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.

    If you're ready to join them, this is your handbook that will take the ideas in your head and the dream in your heart and turn them into action. * Help you create a step-by-step, customized plan to start and grow your business * Show you how to manage your time so you can have a business-and life-that you love * Explain overwhelming business stuff like pricing, taxes, and budgeting in simple terms *Teach you how to use marketing to reach the right people in the right way

    Fully updated and revised to deal with recent changes to the GMAT, they were designed with a content-based approach.The Critical Reasoning Guide demystifies critical reasoning by teaching a clear, consistent, and effective approach to understanding an argument’s logic and choosing the best answer to the given question. Unlike other guides that attempt to convey everything in a single tome, the Critical Reasoning Strategy Guide is designed to provide deep, focused coverage of one specialized area tested on the GMAT. As a result, students benefit from thorough and comprehensive subject material, clear explanations of fundamental principles, and step-by-step instructions of important techniques. In-action practice problems and detailed answer explanations challenge the student, while topical sets of Official Guide problems provide the opportunity for further growth. Used by itself or with other Manhattan GMAT Strategy Guides, the Critical Reasoning Guide will help students develop all the knowledge, skills, and strategic thinking necessary for success on the GMAT. Purchase of this book includes one year of access to Manhattan GMAT’s online computer-adaptive practice exams and Critical Reasoning Question Bank. All of Manhattan Prep’s GMAT Strategy Guides are aligned with both the 2015 Edition and 13th Edition GMAC Official Guide.

    The authors acknowledge both the structural and sociological issues that contribute to low-performing schools and offer multiple tools and strategies to assess and improve classroom management, increase literacy, establish academic vocabulary, and contribute to a healthier school culture.

    Grounded in the latest knowledge and filled with illustrative examples from diverse institutions, as well as helpful reflection questions, the book's guidance can be put to immediate use. In addition, the authors suggest ways of avoiding common pitfalls and address what to do when faced with budget fluctuations and changing fiscal environments."This book is vitally important for understanding the complex financial underpinnings of higher education. Could there be a more critical time for administrators to add to their knowledge in this area? I don't think so." --EUGENE S. SUNSHINE, senior vice president for business and finance, Northwestern University"The authors have produced an easily readable and valuable resource for board members, administrators, students, faculty, or anyone interested in knowing about budgeting and the budgeting process. Their treatment of the subject is thorough and complete." --LARRY H. DIETZ, vice chancellor for student affairs, Southern Illinois University, Carbondale"This is the best 'nitty-gritty-how-to' book on university budgeting that I have found. My graduate students at both the master's and doctoral levels have found it to be a comprehensive, insightful, and useful tool in their graduate studies." --LINDA KUK, program chair, Higher Education Graduate Programs, and associate professor of education, Colorado State University

    Do It Now! Why hasn't all that data delivered a whopping competitive advantage? Because you've barely begun to use it, that's why! Good news: neither have your competitors. It's hard! But digital marketing analytics is 100% doable, it offers colossal opportunities, and all of the data is accessible to you. Chuck Hemann and Ken Burbary will help you chop the problem down to size, solve every piece of the puzzle, and integrate a virtually frictionless system for moving from data to decision, action to results! Scope it out, pick your tools, learn to listen, get the metrics right, and then distill your digital data for maximum value for everything from R&D to CRM to social media marketing! - Prioritize--because you can't measure, listen to, and analyze everything - Use analysis to craft experiences that profoundly reflect each customer's needs, expectations, and behaviors - Measure real social media ROI: sales, leads, and customer satisfaction - Track the performance of all paid, earned, and owned social media channels - Leverage "listening data" way beyond PR and marketing: for strategic planning, product development, and HR - Start optimizing web and social content in real time - Implement advanced tools, processes, and algorithms for accurately measuring influence - Integrate paid and social data to drive more value from both - Make the most of surveys, focus groups, and offline research synergies - Focus new marketing and social media investments where they'll deliver the most value Foreword by Scott Monty Global Head of Social Media, Ford Motor Company

    Marshall proposes a broader framework for supervision and evaluation that enlists teachers in improving the performance of all students. Emphasizing trust-building and teamwork, Marshall's innovative, four-part framework shifts the focus from periodically evaluating teaching to continuously analyzing learning. This book offers school principals a guide for implementing Marshall's framework and shows how to make frequent, informal classroom visits followed by candid feedback to each teacher; work with teacher teams to plan thoughtful curriculum units rather than focusing on individual lessons; get teachers as teams involved in low-stakes analysis of interim assessment results to fine-tune their teaching and help struggling students; and use compact rubrics for summative teacher evaluation.This vital resource also includes extensive tools and advice for managing time as well as ideas for using supervision and evaluation practices to foster teacher professional development.

    Finding productive ways to work across the generation gap is essential, and the organizations that do this well will have significant strategic advantages over those that don’t.What’s in it For We?: Closing the Gap Between Millennials and Management addresses a very real concern of large and small businesses nationwide: how to motivate, collaborate with, and manage the millennial generation, who now make up almost 50% of the American workforce. The key is to change Boomer attitudes from disbelief and derision to acceptance and respect without giving up work standards. Using real world examples, author Lee Caraher gives leaders data-driven steps to take to co-create a productive workplace for today and tomorrow.

     Cris Tovani Twenty-five years after Donald Graves popularized workshop teaching, the concept is widely implemented but not always deeply understood. That Workshop Book changes all that. It shows a new generation of teachers how the systems, structures, routines, and rituals that support successful workshops combine with thinking, planning, and conferring to drive students growth, inform assessment and instruction, and increase teachers professional satisfaction. And it shows those already using the workshop how to increase its instructional power by seeing its big ideas and its component parts in fresh, dynamic ways. In That Workshop Book, Samantha Bennett, a veteran instructional coach, takes you on a tour of six classrooms from first grade through eighth grade to see the techniques and thought processes master teachers use to make their workshops work. In each class she offers tangible evidence of these teachers practices, demonstrating how they listen to students and use that information to build lessons that propel children into deeper thinking. She documents these teachers moves for you with: classroom observations in the form of coaching emails from Bennett to each with commentary that highlights the important practices seen in each workshop transcripts of minilessons, worktimes, and debriefs specific, explicit reflection by each teacher about their workshop examples of student work produced in the workshop and over time student reflections on their development as readers, writers, thinkers, and learners. Youll come to understand firsthand how the setup of the workshop allows students the breathing room to think deeply about ideas, topics, and resources. Youll also see how it creates a framework within which you can not only listen in as children express what they learn but also think deeply yourself about how best to use the information you gather for subsequent instruction. Bennett even demonstrates how the workshop can be flexible enough to fit any learning situation and how to solve common problems as they arise. Benefit from the wisdom of one of the countrys foremost staff developers. Step inside workshop classrooms where teachers and students work side by sidewhere students develop literacy skills through a combination of doing what readers and writers do and purposeful, sensitive interactions with their teacher. Visit workshops where teachers learn about their students, use careful one-to-one assessment to inform their teaching, and reflect on their own practice as well. Then enter the best workshop classroom of allthe one youll be ready and excited to launch when you read That Workshop Book.

    Jim Burke has created a Common Core Companion for you, too. This time positioning the grades 9-10 standards alongside 11-12, it's every bit the roadmap to what each standard says, what each standard means, and how to put that standard into practice across subjects. Jim clearly lays out:Key distinctions across grade levels Different content-area versions of each standard Explanations of each standard, with student prompts Content to cover, lesson ideas, and instructional techniques Glossary and adaptations for ELL students

    Thank you for your feedback and patience.From Andrew Warner:I first interviewed Paul Graham after I heard something shocking from Alexis Ohanian, a founder whose company was funded by Graham's Y Combinator. Alexis came to Mixergy to tell the story of how he launched and sold Reddit.If you're a founder, you know the kind of problems that founders have, right? Figuring out what product to create, how to build it, how to get users to try it, etc.Well Alexis didn't seem to have those problems, or at least they weren't as challenging for him as they were for most of the other 600 entrepreneurs I interviewed on Mixergy.Why? Because Paul Graham helped him launch his business.How did Graham make Reddit's launch easier and more successful than other companies' founding? How did he do the same for hundreds of other startups? And, more importantly, what can you learn from his experiences to grow your business?The book you're holding has those answers.Use what you're about to learn to build your successful startup. After you do, I hope you'll let me interview you so other founders can learn from your experience, the way you're about to benefit from Graham's.About Hyperink, the publisher:Hyperink is the easiest way for anyone to publish a beautiful, high-quality book.We work closely with subject matter experts to create each eBook. We cover topics ranging from higher education to job recruiting, from Android apps marketing to barefoot running.If you have interesting knowledge that people are willing to pay for, especially if you've already produced content on the topic, please reach out to us! There's no writing required and it's a unique opportunity to build your own brand and earn royalties.

    With clear and accessible language, Carl guides you through the three main parts of a writing conference, and shows you the teaching moves and intentional language that can be used in each one. He helps you understand: - how to get started with conferring, or improve your existing conferences - how to use conferences to meet the diverse needs of your student writers - how to fit conferences into your busy writing workshop schedule. More than 25 videos bring the content to life, while Teacher Tips, Q&A's, and Recommended Reading lists provide everything you need to help you become a better writing teacher.

    Drucker gives examples and explanations of mission, leadership, resources, marketing, goals, people development, decision making, and much more. Included are interviews with nine experts that address key issues in the non-profit sector.

    Not to worry: This book is the one place you can turn to find quick, non-intimidating, excellent design help. In The Non-Designer's Design Book, 2nd Edition, best-selling author Robin Williams turns her attention to the basic principles of good design and typography. All you have to do is follow her clearly explained concepts, and you'll begin producing more sophisticated, professional, and interesting pages immediately. Humor-infused, jargon-free prose interspersed with design exercises, quizzes, illustrations, and dozens of examples make learning a snap—which is just what audiences have come to expect from this best-selling author.

    Nevertheless, many teachers end up using language patterns that undermine these goals. Do any of these scenarios sound familiar?We want students to take responsibility for their learning, yet we use language that implies teacher ownership.We want to build positive relationships with students, yet we use sarcasm when we get frustrated.We want students to think learning is fun, yet we sometimes make comments that suggest the opposite.We want students to exhibit good behavior because it's the right thing to do, yet we rely on threats and bribes, which implies students don't naturally want to be good.What teachers say to students--when they praise or discipline, give directions or ask questions, and introduce concepts or share stories--affects student learning and behavior. A slight change in intonation can also dramatically change how language feels for students. In What We Say and How We Say It Matter, Mike Anderson digs into the nuances of language in the classroom. This book's many examples will help teachers examine their language habits and intentionally improve their classroom practice so their language matches and supports their goals.