Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew twenty-two percent. In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage. But how to excel at it? Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem—proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, lawyers, and programmers, as well as the policies, processes, and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.

    By the time we grow up, the idea of ownership seems natural, whether buying a cup of coffee or a house. But who controls the space behind your airplane seat: you reclining or the squished laptop user behind? Why is plagiarism wrong, but it's okay to knock-off a recipe or a dress design? And after a snowstorm, why does a chair in the street hold your parking space in Chicago, but in New York you lose the space and the chair?Mine! explains these puzzles and many more. Surprisingly, there are just six simple stories that everyone uses to claim everything. Owners choose the story that steers us to do what they want. But we can always pick a different story. This is true not just for airplane seats, but also for battles over digital privacy, climate change, and wealth inequality. As Michael Heller and James Salzman show--in the spirited style of Freakonomics, Nudge, and Predictably Irrational--ownership is always up for grabs.With stories that are eye-opening, mind-bending, and sometimes infuriating, Mine! reveals the rules of ownership that secretly control our lives.

    From that modest beginning, container shipping developed into a huge industry that made the boom in global trade possible. "The Box" tells the dramatic story of the container's creation, the decade of struggle before it was widely adopted, and the sweeping economic consequences of the sharp fall in transportation costs that containerization brought about.Published on the fiftieth anniversary of the first container voyage, this is the first comprehensive history of the shipping container. It recounts how the drive and imagination of an iconoclastic entrepreneur, Malcom McLean, turned containerization from an impractical idea into a massive industry that slashed the cost of transporting goods around the world and made the boom in global trade possible.But the container didn't just happen. Its adoption required huge sums of money, both from private investors and from ports that aspired to be on the leading edge of a new technology. It required years of high-stakes bargaining with two of the titans of organized labor, Harry Bridges and Teddy Gleason, as well as delicate negotiations on standards that made it possible for almost any container to travel on any truck or train or ship. Ultimately, it took McLean's success in supplying U.S. forces in Vietnam to persuade the world of the container's potential.Drawing on previously neglected sources, economist Marc Levinson shows how the container transformed economic geography, devastating traditional ports such as New York and London and fueling the growth of previously obscure ones, such as Oakland. By making shipping so cheap that industry could locate factories far from its customers, the container paved the way for Asia to become the world's workshop and brought consumers a previously unimaginable variety of low-cost products from around the globe.

    Soft City is about ease and comfort, where density has a human dimension, adapting to our ever-changing needs, nurturing relationships, and accommodating the pleasures of everyday life. How do we move from the current reality in most cites—separated uses and lengthy commutes in single-occupancy vehicles that drain human, environmental, and community resources—to support a soft city approach?   In Soft City David Sim, partner and creative director at Gehl, shows how this is possible, presenting ideas and graphic examples from around the globe. He draws from his vast design experience to make a case for a dense and diverse built environment at a human scale, which he presents through a series of observations of older and newer places, and a range of simple built phenomena, some traditional and some totally new inventions.   Sim shows that increasing density is not enough. The soft city must consider the organization and layout of the built environment for more fluid movement and comfort, a diversity of building types, and thoughtful design to ensure a sustainable urban environment and society.  Soft City begins with the big ideas of happiness and quality of life, and then shows how they are tied to the way we live. The heart of the book is highly visual and shows the building blocks for neighborhoods: building types and their organization and orientation; how we can get along as we get around a city; and living with the weather. As every citizen deals with the reality of a changing climate, Soft City explores how the built environment can adapt and respond.  Soft City offers inspiration, ideas, and guidance for anyone interested in city building. Sim shows how to make any city more efficient, more livable, and better connected to the environment.

    Heatherwick is known as one of the greatest innovators of our era, and for the first time, this publication provides an inside look at the creation and development of his projects. It answers the one question always asked of Heatherwick's work: How did he do that? The book covers the studio's complete output over more than fifteen years—some 170 projects—including designs large and small: zippered bags that can be expanded to five times their size, a bridge that rolls open and closed, the in-progress one-million-square-foot mall in Hong Kong and glass bridge in London.

    In 1999, "Refactoring" revolutionized design by introducing an effective process for improving code. With the highly anticipated " Refactoring to Patterns ," Joshua Kerievsky has changed our approach to design by forever uniting patterns with the evolutionary process of refactoring.This book introduces the theory and practice of pattern-directed refactorings: sequences of low-level refactorings that allow designers to safely move designs to, towards, or away from pattern implementations. Using code from real-world projects, Kerievsky documents the thinking and steps underlying over two dozen pattern-based design transformations. Along the way he offers insights into pattern differences and how to implement patterns in the simplest possible ways.Coverage includes: A catalog of twenty-seven pattern-directed refactorings, featuring real-world code examples Descriptions of twelve design smells that indicate the need for this book s refactorings General information and new insights about patterns and refactoringDetailed implementation mechanics: how low-level refactorings are combined to implement high-level patterns Multiple ways to implement the same pattern and when to use each Practical ways to get started even if you have little experience with patterns or refactoring"Refactoring to Patterns" reflects three years of refinement and the insights of more than sixty software engineering thought leaders in the global patterns, refactoring, and agile development communities. Whether you re focused on legacy or greenfield development, this book will make you a better software designer by helping you learn how to make important design changes safely and effectively. "

    Joining the professional web designers and programmers are new audiences who need to know a little bit of code at work (update a content management system or e-commerce store) and those who want to make their personal blogs more attractive. Many books teaching HTML and CSS are dry and only written for those who want to become programmers, which is why this book takes an entirely new approach. • Introduces HTML and CSS in a way that makes them accessible to everyone—hobbyists, students, and professionals—and it’s full-color throughout • Utilizes information graphics and lifestyle photography to explain the topics in a simple way that is engaging • Boasts a unique structure that allows you to progress through the chapters from beginning to end or just dip into topics of particular interest at your leisureThis educational book is one that you will enjoy picking up, reading, then referring back to. It will make you wish other technical topics were presented in such a simple, attractive and engaging way!

    There are updates throughout the book as well. These take into account important advances in cognitive psychology and the science of design while confirming and extending the book's basic thesis: that a physical symbol system has the necessary and sufficient means for intelligent action. The chapter "Economic Reality" has also been revised to reflect a change in emphasis in Simon's thinking about the respective roles of organizations and markets in economic systems."People sometimes ask me what they should read to find out about artificial intelligence. Herbert Simon's book The Sciences of the Artificial is always on the list I give them. Every page issues a challenge to conventional thinking, and the layman who digests it well will certainly understand what the field of artificial intelligence hopes to accomplish. I recommend it in the same spirit that I recommend Freud to people who ask about psychoanalysis, or Piaget to those who ask about child psychology: If you want to learn about a subject, start by reading its founding fathers." -- George A. Miller

    Through the worst years of the Great Depression as many as five thousand laborers toiled twenty-four hours a day, seven days a week, to erect the huge structure that would harness the Colorado River and transform the American West.Construction of the giant dam was a triumph of human ingenuity, yet the full story of this monumental endeavor has never been told. Now, in an engrossing, fast-paced narrative, Joseph E. Stevens recounts the gripping saga of Hoover Dam. Drawing on a wealth of material, including manuscript collections, government documents, contemporary newspaper and magazine accounts, and personal interviews and correspondence with men and women who were involved with the construction, he brings the Hoover Dam adventure to life.Described here in dramatic detail are the deadly hazards the work crews faced as they hacked and blasted the dam’s foundation out of solid rock; the bitter political battles and violent labor unrest that threatened to shut the job down; the deprivation and grinding hardship endured by the workers’ families; the dam builders’ gambling, drinking, and whoring sprees in nearby Las Vegas; and the stirring triumphs and searing moments of terror as the massive concrete wedge rose inexorably from the canyon floor.Here, too, is an unforgettable cast of characters: Henry Kaiser, Warren Bechtel, and Harry Morrison, the ambitious, headstrong construction executives who gambled fortune and fame on the Hoover Dam contract; Frank Crowe, the brilliant, obsessed field engineer who relentlessly drove the work force to finish the dam two and a half years ahead of schedule; Sims Ely, the irascible, teetotaling eccentric who ruled Boulder City, the straightlaced company town created for the dam workers by the federal government; and many more men and women whose courage and sacrifice, greed and frailty, made the dam’s construction a great human, as well as technological, adventure.Hoover Dam is a compelling, irresistible account of an extraordinary American epic.

    But what about the elements that make up a picture? Using the tale of Little Red Riding Hood as an example, Molly Bang uses boldly graphic artwork to explain how images -- and their individual components -- work to tell a story that engages the emotions: Why are diagonals dramatic? Why are curves calming? Why does red feel hot and blue feel cold?

    This one's a keeper." --Robert C. Martin "If you want to be an expert in the state of the art in TDD, you need to understand the ideas in this book."--Michael Feathers Test-Driven Development (TDD) is now an established technique for delivering better software faster. TDD is based on a simple idea: Write tests for your code before you write the code itself. However, this simple idea takes skill and judgment to do well. Now there's a practical guide to TDD that takes you beyond the basic concepts. Drawing on a decade of experience building real-world systems, two TDD pioneers show how to let tests guide your development and "grow" software that is coherent, reliable, and maintainable. Steve Freeman and Nat Pryce describe the processes they use, the design principles they strive to achieve, and some of the tools that help them get the job done. Through an extended worked example, you'll learn how TDD works at multiple levels, using tests to drive the features and the object-oriented structure of the code, and using Mock Objects to discover and then describe relationships between objects. Along the way, the book systematically addresses challenges that development teams encounter with TDD--from integrating TDD into your processes to testing your most difficult features. Coverage includes - Implementing TDD effectively: getting started, and maintaining your momentum throughout the project - Creating cleaner, more expressive, more sustainable code - Using tests to stay relentlessly focused on sustaining quality - Understanding how TDD, Mock Objects, and Object-Oriented Design come together in the context of a real software development project - Using Mock Objects to guide object-oriented designs - Succeeding where TDD is difficult: managing complex test data, and testing persistence and concurrency

    Based on John Dewey's lectures on esthetics, delivered as the first William James Lecturer at Harvard in 1932, Art as Experience has grown to be considered internationally as the most distinguished work ever written by an American on the formal structure and characteristic effects of all the arts: architecture, sculpture, painting, music, and literature.

    How did homes built to improve people's lives end up doing the opposite? Is their reputation fair, and if so who is to blame? Lynsey Hanley was born and raised on what was then the largest council estate in Europe, and she has lived for years on an estate in London's East End. Writing with passion, humor, and a sense of history, she recounts the rise of social housing a century ago, its adoption as a fundamental right by leaders of the social welfare state in mid-century, and its decline in the 1960s and 70s. What emerges is a vivid mix of memoir and social history, an engaging and illuminating book about a corner of society that the rest of Britain has left in the dark.

    She Sheds provides the instruction and inspiration.They’ve got their man caves, and it’s time for you to have a space of your own. She Sheds shows you how to create cozy getaways with inspiration from across the country. You will start by defining the goal and purpose of your space. Will you use it for entertaining? Crafting? Alone time?Then, use the gallery of over 100 photos as inspiration for your decor, paint colors, and landscaping. Construction ideas, as well as ideas for upcycling, and other green resources are at your disposal throughout so you may truly personalize your she shed. Explore:She sheds in a variety of styles…rustic, colonial, Victorian, Spanish, modern, and moreShe sheds for a variety of purposes, including crafting and art, gardening, meditation, work, socializing, and simple alone timeStyle tips for decorating and organizing your she shedBuilder’s notes with tips on choosing and working with materialsPhoto-illustrated step-by-step instructions for building a kit shedGet inspired, and get started on your very own tricked-out retreat!

    Lead your team as a software architect, ask the right stakeholders the right questions, explore design options, and help your team implement a system that promotes the right -ilities. Share your design decisions, facilitate collaborative design workshops that are fast, effective, and fun-and develop more awesome software!With dozens of design methods, examples, and practical know-how, Design It! shows you how to become a software architect. Walk through the core concepts every architect must know, discover how to apply them, and learn a variety of skills that will make you a better programmer, leader, and designer. Uncover the big ideas behind software architecture and gain confidence working on projects big and small. Plan, design, implement, and evaluate software architectures and collaborate with your team, stakeholders, and other architects. Identify the right stakeholders and understand their needs, dig for architecturally significant requirements, write amazing quality attribute scenarios, and make confident decisions. Choose technologies based on their architectural impact, facilitate architecture-centric design workshops, and evaluate architectures using lightweight, effective methods. Write lean architecture descriptions people love to read. Run an architecture design studio, implement the architecture you've designed, and grow your team's architectural knowledge. Good design requires good communication. Talk about your software architecture with stakeholders using whiteboards, documents, and code, and apply architecture-focused design methods in your day-to-day practice. Hands-on exercises, real-world scenarios, and practical team-based decision-making tools will get everyone on board and give you the experience you need to become a confident software architect.