You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.

A Druid looks at quality control for product and service industries, amplifying from his earlier book Right first time . Some highlights: Quality is a religion, with the same trappings and pitfalls as other religions; humanity can be distorted, but not abolished, by managerial decree and organizatio

A noted attorney gives detailed instructions on winning arguments, emphasizing such points as learning to speak with the body, avoiding being blinding by brilliance, and recognizing the power of words as a weapon.

New York Times bestselling author Lexi Ryan brings you Every Time I Fall, a sexy standalone romance about a woman learning to love herself and the guy who’s loved her all along. He’s my brother’s best friend. The hot guy with the heart of gold I’ve never let myself want. Guys like Dean don’t go for girls like me. Curvy. Thick. A big girl. Whatever label you put on me, I know who I am and what it means. And that’s fine. I’m content to be Dean’s buddy and nothing more. Or so I thought. But when Dean finds out about my bedroom issues and decides to help me fix them, everything changes. He swears there’s no such thing as “bad in bed” and pleasure is all about chemistry. I’m not convinced, but he intends to prove it. With his mouth. With his body. With his dirty texts and whispered promises. I know from the first kiss that I’m going to fall hard. That this can’t last, and the end might break me. But, for these days and nights with Dean, all the hurt might be worth it.

“Can I just be Marissa, please? I want to be hilarious and sexy and smart and insanely knowledgeable about wine.” —Mindy Kaling A fresh, fun, and unpretentious guide to wine from Marissa A. Ross, official wine columnist for Bon Appétit. Does the thought of having to buy wine for a dinner party stress you out? Is your go-to strategy to pick the bottle with the coolest label? Are you tired of choosing pairings based on your wallet, instead of your palate? Fear not! Bon Appétit wine columnist and Wine. All The Time. blogger Marissa A. Ross is here to help. In this utterly accessible yet comprehensive guide to wine, Ross will walk you through the ins and outs of wine culture. Told in her signature comedic voice, with personal anecdotes woven in among its lessons, Wine. All the Time. will teach you to sip confidently, and make you laugh as you're doing it. In Wine. All The Time., you’ll learn how to: • Describe what you’re drinking, and recognize your preferences • Find the best bottle for you budget and occasion • Read and understand what’s written on a wine label • Make the perfect pairings between what you’re drinking and what you’re eating • Throw the best damn dinner party your guests will ever attend • And much more

This book is an invaluable source information for job hunters on preparing for interviews, tests and assessment centres.

The storybook marriage of Gayle Norman and Brent McCauley begins to crumble when fashbacks from the tumultuous past life they shared threaten their present existence and cause them to fight together for a love that will last forever.