The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.
HEART POUND is a collection of short stories, largely of fantasy and/or biography. A war veteran, a baglady, an elderly gentleman, a ventriloquist’s widow, a 19thcentury girl, a business woman, and other diverse characters attempt to deal with life’s provocative circumstances. Ms Bolton‘s early inspiration was Poe‘s The Telltale Heart. Subsequent stimulation came from writing groups with Barbara Follansbee of New York City and New England prize-winning authors, Pat Schneider, Patricia Lee Lewis and Cynthia Kennison.
Catherine Cookson fans will love this heart-warming saga set in Lancashire from The Sunday Times bestseller Ruth Hamilton. You won't want to put it down... "Very much the successor to Catherine Cookson. Her books are plot driven, they just rip along; laughs, weeps, love, they've got the lot, and they're quality writing as well" - Sarah Broadhurst on Radio Four. "Gritty, down-to-earth writing and strong female characters have become the trademarks of her writing" -- Bookworld "I really do not know what to say about this book, it is the most moving story I have ever read. In places it made me laugh, and in many places it made me cry. Absolutely excellent." -- ***** Reader review. "Another excellent book from Ruth Hamilton. I read every night in bed and am always reluctant to switch off my Kindle as I want to know what happens next in the story." -- ***** Reader review. "Ruth Hamilton has exceeded all expectations [-] another successful novel..." -- ***** Reader review. "Really enjoying this book. Can't wait to pick it up again." -- ***** Reader review. ************************** SHE'LL NEED ALL HER STRENGTH TO SURVIVE... Life is tough and conditions are squalid for the residents of Myrtle Street, in the shadow of the Althorpe mills. Joe Duffy, a Bolton tradesman, strives to lift his family out of the 'garden' streets. But as more children are born, Joe's wife Tess sinks deeper into the obsession that will be her undoing. Few people heed her ravings saying that the area is cursed. She is ignored, even as the Myrtle Street tragedies become more frequent and begin to feature in local gossip. It is left to Megan, the third Duffy child to end the curse. When she becomes embroiled in a web of deceit, Megan needs all her strength, talents, and wit in order to survive and ensure her family's stability and the future of the Althorpe cotton mills.
A gripping and heart-warming saga set in Lancashire from the Sunday Times bestseller Ruth Hamilton, perfect for fans of Catherine Cookson. Guaranteed to keep you turning the page... "Very much the successor to Catherine Cookson. Her books are plot driven, they just rip along; laughs, weeps, love, they've got the lot, and they're quality writing as well" - Sarah Broadhurst on Radio Four. "Brilliant! I have read this book so many times I've had to buy 2 paperback copies before finally getting it on KINDLE. This has it all, pathos, humour, tragedy and emotion. I recommend this book and hope you enjoy it as much as I have." - ***** Reader review "One of Ruth Hamilton's finest." - ***** Reader review "Really good read and twist at the end..." - *****Reader review ******************************************************** AS THE WAR SIRENS SOUND, SO THEY BEGIN THEIR OWN BATTLE FOR NEW FULFILLING LIVES... Billy London is a mean, dark, secretive man who is interested only in lining his pockets at the expense of those around him - most especially his wife and daughters. When Ellen, his wife, who has put up with him for years, finds her children threatened, she prepares to fight like a tigress to protect the four girls, to give them the hope of a new and better life and a chance to escape from the evil and oppressive legacy of their father. There is Abigail, clever, ambitious, and with an outer shell of steel that is necessary if she is to survive; Tishy, overwhelmingly lovely, who lives in a world all her own; Marie, brisk, capable, and nearly strong enough to defy her father; Theresa, more wounded, more vulnerable, more damaged by Billy than any of them. As the sirens of 1939 herald the advent of war, so Billy London's girls begin their own battle for new, triumphant, and fulfilling lives.
HEART POUND is a collection of short stories, largely of fantasy and/or biography. A war veteran, a baglady, an elderly gentleman, a ventriloquist's widow, a 19thcentury girl, a business woman, and other diverse characters attempt to deal with life's provocative circumstances. Ms Bolton s early inspiration was Poe s The Telltale Heart. Subsequent stimulation came from writing groups with Barbara Follansbee of New York City and New England prize-winning authors, Pat Schneider, Patricia Lee Lewis and Cynthia Kennison.
This dramatic, heart-wrenching and emotional saga full of twists and turns, leading up to a violent and terrible climax, by the Sunday Times bestselling author Ruth Hamilton is a must - read for fans of Catherine Cookson, Dilly Court and Josephine Cox. "I believe that Ruth Hamilton is very much the successor to Catherine Cookson. Her books are plot driven, they just rip along; laughs, weeps, love, they've got the lot, and they're quality writing as well" -- SARAH BROADHURST, RADIO FOUR 'Couldn't put it down!' -- ***** Reader review 'Loved every last word.' -- ***** Reader review 'The book captures you from the first page.' -- ***** Reader review 'Ruth Hamilton never fails to get my attention from the first page.' -- ***** Reader review **************************************************** WILL LOVE BE ENOUGH TO PROTECT HER? There were only four houses in Paradise Lane, and young Sally Crumpsall lives at No.1. With a father too ill to care for her, and a mother who is to abandon her, she leads a ragged and lonely existence. When - finally - both mother and father have gone, the kindly inhabitants of the Lane, with the help of Ivy, Sally's old and stubbornly aggressive grandmother, decide to raise Sally as best they could. But Paradise Lane is built in the shadow of Paradise Mill - and Andrew Worthington, owner of the mill, looms menacingly over the lives of everyone about him. A corrupt, evil and greedy man, he has totally destroyed his own family, and soon his venom is directed towards Ivy, her friends in Paradise Lane, and finally even young Sally... Only the combined efforts of all who love the young girl will be enough to save her...
From the bestselling author of the Liverpool Trilogy: An “honest look at family dynamics” and “that unique relationship that exists between sisters” (Booklist). During the winter of 1940, five-year-old Anna MacRae is left with twin baby sisters when she loses her mother during their birth. Anna is a gifted child, with a warm personality to match, but not so her sisters—and as they grow, their pranks turn to stealing, bullying and worse, creating an even more difficult life for a motherless daughter. Later in life, much to her dismay, Anna becomes a mother to twins herself. Living with depression in a loveless marriage, she feels like a slave to the two babies. But, even more so, she worries that they will grow to be like the terrible sisters she escaped. While at a new mothers clinic, she meets a young woman who reminds her of herself—alone and unhappy—and she impulsively decides to take her in. It is a reckless act of caring that alters the course of her life and ultimately forces her to make peace with the sisters she left behind.
A gripping and heart-warming saga set in Lancashire from The Sunday Times bestseller Ruth Hamilton, perfect for fans of Catherine Cookson. Guaranteed to keep you turning the page... "These are echoes of Cookson with its story of great homes where dark secrets lurk in the shadows." -- PETERBOROUGH EVENING TELEGRAPH "A thoroughly enjoyable book, rich in gossip and events." -- LIVERPOOL DAILY POST "Another compelling family saga lets you take Bolton with you to the beach!" -- BOLTON EVENING NEWS "[My mother is] loving every minute of reading this enchanting and spellbinding story..." -- ***** Reader review. "BRILLIANT BOOK AS ALWAYS READ ALL THE BOOK IN ONE GO" -- ***** Reader review. ************************** ALL SHE EVER WANTED WAS THE CHANCE TO MAKE A BETTER LIFE FOR HERSELF... Jennifer Crawley, eighteen, leads a strange and lonely life - her days in the spinning room of the cotton mill, her nights with possessive - and slightly mad - Aunt Mavis. When she's offered the chance to work as a servant at Skipton Hall, she sees this as a chance to better herself. Yet the household is as dangerous and weird as the one she left behind. Mrs Sloane, the terrifying housekeeper, takes pleasure in bullying and frightening the young maids; Henry Skipton is an embittered, solitary man who never takes the time to see his invalid wife, Eloise Skipton, who lays bed-ridden, feeding on hatred and plotting vengeance on the man she married. When she first sets eyes on young Jenny, she realizes she has found the perfect weapon for revenge... But Jenny and her friend, Maria Hesketh - her character as fiery as her hair - are determined that they will make something of their lives and succeed in spite of everything...
At the age of 45, Lucy Henshaw has finally left home. Her decision to go has been reached neither lightly nor suddenly, since her marriage has been broken for some eighteen years. However, as the mother of twin sons and a daughter, Lucy has felt it her duty to stay as a couple in the family house she was born in near Bolton, giving her children the security she knows they need. Now that her family is grown, content in the knowledge that she loves them, Lucy decides she is free to leave. She secretly purchases a beautiful house overlooking the Mersey, near Liverpool, and there she plans to start afresh. Within hours, she has met some characters: her new neighbour Moira, who is disabled and dying, and sees Lucy as the ideal new companion for her husband, Richard; Shirley Bishop, built like a battleship and a cleaner extraordinaire, towing her several-inches-shorter husband as a handy gardener behind her; and Dr David Vincent, who is grieving for the loss of his young son. It is soon apparent that Lucy need have no anxieties about being lonely. It is these new friends, too, who come to Lucy’s rescue when her husband Alan, falls ill. Always a wastrel and fraudster who has tried to control her, his illness only seems to offer him another opportunity to complicate Lucy's life all over again. Mersey View is a compelling and gritty novel set in Liverpool, and is a wonderful story, rich with warmth and humour, by a much-loved storyteller at the height of her powers.
If you like Dilly Court and Catherine Cookson, you'll love this emotional and powerful story of revenge and retribution from the Sunday Times bestselling author Ruth Hamilton. "I believe that Ruth Hamilton is very much the successor to Catherine Cookson. Her books are plot driven, they just rip along; laughs, weeps, love, they've got the lot, and they're quality writing as well" SARAH BROADHURST, RADIO FOUR "Probably the most moving story I have ever read" -- **** Reader review "A fantastic read" -- ***** Reader review "Wonderful author" -- ***** Reader review "Loved it" -- ***** Reader review ***************************************************************************** SHE'S VOWED TO TAKE REVENGE, NO MATTER WHAT THE COST... When Bernard Walsh moves his family from Bolton to Liverpool he does not expect the past to pursue him. But Theresa Nolan, consumptive and angry, is bent on revenge and settles within three miles of Bernard's new home, wreaking havoc from the Mersey to the moorlands of Lancashire. Meanwhile, against a backdrop of dissent and violence, two young girls, separated by fate but bound by blood, begin to wend their often troubled way towards the tranquility and comradeship of the Corner House. What does the future hold in store?
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