Why we choose companies and brands in the same way that we unconsciously perceive, judge, and behave toward one another People everywhere describe their relationships with brands in a deeply personal way—we hate our banks, love our smartphones, and think the cable company is out to get us. What's actually going on in our brains when we make these judgments? Through original research, customer loyalty expert Chris Malone and top social psychologist Susan Fiske discovered that our perceptions arise from spontaneous judgments on warmth and competence, the same two factors that also determine our impressions of people. We see companies and brands the same way we automatically perceive, judge, and behave toward one another. As a result, to achieve sustained success, companies must forge genuine relationships with customers. And as customers, we have a right to expect relational accountability from the companies and brands we support. Applies the social psychology concepts of "warmth" (what intentions others have toward us) and "competence" (how capable they are of carrying out those intentions) to the way we perceive and relate to companies and brands Features in-depth analyses of companies such as Hershey's, Domino's, Lululemon, Zappos, Amazon, Chobani, Sprint, and more Draws from original research, evaluating over 45 companies over the course of 10 separate studies The Human Brand is essential reading for understanding how and why we make the choices we do, as well as what it takes for companies and brands to earn and keep our loyalty in the digital age.
More than 82 per cent of companies believe creativity directly impacts results, yet few of us understand how it comes about or how to put it into practice. Some people say that creativity is about thinking outside the box, while others believe it is about being creative inside the box; but what if there is no box? The Creative Thinking Handbook argues that we need to identify and remove the 'box' around our thinking, so we canunlock unlimited streams of creativity for professional and business success. This book offers an integrated system of personalized insights, along with clear, practical tools and strategies - including the tried-and-trusted Solution Finder model. The authors show you how to develop your creative problem-solving skills to make better decisions with an individualized step-by-step strategy. Based on long-term research and testing of the creative thinking process, The Creative Thinking Handbook helps you generate more ideas and find brilliant solutions for any professional challenge.
“Expansive and enlightening. . . . Impey packs his prose with wonderful anecdotes and weird factoids.”—New York Times Book Review Human exploration has been an unceasing engine of technological progress, from the first homo sapiens to leave our African cradle to a future in which mankind promises to settle another world. Beyond tells the epic story of humanity leaving home—and how humans will soon thrive in the vast universe beyond the earth. A dazzling and propulsive voyage through space and time, Beyond reveals how centuries of space explorers—from the earliest stargazers to today’s cutting-edge researchers—all draw inspiration from an innate human emotion: wanderlust. This urge to explore led us to multiply around the globe, and it can be traced in our DNA. Today, the urge to discover manifests itself in jaw-dropping ways: plans for space elevators poised to replace rockets at a fraction of the cost; experiments in suspending and reanimating life for ultra-long-distance travel; prototypes for solar sails that coast through space on the momentum of microwaves released from the Earth. With these ventures, private companies and entrepreneurs have the potential to outpace NASA as the leaders in a new space race. Combining expert knowledge of astronomy and avant-garde technology, Chris Impey guides us through the heady possibilities for the next century of exploration. In twenty years, a vibrant commercial space industry will be operating. In thirty years, there will be small but viable colonies on the Moon and Mars. In fifty years, mining technology will have advanced enough to harvest resources from asteroids. In a hundred years, a cohort of humans born off-Earth will come of age without ever visiting humanity’s home planet. This is not the stuff of science fiction but rather the logical extension of already available technologies. Beyond shows that space exploration is not just the domain of technocrats, but the birthright of everyone and the destiny of generations to come. To continue exploration is to ensure our survival. Outer space, a limitless unknown, awaits us.
Financial Institutions and Markets focuses on the operation of Australias financial system. Thoroughly updated, this eighth edition retains the structure of the seventh edition, examining the financial systems three main functions: settlement, flow-of-funds and risk transfer. The book provides a comprehensive and comprehensible integrated account of the activities of Australias financial institutions and markets and their instruments including the major capital and foreign exchange markets, and the markets for derivatives. This new edition is complemented by digital resources on the MindTap online platform - also enabling flipped delivery of the content, expanded learning objectives, and updated case studies and research to cover recent events such as Brexit. Premium online teaching and learning tools are available to purchase on the MindTap platform Learn more about the online tools cengage.com.au/learning-solutions
Face2face Pre-intermediate is an easy-to-teach General English course that helps adults and young adults to speak and listen with confidence. The DVD-ROM in the Student's Book includes consolidation activities and electronic portfolio for learners to track their progress with customisable tests and grammar and vocabulary reference sections.
The Healthcare Knowledge Management Primer explores and explains the nature of essential KM (knowledge management) principles in healtcare settings in an introductory and easy to understand fashion. Accessibility and usability in this manner will be of use to both students and professionals wishing to learn more about the key aspects of the KM field as it pertains to effecting superior healthcare delivery.
. . . the four books comprising the series would certainly be a valuable addition to any entrepreneurship library. However, each book also stands alone as an individual purchase. Lorraine Warren, International Journal of Entrepreneurial Behaviour and Research The book delivers what it promises: a map of the uses of narrative methods in entrepreneurship studies. It is both an interesting contribution to the field and an important methodological handbook for all entrepreneurship researchers who are thinking of adopting qualitative methods in their inquiries. However, it may also be read with advantage by other researchers using ethnography as their main methodological approach to social studies. . . The aim of the book is to show how narratives can enrich entrepreneurship studies, a goal that in my opinion is aptly fulfilled. Monika Kostera, Scandinavian Journal of Management . . . the contributors in this text breathe fresh and imaginative linguistic resources and narrative/discursive frames of reference into the inquiry of entrepreneurial activities. The anecdote, the narrative, the metaphorical, the discursive and the dramaturgical are significant therefore, not only because they bring to the surface voices, emotions, processes and the relationality of (everyday) entrepreneurial activity that have possibly been previously silenced. But also, to paraphrase Steyaert, these approaches highlight the controversial and interactive aspects of the research process. . . The text is welcome because it treats narrative in a serious and scholarly way. Denise Fletcher, International Small Business Journal In their edited book Narrative and Discursive Approaches in Entrepreneurship, Daniel Hjorth and Chris Steyaert provide a fascinating glimpse into a perspective on entrepreneurship that will be enlightening for many readers. Entrepreneurship authors typically talk about theory, methods, and data as if a straight-forward linear process united them all, and making sense of entrepreneurship was simply a matter of knowing how to interpret one s findings . By contrast, the authors in this volume propose narrative and discursive approaches in which the contributing authors emphasize rich description, reflexive conceptualization, and interpretations offered as part of the story itself. They draw upon an international set of cases, including Russia, Sweden, Denmark, Norway, Venezuela, and North America. The cases themselves make for fascinating reading, quite apart from what we learn about the difficulties of imposing a particular interpretation on a given story. For example, taxi drivers in Caracas, management consultants in Denmark, and women entrepreneurs in northern Norway all make for fascinating narratives from which to understand the entrepreneurial process. Unlike many edited books which have no plot , the editors have included opening and closing sections that link the chapters, offer alternative readings of them, and propose new and expansive ways of thinking about entrepreneurship. Howard Aldrich, University of North Carolina at Chapel Hill, US Daniel Hjorth and Chris Steyaert set out to advance the study of entrepreneurship by refocusing the lens of discovery from economics, management and marketing to other paradigmatic stances in social sciences and humanities like anthropology and literary studies. The result is a provocative collection of chapters that inspire the reader to consider and explore new ideas and research practice that incorporate both the context and place of entrepreneurship. From the perceptive insights of the editors to the rigorous and provocative discourse of the chapters and thoughtful responses in the conclusion emerges a story, in the best of storytelling tradition, about how a linguistic turn can rouse new insights. The editors ask, how do these texts move you? they entice, provoke, challenge, stimulate and guide. Their implications should be far reaching and required reading for any student of t
Music and Tourism is the first book to comprehensively examine the links between travel and music. It combines contemporary and historical analysis of the economic and social impact of music tourism, with discussions of the cultural politics of authenticity and identity. Music tourism evokes nostalgia and meaning, and celebrates both heritage and hedonism. It is a product of commercialisation that can create community, but that also often demands artistic compromise. Diverse case studies, from the USA and UK to Australia, Jamaica and Vanuatu, illustrate the global extent of music tourism, its contradictions and pleasures.
Introduction -- Capital explosion -- Tax cut revolution -- Flat tax club -- Mobile brains and mobile wealth -- Taxing businesses in the global economy -- The economics of tax competition -- The battle for freedom and competition -- The moral case for tax competition -- Options for U.S. policy.
One of the most relentlessly brilliant studies of twentieth-century Britain ... these young historians have found a marvellous theme and stuck to it. Theirs is the glory!' Professor Arthur Marwick, History The 1930s - remembered as the decade of dole queues and hunger marches, mass unemployment, the means test, and the rise of fascism - also saw the development of new industries, the growth of comfortable suburbia, and rising standards of living for many. In Britain in the Depression, the authors look behind the legends for an objective - and timely - reassessment, as Britain again struggles with the economic and spiritual ills of recession and unemployment.
From the three-time #1 bestselling author Chris J. Reed, “the only CEO with a Mohawk!” comes his latest book, Social Selling Mastery for Entrepreneurs. Whether you have heard the phrase “social selling” but don’t know what it entails, or you have been trying to socially sell for years, this book will give you worthwhile insights, actionable advice, and secrets of the trade that Chris has learned in his ongoing career as a global social selling guru. You see, Chris himself used social selling to create Black Marketing, the world’s most recommended LinkedIn marketing agency, and Chris continues to rely on social selling for his business to thrive. Chris is the world’s most recommended LinkedIn marketing masterclass instructor, entrepreneur and founder with 650 LinkedIn recommendations, triple LinkedIn marketing bestselling author, and the only entrepreneur or LinkedIn speaker on the site who is an Official LinkedIn Power Profile seven years running. CEOs, entrepreneurs, and business leaders seek Chris out to gain support with their personal branding, social media presence, employer branding and social selling. In sharing his lessons learned and social selling dos and don'ts, Social Selling Mastery for Entrepreneurs offers an invaluable learning opportunity not to be passed up! In Social Selling Mastery for Entrepreneurs, Chris explains how you, as a business owner and entrepreneur, a CEO, a CMO, or a sales or marketing professional can master social selling. Chris also lays out how LinkedIn, the only business-focused global social media platform, offers an ideal platform for social selling. With LinkedIn's range of tools at your disposal for building your brand, releasing content, and connecting you with its 600 million-plus business professional users, Chris teaches you how to harness all LinkedIn offers so that you can build your own social selling machine and keep it going at high speed for years to come. In Social Selling Mastery for Entrepreneurs, you'll get a highly developed rendering of social selling, complete with anecdotes from Chris's career so that readers who aren’t familiar with the concept can get on board fast. He then highlights the roles of social research, personal branding, and content marketing, showing how they work interdependently in social selling. Additionally, Chris presents various content marketing strategies, as well as the nuances of content marketing you must consider to get the engagement you are aiming for. He presents a convincing case to get you writing and videoing yourself and putting that content out there because it’s the people who show themselves to be thought leaders and experts that enjoy the greatest success in social selling.
Are (global) brands dead? Does marketing still matter? Is there still a "secret sauce” companies can apply to build winning brands in the future? Chris will show why great marketing is so much more than pretty pictures and Silicon snake oil. In his first book: ”MARKETING is FINANCE is BUSINESS” (published Dec 18), you will discover the rocket science behind the creation of marketing miracle$ in the galactic age upon us, in 4 stages 1) Look up: how to change our mindset from Thinking and Accting "Local/Global" to "Galactic" 2) Get your basic wings to fly: Understand the key historical models used in marketing and finance - the ones BOTH the CMO and CFO should know 3) (Re)Discover Burggraeve's 8 Marketing Fundamentals 4) Speak Better Wall Street - discover Alpha M - the world's first ever marketing model
Now in paperback: For decades the world has credited renowned explorer Sir Edmund Hillary with being the first person to reach the peak of Mount Everest. But was he? Evidence to the contrary arrives one day on the doorstep of Chris Elliott--an anonymous package that contains the diary of his Great Uncle Percy Brackett Elliott, an adventurer (and raving loony) who mysteriously disappeared decades ago while climbing Everest. The diary seems to indicate that Percy--not Hillary--was the first person to reach the peak. By retracing Percy's journey, Chris believes he will be able to uncover the mystery behind his disappearance and perhaps once and for all determine who was really the first person to summit Everest.
Sound Tracks traces the relationships between music, space and identity from inner city 'scenes' to the music of nations, to give a wide-ranging perspective on popular music.
Anita Mountain and Chris Davidson explore the dynamics of organizations and their performance through the lens of Transactional Analysis to enable effective communication at all levels of the organization. TA is particularly accessible and effective because every tool can be illustrated with diagrams and the text uses this principle to provide a balance between theory and practical application. This is a book that offers a comprehensive look at the whole range of aspects that enhance and support relationships within the context of organizations.
From the No.1 International Best Selling Author Chris J Reed, "The Only NASDAQ CEO with a Mohawk!, comes his new book, "Personal Branding Mastery for Entrepreneurs". In it, Chris will tell you all about how you, as an entrepreneur, can develop your personal brand beyond LinkedIn. You are an entrepreneur, your personal brand is what everyone is buying into. Your clients, your shareholders, your employees, your partners, the media...future clients, employees, investors...they are all buying into the power and values of your personal brand. That's why you need to start working on it now. In this new book, Chris will talk from his own personal experience on how he created a personal brand from nothing and knowing no one when he left the UK and came to Singapore to become an Asian entrepreneur. Chris will show how he became the "Only NASDAQ CEO with a Mohawk!" and how this personal brand has transformed his businesses. Chris covers all aspects of personal branding for entrepreneurs including what it is, why you should have it, his personal brand story, ups and downs of having a personal brand, why you need to be more American and less English or Asian in your personal branding. Chris will also cover what elements of his disruptive DNA have enabled him to accentuate his own personal brand in his entrepreneurial journey. Chris also covers how LinkedIn is the foundation for your personal brand but that it should also be communicated everywhere else from your YouTube to your Wikipedia, your thought leadership outside of LinkedIn to winning awards, getting up on stage and speaking to having your own book.Chris will discuss how you dress and how you look affects your personal brand, both positively and negatively, why great entrepreneurs like Richard Branson, Elon Musk, Steve Jobs and Bill Gates all have great but divisive personal brands but without them, their respective companies would be nothing. Chris will also discuss David Beckham, Gareth Emery and Prince and what made their personal brands so effective and influential in succeeding in what they do.Chris will share personal branding tips from The Joker, Breaking Bad, Darth Vader, American Psycho and The Godfather that you can put into putting into practice yourself to enhance your own personal brand.This new book Personal Branding Mastery for Entrepreneurs will give you all the tips, lessons and help that you need as an entrepreneur to create, manage and enhance your own personal brand to enable you to achieve all of your professional objectives.
Organizational Transactional Analysis is a discipline whose focus is on enabling effective communication at all levels of the organization. It looks at development and change from the individual, team, department and organizational levels. This book, and Organizational TA as a whole, operates from an assumption of health - this is a very different approach from other communication methodologies which tend to focus on the problems. TA focuses on building on what is already working, rather than what isn't. From their many years of experience, Anita Mountain and Chris Davidson are convinced that TA offers everyone within the workforce different options on how to relate. Working Together offers up-to-date theory developed by the authors through their extensive knowledge of TA and of the business world. The clear explanations and diagrams in the book outline how you can develop and maintain effective communication and be aware of the processes involved in carrying out decisions and strategies. With chapters on how to apply TA in the workplace Working Together is a down-to-earth yet intelligent read and an important resource for those who wish to improve the quality of relationships and improve productivity. It will be of value to individuals, leaders and managers at all levels. Whether the issue is emotional intelligence, stress, poor communication or different departmental/regional perspectives, this book offers a toolkit of resources to support the people processes aspects of the business.
On the backbenches but still in the thick of it, Decline and Fall runs from Chris Mullin's sacking as a minister by Tony ('The Man') Blair in 2005 to the fall of New Labour in May 2010. Here is politics as it really is: entertaining encounters with constituents and conspirators, tantalising glimpses behind the scenes at the courts of Blair and Brown, all set against the background of the global financial crisis and the great expenses meltdown. Every bit as funny and insightful as his first volume A View From The Foothills, these new diaries provide a snapshot of life in the Westminster village. Preparing to step down after twenty-three years as an MP, Mullin wryly observes 'they say failed politicians make the best diarists, in which case I am in with a chance'.
U.S.A.F. Chief of Staff 2013 Professional Reading List Selection Nearly forty years passed between the Apollo moon landings, the grandest accomplishment of a government-run space program, and the Ansari X PRIZE-winning flights of SpaceShipOne, the greatest achievement of a private space program. Now, as we hover on the threshold of commercial spaceflight, authors Chris Dubbs and Emeline Paat-Dahlstrom look back at how we got to this point. Their book traces the lives of the individuals who shared the dream that private individuals and private enterprise belong in space. Realizing Tomorrow provides a behind-the-scenes look at the visionaries, the crackpots, the financial schemes, the legal wrangling, the turf battles, and--underpinning the entire drama--the overwhelming desire of ordinary people to visit outer space. A compelling story of the pioneers of commercial spaceflight--and their efforts to open the final frontier to everyone--this book traces the path to private spaceflight even as it offers an instructive, entertaining, and cautionary note about its future.
True leadership is more than authority and strength; it's about inspiring. uplifting, and guiding others through life's challenges. In So You Want to Lead, author and leadership expert Christopher E Omoijiade invites you to explore leadership in its most authentic form-beyond the typical traits of control and dominance-as you discover the rare qualities that make leaders truly remarkable, drawing from the lives of history's greatest figures. Leadership is not a position but a way of thinking and living. With insights forged through real-world experience, Chris provides a practical framework for balancing strategy with empathy, turning failure into growth, and mastering the art of resilience. As you will discover, impactful leaders are those who empower others, leading with both heart and mind. Whether you're a new leader or seasoned executive, So You Want to Lead equips you to lead with vision, purpose, and strength-transforming challenges into opportunities for growth. The greatness within you is ready to be awakened!
British Rail was a success. It successfully carried millions of commuters to and from their jobs every day; organised its trunk route services to yield a profit under the brand name ‘Inter-City’; pioneered world-beating research and technological development through its own research centre and engineering subsidiary. It transformed the railway system of Britain from a post-Second World War state of collapse into a modern, technologically advanced railway. It did all this despite being starved of cash and being subjected to the whims of ever fickle politicians. British Rail, A Passenger’s Journey is the story of how all that was achieved, seen from a passenger’s perspective.
Written specifically for non-specialists, this textbook provides a rigorous and engaging introduction to economics in the context of the business world. Striking the perfect balance between theory and practical application, it draws on interesting real-world examples and case studies – from tech companies to football clubs – to demonstrate the relevance of key economic concepts and theories to business. Clear and insightful, it is packed with current data and innovative features to bring the subject to life for students. This edition is thoroughly updated to include coverage of topics such as market failure, austerity, international trade and Brexit. The ideal textbook for undergraduate students studying economics on business and management degrees and for use on MBA courses. New to this Edition: - Up-to-date coverage of important topics - A new appendix on the Aggregate Demand-Aggregate Supply (AD-AS) model in Chapter 9 - A wealth of new case studies and examples, for example, on US trade policy, the challenges involved in the UK leaving the EU, and the money supply in India
SHOCKING, BEAUTIFUL, PROVOCATIVE and WILD A big, bold manifesto covering most of our world's issues, this message feels good and positive overall because it's stacked with solutions that sandwich all problems. It reads easily and surprisingly quickly, yet it constantly challenges you and evokes a wide range of powerful emotion. Recognizing the enormous task of changing beliefs, you feel supported at times through a wild journey and the chapter A Whole World's Dark Night of the Soul offers solid footing in scary territory. This is an impassioned guide to breaking the chains that hold humanity back and an insightful, inciting examination of the juxtaposition between mankind's infinite potential and the limitations imposed by the plutocracy that will leave you vibrating with excitement! SOLUTIONS TO END THE LEFT/RIGHT DEBATE Refreshingly principled non partisan look at politics and the world Our future is our choice. Orwellian squared or freedom. This handbook ignores the rabbit holes and evidences just how moot most of these issues truly are. Taking out the trash from our conversations allows us to focus on the core issues. Socialists, libertarians, anarchists, and fans of democracy alike can all find common ground and answers to valid concerns in this strikingly straightforward set of ideas and strategy. STRIKING DECISIVENESS AND SURPRISING DIRECT ACTION Packing a lot of sense, punch and power to help freedom gain more ground and all of humanity to live happier, healthier lives, The Freedom Handbook also provides fascinating insight into the ideas and thinking of two of today's newest and loudest voices for freedom Luke Denis and Chris Hampton, co-founders of the new controversial media channel Incite Insight.
What does it mean to shine your light? Thirty transformational leaders share their personal stories and practical advice. You can make a difference in the world, and Shine Your Light: Powerful Practices for an Extraordinary Life will show you how. With wisdom from well-known contributors including New York Times–bestselling authors Janet Bray Attwood, Marci Shimoff, and Chris Attwood, you’ll find practical advice and tools for overcoming adversity, consciously creating the life you’ve always wanted, and making a positive impact on the lives of others. Here you will find engaging personal accounts punctuated with humor, deep insight, and heart-centered wisdom. You’ll be empowered with the knowledge and motivation to create a life of abundance, happiness, health, and love. Covering topics from personal tragedy to relationships to personal transformation, this international team of authors will show you how to finally overcome some of life’s challenges and live the life you were destined for.
When two people meet in the most dangerous county jail in the world, a bond is formed. Women, drugs and betrayal become the center of their world. Lives are taken and lives are started. Watch melrah and his crew leave the city of 8 million stories with nothing but determination and a dream and become some of the most vicious hustlers Connecticut ever seen. Living day to day is the life of all hustlers but few take it to that next level but melrah is determine to take it there. Will he be caught in the web of the game? Because we all know the game could never love you back. Hec is loyal to the game but will the game be loyal to him with all the money and power that he has? On their way to the top they must overcome crooked cops, stick up kids disloyalty and jealousy all the while staying true to eachother. The team needs to be able to bypass lies, lust, murder and the worstsnitches. T-nills keeps a secret under his hat that could end a friendship as well as lives. Being Melrahs right hand man is he ready to give his life up for the crew or is he caught in the ways of harlem? Marisol has it all but like every other female, she has an itch that needs to be scratched as she breaks the number one rule that can cause her life to be cut short. they came from Harlem will take you on a day to day rollercoaster ride of a hustlers life. As you read this book you will undeniably want more. If you like fast women, drugs and murder, they came from Harlem will have you up all night trying to figure out who killed who and who did what. With the feds on their tail and corrupt cops on the take, love who loves you but trust no one..
Anyone who has ever wondered where Dorothy's ruby slippers, George Washington's teeth, or the world's largest olive are located will be thrilled to take this journey to find hundreds of the most important items from America's popular culture. Found in such major institutions as the Smithsonian and the Basketball Hall of Fame as well as in such offbeat collections as the Sing Sing Prison Museum and the Delta Blues Museum, these pop culture treasures include the most famous—and quirkiest—items from movies, crime, TV, sports, music, history, and America's roadside attractions. The Ruby Slippers, Madonna's Bra, and Einstein's Brain is divided into the following chapters: American Curiosities, Roadside Relics, Historic Artifacts, Criminal Remains, Celebrity Antiquities, Movie and Television Keepsakes, Music Mementos, and Sports Memorabilia. There's even a list of the Top Ten Missing in Action Pop Culture Artifacts. Some of the most fascinating treasures found in the book include: The Cardiff Giant Thomas Edison's Last Breath World's Largest Ball of Twine George Washington's Teeth Lizzie Borden's Axe John Wilkes Booth's Thorax Watergate File Cabinet Abraham Zapruder's Camera Tom Thumb's Wedding Cake Casablanca Piano Easy Rider Motorcycle Jimi Hendrix's Woodstock Guitar Elvis Presley's Report Card Paul "Bear" Bryant's Hat Miracle on Ice Skates
This text allows students develop their understanding of strategic HR theory and practice through wide ranging industry specific case studies and explanation of all key HR issues.
This book is an introduction to the challenge of modern leadership. Leadership has changed from the traditional perspective to be one which is far broader based, with more expected and asked. Leaders today need to consider their stakeholders, their employees, the communities and society in which they operate, the environment, culture, and trends. The world has changed so much in the last ten years and many are lagging behind in their understanding. At the same time, we are about to witness a change in generations and the question arises as to whether industry is ready to empower and pass on the baton of leadership? The main goals are to help students to understand what will be asked of them as they become leaders. It is aimed to challenge perceptions, thinking, and knowledge. Also, it aims to prepare students to identify how leadership has changed people’s lives and help develop critical thinking about the role of leaders in business and in society.
Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme that will win loyal customers. Demonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic, Creating Customer Loyalty explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic by removing those 'ouch' moments, replacing them with 'wow' experiences, and developing dazzling recovery techniques to create unforgettable stories and positive memories.
This paper reports research on the impact of controls on capital movements on the private capital accounts of countries’ balance of payments using data drawn from 52 countries for the period 1985-92. The results indicate that: (1) capital controls operated by developing countries have not been effective in insulating the private capital accounts of these countries’ balance of payments, and (2) capital controls operated by industrial countries significantly affected the structure of their capital flows mainly by inhibiting net foreign direct and portfolio investment outflows. The results, which are consistent with other observations, raise issues for the policy toward the maintenance and liberalization of controls on capital movements by developing countries.
At this very moment, explorers in some of the most remote and dangerous places on earth, from the deepest parts of the ocean, to the highest mountains, and to outer space are enduring unimaginable hardships to expand our knowledge and save what is truly important. Join former National Geographic Executive Vice President and Chief Science Officer Terry Garcia and nature and cultural photographer Chris Rainier, a National Geographic Explorer, on a journey with some of the world’s most renowned and respected explorers, scientists, astronauts, visionaries, thinkers, and authors as they discuss and share their insights about what motivates them, what is left to explore, and why we should care in The Future of Exploration. Exploration is as old as humankind, but there are still surprises that await us. With technology opening doors that once seemed permanently closed, the twenty-first century will be the greatest age of exploration in our history. Accompanied with awe-inspiring photography, each contributor shares their personal achievements and insight into what the future of exploration looks like from their respective fields, the challenges we face, and possible solutions. Whether delving into the terrestrial, oceanic, or cosmic frontiers, embark on a journey into the uncharted future and be inspired yourself to be a part of the future of exploration.
One Way Or Another is multi-millionaire rock, media and sport mogul Chris Wright’s explosive autobiography. In it, Wright lifts the veil on the wheeling and dealing that propelled his company Chrysalis to the forefront of the pop industry – and how the fortune he made from rock enabled him to buy Queens Park Rangers FC, Wasps Rugby Club and a fistful of radio stations and TV production companies. Chris Wright signed bands like Jethro Tull and Ten Years After who were at the forefront of the British rock invasion of America that took place in the late sixties and early seventies, then went on to embrace punk with Blondie and Billy Idol, New Romantics with Ultravox and Spandau Ballet, 2-Tone stars The Specials and many more. In a life story that reads like a Who’s Who of the rock business, Wright spares no blushes in telling tales of sex, drugs and financial blowouts that made some rich and left others by the wayside. Ever the entrepreneur, Wright remained at the heart of the unfolding story that has become the contemporary entertainment industry, subsequently taking the Chrysalis brand into TV and radio. But his story goes beyond success in media and entertainment. In later years, Wright went on to own premiership football club Queens Park Rangers and rugby giants Wasps. Interwoven with a personal narrative that has all the twists and turns of a best-selling novel, One Way Or Another is a remarkable, truly gripping story of life at the top.
Leisure has always been associated with freedom, choice and flexibility. The week-end and vacations were celebrated as 'time off'. In his compelling new book, Chris Rojek turns this shibboleth on its head to demonstrate how leisure has become a form of labour. Modern men and women are required to be competent, relevant and credible, not only in the work place but with their mates, children, parents and communities. The requisite empathy for others, socially acceptable values and correct forms of self-presentation demand work. Much of this work is concentrated in non-work activity, compromising traditional connections between leisure and freedom. Ranging widely from an analysis of the inflated aspirations of the leisure society thesis to the culture of deception that permeates leisure choice, Rojek shows how leisure is inextricably linked to emotional labour and intelligence. It is now a school for life. In challenging the orthodox understandings of freedom and free time, The Labour of Leisure sets out an indispensable new approach to the meaning of leisure. Chris Rojek is Professor of Sociology and Culture at Brunel University. In 2003 he was awarded the Allen V. Sapora Award for outstanding achievement in the field of leisure studies.
The Big 50: Cincinnati Reds is an amazing, full-color look at the 50 men and moments that made the Reds the Reds. Experienced sportswriters Chad Dotson and Chris Garber recount the living history of the Reds, counting down from No. 50 to No. 1. Big 50: Reds brilliantly brings to life the Reds remarkable story, from Johnny Bench and Barry Larkin to the roller coaster that was Pete Rose to the team's 1990 World Series championship and Todd Frazier's 2015 Home Run Derby win.
The author characterizes the book as a memoir, entitled, Notable Encounters. As such, he has diligently documented his recollection of dozens of memorable special people that he enjoyed the unique opportunity of meeting over the years of his professional experiences. Many of the names of those whom he had the pleasure of meeting are easily recognized, while others are introduced to the reader for the first time. Beyond identifying and characterizing his meeting opportunities and the interaction with those encountered, he has for the benefit of the reader, provided an in-depth biographical background summary of each personage. As such, his treatise serves also to recall history, significant times and events in many instances. A number of those whom he had the pleasure of meeting became friends for life, while other introductions were the first and last. An interesting perspective that he also introduces in the opening of his writing is one of the history and importance of the handshake. He characterizes that virtually every encounter, greeting, or meeting between two people is initiated with a handshake. The handshake, a practice that has existed in some form or another for thousands of years, most often engaged upon an initial meeting or greeting. The purpose of clasping hands""to convey trust, respect, balance, and equality. Join Chris Adams in encountering, exchanging handshakes and engaging some noteworthy and incredible personalities along his life's journey.
Welcome to the real seventies, where the hair is shaved, the music is funky and the football is violent. Chris Brown was right there in the thick of the action. With his regulation haircut, clip on braces, shrunk Levis and bovver boots, he had the look every self-respecting bovver boy could not be seen without. This is the most amazing story of the most maligned decade in British history. It tells of adrenaline-packed Saturday outings, Tonik suits, aggro on the terraces, funk on the dancefloor and Johnny Rotten inside your head.
For the first time, readers will experience America’s gravest crisis through the eyes of the five former presidents who lived it. Author and historian Chris DeRose chronicles history’s most epic Presidential Royal Rumble, which culminated in a multi-front effort against Lincoln’s reelection bid, but not before: * John Tyler engaged in shuttle diplomacy between President Buchanan and the new Confederate Government. He chaired the Peace Convention of 1861, the last great hope for a political resolution to the crisis. When it failed, Tyler joined the Virginia Secession Convention, voted to leave the Union, and won election to the Confederate Congress. * Van Buren, who had schemed to deny Lincoln the presidency, supported him in his efforts after Fort Sumter, and thwarted Franklin Pierce's attempt at a meeting of the ex-Presidents to undermine Lincoln. * Millard Fillmore hosted Lincoln and Mary Todd on their way to Washington, initially supported the war effort, offered critical advice to keep Britain at bay, but turned on Lincoln over emancipation. * Franklin Pierce, talked about as a Democratic candidate in 1860 and ’64, was openly hostile to Lincoln and supportive of the South, an outspoken critic of Lincoln especially on civil liberties. After Vicksburg, when Jefferson Davis’s home was raided, a secret correspondence between Pierce and the Confederate President was revealed. * James Buchanan, who had left office as seven states had broken away from the Union, engaged in a frantic attempt to vindicate his administration, in part by tying himself to Lincoln and supporting the war, arguing that his successor had simply followed his policies. How Abraham Lincoln battled against his predecessors to preserve the Union and later to put an end to slavery is a thrilling tale of war waged at the top level of power.
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