This little book is full of stories about people and businesses that cause customers to fall in love--tales brought together in order that they may serve as an inspiration to raise standards of customer service throughout the U.K.

The Customer Service Pocketbook is for everyone who contributes, directly or indirectly, to giving the customer excellent service. This third edition has been fully revised to reflect the changes in responding to customers' needs via a variety of different channels, including social media. The book covers why good service matters, listening skills, how to turn complaints into opportunities, effective communication methods and much more. The importance of setting standards, measuring customer service and mystery shopper programmes is discussed. Recognising and respecting internal customers is also addressed and there are case studies, checklists and an action planning section.

Practical and proven masterclasses for simple and effective small business marketing This straightforward, practical book cuts through the morass of marketing theory to reveal the practical steps that small businesses can take to achieve phenomenal marketing results. Presenting fifteen comprehensive masterclasses, marketing expert Dee Blick presents easy-to-understand and easy-to-implement strategies to increase sales, prevent marketing mistakes, and build the foundations of a customer-driven brand. These fifteen comprehensive masterclasses can be implemented immediately, and cover such topics as marketing plans, copywriting, social media marketing, and public relations. Written by successful author and marketing guru who has worked with small businesses for twenty-seven years Includes practical, effective marketing strategies for every small business Appropriate for entrepreneurs, small business owners, and practicing marketing managers When it comes to marketing a small business, success means getting a big impact from a small investment. The 15 Essential Marketing Masterclasses for Your Small Business gives entrepreneurs and small business owners proven strategies for effective, profitable marketing.

Quinn never expected that her best friend’s courageous decision to be a single mother by choice would end up transforming her own life in this poignant novel from USA Today bestselling author Robin Wells. When Quinn Langston’s best friend unexpectedly passes away, Quinn embraces Brooke’s three-year-old daughter Lily and elderly grandmother Margaret as the family she’s always wanted. She’ll do whatever it takes to help them heal, but she didn’t anticipate Lily’s biological father would be part of the plan. Margaret is old-fashioned, though, and she has no compunction about finding a way to reach Lily’s dad, a sperm donor. After all, he's a blood relative, and she believes family should raise family. Zack Bradley doesn't know what to expect when he finds out he has a child. Sperm donors don't usually get to meet their...well, he's not sure what to call Lily yet, but he’s certain he wants to get to know her. There’s just one of problem: he’s about to move to Seattle with his wife, Jessica, who’s undergone multiple infertility treatments, desperately wants a family of her own and can’t stand the idea of Zack playing daddy to another woman’s child. Together, they’ll all learn that the human heart is infinitely expandable and there are many different roads to family.

The four Fielding children are on the run again. Called back to an adventure. They'd hoped was in the past. Drawn into solving a series of carefully placed clue, they are driven across the mighty chateaux of the Dordogne and peaks of the Swiss Alps en route to an explosive finale. Can they work it all out or even 'remember' what might happen in the not so distant future?

Communication in Poultry Grower Relations shows a process used to continuously improve the working relationship between integrators and their growers. A special feature is the "how to" format in which this book details the relationship process so a company and its growers can implement the procedures discussed. The book also provides a comprehensive discussion on the dynamics associated with corporate culture changes. The reader will learn how to manage the resistance associated with each of the five phases of change to successfully implement the improvements in the company-grower working relationship.

Real-life examples from the author's experience illuminate a step-by-step plan that can help entrepreneurial leaders achieve their goals. Entrepreneurial leaders are in need of a practical compass, and this book gives them just that. Combining principles of leadership and entrepreneurship, the guide covers basic concepts and pertinent issues for leaders at all levels and does so in a manner that is at once lively, relevant, and entertaining. Drawing on the best thinking from both business and academia, the book irrefutably demonstrates the connection between skilled leadership and organizational effectiveness and performance. Readers are provided with two easy-to-follow models that are applicable to all types of organizations. The Opportunity Model (Part I) shows exactly how to identify business-generating opportunities, while the Enduring Leadership Model (Part II) outlines the author's unique leadership principles, what he calls "Personal" and "Professional" Leadership. Used together, these two models give today's entrepreneurial leaders the real-life tools they need to succeed. To illustrate what works—and what doesn't—the author takes readers inside the highly volatile beverage industry and shares his greatest successes and failures running Adirondack Beverages, a company that still thrives today based on principles instilled more than 20 years ago.