Nick Channer's Books

The Effortless Experience

Conquering the New Battleground for Customer Loyalty

By: Matthew Dixon,Nick Toman,Rick DeLisi

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The Effortless Experience

Conquering the New Battleground for Customer Loyalty

By: Matthew Dixon,Nick Toman,Rick DeLisi

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

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258

Publisher

Penguin

Published Date

ISBN 10

1591845815

ISBN 13

9781591845812

The Challenger Customer

Selling to the Hidden Influencer Who Can Multiply Your Results

By: Brent Adamson,Matthew Dixon,Pat Spenner,Nick Toman

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The Challenger Customer

Selling to the Hidden Influencer Who Can Multiply Your Results

By: Brent Adamson,Matthew Dixon,Pat Spenner,Nick Toman

Four years ago, the bestselling authors of The Challenger Sale overturned decades of conventional wisdom with a bold new approach to sales. Now their latest research reveals something even more surprising: Being a Challenger seller isn’t enough. Your success or failure also depends on who you challenge. Picture your ideal customer: friendly, eager to meet, ready to coach you through the sale and champion your products and services across the organization. It turns out that’s the last person you need. Most marketing and sales teams go after low-hanging fruit: buyers who are eager and have clearly articulated needs. That’s simply human nature; it’s much easier to build a relationship with someone who always makes time for you, engages with your content, and listens attentively. But according to brand-new CEB research—based on data from thousands of B2B marketers, sellers, and buyers around the world—the highest-performing teams focus their time on potential customers who are far more skeptical, far less interested in meeting, and ultimately agnostic as to who wins the deal. How could this be? The authors of The Challenger Customer reveal that high-performing B2B teams grasp something that their average-performing peers don’t: Now that big, complex deals increasingly require consensus among a wide range of players across the organization, the limiting factor is rarely the salesperson’s inability to get an individual stakeholder to agree to a solution. More often it’s that the stakeholders inside the company can’t even agree with one another about what the problem is. It turns out only a very specific type of customer stakeholder has the credibility, persuasive skill, and will to effectively challenge his or her colleagues to pursue anything more ambitious than the status quo. These customers get deals to the finish line far more often than friendlier stakeholders who seem so receptive at first. In other words, Challenger sellers do best when they target Challenger customers. The Challenger Customer unveils research-based tools that will help you distinguish the "Talkers" from the "Mobilizers" in any organization. It also provides a blueprint for finding them, engaging them with disruptive insight, and equipping them to effectively challenge their own organization.

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256

Publisher

Penguin

Published Date

ISBN 10

0698406184

ISBN 13

9780698406186

Jamaica - Culture Smart!

The Essential Guide to Customs & Culture

By: Nick Davis,Culture Smart!

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Jamaica - Culture Smart!

The Essential Guide to Customs & Culture

By: Nick Davis,Culture Smart!

Don' t just see the sights— get to know the people. Laid back, sun-drenched tropical paradise, or hotbed of drug-related crime and violence? Neither stereotype is true. Jamaica suffers from a PR problem, created largely by tabloid headlines written thousands of miles away. The reality is more complex and far more fascinating. Jamaicans have a fire that has been hard to douse. It was burning when their forefathers arrived on slave ships, barely alive after the middle passage, and it was there when they fought the British to a standstill in the Maroon Wars. In the English-speaking Caribbean they have a reputation for being brash, but they also have a warmth that is unmatched. They are unafraid to talk to strangers, they' ll laugh at nearly anything, they' ll discuss and debate with passion, and they' ll let you know it straight. Despite real economic and social problems, this beautiful and invigorating country regularly ranks among the top five happiest nations in the world in the annual Happy Planet Index. Culture Smart! Jamaica takes you beyond the cliché s with a fresh, uniquely well-informed look at of one of the most intriguing countries in the region. Have a richer and more meaningful experience abroad through a better understanding of the local culture. Chapters on history, values, attitudes, and traditions will help you to better understand your hosts, while tips on etiquette and communicating will help you to navigate unfamiliar situations and avoid faux pas.

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163

Publisher

Kuperard

Published Date

ISBN 10

1857335651

ISBN 13

9781857335651

Milwaukee Noir

By: Jane Hamilton,Reed Farrel Coleman,Nick Petrie,Jennifer Morales,Larry Watson,Valerie Laken

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Milwaukee Noir

By: Jane Hamilton,Reed Farrel Coleman,Nick Petrie,Jennifer Morales,Larry Watson,Valerie Laken

In this gritty anthology, fourteen mystery stories show the seedier side of the Wisconsin city beyond beer, butter burgers, and Laverne & Shirley. Akashic Books continues its award-winning series of original noir anthologies, launched in 2004 with Brooklyn Noir. Each book comprises all-new stories, each one set in a distinct neighborhood or location within the respect city. Now, fourteen authors who’ve experienced life in the Cream City share its mysteries in Milwaukee Noir. With stories from: Jane Hamilton, Reed Farrel Coleman, Valerie Laken, Matthew J. Prigge, Shauna Singh Baldwin, Vida Cross, Larry Watson, Frank Wheeler Jr., Derrick Harriell, Christi Clancy, James E. Causey, Mary Thorson, Nick Petrie, and Jennifer Morales. Praise for Milwaukee Noir “Luxuriate in the seedy, wallow in the angry and shiver at the horrors that surely await you around the corner . . . The sheer localness of Milwaukee Noir is superb, and the seediness of many characters here would qualify them for membership in a Tom Waits song.” —Milwaukee Journal Sentinel “A very strong collection of short fiction. . . . A richly textured collection that is, by turns, gripping, thought provoking, and simply entertaining.” —Booklist “The violent, dark stories in this anthology fit the bill perfectly with the intention, as editor Hennessy writes, to be social commentary . . . . Tales by Jane Hamilton and Christi Clancy stand out, evidence that ordinary people can get swept up in hatred, even if they did not start out living with violence, drunkenness, or poverty.” —Library Journal “Milwaukee bookseller and writer Hennessy does justice to the harsher aspects of his hometown in this fine anthology . . . The 14 contributors show that violence is not a prerequisite to crafting a haunting depiction of despair . . . The selections make the different neighborhoods, seedy or otherwise, come to life, even for those who have never set foot in them.” —Publishers Weekly “Fourteen free-wheeling stories document the grit and glory of Milwaukee . . . A nod to Milwaukee’s blue-collar heritage, a frank look at racial disharmony, and a peek at the future make Hennessy’s collection a find for fans of urban noir.” —Kirkus Reviews

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188

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Akashic Books

Published Date

ISBN 10

1617757217

ISBN 13

9781617757211

Lonely Planet Vietnam, Cambodia, Laos & Northern Thailand

By: Lonely Planet,Phillip Tang,Tim Bewer,Greg Bloom,Austin Bush,Nick Ray,Richard Waters,China Williams

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Lonely Planet Vietnam, Cambodia, Laos & Northern Thailand

By: Lonely Planet,Phillip Tang,Tim Bewer,Greg Bloom,Austin Bush,Nick Ray,Richard Waters,China Williams

Lonely Planet: The world's leading travel guide publisher Lonely Planet Vietnam, Cambodia, Laos & Northern Thailand is your passport to the most relevant, up-to-date advice on what to see and skip, and what hidden discoveries await you. Tempt your tastebuds with pho noodle soup in Vietnam, sail past the limestone peaks of Halong Bay, or experience the transcendent tranquility of temples like Angkor Wat; all with your trusted travel companion. Get to the heart of Vietnam, Cambodia, Laos & Northern Thailand and begin your journey now! Inside Lonely Planet's Vietnam, Cambodia, Laos & Northern Thailand Travel Guide: Colour maps and images throughout Highlights and itineraries help you tailor your trip to your personal needs and interests Insider tips to save time and money and get around like a local, avoiding crowds and trouble spots Essential info at your fingertips - hours of operation, phone numbers, websites, transit tips, prices Honest reviews for all budgets - eating, sleeping, sight-seeing, going out, shopping, hidden gems that most guidebooks miss Cultural insights give you a richer, more rewarding travel experience - customs, history, art, music, dance, landscapes, environment, cuisine Over 70 maps Covers Hanoi, Halong Bay, Ho Chi Minh City, Phnom Penh, Siem Reap, Sihanoukville, Vientiane, Luang Prabang, Bangkok, Chiang Mai, Chiang Rai, Golden Triangle and more eBook Features: (Best viewed on tablet devices and smartphones) Downloadable PDF and offline maps prevent roaming and data charges Effortlessly navigate and jump between maps and reviews Add notes to personalise your guidebook experience Seamlessly flip between pages Bookmarks and speedy search capabilities get you to key pages in a flash Embedded links to recommendations' websites Zoom-in maps and images Inbuilt dictionary for quick referencing The Perfect Choice: Lonely Planet Vietnam, Cambodia, Laos & Northern Thailand , our most comprehensive guide to Vietnam, Cambodia, Laos & Northern Thailand, is perfect for both exploring top sights and taking roads less travelled. About Lonely Planet: Since 1973, Lonely Planet has become the world's leading travel media company with guidebooks to every destination, an award-winning website, mobile and digital travel products, and a dedicated traveller community. Lonely Planet covers must-see spots but also enables curious travellers to get off beaten paths to understand more of the culture of the places in which they find themselves. The world awaits! Lonely Planet guides have won the TripAdvisor Traveler's Choice Award in 2012, 2013, 2014, 2015, and 2016. 'Lonely Planet. It's on everyone's bookshelves; it's in every traveller's hands. It's on mobile phones. It's on the Internet. It's everywhere, and it's telling entire generations of people how to travel the world.' -- Fairfax Media 'Lonely Planet guides are, quite simply, like no other.' - New York Times Important Notice: The digital edition of this book may not contain all of the images found in the physical edition.

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996

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Lonely Planet

Published Date

ISBN 10

1787010074

ISBN 13

9781787010079

Performance Lighting Design

How to Light for the Stage, Concerts and Live Events

By: Nick Moran

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Performance Lighting Design

How to Light for the Stage, Concerts and Live Events

By: Nick Moran

A practical guide to the art and technique of lighting for the stage, this book explains the complex mixture of craft, collaboration and creativity behind successful lighting design. The designer paints with light - revealing form and composing a living picture from collections of objects and bodies in a given space. This handbook for professional practice walks you through how to achieve this, from first concept to development of design ideas, planning to realisation and, finally, public performance. Now fully revised, this second edition of Nick Moran's Performance Lighting Design has been brought up to date to consider advances made in the technology used for lighting design for live performance. Alongside this, Moran introduces new concepts and ways of working; includes a section on analysing the finished design; and discusses recent research into contemporary lighting practice, addressing emerging trends, particularly for drama. Combining practical information with aesthetic considerations, Performance Lighting Design is the ideal book for students and practitioners of stage lighting working on the contemporary stage.

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394

Publisher

Bloomsbury Publishing

Published Date

ISBN 10

1350017094

ISBN 13

9781350017092

England & Wales

Walks Planner & Guide

By: David Hancock,Nick Channer

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England & Wales

Walks Planner & Guide

By: David Hancock,Nick Channer

Walking adventures through the British countryside have become all increasingly popular pastime for vacationing Americans. And for trekkers of all ages and abilities this book is heaven sent. It's a combination vacation planner and walking guide for 12 regions across England and Wales.

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228

Publisher

Contemporary Books

Published Date

ISBN 10

0844294853

ISBN 13

9780844294858

Writers' Houses

Where Great Books Began

By: Nick Channer

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Writers' Houses

Where Great Books Began

By: Nick Channer

Part armchair travel, part reference, this is a journey into Britain's impressive literary and architectural heritage and an exploration of how beloved authors drew inspiration from their homes Britain's wealth of historic houses is acknowledged and admired throughout the world, as is its reputation for producing some of the greatest novelists, poets and playwrights of all time. Many of these leading writers lived, worked, and found inspiration in a variety of houses the length and breadth of the land. Offering insight into the daily routines of popular authors, this book looks at several authors' homes, examining how their surroundings affected their works. Among the homes and gardens examined are Agatha Christie's secluded West Country retreat, the Worcestershire country seat that became the model for a grandiose ancestral pile in Evelyn Waugh's enduring novel, Brideshead Revisited, Enid Blyton's much-loved cottage garden in the leafy Thames Valley, the ancient, timber-framed residence in Stratford-upon-Avon where Shakespeare spent his boyhood, and the moated house and garden in East Sussex that inspired the evocative setting for a Sherlock Holmes story.

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ISBN 10

071980664X

ISBN 13

9780719806643

Pub Walks in Berkshire

By: Nick Channer

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Pub Walks in Berkshire

By: Nick Channer

Pub Walks in Berkshire

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ISBN 10

1846741815

ISBN 13

9781846741814

The Thames Valley

By: Nick Channer

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The Thames Valley

By: Nick Channer

A pocket-size collection of fifteen circular walks in the Thames Valley - each based on a local pub serving good food. This work includes routes at Dorchester, Goring, Reading, Wargrave, Cookham, Little Marlow and Eton. It includes maps and photographs.

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Countryside Books (GB)

Published Date

ISBN 10

1846740134

ISBN 13

9781846740138

50 Walks in the Cotswolds

50 Walks of 2-10 Miles

By: AA Publishing,Nick Channer

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50 Walks in the Cotswolds

50 Walks of 2-10 Miles

By: AA Publishing,Nick Channer

This walking guide to the Cotswolds features a variety of mapped walks to suit all abilities, accompanied by background reading on the history and wildlife of the area. The description of each walk includes local points of interest, places to stop for refreshments, a summary of distance, time, gradient, level of difficulty, type of surface and access, landscape, dog friendliness, parking and public toilets.

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AA Publishing

Published Date

ISBN 10

0749573996

ISBN 13

9780749573997

Adventurous Pub Walks in Hampshire and the New Forest

By: Nick Channer

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Adventurous Pub Walks in Hampshire and the New Forest

By: Nick Channer

Features twenty circular walks varying in length between 7 and 12 miles, and based around good local pubs. This book includes routes at Fritham, King's Somborne, Kingsclere, Cheriton, Hambledon and Lepe, along with maps and photographs.

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Page Count

128

Publisher

Countryside Books (GB)

Published Date

ISBN 10

1853068349

ISBN 13

9781853068348

Pub Strolls in Berkshire

By: Nick Channer

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Pub Strolls in Berkshire

By: Nick Channer

Thirty short circular walks based on good local pubs. This book includes routes near Maidenhead, Windsor, Wokingham, Aldermaston, Great Sheford, Newbury and Pangbourne, with maps and photographs.

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ISBN 10

1853067792

ISBN 13

9781853067792

Cotswolds

50 Walks of 2-10 Miles

By: Nick Channer

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Cotswolds

50 Walks of 2-10 Miles

By: Nick Channer

Featuring a variety of mapped walks to suit all abilities, this helpful guide features all the necessary practical details for a successful trip, including information on distance, gradient, level of difficulty, landscape, dog friendliness, parking availability, and restroom locations. Fascinating background on the history and wildlife of each area is provided, and local points of interest are indicated on accompanying full-color maps. All walks are annotated with places to visit along the way--including churches, country houses, museums, villages, and towns--as well as information on local restaurants, tea rooms, and pubs. Revised with new routes and updated maps and information, these guides are your key to experiencing the beauty and variety of the British landscape.

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AA Publishing

Published Date

ISBN 10

0749555947

ISBN 13

9780749555948

Pub Walks in Wiltshire

Thirty Circular Walks Around Wiltshire Inns

By: Nick Channer

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Pub Walks in Wiltshire

Thirty Circular Walks Around Wiltshire Inns

By: Nick Channer

This is a new selection of thirty easy circular walks starting and finishing at a good local pub. It also includes details of the pubs - their menus and range of ales, along with sketch maps and photographs.

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127

Published Date

ISBN 10

185306243X

ISBN 13

9781853062438

Pub Walks in Wiltshire

By: Nick Channer

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Pub Walks in Wiltshire

By: Nick Channer

Features circular walks around Wiltshire, starting and finishing at a good local pub.

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ISBN 10

1846740495

ISBN 13

9781846740497

South Downs and the South Coast

By: Nick Channer,David Halford,David Hancock,Ann F Stonehouse,Peter Toms

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South Downs and the South Coast

By: Nick Channer,David Halford,David Hancock,Ann F Stonehouse,Peter Toms

This exciting new series of family-friendly walk and cycle ride books offers routes all over Britain. Written and researched by experts in their field, the guides are designed to be practical and easy to use for a perfectly planned day out for the whole family. Each guide includes 25 walks and 15 cycle rides with colour photographs throughout showing sites, views and pubs along the route. A full colour map accompanies each walk and cycle and there is practical information such as distance, minimum time and level of difficulty to make sure you make the most of your family day out.

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