This start-to-finish program for addressing the #1 business challenge offers unique and powerful insights into the world of acquiring and retaining customers. Thompson presents a complete guide to planning and implementing customer loyalty processes that really work because they are built around what customers really want.

Rebuild customer loyalty, strengthen customer relationships, and leverage the immense power of customer co-innovation! Harvey Thompson's Who Stole My Customer?? is the world's definitive guide to rebuilding customer loyalty: must-reading in C-Suites and top business schools worldwide. That's no surprise: for decades, Thompson has been the go-to expert for CxOs seeking to optimize their customer growth and retention strategies. Now, in this extensively updated Second Edition, Thompson sharpens his focus on two of the most crucial strategic challenges identified by 1,300+ current CEOs: strengthening customer relationships and promoting innovation. Drawing on his immense enterprise experience, Thompson helps you overcome fundamental corporate culture issues that impede both relationship-building and innovation. Next, he demonstrates how to construct customer-driven business models and management systems that improve retention by systematically involving customers in co-innovation around goals and visions they help define. Who Stole My Customer?? Second Edition helps you identify up-to-the-minute answers to the classic "tough questions" surrounding loyalty: Who's stealing my customers? Why is it happening? How can I stop it? How can I win back lost customers? You'll discover new ways to view business processes through customer's eyes... identify today's real drivers of loyalty... tightly focus relationship investments for maximum value... rebuild touch points around customers' current and future needs. Throughout, updated questions help you apply Thompson's techniques in your competitive environment. Thompson's questions have also been updated to serve MBA or Executive MBA level students more effectively as they seek to add more value in future work assignments.

Rebuild customer loyalty, strengthen customer relationships, and leverage the immense power of customer co-innovation! This text is the world's definitive guide to rebuilding customer loyalty: must-reading in C-Suites and top business schools worldwide. For decades, Thompson has been the go-to expert for CxOs seeking to optimize their customer growth and retention strategies. This edition sharpens the focus on two of the most crucial strategic challenges identified by 1,300+ current CEOs: strengthening customer relationships and promoting innovation. Drawing on the author's immense enterprise experience, this book helps you overcome fundamental corporate culture issues that impede both relationship-building and innovation. It also demonstrates how to construct customer-driven business models and management systems that improve retention by systematically involving customers in co-innovation around goals and visions they help define.

Of the 200,000 years homo sapiens has been wandering this planet, this has to be the most absurd and challenging time to be a man... How can you hunt and gather in an open-plan office? Is monogamy fighting a losing battle against testes size? Why do men make up 95% of FTSE CEOs yet 95% of the prison population? Trapped in bodies barely changed since caveman days, males are now contending with corporate culture, lifelong commitment, rampant depression and crazy expectations to be a success at work and home. Enter award-winning BBC broadcaster and journalist Tim Samuels with Who Stole My Spear? - which stops at nothing to explore how men should actually be living these days. From relationships, religion, and the rise of ISIS, to porn, fatherhood and the oppression of office life. Nothing is taboo: Is it less serious when a man has an affair? Why don’t new parents want boys? Who Stole My Spear? is an inspiring rallying call for men and ‘good masculinity’ which cannot be ignored – that will leave you rethinking much about life’s big questions. And for women who wonder what’s on a man’s mind, this is the book that offers the entertainingly explosive answer.

Pulitzer Prize winner Hedrick Smith’s new book is an extraordinary achievement, an eye-opening account of how, over the past four decades, the American Dream has been dismantled and we became two Americas. In his bestselling The Russians, Smith took millions of readers inside the Soviet Union. In The Power Game, he took us inside Washington’s corridors of power. Now Smith takes us across America to show how seismic changes, sparked by a sequence of landmark political and economic decisions, have transformed America. As only a veteran reporter can, Smith fits the puzzle together, starting with Lewis Powell’s provocative memo that triggered a political rebellion that dramatically altered the landscape of power from then until today. This is a book full of surprises and revelations—the accidental beginnings of the 401(k) plan, with disastrous economic consequences for many; the major policy changes that began under Jimmy Carter; how the New Economy disrupted America’s engine of shared prosperity, the “virtuous circle” of growth, and how America lost the title of “Land of Opportunity.” Smith documents the transfer of $6 trillion in middle-class wealth from homeowners to banks even before the housing boom went bust, and how the U.S. policy tilt favoring the rich is stunting America’s economic growth. This book is essential reading for all of us who want to understand America today, or why average Americans are struggling to keep afloat. Smith reveals how pivotal laws and policies were altered while the public wasn’t looking, how Congress often ignores public opinion, why moderate politicians got shoved to the sidelines, and how Wall Street often wins politically by hiring over 1,400 former government officials as lobbyists. Smith talks to a wide range of people, telling the stories of Americans high and low. From political leaders such as Bill Clinton, Newt Gingrich, and Martin Luther King, Jr., to CEOs such as Al Dunlap, Bob Galvin, and Andy Grove, to heartland Middle Americans such as airline mechanic Pat O’Neill, software systems manager Kristine Serrano, small businessman John Terboss, and subcontractor Eliseo Guardado, Smith puts a human face on how middle-class America and the American Dream have been undermined. This magnificent work of history and reportage is filled with the penetrating insights, provocative discoveries, and the great empathy of a master journalist. Finally, Smith offers ideas for restoring America’s great promise and reclaiming the American Dream. Praise for Who Stole the American Dream? “[A] sweeping, authoritative examination of the last four decades of the American economic experience.”—The Huffington Post “Some fine work has been done in explaining the mess we’re in. . . . But no book goes to the headwaters with the precision, detail and accessibility of Smith.”—The Seattle Times “Sweeping in scope . . . [Smith] posits some steps that could alleviate the problems of the United States.”—USA Today “Brilliant . . . [a] remarkably comprehensive and coherent analysis of and prescriptions for America’s contemporary economic malaise.”—Kirkus Reviews (starred review) “Smith enlivens his narrative with portraits of the people caught up in events, humanizing complex subjects often rendered sterile in economic analysis. . . . The human face of the story is inseparable from the history.”—Reuters

Expert guidance for parents on growing up their kids Psychologist Carl Pickhardt offers insight from his thirty years of experience counseling caregivers on how to navigate the adolescent development process—from eight to eighteen. For most parents, the onset of puberty brings an unexpected, even unwelcome change in their child’s behavior, which can cause bewilderment, confusion, and sadness. Dr. Pickhardt’s comforting and knowledgeable voice points out that not only can growth change many beloved characteristics of their child, but also it can alter dynamics in the relationship. Parents, teachers, and caretakers will find comfort with effective practices to help kids achieve responsible independence from the end of childhood through young adulthood and beyond.