Now, HumanSigma is poised to do the same for sales and services. Human Sigma offers an innovative research-based approach to one of the toughest challenges facing sales and services companies today: how to effectively manage the employee-customer encounter to drive business success.Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success. Based on research spanning 10 million employees and 10 million customers around the world, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it. Human Sigma is based on five rules to bring excellence to how employees engage and interact with customers: RULE #1: E Pluribus Unum. Employee and customer experiences must be managed together — not as separate entities. RULE #2: Feelings Are Facts. Emotions drive and shape the employee-customer encounter. RULE #3: Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level. RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric. RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. Good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed. Essential reading for global business leaders, Human Sigma shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, Human Sigma will change how you view your work, your employees and your customers forever.

    

    Ryder Cup team captainImpact has long been called golf's "moment of truth," and great golfers have spent countless hours working on their swings trying to upgrade their impact dynamics as the golf club approaches, contacts, then swings through the ball. For the first time, with The Impact Zone, golfers will have a book that focuses their attention on the very same region of the swing on which professional golfers have always concentrated. The Impact Zone is a unique instructional guide in that everything in it either focuses on or applies to improving a golfer's understanding and execution of impact. Here, acclaimed professional golfer Bobby Clampett concludes that the overwhelming bias and convention of today's contemporary teaching environment is to value swing styles over swing dynamics, and in so doing, the overwhelming majority of golf teachers miss the boat in terms of teaching the game effectively. Ultimately this emphasis on swing style comes at the expense of helping golfers to develop sound swing dynamics, which are the real keys to consistent ball striking and better golf. With the help of CBS's Swing Vision high-speed camera—using images from many of the game's greatest contemporary players (including Tiger Woods, Phil Mickelson, John Daly, Vijay Singh, Sergio Garcia, and more)—The Impact Zone takes an unprecedented look at the most important six inches in golf, those that immediately precede, contain, and follow impact. To further demonstrate these principles, Clampett presents photos and drills that convey the five essential dynamics golfers need to produce and reproduce solid impact Throughout these instructional pages, Bobby Clampett—teamed with veteran golf writer Andy Brumer—relays his own personal story of straying from swing dynamics and how he found his way back. He recalls memorable stories from the Tour, blending innovative instruction with his colorful, engaging anecdotes. Clampett and Brumer create an essential instructional guide with clear, concise advice—on creating great swing dynamics through the impact zone—the universally acknowledged key to more consistent and better golf.

    No amount of medication or therapy seems to help him as he struggles with his grief. He has only one wish—he wants to immortalize his wife. Then, he meets Anisha, who is shocked at Ajay’s hatred towards God. How can a person hate God? Where would that hatred lead him? Anisha is ready to judge Ajay harshly, when a simple, caring and guileless gesture changes her perception of him. So begins the journey of two people who are poles apart. A journey which will change their outlook towards life. A bittersweet tale, told very simply, by a man who lost everything, except his ability to find humour in the world. This is the story of Ajay who finds a second lease of life. What helps him? A friend? Or the love that he finds again? Bestselling author Ajay Pandey takes you on another emotional rollercoaster with his scintillating new book that will reaffirm your faith in life.

    But things aren't exactly what they seem and her life soon spins out of control as she's sucked into a web of lies, betrayal and murder.

    But that dream is soon shattered. Lorenzo's once-wealthy parents, now in dire need of financial help because of the Great Depression, force the newlyweds to move into the family's crumbling mansion with them. Marguita is hardly settled with her in-laws when Lorenzo's older sister, the spinster Lolo, behaves in a shocking way toward the young couple, seriously injuring Marguita's sense of honor and causing a dangerous rift between the two. In despair, Marguita flees to her mother, Dolores, a truly Wise woman, whose love, generosity, and resourcefulness provide the glue that promises to mend the break.

    Sansom and The Name of the Rose, three Sunday Times bestselling historical thrillers featuring Giordano Bruno, heretic, philosopher and spy.HERESY: Oxford, 1583. A place of learning, and of murderous schemes. The Queen’s spymaster, Sir Francis Walsingham, recruits Giordano Bruno, a radical thinker fleeing the Inquisition, to expose a Catholic conspiracy at Oxford University. When a series of brutal murders ruptures close-knit college life, Bruno realizes that the Tudor throne itself is at stake…PROPHECY: London, 1583. As Mary Stuart’s supporters scheme to usurp the rightful monarch, a young maid of honour is murdered in Queen Elizabeth’s court, occult symbols carved into her flesh. When maverick agent Giordano Bruno is instructed to infiltrate the plotters, he must use all his cunning to secure evidence against them before his true identity is exposed…SACRILEGE: Canterbury, 1584. Heretic-turned-spy Giordano Bruno travels to Canterbury to clear the name of the woman he once loved. But when a series of mysterious crimes strike the city, a far bigger puzzle emerges. Bruno’s investigation leads him deep into the shadows of the Cathedral, and to the heart of a sinister and powerful conspiracy…

    In Slap Shot Original, Dave Hanson gives readers not only a behind the scenes look at what life was like on the set during the filming of the classic movie, but also treats them to stories from the actors and players themselves.

    The classic styles are listed and illustrated, together with full descriptions of how they were derived from models in the world. Outstanding examples of plantings in all of the various styles are shown. The types of containers are detailed, and the importance of their use for different trees or styles explained. Advice is given on placing and exhibiting your completed bonsai.CLEAR STEP-BY-STEP SEQUENCESThere is comprehensive information on how to create a bonsai from a seedling, cutting, or garden center plant. Clear step-by-step sequences take you from the initial raw material through to the finished bonsai, showing the superb results that can be achieved. All the tools and techniques of bonsai are illustrated and explained, and their use described in detail. Maintenance and propagation sections tell you everything you need to know to keep your bonsai beautiful and healthy, or to create your own trees.DETAILS OF MORE THAN 100 SPECIESA photographic catalogue of bonsai trees and shrubs lies at the heart of the book, providing the cultivation and styling details of over 100 different species. Each entry is accompanied by an original full-color photograph of at least one outstanding specimen. This section is supplemented by a further compendium of trees and shrubs that can be grown as bonsai, giving a total of over 300 to choose from.The Complete Book of Bonsai reveals every aspect of the art, with inspirational ideas and practical advice at every turn. Whether you are a beginner who would like to grow just one or two trees, or an experienced enthusiast who wishes to build up a whole collection, it is the essential reference work.

    

    The seas have risen, the skies have darkened and the American Midwest has become a desert. A handful of corporations own and operate the country and food is used as a means of oppression. The year is 2074. America is now a third-world nation and China, with its prosperous and burgeoning middle class, is the leader of the Free World. Against this backdrop, a devastating raid by the wealthy ruling class on a stronghold of rebels fighting against the system inadvertently unites two enemies in a forbidden love that threatens to tear their worlds apart. Carlin Pheney, a decorated military pilot and member of the upper class, is captured by Aelena Hall, a veteran leader of the food wars. Together, they become fugitives on the run from a military industrial complex headed by Carlin’s father. Aided by strangers and betrayed by friends, they are swept up in an unstoppable global catastrophe. When Aelena is captured and thrown into the Federal Torture Chamber on Guantanamo Island, Carlin devises a desperate plan for her impossible escape from the water-bound prison. Mystery and suspense pursue the two lovers across the oceans and around the world to a wild and newborn land. Here, if they hope to survive, they must face a terrible battle to colonize a new America and give birth to a nation. In the tradition of literature with science fiction and political overtones that includes Nineteen Eighty-Four, Brave New World and Fahrenheit 451 comes one of the best new books of the year, the dystopian thriller 2076: A Revolutionary Tale—a book about a tomorrow ruled by the plutocrats of today.

    Written from the perspective of General George C. Kenney, the man in charge, the book is a candid insider’s account of how America turned the tables on the Japanese in the Pacific through a combination of strategy, tactics, and superior air technology.An entertaining read, as well as an important historical document, Air War in the Pacific features a cast of larger-than-life personalities know to WW2 buffs, from brilliant tactician ‘Big Chief’ General Douglas MacArthur to eccentric hotshot pilot Paul ‘Pappy’ Gunn.

    Will she make the right choice? An unknown woman is murdered and detectives Pierce Carson, Chelsea Madden and a new recruit, Dean Weston, are assigned to the case. Their search for the killer leads to several dead ends and a suspected drug connection, as even more people are killed. In the process of helping to solve the first murder and those that follow, Chelsea realizes that she is walking a very thin line between personal revenge and professional responsibility. She too has suffered at the hands of a murderer, who brutally snuffed out the life of her parents, giving her a reason to join the police force. To complicate matters, she finds herself attracted to Dean. She knows little about the newcomer to Homicide, only that he’d been a successful undercover agent. Normally a loner, she finds him surprisingly easy to talk to, as she unburdens herself of her past, kept secret for years. As the case becomes more complicated and passions are stirred, questions arise about a mole in the force, and Dean is on the list of possible suspects. Chelsea is torn between trust and doubt, fear and love; her desire for vengeance and belief in the system of which she is now a part. The strands of the plot become intertwined, with unexpected twists and turns, and Chelsea finds herself caught in a life and death struggle in a most unexpected way. Only time will tell if she survives to right the wrong or decides to let it go and find a new direction for her life. Detective Chelsea Madden is the cool, calm, and collected hero of Only Time Will Tell. Putting her life on the line, she doesn’t pull any punches, searching only for the truth, and for the person who takes lives on her watch. Intelligent, resourceful, and uncompromising, Chelsea will take readers on a memorable, white-knuckled journey in this suspenseful, gripping serial killer thriller. <

    These fierce, faithful vigilantes are all about wild, passionate nights with the strong, intelligent women they love. This collection includes the first three full-length novels of the series. No cheating, no cliffhangers. Link’d Up: Club president Link’s search for a lawyer brave enough to fight for justice for his (mostly) innocent sergeant at arms leads him to an alluring defense attorney with a bleeding heart and a steel backbone. This isn’t the first time Emily Stafford’s commitment to defending the falsely accused has put her in harm’s way, but this time her heart is in danger. Smart, cautious, and independent, she might be just the queen Link needs. Wreaking Havoc: Julia Edwards is a recovering mean girl who needs a formidable date for her sister’s wedding. Dead Presidents MC sergeant at arms, Havoc, has a heart of gold hidden beneath layers of anger and PTSD. But in this beautiful yet volatile bookstore owner, he finds peace. Can two attempted murderers build a life together? Or will the loose ends from their pasts unravel their future? Trapping Wasp: Wasp, VP of the Dead Presidents MC, rides life like it’s his bike, at full speed with no real destination. But when he sets his sights on an irresistible new bartender with a comical little kid, he’ll have to give up that carefree lifestyle to become the man they need. With Carly’s dangerous past nipping at her heels, can Wasp prove himself to be more than a party boy with a panty-dropping smile and made-for-sin body?

    When she's forced to leave everything behind and forge her own path, where—and with whom—will Hester choose to make her new home?Hester on the Run, Book 1: One April morning, an Amish couple finds a Native American infant, wrapped in deerskin and placed next to the spring where they gather water. Kate and Hans adopt the child and name her Hester, despite the criticism of certain community members. Hester glows as she grows, an unmistakable beauty both inside and out, but begins to realize she doesn't quite fit in. An encounter with a Lenape medicine woman gives her a glimpse of her undiscovered heritage. When her own father becomes a threat, Hester is forced to flee from the Amish community, the only home she has ever really known. Which Way Home?, Book 2: Twice rescued—first by matronly Native women who find her unconscious in the woods and then by a boy in downtown Lancaster where she'd been left for dead by the dreaded Paxton boys—Hester finds herself wondering if she will ever find a safe haven. When an Amish man from her past reappears, it seems like destiny, but William King is more in love with the way she looks than with her heart and mind. When a Native American man makes a proposal to Hester, she is perplexed more than ever. Where will her heart lead her?Hester Takes Charge, Book 3: Now widowed and living in downtown Lancaster, Pennsylvania, Hester is startled by the unexpected appearance of Noah, the firstborn son of her adoptive parents. Their father's misplaced love for Hester and utter neglect of Noah drove each of them away from their Amish family. When Noah suggests they return to their childhood home to see their ill father, Hester can no longer ignore her buried anger and bitterness. Can they possibly forgive Hans? Can Hester trust herself—and Noah—enough to marry again?Skyhorse Publishing, as well as our Arcade, Yucca, and Good Books imprints, are proud to publish a broad range of books for readers interested in fiction—novels, novellas, political and medical thrillers, comedy, satire, historical fiction, romance, erotic and love stories, mystery, classic literature, folklore and mythology, literary classics including Shakespeare, Dumas, Wilde, Cather, and much more. While not every title we publish becomes a New York Times bestseller or a national bestseller, we are committed to books on subjects that are sometimes overlooked and to authors whose work might not otherwise find a home.