Beyond Loyalty is the powerful and inspiring story of a young man whose life and education were rudely disrupted by the U.S. government's imprisonment of Japanese Americans during World War II. Few Japanese Americans have written so frankly about the humiliation they felt during World War II. Moreover, Kiyota is perhaps the first "renunciant" to share publicly the mental anguish that led to and resulted from his decision to relinquish his U.S. citizenship. Further, as a "kibei nisei"--one of a small group of Japanese Americans who spent part of their childhood in Japan--Kiyota writes from the vantage point of an individual who is at home in two very different languages and cultures. Recent events such as the Gulf War have made it all too clear that there is still much to be learned about democracy's treatment of its ethnic minorities. By putting a human face on issues of constitutional rights that arise in time of crisis, this absorbing account deserves a wide readership.

Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter Score (NPS) claims, author Bob E. Hayes provides compelling evidence that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire customer feedback program (CFP). First, customer loyalty consists of three components, advocacy, purchasing, and retention, each providing unique and useful information regarding future business growth. By measuring these three components of customer loyalty, companies will be better able to manage their customer relationships to maximize growth through new and existing customers. Second, because of the diverse business practices companies can employ with respect to their CFPs, there are hundreds of different ways a company can structure its particular program. Some companies have top executive support for their programs while others do not. Some companies integrate their customer feedback data into their daily business processes while others keep them separate. Some companies use customer feedback results as part of their employee incentive programs while other companies rely on more traditional incentive programs. Still some companies conduct in-depth customer research using their feedback data while others rely on basic reporting of their customer feedback data for their customer insight. But are there critical elements of a customer feedback program that are absolutely necessary for its success? Can a company exclude some elements from its program without adversely impacting its effectiveness? How important are certain components in increasing customer loyalty? This book answers these questions. It is a direct result of the author’s scientific research and professional experience in the field of customer satisfaction and loyalty. This book represents the first scientific study that has tried to identify the best practices of customer feedback programs. Hayes formally collected information from many CFP professionals regarding how they structure their CFPs, and identified specific CFP practices that lead to higher levels of customer loyalty. Additionally, he worked first-hand with employees from Microsoft, Oracle, Harris Stratex Networks, Akamai, and American Express Business Travel in gathering insights and case studies to illustrate how to build a world class CFP. Learn why companies should look beyond the NPS as the ultimate question and learn how to design an effective CFP that will help improve the customer experience, increase customer loyalty, and, ultimately, drive business growth. For those unfamiliar with CFPs, the appendices provide detail on methods used in the main body of the book: a discussion on methods of determining customer requirements (those elements of your business that are important to your customers), a complete discussion on how to write survey questions, and brief discussions on particular statistical analysis methods that can help you understand how customer feedback data are analyzed.

For over 80 years, the National Society of Professional Engineers (NSPE) has been a leader in the promotion of ethical practice within the field of engineering. One of the Society’s greatest contributions is the formation and adoption of the NSPE Code of Ethics. But the code, with its six "Fundamental Canons," is only truly instructive if engineers can bridge the gap between principles and action. Here there is no substitute for personal reflection on the ethical and philosophical issues that underlie the code. If done well, such reflection provides an indispensable basis for moral problem solving. Beyond the Code: A Philosophical Guide to Engineering Ethics is designed to complement the NSPE Code of Ethics by helping readers "go beyond" in their understanding of the philosophical issues bound up in the code. Each chapter addresses one of the Fundamental Canons of the NSPE code, and provides a philosophical analysis of the various parts of each canon by employing contemporary and classical texts. This unique approach to engineering ethics guides students and professionals in their readings of the appended selections to refine their understanding of the code in order to apply it to the practical challenges of today’s engineers. Key Features: Is the first introduction to engineering ethics that helps students understand and apply the NSPE Code of Ethics to engineering practice Includes a Preface from Arthur E. Schwartz, NSPE Deputy Executive Director and General Counsel, and NAFE Executive Director As a hybrid text, includes primary philosophical texts with extensive introductions and guided reading questions from the book’s three authors Offers case studies from the NSPE Board of Ethical Review, allowing students to see a direct connection between the issues discussed in the text and real-world engineering practice Includes the following pedagogical aids: "Key Terms and Concepts" for each chapter "Preparing to Read" sections before each primary source reading "Guided Reading Questions" after each primary source reading "Going Beyond—Our Questions for a Deep Dive" after each case study.

This is part of a series of AMA management briefings which provide concise reports on current trends for professionals. It considers the question of customer satisfaction and customer loyalty, showing how to maximize profitability.

Building upon the fundamental principles devised by Coach John Wooden, Brian D. Biro presents an accessible system for leadership development. With anecdotes, excercises, and Wooden's philosophy, the author captures the essence of Wooden's Pyramid of Success and the secrets behind each of the pyramid's building blocks.