Whether it's cartwheeling naked across a rugby field in front of an audience of one billion (including your dad); playing eleven-minute soft rock tracks on night-shift radio as cover for some adult magazine fumblings; getting your appendix removed to avoid an English lesson; or stealing KISS's groupies and charging the champagne to Gene Simmons'...

Customer experience pioneer Jeanne Bliss shows why “Make Mom Proud” companies outperform their competition. Her 5-step guide to customer experience and culture transformation makes this achievement possible. Bliss urges companies to make business personal to earn ardent fans and admirers, by focusing on one deceptively simple question: "Would you do that to your mother?" “Make Mom Proud” companies give customers the treatment they desire, and employees the ability to deliver it. They turn “gotcha” moments into “we’ve got your back” moments by rethinking business practices, and they enable employees to be part of the solution to fix customer frustrations. Bliss scoured the marketplace seeking companies who excel at living their core values, grounded in what we all learned as kids. She offers a five-step plan for evaluating your current behaviors and implementing actions at every level of the organization. Step 1. “Be the Person I Raised You to Be” Understand how you are hiring, developing and trusting employees to bring the best version of themselves to work. Vail resorts, for example, the world's largest ski resort operator, banned the three words "Our policy is..." from their vocabulary, freeing employees to take spirited actions to deliver "the experience of a lifetime." Step 2. “Don’t Make Me Feed You Soap” Learn the eight key frustrations that bind us as customers (waiting, fear, anxiety, the black hole of no communication, etc.) and how to apply actions from companies who are delivering a seamless, frictionless and easy experience. Step 3. “Put Others Before Yourself” Determine if your focus is on helping customers achieve their goals – and evaluate how that is fueling your growth. Canada's Mayfair Diagnostics, for example, spent over a year studying the emotions of patients entering an imaging clinic, so they could redesign their welcome to deliver warmth and caring over procedure and process. The newly designed clinic achieved profitability in record time. Step 4. “Take the High Road” Learn how companies who do the right thing rise above the competition. Virgin Hotels, for example, named #1 U.S. hotel by Conde Nast Reader's Choice Awards, walked away from price gouging at the mini bar, so you'll never pay more for that Snickers bar than what you'd pay at the corner market. Step 5. “Stop the Shenanigans!” Evaluate your current company behaviors and identify the key actions that you can begin immediately. With 32 case studies and examples from more than 85 companies, this is a practical and easy to follow guide for your experience and culture transformation. Filled with comics to snapshot our experiences as customers, a “mom lens” to reflect continuously on your performance, and a “make-mom-proud-ometer” quiz – the book makes Bliss’s approach accessible and approachable. Join the movement to #MakeMomProud by applying this book across your organization. Whether you're contemplating your company's returns policy, its social media presence, or its big-picture strategy, this approach will help your company anticipate both employee and customer needs, extend patience, and show respect at all times.

Zachary's mom just up and disappeared from their home in Copper Lake, Colorado. The good news is that Zachary and his dad are trying to move on, and Falls, Connecticut is just the place for a fresh start. With the help of a new friend, Rachel, and her brother Teddy, Zachary is learning about new beginnings, the power of forgiveness, and the quirky people that make life interesting.

From Lisa Tucker, the critically acclaimed author of The Song Reader, comes a wise, humorous, and deeply compassionate novel about the risks and rewards of loving when a single day can change our lives. Nineteen years ago, a famous man disappeared from Los Angeles, taking his two children, Dorothea and Jimmy, to a rocky, desolate corner of New Mexico where he raised them in complete isolation in a utopian "Sanctuary." The children grew up with books and encyclopedias, records and a grand piano, but no television, computer, radio, or even a newspaper. Now Dorothea, at twenty-three, is leaving this place in search of her missing brother -- and venturing into the wide world for the first time. Dorothea's search will turn into an odyssey of discovery, leading to the truth of her family's past and the terrifying day that changed her father forever. But Dorothea's journey will also introduce her to an unusual cast of characters, including a homeless girl from Missouri who becomes a jazz singer and a social worker whose mistake in judgment changes her best friend's life. And she will meet Stephen, a doctor turned cabdriver who, after suffering his own losses, has lost his ability to believe in a meaningful world. Together, they have a chance to make a discovery of a different kind: that though a heart can be broken by the tragic events of a day, a day can also bring a new chance at love and a deeper understanding of life's infinite possibilities. Beautifully written, with a spellbinding story, Once Upon a Day is "a lyrically poignant reminder of the necessity of hope" (Publishers Weekly, starred review).

She will do anything to ensure her sister's safety...even marry a man she barely knows. Eliza Fairchild arrived in America from England with her sister and parents expecting to continue her sheltered, upper-class lifestyle in the new country. However, the death of her parents and the cruelty of her guardians leaves Eliza and her sister, Hannah, in a precarious situation. Thomas Flannagan has vowed never to love again after the death of his young wife shortly after their arrival in America. His need for a wife, and his desire to keep the Fairchild sisters safe motivate him to propose a marriage of convenience. Working together to create a home in the wild Kansas prairie brings Thomas and Eliza closer together, but the tender shoots of affection between them are threatened when her sister's past catches up with them. 'Wagon Train Wife' is a Christian historical novel and the first in the brand new 'Walton Valley' series.