Any organization can win more customers and increase sales if they learn to be more strategic with their customer service.When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty.Strategic Customer Service is a data-packed roadmap that shows you how...

This book examines the lives of the Malay and Cham Muslims in Thailand, Cambodia and Vietnam and examines how they co-exist and live in societies that are dominated by an alternative consensus and are illiberal and non-democratic in nature.Focusing on two major Muslim communities in Southeast Asia, both of whom live as minorities in societies that are not democratic and have a history of hostility and repression towards non-conforming ideas, the book explains their circumstances, t...

Any organization can win more customers and increase sales if they learn to be more strategic with their customer service.When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty.Strategic Customer Service is a data-packed roadmap that shows you how...

Charles Mingus is among jazz’s greatest composers and perhaps its most talented bass player. He was blunt and outspoken about the place of jazz in music history and American culture, about which performers were the real thing (or not), and much more. These in-depth interviews, conducted several years before Mingus died, capture the composer’s spirit and voice, revealing how he saw himself as composer and performer, how he viewed his peers and predecessors, how he created his extraordinary ...

Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right.Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences o...

Treasure Island: A Telling for the New World is an eight-hour audio mini-series, based on the classic by R.L. Stevenson.The adaptation resets the story in the Bayous of Louisiana, the Port of New Orleans, and the Caribbean in 1828. This fully dramatized production stars the voices of Keith David as Long John Silver, John Goodman as Billy Bones, and Glynn Turman as the storyteller, along with members of the Firesign Theatre—David Ossman and Phil Proctor. Th...

With the help of veteran journalists Alan Goodman and John Pollack's The World on a String, young reporters need not spend years struggling in obscurity to land coveted foreign assignments.In fact, technological advances and cost-cutting at major media companies have created unprecedented opportunities for enterprising journalists to succeed abroad as freelance correspondents—stringers—for newspapers, magazines, radio, television, wire services, and Intern...

Beginning in late Edo, the Japanese faced a rapidly and irreversibly changing world in which industrialization, westernization, and internationalization was exerting pressure upon an entrenched traditional culture. The Japanese themselves felt threatened by Western powers, with their sense of superiority and military might. Yet, the Japanese were more prepared to meet this challenge than was thought at the time, and they used a variety of strategies to address the tension between modernity...

A sidesplitting musical about one of the most powerful men of the 20th Century. Learn about his secret love life, his need for personal privacy, and his obsession with knowing the private affairs of others. If you weren’t so busy laughing and humming the tunes, the show might upset you!An L.A. Theatre Works full-cast performance featuring Dan Castellaneta, Ethan Glazer, John Goodman, Kelsey Grammer, Christopher Guest, Rudy Hornish, John Kapelos, David L. Lander, Tom Leopold, Michae...

If you are driving off a cliff, someone telling you to slow down isn't much of a help. (Well, slowing down while you turn in a new direction is likely to be a good idea.) By burning fossil fuels, humanity is now driving itself off a climate cliff toward extinction. We need to completely stop burning "stuff" (fossil fuels, or anything else) for energy. Yet to thrive we really do need lots of energy-in fact, even more than we now are using. This book shows how we can meet both these needs by...

The Pharmaceutical Industry has been undergoing a major transformation since the heady days of 'big pharma' in the 1970s and 80s. Patent expiry, the rise of generics, and the decline of the blockbuster drug have all changed the landscape over the last 10-15 years. It's an environment where products can take 10 years or more to come to market, billions are spent on research and development, jobs are being shed in the western pharma homelands and regulators and the public are more demanding ...

The Philosophy of Modern Song is Bob Dylan’s first book of new writing since 2004’s Chronicles: Volume One—and since winning the Nobel Prize for Literature in 2016.Dylan, who began working on the book in 2010, offers his extraordinary insight into the nature of popular music. He writes over sixty essays focusing on songs by other artists, spanning from Stephen Foster to Elvis Costello, and in between ranging from Hank Williams to ...