The best-selling front-line customer service book ever published is now better than ever. More than a decade after the debut of Delivering Knock Your Socks Off Service, this newly revised edition introduces readers to the next generation of first-class service strategy. Applying the winning Knock Your Socks Off formula to the new demands of 21st-century business, the third edition features all-new chapters on Delivering Knock Your Socks Off E-Service, Creating Trust with Your Customer, and Service Recovery Expectations, plus new and updated stories, real-world examples, and new illustrations by cartoonist John Bush.

With their potential for vicious customer backlash and devastating sales drops, Internet privacy infractions--such as selling e-mail lists and personal data or operating an insecure site where credit-card or competitive-pricing information can be stolen--have become deadly serious business concerns.

Statistical Tools in Finance and Insurance presents ready-to-use solutions, theoretical developments and method construction for many practical problems in quantitative finance and insurance. Written by practitioners and leading academics in the field, this book offers a unique combination of topics from which every market analyst and risk manager will benefit.

Blending the theoretical with the practical in the instruction of modern algebra, Modern Algebra with Applications, Second Edition provides interesting and important applications of this subject—effectively holding your interest and creating a more seamless method of instruction. Filled with in-depth insights and over six hundred exercises of varying difficulty, this invaluable text can help anyone appreciate and understand this subject.

Today's richest market is the New Customer Majority: middle-aged and older adults who make up the biggest percentage of the buying public. Never before have adults 40 years and older been in the majority. Understanding this population and persuasively selling to it require a new kind of marketing research arsenal.

For the first time, fifty of the most important life-changing works in one volume!
Thousands of books have been written offering the ‘secrets’ to personal potential, fulfillment, and happiness: how to walk The Road Less Traveled, Win Friends and Influence People, or Awaken the Giant Within. But which are the all-time classics? Which ones really can change your life?

This book's organizing principle is the interplay between groups and rings, where “rings” includes the ideas of modules. It contains basic definitions, complete and clear theorems (the first with brief sketches of proofs), and gives attention to the topics of algebraic geometry, computers, homology, and representations. More than merely a succession of definition-theorem-proofs, this text put results and ideas in context so that students can appreciate why a certain topic is being studied, and where definitions originate. Chapter topics include groups; commutative rings; modules; principal ideal domains; algebras; cohomology and representations; and homological algebra. For individuals interested in a self-study guide to learning advanced algebra and its related topics.

Hard to believe anything other than luck and maybe fate, never mind a book, can make someone fall in love with you, but oddly enough, Leil Lowndes seems to offer the advice that can do just that in How to Make Anyone Fall in Love with You. The sensation of falling in love comes from a chemical secreted by the nervous system, phenylethylamine (or PEA, as Lowndes calls it, as in "Scientists tell us only PEA-brained people fall in Love"), and the trick is to trigger the manufacture of PEA in your potential love partner, giving him or her the sensation of being in love. Lowndes offers 85 techniques for "Hunters and Huntresses" to capture their "Quarry." Much of what the book offers is common sense--the power of eye contact and compliments--but it's presented in a new way and with such detail that it seems that it can't help but work.

All strategy consulting hopefuls must master the case interview. This WetFeet Insider Guide provides tips on surviving the case interview; an explanation of the different case types, with classic examples of each; seven practice case questions you can use to practice applying your new skills; detailed examples of how to answer each type of case question, including sample interview scripts.

Spider-Man 3 allows players to experience the actions of heroic red-suited Spider-Man and, for the first time ever, his darker, more mysterious black-suited persona. Set in a larger, dynamic, free-roaming New York City, the game gives players the freedom to choose their own gameplay experience through multiple movie-based and original storylines, fully integrated city missions and performance rewards including improved speed, combat maneuvers and agility. In Spider-Man 3, players draw upon Spider-Man's completely revamped combat abilities as they protect the city and defeat nemeses using expanded aerial fighting, finishing moves and dynamic webbing during missions and epic boss battles.

When it comes to pinpointing the stuff you really need to know, nobody does it better than CliffsNotes. This fast, effective tutorial helps you master core grammar, usage, and concepts – from parts of speech, punctuation, and clauses to common sentence errors, misused words, and the elements of style – and get the best possible grade.
At CliffsNotes, we're dedicated to helping you do your best, no matter how challenging the subject. Our authors are veteran teachers and talented writers who know how to cut to the chase – and zero in on the essential information you need to succeed.

Everything you need to know about starting and growing your own business, from USAToday.com's small business columnist, Steven D. Strauss.
Entrepreneurship has many potential rewards, and also carries unique challenges. Learn what works and what doesn't, along with scores of tips and hints in an easy-to-read compendium from one of the nation's foremost authorities on small business.

An excellent book giving the precise information needed for Project Managers to carry out their day-to-day duties. 133 pages of valuable info containing a step by step description/guide of the role of a PM and the activities he/she is responsible for. This book is more relevant for people with Project Management experience rather than anyone just starting the profession. Some Operations managers could learn a thing or two if they read it; especially when they steal our valuable resources and don't realise the consequences of their actions. It is also relevant for people in the Sales profession who sell projects with particular reference to the IT environment.