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The service industry is the fastest-growing industry in the world, but customer experience levels are lower than ever. To succeed, service organizations must engage in value co-creation, a process that involves customers from the very first steps of innovation. Customers determine the value of the services they receive, and businesses that ignore them pay the price in lost customers. Looking at their business through a customer lens will let business decision-makers identify where their company is failing and take steps to address the core of their customer retention problems. Drawing on her expertise in value co-creation, customer experience, and service innovation, Dr. Fabiola Corvera-Stimeling offers businesses an inside look into the problems in today’s service industry. Readers will review the fundamentals of the industry, including current definitions of terms such as service, customer experience, and value co-creation. Building on this foundation, Dr. Corvera-Stimeling identifies those firms who want to improve their customer experience but lack the know-how to do so effectively. The book identifies common problems companies face, such as lack or misinterpretation of data, communication breakdowns, and internal challenges like silo departments that make agility difficult. Voiceless Customer: Why Customers Leave highlights the desired performance outcomes for both the company and the customer, and it shows organizations how to achieve them by fulfilling their customers’ needs and making their customers feel valuable. In the service industry, creating value with customers is the path to sustainable growth and innovation, and Voiceless Customer: Why Customers Leave shows businesses how to get there.

New! This book is in the same immaculate condition as when it was published 0.97

New Book. Shipped from UK. Established seller since 2000.

Have you ever known anyone who's life changed in an instant, never being the same? Angela Dee takes us on a journey of love, loss, heartbreak, and triumph. Seen through the eyes and told through the words only a mother would know. A must read for a family with a special needs child. "Those who have a voice, must speak for the Voiceless." Leslie Gustafson, LMFT ~Author of Amazing Intimacy ~Fox Denver's Sex and Marriage Therapist So many special needs families feel alone and isolated. Through the pages of Voiceless you will not only find that you are not alone, but I believe that you will also find a friend. Angela shines a light for many walking down a dark and unknown road. Both brave in their own way, Angela and Spencer encourage all of us to live anything but ordinary. Expect to be changed as you read Voiceless. Celeste Barnard, Writer, Speaker, Storyteller

Book is in NEW condition. 0.34

The service industry is the fastest-growing industry in the world, but customer experience levels are lower than ever. To succeed, service organizations must engage in value co-creation, a process that involves customers from the very first steps of innovation. Customers determine the value of the services they receive, and businesses that ignore them pay the price in lost customers. Looking at their business through a customer lens will let business decision-makers identify where their company is failing and take steps to address the core of their customer retention problems. Drawing on her expertise in value co-creation, customer experience, and service innovation, Dr. Fabiola Corvera-Stimeling offers businesses an inside look into the problems in today’s service industry. Readers will review the fundamentals of the industry, including current definitions of terms such as service, customer experience, and value co-creation. Building on this foundation, Dr. Corvera-Stimeling identifies those firms who want to improve their customer experience but lack the know-how to do so effectively. The book identifies common problems companies face, such as lack or misinterpretation of data, communication breakdowns, and internal challenges like silo departments that make agility difficult. Voiceless Customer: Why Customers Leave highlights the desired performance outcomes for both the company and the customer, and it shows organizations how to achieve them by fulfilling their customers’ needs and making their customers feel valuable. In the service industry, creating value with customers is the path to sustainable growth and innovation, and Voiceless Customer: Why Customers Leave shows businesses how to get there.

In April 1824, at the age of thirty-six, George Gordon, sixth Lord Byron, died in a wretched Greek town while fighting for Greece in its struggle for independence. What was it that took this man - brilliant poet, as even his fiercest detractors admitted, rakehell, and gadabout - to so commit his life and his soul to a struggle so far from his native shores?For many of Byron's biographers, Greece represents a mere passage, episodes worthy of mention but empty of meaning. For Stephen Minta, himself a lover of the complexities of this country, Greece - emotionally, physically, creatively - features hugely in any attempt to understand Byron."If I am a poet," Byron wrote, "the air of Greece has made me one." Perhaps unique among his generation, Byron loved Greece the way he found it - a land of sensations, of sun and sea and light, but also a place of irritations, of frustration, duplicity, and cruelty. If his fellow countrymen saw in Greece only antiquities, monuments reinforcing a classical education, Byron saw life in all its aspects: grief and despair as well as delight and sensuality. The people of Greece, in all their variety, drew him in, and eventually he made their cause his own. What began as a tourist's expedition grew into a love affair compelling enough to enlist his fortune - and his life.

Unread book in perfect condition.

Unread book in perfect condition.

Like the prophets and like Jesus, Romero spoke the truth and paid the price. Like Jesus, he testified to the validity of his words by the quality of his deeds, and his testimony in word and deed was faithful until the moment when he offered his life for his people. Because the Archbishop's testimony was so evidently that of the just man of whom the Book of Wisdom speaks, because he was so clearly in the tradition of Jeremiah and Jesus, his words demand our attention: the words he spoke to his countrymen and the words he spoke to us as American citizens. In the complex, tragic, and violent struggle for justice in El Salvador, the Archbishop exemplified what the Latin American bishops at Puebla called a preferential option for the poor. As a pastor he spoke the truth to all in his society, but he spoke with and for the poor...The assassin's bullet will not silence the power of his words, or his witness.

Book is in NEW condition. 0.75

A Voice For The Voiceless Indigenous Soul Movement - CD 039848305022

On June 15, 1888, a mere ninety-nine days after ascending the throne to become king of Prussia and German emperor, Frederick III succumbed to throat cancer. Europeans were spellbound by the cruel fate nobly borne by the voiceless Fritz, who for more than two decades had been celebrated as a military hero and loved as a kindly gentleman. A number of grief-stricken individuals reportedly offered to sacrifice their own healthy larynxes to save the ailing emperor. Frank Lorenz Müller, in the first comprehensive life of Frederick III ever written, reconstructs how the hugely popular persona of “Our Fritz” was created and used for various political purposes before and after the emperor’s tragic death. Sandwiched between the reign of his ninety-year-old father and the calamitous rule of his own son, the future emperor William II, Frederick III served as a canvas onto which different political forces projected their hopes and fears for Germany's future. The book moves beyond the myth that Frederick’s humane liberalism would have built a lasting Anglo-German partnership, perhaps even preventing World War I, and beyond the castigations and exaggerations of parties with a different agenda. Surrounded by an unforgettable cast of characters that includes the emperor’s widely hated English wife, Vicky―daughter of Queen Victoria―and the scheming Otto von Bismarck, Frederick III offers in death as well as in life a revealing, poignant glimpse of Prussia, Germany, and the European world that his son would help to shatter.

Mexico’s indigenous people speak a number of rich and complex languages today, as they did before the arrival of the Spanish. Yet a common misperception is that Mayas have no languages of their own, only dialectos, and therefore live in silence. In reality, contemporary Mayas are anything but voiceless. Chiapas Maya Awakening, a collection of poems and short stories by indigenous authors from Chiapas, Mexico, is an inspiring testimony to their literary achievements. A unique trilingual edition, it presents the contributors’ works in the living Chiapas Mayan languages of Tsotsil and Tseltal, along with English and Spanish translations. As Sean S. Sell, Marceal Méndez, and Inés Hernández-Ávila explain in their thoughtful introductory pieces, the indigenous authors of this volume were born between the mid-1970s and the mid-1990s, a time of growing cultural awareness among the native communities of Chiapas. Although the authors received a formal education, their language of instruction was Spanish, and they had to pursue independent paths to learn to read and write in their native tongues. In the book’s first half, devoted to poetry, the writers consciously speak for their communities. Their verses evoke the quetzal, the moon, and the sea and reflect the identities of those who celebrate them. The short stories that follow address aspects of modern Maya life. In these stories, mistrust and desperation yield violence among a people whose connection to the land is powerful but still precarious.Chiapas Maya Awakening demonstrates that Mayas are neither a vanished ancient civilization nor a remote, undeveloped people. Instead, through their memorable poems and stories, the indigenous writers of this volume claim a place of their own within the broader fields of national and global literature.

From one of America’s most inspiring political leaders, a book about the core truths that unite us, and the shared values that will see us into the future. Known for bringing a voice to the voiceless, Senator Kamala Harris is committed to speaking the truth. The daughter of immigrants, she was raised in a community that cared deeply about social justice and, growing up, Harris herself never hid her passion for doing what is right.Throughout her career, from starting out as a prosecutor right up to her position as California’s Attorney General, and now as a US Senator, her hallmarks have been applying a holistic, data-driven approach to the thorniest issues, whether it’s taking on the big banks or rejecting stale ‘tough on crime’ rhetoric as presenting a series of false choices. Neither ‘tough’ nor ‘soft’ but smart on crime became her mantra. Being smart means learning the truths that can make us better as a community, and supporting those truths with all our might. Through the arc of her own life, Harris communicates a vision of shared struggle, shared purpose, and shared values and grapples with complex issues that affect America and the world at large, from health care and the new economy to immigration, national security, the opioid crisis, and accelerating inequality. By reckoning with the big challenges we face together, drawing on the hard-won wisdom and insight from her own career and the work of those who have most inspired her, Kamala Harris offers in The Truths We Hold a master class in problem solving, crisis management, and leadership in challenging times.

Toward the Setting Sun chronicles one of the most significant but least explored periods in American history, recounting the little known story of the first white man to champion the voiceless Native American cause.Son of a Scottish trader and a quarter-Cherokee woman, Ross was educated in white schools and was only one-eighth Indian by blood. But as Cherokee chief in the mid-nineteenth century, he would guide the tribe through its most turbulent period. The Cherokees' plight lay at the epicenter of nearly all the key issues facing a young America: western expansion, states' rights, judicial power, and racial discrimination. Clashes between Ross and President Andrew Jackson raged from battlefields to the White House and Supreme Court. As whites settled illegally on the Nation's land, the chief steadfastly refused to sign a removal treaty. Only when a group of renegade Cherokees betrayed their chief and negotiated an agreement with Jackson's men was he forced to begin his journey west. In one of America's great tragedies, thousands died during the Cherokees' migration on the Trail of Tears.Toward the Setting Sun retells the story of expansionism from the native perspective, and takes a critical look at the well-rehearsed story of American progress.

Set in a futurist totalitarian England, a country without freedom or faith, a mysterious man in a white porcelain mask strikes back against the oppressive overlords on behalf of the voiceless. Armed with only knives and his wits, V, as he’s called, aims to bring about change in this horrific new world. His only ally? A young woman named Evey Hammond. And she is in for much more than she ever bargained for... A visionary graphic novel that defines sophisticated storytelling, this powerful tale detailing the loss and fight for individuality has become a cultural touchstone and an enduring allegory for current events. Master storytellers Alan Moore and David Lloyd are at the top of their craft in this terrifying portrait of totalitarianism and resistance. This paperback edition collects the classic graphic novel, which served as inspiration for the hit 2008 film from Warner Bros.  

It’s been five years since the infamous sea witch defeated the little mermaid... taking King Triton’s life in the process. Ariel is now the voiceless queen of Atlantica, while Ursula runs Prince Eric’s kingdom on land. But when Ariel discovers that her father might still be alive, she finds herself returning to a world, and a prince, she never imagined she would see again. Will Ariel be able to overthrow the murderous villain set on destroying her home and the world she once longed to be a part of? Follow this tale of power, love and a mermaid’s quest to reclaim her voice.

In the years before the communist coup and the Soviet invasion of Afghanistan, Veronica Doubleday set up home in the ancient city of Herat with her husband, who was researching Central Asian music. At first, her only glimpses of women were as shadows--faceless and voiceless. Gradually, however, she formed friendships with three young mothers who welcomed her into their lives, taught her their customs and music and shared the details of their everyday existence. She witnessed their most personal moments: the births and deaths of their children, their marriages and celebrations, religious holidays, healings, and rituals. After the Soviet invasion in 1979, she lost touch with her friends, but returned to Herat recently, adding another chapter to this poignant story. This edition features a new Preface by [Doubleday].

Janine di Giovanni has spent most of her career—more than twenty years—in war zones recording events on behalf of the voiceless. From Sarajevo to East Timor, from Sierra Leone to Afghanistan, Iraq, and Somalia, she has been under siege and under fire.Along the way she meets Bruno, a French reporter whose spirit and audacity are a match for her own. Their love affair spans nearly a decade and a dozen armed conflicts before they settle in Paris to raise a family. But Janine soon learns that a life lived in war is inevitably haunted. Bruno struggles with physical and emotional pain, and Janine, a new mother and wife in Paris, is afraid for both Bruno and herself and for the work that they do—and doubtful that she can hold their lives together.With stunning scenes of action and heart-wrenching accounts of profound love, personal loss, and redemption, Ghosts by Daylight tells the unforgettable story of a passionate life lived to the fullest.