Customer service is the competitive battleground for most businesses. This book, by an internationally acclaimed entrepreneur, is a hands-on guide for people who run businesses or work in them, written in a simple jargon-free style. This is an essential handbook for managers, company directors, employees and students. Customer service is simple, focused and about engaging your people first. Feargal's book shows you just how to do this. -- Allen Leighton, Chairman, Royal Mail Listen to customers. Lots of people say this now, but Feargal said it first. He created a wonderful supermarket built around the shopping experience and which became a model for retailers around the world. The book explains how it was done in a simple, clear way. It's a unique story from a unique person. -- Sir Terry Leahy, Chief Executive, Tesco Instinctively and obsessively, Feargal Quinn looks at business the way his customers do: noting the apparently tiny things and drawing from them huge conclusions. No theory is advanced without practical, entirely convincing, examples. And not a single instance of management-speak. The very best businessmen will be the first to welcome this splendid book. -- Sir Martin Sorrell, CEO, WPP

Crowning the Customer

Business & Money

Quinn, Feargal

Management & Leadership

Raphel Marketing, Incorporated

Don Gallegos is on a crusade to to wipe out poor customer services. Businesses do not understand that even though the customer is not always right, wrong customers spend money. This entertaining book shows why businesses should throw away the policy manners and give customers the benefit of the doubt. Don't punish 99% of your customers for the crimes of a small minority. This book shows how putting customer service first encourages tremendous loyalty (and larger profits) from your customer base. This is a must-have book for anyone who deals with customers every day.

Win the Customer, Not the Argument

Gallegos, Don

Industries

Shawna and Thea are working together on a math project for their eighth-grade class. But the numbers don't add up, and they make a startling discovery—the secret room in the basement of Thea's house, an old Vermont inn. The code on the walls makes the girls—and everyone in town—wonder why there was a secret room. Was it part of the Underground Railroad, or perhaps something less, well, heroic? Discovering the truth is harder than they would have thought, especially when the truth is not what you want to hear. This new novel is written for young adults age 10 and up. But readers of every age will enjoy this engrossing tale American history, friendship, family ties, nature, community. These are some of the themes that Beth Kanell explores in this beautifully written and ever-so-timely novel. The Secret Room is at once a superb, young-adult suspense story, and one of the best, and most realistic, literary mystery novels I've ever read. At its heart are two wonderful young friends and not-so-amateur detectives, Thea and Shawna. What they learn about themselves, their community, and their state and country, past and present, will astonish and delight you. The Secret Room is a masterwork in which every sentence is lovingly crafted and written straight from the heart. --Howard Frank Mosher, novelist, author of Disappearances; Where the Rivers Flow North; A Stranger in the Kingdom; Walking to Gatlinburg; and more.

The Secret Room

Literature & Fiction

Kanell, Beth

Genre Fiction

Although teachers have been using the Reading Workshop approach successfully for years, until now there hasn't been a step-by-step guide for implementing the strategies in the upper elementary classroom. Laura Candler's Power Reading Workshop offers an easy classroom-tested method for using Reading Workshop in your own classroom. You'll learn how to motivate readers by providing time for independent reading and reading conferences. As a result, your students will learn to love reading, and you'll improve reading test scores at the same time! In addition, this book includes a dozen Power Tools that allow you to differentiate your reading instruction for all students. The strategies have been thoroughly tested in grades 2 through 6 and will work well at those levels with little modification. Middle School and High School teachers may also be able to use the strategies, but they may need to modify them slightly for their students or their teaching situation. Highlights of Laura Candler's Power Reading Workshop: A Step-by-Step Guide Step-by-step directions for the first 10 days of Reading Workshop How to upgrade your basic Reading Workshop to a Power Reading Workshop How to differentiate reading instruction using the Reading Power Tools A list of suggested books for reading mini lessons Hints for organizing reading instruction Tips for reading aloud to your students Information about how to conduct reading conferences Ready-to-print activity pages to make each step easy-to-implement Customizable online forms Special activities like Book Buzz and Magazine Power Hour How to help students set appropriate reading goals Once again, Laura Candler has created an easy-to-use guide that allows teachers to quickly start and properly implement a Power Reading Workshop. Her lessons provide students with activities that encourage creativity and foster success. Students develop a love for reading, while learning to choose readings that are varied. With the new Common Core State Standards, I am excited to implement this workshop again next year because it fits perfectly with these new standards. --Joelle Eden, 4th grade teacher, --Joelle Eden, 4th grade teacher I cannot tell you how much I have LOVED using the Power Reading Workshop program this year. I will confess that I got very nervous right before our state testing, but the results came in last week, and I am thrilled with the test score results! ALL of my students passed, even the ones that receive special services (such as Early Intervention, RTI, etc.). But what really excites me is how many student scores went up from the Meets category to the Exceeds category! Now you have a Forever Fan in me, Laura! --Jenny Owens, 4th grade teacher, GA I was able to begin using your materials and Reader's Workshop beginning 2nd semester last year. By the end of the 3rd quarter my students were hooked, and so was I. The students who were already readers were, of course, thrilled to have time to read books of their choice. The students who had been less enthusiastic readers turned into kids who asked for reading time, chose to read when they had a spare moment, and who groaned when Reader's Workshop time ended. Wow! What a difference! --Jewelia Oswald, KS

Laura Candler's Power Reading Workshop: A Step-by-Step Guide

Education & Teaching

Candler, Laura

Schools & Teaching

What if your speeches and PowerPoint presentations and web copy could be as entertaining as a blockbuster film? Or as gripping as well-crafted television drama? Or as meaningful as a hit stage play? Here's a start: stop looking at other businesses for ideas and start looking at show business. Connect with your audience. Tell better stories. Express ideas visually. Appeal to emotion. These are just some of the important lessons from acting that can help you communicate more persuasively and effectively. In this fun, practical guide, author Rob Biesenbach offers hundreds of useful insight and tips from both his corporate experience and study of acting and improv. Both business and acting have their share of drama, but Act Like You Mean Business captures their intersection perfectly. Whether writing the About Us section for a website or checking your fear during a crisis, this useful guide offers lots of practical advice and is like having your very own pocket communicator. --Pete Brace, Marketing/Communications Consultant and Former Communications Director, Gatorade --Pete Brace, Marketing/Communications Consultant and Former Communications Director, Gatorade Rob's characteristic savvy and wit come through loud and clear in this insightful and practical handbook for leaders. It's a great read and even greater resource! --Maril MacDonald, Founder and President, Gagen MacDonald I adore this book; it's chock full of very useful advice about how to communicate successfully for business people AND anyone! It should be required reading for every Fortune 500 CEO. --Tim Schellhardt, Senior Vice President, Edelman Public Relations and former Bureau Chief, Wall Street Journal

Act Like You Mean Business: Essential Communication Lessons from Stage and Screen

Biesenbach, Rob

Skills

The customer experience revolution has begun! Businesses that provide an extraordinary customer experience are more profitable and sustainable than their competition. They dominate industries and marginalize competing companies. In their innovative book, The Customer Experience Revolution: How Companies like Apple, Amazon, and Starbucks Have Changed Business Forever; authors Jeofrey Bean and Sean Van Tyne uncover valuable insights about leadership and decision-making. At large and small companies they call Experience Makers, the focus has surpassed products, services, and price toward the purpose-built customer experience and the user experience within it. Customer experience is an all-encompassing term that goes beyond traditional definitions of marketing, customer service, customer satisfaction, and product development. Delivering extraordinary customer experience is becoming more and more important, according to J.D. Power and Associates. We know from the data that people will pay for it, says Gary Tucker. Unique to customer experience books, Bean and Van Tyne capture the key elements of customer experience through interviews with business leaders. The book shows how Starbucks CEO Howard Schultz spearheaded a customer experience strategy using social media that built tremendous customer loyalty. An interview with executive Larry Tesler reveals the leadership qualities of Steve Jobs at Apple and Jeff Bezos at Amazon. It shows how Reed Hastings at Netflix brought down Blockbuster and continues to stay competitive. The book tells the story of Square (founded by Jack Dorsey of Twitter), as well as many other companies, including Intuit, LPL Financial, Skinit, EMN8, IDriveSafely, and more. These profiles of leaders in companies both large and small show the value of creating a complete customer experience ecosystem. Bean and Van Tyne found twelve essential leadership qualities common to the best companies in total customer experience management. They insist that these best practices can no longer be ignored for a company to remain successful. Customer expectations have risen and will continue to change. The Customer Experience Revolution shows why every business needs to make customer experience an integral part of its business strategy. The Customer Experience Revolution is a book that everyone who wants to succeed in business must read. --Todd Robinson, Founder and Former Chairman, LPL Financial Companies that delight their customers outperform their peers. This guidebook tells us why and how they do it in industries as diverse as retailing, smartphones, food service and driver education. I highly recommended it to anyone building a customer-focused business or refocusing an existing business on the experience of the customer. --Larry Tesler, Larry Tesler Consulting, former Vice President and Chief Scientist, Apple Computer

The Customer Experience Revolution: How Companies Like Apple, Amazon, and Starbucks Have Changed Business Forever

Bean, Jeofrey

Tyne, Sean Van

Marketing & Sales

Susannah begins to learn about slavery in the South and the Abolitionist movement in the North, but the issues soon become more than idle gossip. Her father hires Jacob, an escaped slave, to work as a farmhand and live in the Allen's spare room. When tensions explode in her town, Susannah must face how to stand up to prejudice when it's a matter of life or death. The Spare Room is a story appropriate for all readers, ages 10 and up. The Spare Room by Jenny Land is a fast-paced, entertaining and thoughtful novel for young adults, the kind of book I loved to read as a child: not old-fashioned, but timeless, like Harper Lee's To Kill a Mockingbird or the Laura Ingalls Wilder Little House In The Big Woods series. The story is set in Vermont in 1843, almost twenty years before the onset of the American Civil War, during a time when abolitionists in New England were already calling for an end to slavery and escaped slaves from southern states were moving north toward Canada. Land has written a thoroughly engaging book, well grounded in the atmosphere of a time and a place when life was often very hard for families. The Spare Room brings this to the reader with carefully researched detail blended with the captivating energy of Susannah Allen s perceptive view of her world. This is a book that readers of any age will find hard to put down, and impossible to forget.The Spare Room reminds us that the freedom and equal opportunity we take for granted today were achieved only after a time of adversity and division, when many principled Vermonters took a stand. --Reeve Lindbergh, Author Land writes with the magical touch of Laura Ingalls Wilder. --Howard Frank Mosher, Author The Spare Room reminds us that the freedom and equal opportunity we take for granted today were achieved only after a time of adversity and division, when many principled Vermonters took a stand. --Jim Douglas, former Vermont Governor and historian

The Spare Room

Land, Jenny

Laura Candler's Mastering Math Facts - Multiplication &amp; Division: Aligned with the Common Core is a proven method for helping students achieve mastery of multiplication and division math facts. The program includes five components to help all your students become Math Facts Masters: - Alignment with the Common Core State Standards for Math Content and Practice - Lessons and activities to teach foundational multiplication and division concepts - Step-by-step instructions for the motivational system to ensure that every student in your class succeeds - Assessment techniques to keep students on track to achieve proficiency with the math facts - Math games and other strategies to make learning math facts fun Whether you teach third, fourth, or fifth grade, you will find Mastering Math Facts Multiplication &amp; Division the best method to use for teaching the topic and reinforcing struggling students. Everything you need is included in the book reproducibles, patterns, activity sheets, games, and assessment materials. I started the Mastering Math Facts program just a week ago and my kids are already starting to learn the multiplication facts! They are actually excited every day to take the quiz. So easy to get started in the classroom. An awesome product! --Elaine Laws, Third Grade Teacher I have used Mastering Math Facts with both fourth and fifth grade. It doesn't matter how well they know the math facts when we start everyone learns them by December. We do the daily drill using white boards and a weekly fact test on Fridays that's random. A great resource that I use every year. --Tisa Fischer, Fifth Grade Teacher This was, by far, the easiest way to teach multiplication I've ever used. The students had nothing but positive comments, with most of them saying, Now I get it!; This was the first year that my students learned the multiplication facts to 12 by December! --Sharon Manka, Third Grade Teacher

Laura Candler's Mastering Math Facts: Multiplication & Division Aligned with the Common Core

Rock It! Transform Classroom Learning with Movement, Songs, and Stories by Steve Reifman is a groundbreaking book that shows teachers exactly how to make movement, songs, and stories part of their instructional methods every day. Math and English language arts activities are aligned with Common Core Standards to help teachers meet those requirements. Teachers know that students need to be active during the day. Their attention wanders when they are stuck in their seats too long. Rock It! Transform Classroom Learning with Movement, Songs, and Stories by Steve Reifman shows teachers how to use more than 100 activities that include movement, music, and storytelling to instruct students. The activities in Rock it! help students learn concepts in math, English language arts, science, social studies, and health. Other activities use movement for warm-ups, as short breaks during the day, and as a way to build strong classroom bonding at the start of the year. Each activity in the book includes step-by-step instructions, including preparation, procedure, and variations. For grades kindergarten through five, activities can be easily adapted for the age group of the students. Research shows that children learn best when they have multiple ways to process information. Adding movement, songs, and stories from Rock It! to teach the curriculum will have students rocking to the beat of success! Are you a new or experienced teacher who wants to engage and energize your students in a unique way that will enhance their success and self-esteem right now? Then use Rock It! every day because Steve Reifman gives you hundreds of ideas that every teacher loves...practical, brain-friendly, Common Core aligned, and immediately effective. Your classroom will rock with excitement and your students will move and sing their way to excellence. --Pat Wyman, founder, HowtoLearn.com Steve Reifman knows exactly how to get kids energized and motivated about learning. Not only are the children engaged and growing academically, they're also having a blast! It's clear that Reifman knows students. His ideas are developmentally appropriate and support brain-friendly learning. --Erin Klein, teacher and founder of Kleinspiration A must-have book in every classroom that incorporates movement with an educational purpose. In a test-and data-driven society, Steve's ideas bring back the fun necessary to captivate and motivate student learning. --J.D. Hughes, author, PE2 the Max --J.D. Hughes, author, PE2 the Max Steve Reifman knows exactly how to get kids energized and motivated about learning. Not only are the children engaged and growing academically, they're also having a blast! It's clear that Reifman knows students. His ideas are developmentally appropriate and support brain-friendly learning. --Erin Klein, teacher and founder of Kleinspiration A must-have book in every classroom that incorporates movement with an educational purpose. In a test-and data-driven society, Steve's ideas bring back the fun necessary to captivate and motivate student learning. --J.D. Hughes, author, PE2 the Max

Rock It!: Transform Classroom Learning with Movement, Songs, and Stories

Reifman, Steve

Animating Your Career is the exciting new book by filmmaker Steve Hickner, director of The Prince of Egypt and Bee Movie, who has been involved with the development of dozens of major animated motion pictures. Animating Your Career is your guide to navigating the journey of a career in the creative fields -- from getting your foot in the door to directing a project involving hundreds of artistic professionals. The book is filled with practical career advice from Steve and the many top animation creatives he has worked with over the years. Whether you are still in school and awaiting your first job, or are a seasoned professional, Animating Your Career will help guide you to success. Steve has tremendous experience with animation. For me, with zero experience, there couldn't be a better person. He really taught me how to do it. --Jerry Seinfeld An incredible asset to anyone starting out in the field today. --Jeffrey Katzenberg, CEO, DreamWorks Animation Animating Your Career is a road map to making the most of your talents and a must read for anyone seeking to enter the workplace. --Max Howard, producer and animation executive

Animating Your Career

Hickner, Steve

Humor & Entertainment

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