It is the successful creation and delivery of a new or improved product or service that provides value for your customer and sustained profit for your organization. The first black-and-white television, for example, was just an interesting, cool invention until David Sarnoff created an innovation--a network--that delivered programming to an audience.The genius of this book is that it provides the "how" of innovation. It makes innovation practical by getting two groups who are often disconnected--the managers who make decisions and the people on the front lines who create the innovations--onto the same page. Instead of smart people grousing about the executive suite not recognizing a good idea if they tripped over it and the folks on the top floor wondering whether the people doing the complaining have an understanding of market realities, Carlson and Wilmot's five disciplines of innovation focus attention where it should be: on the creation of valuable new products and services that meet customer needs.Innovation is not just for the "lone genius in the garage" but for you and everyone in your enterprise. Carlson and Wilmot provide a systematic way to make innovation practical, one intimately tied to the way things get done in your business.Teamwork isn't enough; Creativity isn't enough; A new product idea isn't enoughTrue innovation is about delivering value to customers. Innovation reveals the value-creating processes used by SRI International, the organization behind the computer mouse, robotic surgery, and the domain names .com, .org, and .gov. Curt Carlson and Bill Wilmot show you how to use these practical, tested processes to create great customer value for your organization.

    An accidental brush with this magical feeling changed the course of his life forever. You can read his amazing story in the free preview chapter of this book. For the next 10 years, Dotts spent every waking moment he could trying to understand what happened that faithful day, and how he could get back to that amazing state of being. Along the way, he immersed himself in the teachings of ancient spiritual teachers and modern scientists, and found the single element that is always present in ANY manifestation or physical demonstration. Now more than 10 years later, Dotts writes candidly and with authority: There is a magic feeling which results in instant manifestations, and I can teach you how to find it. This is the way we were made to function and this is the only way we can live our highest potential. Learn as Dotts reveals: * The miraculous story of how the Universe delivered a pile of money to him, during a special time in his life where he COULD NOT have made money any other possible way. The Universe truly knows no physical space and time limitations. * What the Magic Feeling that results in instant manifestations feels like… and how you can access this feeling at will (This does not depend on how spiritual or “worthy” someone is) * How the Magic Feeling relates to the latest scientific developments about brainwave frequencies, and the brainwaves of high priests, shamans and spiritual healers (Dotts knows this because he has personally tried these spiritual healing techniques and compared it to his Magic Feeling.) * A completely new, never-before-seen explanation, about why visualization (or feeling AS IF as taught in “The Secret” and by many new-age authors) does not work for most people * How to make your visualizations so effective and attractive, you may have to change what you’re asking for! The missing secret is NOT to feel “as if” your desires have already materialized as commonly taught! Instead, you need to ____ while doing so. * The hidden meaning behind Rumi’s mystical poem, the Breezes at Dawn, written 7 centuries ago and how it relates to modern day manifestations Updated 2nd edition includes new chapter at the end. Readers of the bestselling first edition can skip directly to the last chapter.

    In the process of ensuring that his family’s saga would be published as the authentic, true account it was, Villaseñor forged a sacred bond with his father and his indigenous ancestors, who were guiding him from the Other Side. The book eventually became a national bestseller and an enduring favorite of millions of readers. Yet the story doesn’t end there. Villaseñor’s connection with the Spirit World continued to deepen, awakening him to the ongoing miracles inherent in everyday living. He discovered that his life had suddenly taken on a magical quality, with events occurring that transcended the boundaries of what is normally considered “reality.” A series of mystical encounters with Spirit convinced Villaseñor that not only is there no firm line between life and death—but that the time has come in our collective “human-story” to usher in a new era of abundance, peace, and harmony on our beloved Mother Earth and among all of humanity!     Similar to Carlos Castaneda’s body of work, this exciting, raw, and honest book courageously delves into altered states of consciousness that exist alongside ordinary reality . . . ultimately revealing the Spiritual Wisdom that is available to each and every one of us.   Beyond Rain of Gold will truly transform the way you see the world— on both a personal and planetary level!

    At 14, he was sent to the Luther Burbank School for Boys for possessing firearms and running away. There, Floyd found himself trapped by a system that sought to destroy his dignity rather than restore his character. From this point forward, Floyd would strive to become the most hardened, disciplined, professional bank robber ever. On one of the rare occasions he wasn't incarcerated, Floyd met Nancy, a golden-haired goddess, the love of his life. Given the choice between loving her and being the greatest bank robber in America, he chose Nancy without hesitation. But before he went straight, he just needed to pull off one last job ... Floyd Forsberg spent his time behind bars planning the biggest bank heist in history and longing for the simple love of his soul mate. When he robbed the First National Bank of Nevada in 197 4, he achieved his first goal. But with a million dollars of the bank's money in his hands and the FBI constantly on his tail, he would have to escape The Toughest Prison of All to achieve peace. “For years I’ve known Floyd Forsberg as a reliable source whose every news tip panned out. Now Forsberg has written the best personal indictment of America’s horrific prison system that I’ve read since Ted Conover’s 2000 classic, “Newjack: Guarding Sing Sing.” Forsberg’s plainspoken prose tells a soul-searching tale of survival and transformation that will touch readers from all walks of life. The angry young man determined to be the country’s best bank robber has emerged as the sage author of a life story that reads like a thriller and traces his daring escape from The Toughest Prison of All.” —Richard Read, two-time Pulitzer Prize winner, The Oregonian/Oregonlive “After 35 years in law enforcement, I have worked with many professional cops and encountered many professional thieves. Floyd Forsberg was one of the best career thieves around and created thousands of headaches for my peers. The Toughest Prison Of All is a great read with a twist ending that doesn’t happen very often. The insider view of crime taught me things that I had never considered. I’m already looking forward to his next book.” —Tom Allman, Sheriff-Coroner of Mendocino County (California) and co-author of Out There In The Woods “As a recently retired police sergeant, having served nearly 29 years, I can relate to Frosty’s desire to escape prison. Transporting many prisoners to jail, I was always well aware when the gates allowing our vehicle to enter would slam shut, the steel bars to the doors clanging hard and loud as they closed, locking us in with the prisoners and the sign on one prison wall saying, this is not a country club. I, too, couldn’t wait to leave. Forsberg will take you from the edge of your couch to a small prison cell to a life on the run and keeping you guessing every step of the way.” —Angelo LaManna “When I started reading this book two things became clear: Floyd Forsberg is a very likable guy; and after hearing about his childhood, it was clear he didn’t stand a chance to have a normal or easy life. Throughout the entire book I found myself rooting for Floyd to succeed or just to get out of his own way. The part I had the most trouble with was the behavior of the FBI. I think some of us have a hard enough time walking a straight line without people that are supposed to enforce our laws and set the example for the rest of society behaving in questionable and sometimes utterly illegal ways.

    was a young MBA rising quickly through the finance ranks at the nation’s second largest telecom company. With a beautiful wife, two kids and a promising career, he epitomized the American dream. Pavlo’s life took a dark turn when he became a willing participant in the company’s efforts to hide from investors and potential acquirers a mountain of bad debt run up by mobsters and other unsavory customers. Encouraged by higher-ups, Pavlo became accomplished at accounting gimmickry. Then the jaded young executive consorted with a colorful scam artist and others to use some of the same ploys he’d devised for his employer to enrich himself at its expense. A ruse born of disillusionment and greed turned into a nightmare for Pavlo after he was caught and forced to choose--rat on his buddies or spend decades rotting in prison. His crimes ultimately cost Pavlo his freedom, family, reputation and self-respect. Only later did he recognize that his original sins were part and parcel of the corruption that led to an historic collapse for his company, his industry and of public confidence in corporate America. With humor and raw honesty, Pavlo and award-winning Forbes senior editor Neil Weinberg use this compelling personal story to portray in intimate detail the pressures millions of white-collar workers face every day.

    It is time to emerge from your coma, embrace renewed vitality, and approach life By Design! In this dynamic hands-on guide, world-class success coach and motivational leader Tom Ferry reveals the secrets to achievement at work and at home, and how to create a greater balance between the two. This book will help you conquer the four addictions that are holding you back from living up to your greatest potential: addiction to the opinions of others, addiction to drama, addiction to the past, and addiction to worry. By becoming aware of these addictions, you will be better equipped to respond to uncertain times and to the challenges that crop up in your daily life. Tom Ferry's unique six-step approach to living By Design will help you emerge from complacency into action and accomplishment. Step 1: Explore the Core Seven life assessments--your career, your intimate relationships, your finances, your physical body, your spirituality, your attitude about the world, and your intellectual self--and pinpoint the areas in which you want to improve. Step 2: Make the conscious, deliberate choice to change your life and find fulfillment, no matter the obstacles. Step 3: Create your Life! By Design by declaring what you want for yourself, defining your goals, and devising a concrete plan to make it happen. Step 4: Identify the actions you can take to ensure that you thrive in all areas of your life. Step 5: Visualize your life as you want it to be. This simple but profound exercise is a proven technique that will lock in your vision and will lead you toward achieving your goals. Step 6: Create accountability and structure to break old habits and gain the discipline required to live life to your fullest potential. It's time to draw the line between the past and the present as you face your fears, and go for everything you really want. This is Life! By Design."" And the results will astound you!

    This is the wartime memories of a Marine Corpsman who served in Company B, of the 6th Battalion of the 4th Regiment. He saw 100 days of continuous combat during the Battle of Okinawa, including the Battle for Sugar Loaf, and was part of the landing force that was headed to Japan when the atomic bomb dropped. These were recorded after 60 years of reflection, and are presented to honor all veterans.

    is one of the most successful—and influential—companies of our time, the transformational innovator that made computers not just personal but beautiful everyday objects. Technology met design, and our culture was altered forever.And yet very little is known about life inside Apple. The company is pathologically secretive—even with its own designers—about how it comes up with its groundbreaking products: iMac, iPod, iPhone, iPad, and the next “insanely great” thing on the horizon. Here, for the first time, the men and women who worked for and alongside Steve Jobs share their remarkable, nearly forty-year-old story. How Apple survived nearly catastrophic failure early on. How Jobs and his team came to understand and execute design like no one else. And how their philosophy ultimately changed the world.This Fast Company/Byliner Original is unlike any other book about Apple. Author Max Chafkin led a team of “Fast Company” reporters that spent months interviewing more than fifty former Apple execs and insiders, many of whom had never spoken publicly about their work. The result is a compelling and deeply revealing oral history of how design evolved at the most creative enterprise of our time, the company that one entrepreneur says “taught the world taste.”In these interviews, former colleagues describe Jobs at his most brilliant and bombastic—hurling unsatisfactory products across the lab and insulting employees, yet also singling out and celebrating craftsmanship and original work. Without a doubt, Jobs is the single most important figure in the company’s history. But overlooked in Apple’s carefully cultivated mythology are the other ingenious men and women who’ve left an indelible mark on Apple, some of whom think they deserve much more of the credit. At Apple, the stakes were big, and so were the egos.“Design Crazy” takes us behind the mystique and reveals Apple to be a deeply misunderstood company. And the greatest business story of the past two decades is far from over. Two years after the death of Steve Jobs, with many of his former colleagues now at startups like Tesla, Evernote, and Nest Labs, some think the end of Apple’s dominance is only a matter of time. The company has risen to the challenge before, but still the question lingers: Can Apple be Apple without Jobs?ABOUT THE AUTHORMax Chafkin is a contributing writer with “Fast Company.” His work has also been published in “Inc.”, “Vanity Fair,” “The New York Times Magazine,” and “The Best Business Writing 2012.” He lives in Brooklyn.

    They have a loud voice, a wealth of choice and their expectations are higher than ever. This book covers ten principles you can use to make real world improvements to your customers’ experiences, whatever your business does and whoever you are. For managers, leaders and those starting a new business, the book shows that making improvements customers will appreciate doesn’t need to be complicated or cost a fortune.

    TAKE YOUR SHOT is ultimately an answer to the question: “How Can I Grow My Business, Attract More Clients, and Make More Money?” TAKE YOUR SHOT is the story about Russ Hibbert. Russ is a hard worker, dedicated to his wife and children, and building a career as a golf professional. But one day he wakes up and realises his business is going nowhere. A chance meeting with a business coach, David, leads to a dramatic change and an opportunity, for Russ, to design the business that he always wanted. TAKE YOUR SHOT will teach you: To change your perceptions of your own business so that you get out of your own way To set a brave goal, develop a strong desire to overcome obstacles, and the activities required to achieve your goal How to build desirable products, price those products confidently and demonstrate value to prospects How to get the business and life you’ve always dreamed of, increased prosperity, and to have fun! “TAKE YOUR SHOT is a great easy to read book that contains some serious messages for anyone working hard at building a business. I came across a phrase many years ago which can apply to many self-employed individuals 'it's easy to become a busy fool'. Reading this book will stop you falling into that trap as the serious messages are about the importance of belief, aiming high, being brave creating systems and surrounding yourself with the right people. A very uplifting read as the reader follows the journey of the main character as he learns to work smarter and enjoy life again.” Sandra Webber, High-Performance Coach and Author of Own It - Regain Control and Live Life on Your Terms

    Now, the next step is to take action--and that's exactly what One Simple Idea for Startups and Entrepreneurs is all about.Stephen Key, one of the world's leading experts on getting business ideas off the ground, revealed in his groundbreaking book One Simple Idea just how simple it is to make a fortune by selling or "renting" your great ideas.Now, he helps you live the entrepreneurial dream by delivering a proven, straightforward process for starting, growing, and running a business--without the need for an MBA or millions of dollars in funding. As an inventor and successful business owner, Key brings a unique and fully rounded perspective to the subject, teaching you how to:Develop, test, and protect your ideaPlan and launch your businessManufacture, package, market, sell, and distribute your productManage and grow your businessPrepare for and implement your endgameKey draws on his own experience as a billion dollar inventor to offer how-to's and other takeaways you can use to get off the ground and into the black. Case studies, tips, and advice from other successful entrepreneurs underscore key principles to make it easier than ever for you to achieve your business and life dreams.You don't need millions of dollars or a business, engineering, or manufacturing background to develop, produce, and sell your own product idea. All you need is one simple idea--and the passion to make it happen.Praise for One Simple Idea"This book is straight-forward, no-nonsense information for how to start a successful company. Read it!"--Barbara Corcoran, investor/shark on ABC's reality hit Shark Tank"The ideas in this book are key to creating the kind of enterprise that will create hundreds of thousands of jobs in the future. The goal of entrepreneurship is to reduce the risk of failure as detailed in this book."--Nolan Bushnell, inventor of Pong(R) and founder of Atari(R)Kudos!! One Simple Idea for Startups & Entrepreneurs is brilliant !! A must read for those that have the courage to dive into their dreams. This is a true Road Map for those that have the passion to achieve their Freedom. Truly something that I wish would have been there for me 33 years ago.--Russ Hornsby, toy industry veteran, 2010 Toy of the Year award winner in seven different countries, and creator of hit toys ZhuZhu Pets(R), XiaXia Pets(R), DeGeDar(R) and others"I took one of those simple ideas and turned it into a company that now has its products in over 35,000 doors of retail distribution. With One Simple Idea for Startups & Entrepreneurs, Stephen gives us the tools we need to take an idea from your Head to the Store shelf." --Todd Basche, inventor of Word Lock(R), the #1 selling word combination lock"Any inventor or entrepreneur who wants to make money without risking hundreds of thousands in design, manufacturing, warehousing and distribution would be well served to take advantage of the practical wisdom offered up in Stephen's most recent work, One Simple Idea for Startups & Entrepreneurs." --Ron Hazelton, former home improvement editor for ABC's Good Morning America and leading authority in the do-it-yourself home improvement field

    Yet through exploring the correlation between her depressive episodes and the basic elements of female nature, over many years she discovered that what she thought was a mental disorder was actually due to a hormonal imbalance. And the best bit? She learnt what she could do and take to control it.Shocking, vivid, and a must read for women, their partners and healthcare professionals alike, I Blame the Hormones is the uplifting memoir of Caroline’s journey to pull herself through despite all the odds.

    His spacious office looked out onto New York Harbor. “Bust,” said the vice president, a younger, douchier version of Widow’s Peak. He slashed his red ballpoint pen across the sheet and flipped to the next page. “Walk me through the debt paydown and your interest rate assumptions,” continued the VP. “Pretty dovish view. Maybe the Fed knows what they’re doing after all,” said Widow’s Peak. He shot a glance at the VP. They shared a chuckle—at what, I couldn’t tell you. This question about interest rates I knew: Dovish, I thought. Doves fly south for the winter, so dovish is downwards…low interest rates— “We’re running short on time,” said Widow’s Peak. He flipped to the cover page of my presentation. “One final point—all pitch decks should have the same title.” “Since this presentation was geared towards an LBO analysis I was thinking—” “No thinking. All decks—same title—Discussion Materials.” Noted.Discussion Materials gives the reader an honest look at Wall Street from someone in the trenches. After graduating from Columbia Business School, Bill Keenan joined Deutsche Bank’s investment banking division as an associate where despotic superiors (and the blinking red light of his BlackBerry) instilled low-level terror on an hourly basis. You’ll join him in his cubicle on the 44th floor of 60 Wall Street as he scrambles to ensure floating bar charts are the correct shade of orange and all numbers are left-aligned, but whatever you do, don’t ask him what any of it means. Leaning heavily on his fellow junior bankers and the countless outsourcing resources the bank employs, he slowly develops proficiency at the job, eventually gaining traction and respect, one deal at a time, over a two-year span, ultimately cementing his legacy in the group by attaining the unattainable: placing a dinner order on Seamless one Sunday night at work from Hwa Yuan Szechuan amounting to $25.00 (tax and tip included), the bank’s maximum allowance for meals—the perfect order.