DISTINGUISHED FAVORITE: NYC Big Book Award 2021 - Marketing & PR Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services and technologies such as AI and mobile. Failing to build the necessary strategy, culture and processes, they suffer from high costs, dissatisfied customers and brand damage. The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way. Leading the Customer Experience is easy to understand and imminently practical. It is based on the author's extensive experience both as a founding partner of one of the world's most influential customer management organizations, and his work with B2B and B2C organizations in the private and public sectors. The author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. Leading the Customer Experience is relatable to anyone leading, managing or aspiring to better understand customer experience.
The 1903 Group Plan for Cleveland's downtown laid out a vision of Neoclassical splendor, an open civic area filled with grand fountains, graceful sculptures and formal gardens. Like most projects of its kind, it was supposed to take only one generation to complete. But the path to prosperity and beauty did not run smoothly. The plan suffered delays and setbacks from all sides, thanks to two world wars, the Great Depression, human folly and politics. Today, the Group Plan Commission continues to develop the focal point of the original 1903 project, and as people move back into downtown, the city is poised to finally bring this vision to fruition. Presenting previously unpublished historic photographs, authors Brad Schwartz and Dave Ford detail a story more than a century in the making.
The 1903 Group Plan for Cleveland's downtown laid out a vision of Neoclassical splendor, an open civic area filled with grand fountains, graceful sculptures and formal gardens. Like most projects of its kind, it was supposed to take only one generation to complete. But the path to prosperity and beauty did not run smoothly. The plan suffered delays and setbacks from all sides, thanks to two world wars, the Great Depression, human folly and politics. Today, the Group Plan Commission continues to develop the focal point of the original 1903 project, and as people move back into downtown, the city is poised to finally bring this vision to fruition. Presenting previously unpublished historic photographs, authors Brad Schwartz and Dave Ford detail a story more than a century in the making.
The Great Lakes Exposition was held in Cleveland during the summers of 1936 and 1937, drawing seven million visitors over its two-year run. The exposition was intended to observe the city's centennial anniversary and to celebrate the Great Lakes Region. It was also hoped that it would help lift the city's economy out of the Great Depression. The exposition boasted a staggering array of ever-changing national-level attractions and feature events. In a single day, exposition visitors could experience the latest technological innovations; see a world-class aquatics show; watch a Shakespearean play; ride in a blimp; and hear the music, taste the food, view the architecture, and experience the culture of 40 of the world's countries.
Between Lincoln and FDR, the Presidency and the United States come of age In the wake of the Civil War, fourteen men will succeed Abraham Lincoln and attempt to reunify the United States. As their personal tales intertwine and overlap on their way to the Presidency, they defer to Congress until it is clear that Democrats and Republicans are more concerned with the prerogatives of power and patronage than Lincoln’s pledge of freedom and opportunity for all Americans. The 19th-century Presidents battle with Congress to reform how jobs and other benefits are dispensed, while the Presidents of the early 20th century find themselves presiding over a country that has transitioned from an agricultural economy—supported by slave and immigrant labor—to an industrial economy generating the wealth that thrusts the country onto the world stage. Through it all, the Presidents continue the novel practice of handing over power peacefully, even in the face of a Depression that will challenge the United States’ newfound status as a world power. “Brad McKim is a masterful storyteller. He seamlessly wove the stories of our first 15 presidents together into a compelling, interesting, and informative narrative.” —Scott Barker, Author, The Kings of War: How Our Modern Presidents Hijacked Congress’ War-Making Powers and What to Do About It “McKim weaves fascinating stories of presidential lives from their youth through early love affairs and careers, into political prominence. Not a retelling of common knowledge, this book reveals a fabric of personal stories not found in high school history books.” —Jeff Bensch, Author, History of American Holidays “I have read countless books on the country’s chief executives and I learned something about each president that I never knew before. I could not put A Presidents Story down and can’t wait to read the sequel!” —Bradley Nahrstadt, Author, Alton B. Parker: The Man Who Challenged Roosevelt
Covering cities, states, and regions of the United States, these richly illustrated handbooks capture the character and culture of important American destinations, along with topical essays, color maps, and capsule reviews of restaurants and hotels.
For many football fans, the National Football League season of 1970 was a landmark year in the history of the game. The NFL and the American Football League finally began playing as a merged league--one that featured such legendary figures as George Blanda, Tom Dempsey, Vince Lombardi, George Allen, Sid Gillman, Lamar Hunt, and Al Davis. The NFL, Year One focuses on several key games throughout this thrilling initial season. One saw the Raiders and Browns play in Cleveland. This contest serves as the backdrop for the story of forty-three-year-old Oakland kicker Blanda, who went on that season to win or tie four consecutive games in the last seconds, becoming a hero to middle-aged American men. Among other notable games that Brad Schultz examines are the Browns-Jets game that marked the debut of Monday Night Football with commentators Keith Jackson, Howard Cosell, and "Dandy" Don Meredith; the Chiefs-Vikings game that served as a rematch for the Super Bowl IV competitors; and the Colts-Jets game that ultimately set the scene for the 1970 players' strike. Schultz also demonstrates how the season continues to influence the NFL today. Meticulously researched and thoroughly entertaining, The NFL, Year One is a riveting account of one of the most important and compelling seasons in NFL history. Any fan will surely enjoy Schultz's revisiting of the game's amazing 1970 season.
In time for the 75th anniversary of the Man of Steel, comes the first comprehensive literary biography of Joe Shuster and Jerry Siegel, creators of the DC Comics superhero Superman and the inspiration for Michael Chabon's Kavalier and Clay Drawing on ten years of research in the trenches of Cleveland libraries, boarded-up high schools, and secret, private collections, and a love of comic books, Brad Ricca's Super Boys is the first ever full biography about Superman's creators. Among scores of new discoveries, the book reveals the first stories and pictures ever published by the two, where the first Superman story really came from, the real inspiration for Lois Lane, the template for Superman's costume, and much, much more. Super Boys also tracks the boys' unknown, often mysterious lives after they left Superman, including Siegel's secret work during World War II and never-before-seen work from Shuster. Super Boys explains, finally, what exactly happened with the infamous check for $130 that pulled Superman away from his creators—and gave control of the character to the publisher. Ricca also uncovers the true nature of Jerry's father's death, a crime that has always remained a mystery. Super Boys is the story of a long friendship between boys who grew to be men and the standard that would be impossible for both of them to live up to.
When a batter races toward first base and fielders scramble to make a tough play, anything can happen. Tales from First Base is a humorous and insightful look at the players, coaches, and umpires who have spent time along those first ninety feet of the base path. Brad Engel and Wayne Stewart check out some of the funniest players and most amusing incidents from this corner of the diamond, such as the time Larry Walker and opposing cornerman Mark Grace traced out, in the dirt around the bag, a running conversation with each other. And then there was Dick Stuart, a fielder who wasn't exactly known for catching baseballs. But, he once caught a bounding bat that had slipped out of the hands of a hitter and later in his career received a standing ovation from a Pittsburgh crowd when he caught a hot dog wrapper on the fly. Readers will also learn about the first-sackers' roles in some of the most famous plays of all time, such as the blown call that cost Detroit pitcher Armando Galarraga a perfect game on June 2, 2010. When umpire Jim Joyce later apologized to Galarraga, the player graciously accepted the apology, stating, Nobody's perfect. Packed with exclusive interviews with popular players at all positions—including fan favorites Hank Aaron, Jeff Bagwell, Curtis Granderson, Adam LaRoche, and Joe Carter—this book will appeal to newcomers to the game and die-hard fans alike.
The Great Lakes Exposition was held in Cleveland during the summers of 1936 and 1937, drawing seven million visitors over its two-year run. The exposition was intended to observe the city's centennial anniversary and to celebrate the Great Lakes Region. It was also hoped that it would help lift the city's economy out of the Great Depression. The exposition boasted a staggering array of ever-changing national-level attractions and feature events. In a single day, exposition visitors could experience the latest technological innovations; see a world-class aquatics show; watch a Shakespearean play; ride in a blimp; and hear the music, taste the food, view the architecture, and experience the culture of 40 of the world's countries.
Comprehensively captures the robust history of the state of Missouri, from the pre-Columbian period to the present Combining a chronological overview with topical development, this book by a team of esteemed historians presents the rich and varied history of Missouri, a state that has played a pivotal role in the history of the nation. In a clear, engaging style that all students of Missouri history are certain to enjoy, the authors of Missouri: The Heart of the Nation explore such topics as Missouri’s indigenous population, French and Spanish colonialism, territorial growth, statehood, slavery, the Civil War and Reconstruction, railroads, modernization, two world wars, constitutional change, Civil Rights, political realignments, and the difficult choices that Missourians face in the 21st century. Featuring chapter revisions as well as new maps, photographs, reading lists, a preface, and index, this latest edition of this beloved survey textbook will continue to engage all those celebrating Missouri’s bicentennial. A companion website features a student study guide. Published to commemorate the bicentennial of Missouri statehood in 2021 Features fully updated chapters that bring the historical narrative up to the present Presents numerous images and maps that enrich the coverage of key events Provides suggestions for further reading Missouri: The Heart of the Nation is an excellent book for colleges and universities offering survey courses on state history or state government. It also will appeal to all lovers of American history and to those who call Missouri home.
Describes the life of Brad Johnson, quarterback for the Super Bowl winning Tampa Bay Buccaneers, and presents his belief that having passion is essential to any kind of success.
The official biography of an NHL legend By the time he retired, Brad Park had surpassed the great Bobby Orr in career assists by a defenseman. Inducted into the Hockey Hall of Fame the first year he was eligible, and later named one of the Top 100 NHL players of all time by The Hockey News, Park will forever be remembered as one of the greatest men ever to take the ice. The first and only authorized biography of Park's life and career, Straight Shooter: The Brad Park Story, delves deeper into his legendary success than any book has before, bringing together exclusive, candid insights from Park himself, as well as interviews with dozens of players, family members, and key figures from the hockey world. Covering Park's early years growing up in Toronto, to his first exposure to the NHL with the New York Rangers and his stellar performance with the Boston Bruins, through the twilight of his career and retirement, the book examines every aspect of his remarkable life in unprecedented detail. Giving hockey fans a full, frank look at the career of an NHL legend—including the challenges Park faced in his personal life, including caring for his physically handicapped son—Straight Shooter is a fascinating look at one of the game's true greats. Offers a fascinating insight into the life of Brad Park, one of the greatest defensemen the NHL has ever seen Covers Park's life in detail, from his time with the Rangers and Bruins to his experiences with Team Canada in the 1972 Summit Series Features a Foreword from hockey legend Don Cherry Working closely with Park himself, writer and researcher Thom Sears has created a thorough, authorized biography of one of the NHL's greatest legends and an essential read for hockey fans everywhere.
Vampires are ubiquitous in our popular culture--from movies to television, in fiction and art, and even within the hallowed halls of academia. But in the not-so-distant past, these undead creatures held more fear than fascination; they lived in the shadows and were the stuff of nightmares. In 1897, Bram Stoker introduced Dracula to the Western world--and our concept of vampires was changed forever. For over sixty years, the undead have bled the television airwaves, appearing in every type of programming imaginable. Un-Dead TV catalogues over one thousand unique vampire appearances—and is the first book of its kind to explore this phenomenon to the extent that it truly deserves.
The Art Student's War is Brad Leithauser's finest novel to date, deeply moving in its portrayal of a young aspiring artist and her immigrant family during Detroit’s wartime heyday. The year is 1943. Bianca Paradiso is a pretty and ambitious eighteen-year-old studying to be an artist while her bustling, thriving hometown turns from mass-producing automobiles to rolling out fighter planes and tanks. For Bianca, national and personal conflicts begin to merge when she is asked to draw portraits of the wounded young soldiers who are filling local hospitals. Suddenly she must confront lives maimed at their outset as well as her own romantic yearnings, and she must do so at a time when another war—a war within her own family—is erupting.
You watched him vie for the Heisman and national championship, and earn a third-round NFL draft spot. Now meet Colt McCoy up-close and personal! Growing Up Colt—A Father, a Son, a Life in Football is a unique biography by both the Cleveland Browns quarterback and his father, Brad, a highly-respected football coach in his native Texas. Get a behind-the-scenes view of the formative events of Colt’s football experience and the foundational principles of his family and faith life. Growing Up Colt promises an inspiring read for football fans of all ages—and don’t miss the exciting full-color photo section!
A tight, dramatic NFL playoff game is exciting on its own, but two of the most dramatic in the same afternoon might result in the most compelling day in football history. This book is the first to capture the excitement and tension of December 23, 1972, when Pittsburgh played Oakland and Dallas met San Francisco in a pair of first-round playoff games that captivated millions. One game saw Dallas rally from three scores down in the fourth quarter, while the other featured the most famous ending in league history--the Immaculate Reception. This book details both high-stakes games as well as the historic season that led each team to the 1972 playoffs. Also covered are the men behind the miracles--some captured the moment to become heroes and legends, while others let success slip through their grasp. Two games, one afternoon, countless memories.
A CNN political analyst and a Republican strategist reframe the discussion of the “Trump voter” to answer the question, What’s next? NAMED ONE OF THE BEST BOOKS OF THE YEAR BY FOREIGN AFFAIRS • “Unlike most retellings of the 2016 election, The Great Revolt provides a cohesive, non-wild-eyed argument about where the Republican Party could be headed.”—The Atlantic Political experts were wrong about the 2016 election and they continue to blow it, predicting the coming demise of the president without pausing to consider the durability of the winds that swept him into office. Salena Zito and Brad Todd have traveled over 27,000 miles of country roads to interview more than three hundred Trump voters in ten swing counties. What emerges is a portrait of a group of citizens who span job descriptions, income brackets, education levels, and party allegiances, united by their desire to be part of a movement larger than themselves. They want to put pragmatism before ideology and localism before globalism, and demand the respect they deserve from Washington. The 2016 election signaled a realignment in American politics that will outlast any one president. Zito and Todd reframe the discussion of the “Trump voter” to answer the question, What’s next?
The thrilling history of the torso murderer. The tale of the ‘Untouchable’ who got Al Capone but failed to solve his goriest case." —Dan Jones, The Sunday Times In the spirit of Devil in the White City comes a true detective tale of the highest standard: the haunting story of Eliot Ness's forgotten final case–his years-long hunt for "The Mad Butcher of Kingsbury Run," a serial killer who terrorized Cleveland through the Great Depression. “After helping to put Al Capone behind bars, lawman Eliot Ness came to Cleveland, where he did battle with a vicious killer. ... Even Ness was stumped trying to apprehend the ‘torso murderer’ responsible for a series of ghoulish killings. ... The authors have done Ness justice." —Wall Street Journal In 1934, the nation’s most legendary crime-fighter–fresh from taking on the greatest gangster in American history–arrived in Cleveland, a corrupt and dangerous town about to host a world's fair. It was to be his coronation, as well as the city's. Instead, terror descended, as headless bodies started turning up. The young detective, already battling the mob and crooked cops, found his drive to transform American policing subverted by a menace largely unknown to law enforcement: a serial murderer. Eliot Ness's greatest case had begun. Now, Max Allan Collins and A. Brad Schwartz–the acclaimed writing team behind Scarface and the Untouchable–uncover this lost crime epic, delivering a gripping and unforgettable nonfiction account based on decades of groundbreaking research. Ness had risen to fame in 1931 for leading the “Untouchables,” which helped put Chicago’s Al Capone behind bars. As Cleveland's public safety director, in charge of the police and fire departments, Ness offered a radical new vision for better law enforcement. Crime-ridden and devastated by the Depression, Cleveland was preparing for a star-turn itself: in 1936, it would host the "Great Lakes Exposition," which would be visited by seven million people. Late in the summer of 1934, however, pieces of a woman’s body began washing up on the Lake Erie shore–first her ribs, then part of her backbone, then the lower half of her torso. The body count soon grew to five, then ten, then more, all dismembered in gruesome ways. As Ness zeroed in on a suspect–a doctor tied to a prominent political family–powerful forces thwarted his quest for justice. In this battle between a flawed hero and a twisted monster–by turns horror story, political drama, and detective thriller–Collins and Schwartz find an American tragedy, classic in structure, epic in scope.
This handbook/study guide is part one of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. Topics in People Management include: *Organizational structure *Staffing *Hiring and retention *Turnover *Training *Performance objectives *Monitoring and coaching *Motivation and culture *Career development *Legal and regulatory issues
This is a guide to navigating the World Web Web with search tools and techniques. The book covers 14 search facilities available, including Infoseek, Excite, Lycos, OpenText, Inktomi and Yahoo!
Internet Surfing "Cheat Sheet" Inside! No Matter What You're Looking For on the Web — People, Places, or Pizza — This Book Shows You How to Search! The Internet is the greatest source of information and fun — if you know your way around! The step-by-step instructions, tips, and tricks inside Internet Searching For Dummies® will make you a top-flight Web surfer, the master of both search engines and Internet directories. This book shows you how to go straight to the good stuff, and turn the Internet into a tool you can use. Find What You Need Faster with: Mindspring Internet Access for easy access to the Internet VDOLive Player: Watch movies on the Internet with this freeware browser plug-in WebWhacker: An evaluation of ForeFront's off-line browser — for Mac and Windows Paint Shop Pro: An evaluation version of this powerful image viewing and editing program Programs for viewing graphics, decompressing files, and more — for Mac and Windows! A collection of software "bots" — automated search agents that work from your PC Shareware programs are fully functional, free trial versions of copyrighted programs. If you like particular programs, register with their authors for a nominal fee and receive licenses, enhanced versions, and technical support. Freeware programs are free, copyrighted games, applications, and utilities. You can copy them to as many PCs as you like — free — but they have no technical support. System Requirements: 486 or faster PC running Windows 3.1 or later, or 68040 or faster Mac running System 7.5 or later, 8MB RAM (16MB recommended); double speed (2x) CD-ROM drive or faster; Internet connection (14,400 bps or faster modem; network-regular access charges apply). Inside, find helpful advice on how to: Unlock the intricacies of the Web's major search engines, such as Yahoo!, Lycos, Excite, and AltaVista Unleash search engine features to get at the information you really want and exclude the information you don't Further streamline your searches with cool keyword tips Track down the Web sites you need by following Brad Hill's search expeditions Search Usenet groups for any topic Unearth and download cool shareware and freeware programs Plus a special chapter for America Online subscribers!
Thank you for visiting our website. Would you like to provide feedback on how we could improve your experience?
This site does not use any third party cookies with one exception — it uses cookies from Google to deliver its services and to analyze traffic.Learn More.