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The Customer Rules

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The Customer Rules, 9781781251225 (1781251223), Profile Books Ltd, 2013
At a recent family gathering in my home, the grown-ups were trading stories about companies that provide good customer service and those that don't. Out of curiosity, I asked my then twelve-year-old granddaughter, Margot, what she thought were the most important rules for great service. Without a moment's hesitation, she said, "Papi, the first rule is 'Be nice!"*

Out of the mouths of babes! I've spent my whole adult life thinking about service, beginning with teenage stints working in a drugstore and a lumberyard in a small Oklahoma town and culminating in my last corporate position as executive vice president of operations at Walt Disney World, where I oversaw a workforce of forty thousand people, resort hotels with more than thirty thousand rooms, four theme parks, two water parks, five golf courses, a shopping village, a nighttime entertainment complex, a sports and recreation complex, and more operations. Along the way, I held positions that included army cook, banquet waiter, food and beverage control clerk, director of food and beverages for Hilton Hotels (including the Waldorf-Astoria), director of restaurants at a Marriott, general manager of another Marriott, and senior executive at Disney in Paris and Orlando.
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Model Driven Engineering Languages and Systems: 10th International Conference, MoDELS 2007, Nashville, USA, September 30 - October 5, 2007, ... / Programming and Software Engineering)
Model Driven Engineering Languages and Systems: 10th International Conference, MoDELS 2007, Nashville, USA, September 30 - October 5, 2007, ... / Programming and Software Engineering)

This book constitutes the refereed proceedings of the 10th International Conference on Model Driven Engineering Languages and Systems (formerly the UML series of conferences), MODELS 2007, held in Nashville, USA, September 30 - October 5, 2007. The 45 revised full papers were carefully reviewed and selected from 158 initial submissions. The...

Design Patterns in C#: A Hands-on Guide with Real-World Examples
Design Patterns in C#: A Hands-on Guide with Real-World Examples
Get hands-on experience with each Gang of Four design pattern using C#. For each of the patterns, you’ll see at least one real-world scenario, a coding example, and a complete implementation including output.

In the first part of Design Patterns in C#, you will cover the 23 Gang of Four (GoF) design...
JasperReports 3.5 for Java Developers
JasperReports 3.5 for Java Developers
Do you want to create easily understood, professional, and powerful reports from disordered, scattered data using a free, open source Java class library? If your answer is yes, this book on JasperReports is what you are looking for. JasperReports is the world's most popular embeddable Java open source reporting library, providing Java developers...

Going to Extremes: How Like Minds Unite and Divide
Going to Extremes: How Like Minds Unite and Divide
Why do people become extremists? What makes people become so dismissive of opposing views? Why is political and cultural polarization so pervasive in America? Why do groups of teenagers, investors, and corporations take unnecessary risks? What leads groups to engage in such destructive acts as terrorism and ethic cleansing?

In
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CRM Unplugged: Releasing CRM's Strategic Value
CRM Unplugged: Releasing CRM's Strategic Value
Praise for CRM Unplugged

"The authors supply countless examples of companies that have successfully implemented CRM, and show us the way to do the same."
–Philip Kotler
author of Marketing Insights from A to Z

"CRM is no silver bullet, but it is a golden opportunity for companies that...

Queer Theology: Rethinking the Western Body
Queer Theology: Rethinking the Western Body

This book has been several years in the making, and I must thank all those who have worked

on the project over that time. My greatest gratitude is of course to the contributors, to those who have been with the project from the first, and those who joined later, when others had fallen away. To all of them I owe more than it is
...
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