Product Description
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. The author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard data and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line. ... Read more

Customer Reviews (10)

Likely the best investment you will ever make in creating a service culture.
My first reaction upon learning that John Goodman was writing a book on customer service was much like that of his colleagues at TARP.Why would he want to share so much information, so many examples, such keen insights, and so many valuable tips about how to create a successful customer-focused organization for only $24.95?Wouldn't he be better off saving this expertise for clients willing to pay substantially more?

I think this book says something about John Goodman that I have known for 20+ years - he sincerely cares about customers and the organizations that serve them, and he knows that we can be doing a better job.Why wouldn't we want to?As John notes, "investing in customer service is one of the highest return opportunities in business today."

As the title of the book suggests, Strategic Customer Service is about the big-picture view of the customer as critical to the success of the organization, and how to go about creating an effective service strategy.But John doesn't stop there, as he also covers the tactical aspect of service quite thoroughly.

If you are data-driven, you won't be disappointed.Many customer service professionals, including me, have been using TARP data for years.Now we have much, much more to draw from.In Strategic Customer Service, John answers important questions like:

*For consumer packaged goods and other small-ticket items, what percentage of dissatisfied customers take the time to tell you about their dissatisfaction?(5 - 10 percent, and most of them only to the retailer)
*How about for big-ticket items?(20 - 50 percent will tell a front line representative, but only 1 out of 10 of these dissatisfied customers escalates their complaint to the local manager or corporate office)
*What's the ratio of how many people a customer will tell about a bad experience versus a good experience?(2:1)
*On the Web, how many people hear about a negative experience versus a positive experience?(4:1)
*What percentage of overall customer dissatisfaction is caused by employee attitudes and behavior?(only 20 percent)
*A customer who complains and is satisfied by the complaint resolution is what percent more loyal than a non-complainer?(30 percent)
*By eliminating the need for a callback, first call resolution can decrease costs by what amount?(up to 50 percent)
*And much more...

It is certainly not easy to create and maintain customer loyalty, but if you see this as an imperative for your organization (and how can you not?); you need to read this book.A better guidebook to help you on your journey has never been written.

Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

A Fantastic Customer Service Resource
John Goodman demonstrates a vast knowledge of the Customer Service world with this book. He does an outstanding job imparting the process by which one can create an effective Voice of the Customer to be leveraged for organizational priority-setting. Strategic Customer Service is extremely well-written in that it takes a very difficult(and potentially overwhelming)topic and breaks it down into manageable pieces. This book is based on 30 years of experience and contains a wealth of real-world examples to illustrate his points and make it an enjoyable read.

Especially in Today's Government!
John has done a tremendous job of capturing the enormous value which front line services hold for the organization.This is most often overlooked, especially in the government sector for which I am a long-term observer.I hope my community of practice and others in the public sector will use this to truly add value to what they do and share the ideas presented there with others.My copy is now pretty much all yellow from highlighters, and I cite it often as a reference in speaking to others in government customer service and support.Great job!

Strategic Customer Service is a must read
I have met John Goodman in person, heard him present at a conference, and read his recent book "Strategic Customer Service".He truly practices what he preaches in his book, and provides excellent customer service to everyone he meets. He creates a great 'customer experience' through followup, and has led me to spread a positive message about his brand.This easy yet detailed read is a great book for all customer service or strategy focused people.It was helpful to me as I embarked on a large business transformation process for our customer service organization.

Harness customer feedback into a corporate asset
John Goodman knows what's good for businesses.

It's true.He knows what he's doing.John and his brainiac crew at TARP, have figured out an organizational formula that delivers customer loyalty, satisfied employees, new product research and quantifiable financial results.And now this insightful "how to" book is available for those of us who care to influence positive outcomes for our firms.

John harnesses customer feedback into a corporate asset. He delivers timeless strategies that work for management, the customer, employees and shareholders - good principles tied to the strong financial performance.Readers at all levels can apply his funny stories.

The business case is well presented.Strategic Customer Service is a book that doesn't take itself too seriously and yet it is a serious "how to" book. It's helpful to managers in all parts of the organization - from the strategic executive to tactical goal setter.
... Read more

Product Description
Start with a single shape. Repeat it in some way translation, reflection over a line, rotation around a point and you have created symmetry. Symmetry is a fundamental phenomenon in art, science, and nature that has been captured, described, and analyzed using mathematical concepts for a long time. Inspired by the geometric intuition of Bill Thurston and empowered by his own analytical skills, John Conway, with his coauthors, has developed a comprehensive mathematical theory of symmetry that allows the description and classification of symmetries in numerous geometric environments. This richly and compellingly illustrated book addresses the phenomenological, analytical, and mathematical aspects of symmetry on three levels that build on one another and will speak to interested lay people, artists, working mathematicians, and researchers. ... Read more

Customer Reviews (5)

good summary but tough going
This book provides a very detailed overview of two and three dimensional symmetry types, but for the non-mathematician it can be tough going as the book progresses.

Exquisite and fascinating and informative
Fascinating and thrilling take on finite groups, presented by means of planar and higher-dimensional symmetries.

Presentation will be clear and interesting to laypersons and to mathematicians. Three features distinguish this book from other discussions of symmetry.

First is the inherent interest in the subject. Symmetry is a topic of much greater importance and pervasiveness than most people realize. This book helps us see it in many places we might not think to look, and its classification and analysis is extremely informative and thought-provoking.

Second is the beauty of the examples, which deal with elegant and attractive patterns.

Third is the extraordinarily high production values of the book. The notation for symmetry utilizes different colors in a way that is clear and helpful. The pictures are carefully done. Frankly, this is one of the most beautiful books I've ever owned.

My one complaint is that the corner of the cover of the copy I got from Amazon was a bit bent. It seems like too much trouble to ship it back and get a whole new copy for this, since the text is fine. This is quite unusual for Amazon, however.

In any case, I highly recommend this book for anyone interested in mathematics or even in art, from curious high school students to professional mathematicians.

Come On!?
People selling copies of this for up to $250! Oh Come on! You can buy a new copy here for 1/4 the price. Im all for a nice profit but thats crazy!

Cristal
Very clearly explained and genially illustrated. One has the feeling that one understands the first time in ones life the topics presented -- e. g. the cristalographic groups.

Even the most basic of things can be beautiful
One of the most base concepts of art - symmetry. "The Symmetries of Things" is a guide to this most basic concept showing that even the most basic of things can be beautiful - and addresses why the simplest of patterns mesmerize humankind and the psychological and mathematical importance of symmetry in one's every day life. "The Symmetries of Things" is an intriguing book from first page to last, highly recommended to the many collections that should welcome it.
... Read more

Product Description
A popular explanation of how tax-free medical savings accounts would work. Strippable. ... Read more

Customer Reviews (3)

Completely irrational
This book completely ignores reality in its analysis. Centuries of psychology and history has shown that unfettered free markets don't work. This book describes the perfect plan... if you're an extremely rich and perfectly rational individual. Otherwise, not so much.

Every American should read this book.
Every American and every Congressman and woman should be given this book to read. We are now going through the lefts attack on free enterprise and capitalism. They want us all under a massive centralized government health agency that will destroy the private healthcare industry, raise prices dramatically, lower our medical care quality, and ration healthcare to all Americans. Patient Power demonstrates how everyone in the US can receive excellent and affordable healthcare by empowering individuals and families and returning healthcare to where it belongs to the patient and their doctors.

The best book ever written on health care.
I'm an economist, and have read dozens of books on health care.This is the best book on how to improve our health care system ever written for the lay public. ... Read more

Product Description
For more than 35 years, Oscar Goodman was the country's pre-eminent defense attorney for alleged gangsters. His endless client list included Meyer Lansky, Nick Civella, Anthony Spilotro, Frank Rosenthal, Jimmy Chagra, Natale Richichi, Nicky Scarfo, and Vinny Ferrara, along with many others. Though no further connection between Goodman and the Mafia has ever been proved, the famous litigator has often been accused of being more than just a mouthpiece for organized crime. Was Oscar Goodman only what he claims, an attorney who defended his clients based on the simple principle that they, too, have constitutional rights? And if so, how did he manage to mingle with the mob for decades without becoming part of it? After scores of unlikely courtroom victories, Goodman pulled off an even more unlikely career change. Twice elected mayor of Las Vegas, he went from legal spokesman for the most notorious crime figures of our era to political spokesman for the most notorious city in the country. ... Read more

Customer Reviews (4)

Las Vegas: Mobsters, LegalEagles and Corrupt Politicians
Why do we have such a fascinatiion with the underworld. Why can't we get enough of The Godfather, the Sopranos and a legion of real life mobsters. Why do we glorify them? I don't know -- but it is is a national obsession.

Readers who pick up this book will not be disappointed. Las Vegas the good as well as the ugly that made it are all here in all their gore and corruption.

One fears for the very life of the author - a seasoned observer and chronicler of Las Vegas. But it isn't justa collection of gossip and innuendos,hard facts fly off the book's pages.John Smith's research is impressive - an extensive bibliography and detailed footnotes establish his credibility and prove the mettle of this journalist.

If only his tale were fiction but it isn't. A good read and a story that will linger in your mind - for sure.

Masterful Depiction of the Master of the Game
Demonstrating yet again that he is the best Author ever to raise a pen to Las Vegas, John L. Smith gets uprecedented access to bring us the ultimate biography of the world's most prolific mayor.

Having lived in Las Vegas for 40 years, and as someone who went to grade school with the Author and has dined with the Subject, I couldn't be happier with the product.Only a local boy like Smith would not fall victim to the temptation of cliche, so often thrust in front of us by so many who move to Las Vegas to give us their version of the story.

Smith's perspective is critical to truly understand the dynamic, real life character that is Goodman, as well as the environment of his ascention.Well chronicled here is his first big defense case in Las Vegas, where Goodman's ease at interacting across the tracks to Las Vegas's old, black West Side served him so well.

Fascinating ties of defense cases involving federal court judge assisinations and Philadelphia mob figures will have you understanding why we locals believe "all roads lead to Vegas."

If you want the true story of Vegas, you need go no further than the works of John L. Smith.Required reading for all who aspire to win over the town of no limit.

An inherently fascinating biography
Of Rats And Men: Oscar Goodman's Life From Mob Mouthpiece To Mayor Of Las Vegas is the inherently fascinating biography of Oscar Goodman, a man who deliberately became a pre-eminent defense attorney for alleged gangsters for 35 years. Accused but never proven of being more than a mouthpiece and defense attorney for organized crime, Oscar Goodman somehow managed to successfully defend his clients without becoming part of organized crime itself -- at least according to the voters of Las Vegas who eventually elected him as their mayor twice. Of Rats And Men is very highly recommended reading for anyone with an interest in the history of organized crime in America or who wish to avail themselves of a unique insight into the life and philosophy of an accomplished trial lawyer who specialized in defending members of established crime families.

More Insight from Smith � an eminent authority on the mob
The copious notes and eight pages of bibliography supporting John L. Smith's meticulously researched biographical look at Oscar Goodman, former mob attorney - presently the two-term mayor of Las Vegas, impressed me.

Talk about "insider" information! Smith has long been quoted as a preeminent authority on mob history and "wise guy" relationships. In his book, "Of Rats and Men: Oscar Goodman's Life from Mob Mouthpiece to Mayor of Las Vegas," Smith names a Who's Who of notorious clients, alleged criminal activities, and egregious political innuendoes surrounding the controversial bonds between Goodman and friends. Scared me! While it is obvious the attention-seeking mayor was generous in his interviews with the author, Smith kept me up nights as he interpreted what Goodman would have us believe with his [author's] own extensive background knowledge and investigative prowess. John L. has balls of brass to write as honestly as he does.

Don't let an easy read fool you. This book is a gem for all who follow gaming history, or the Las Vegas / mob connection - to say nothing of government ineptitude (now, that was a hoot!). ... Read more

Customer Reviews (1)

Every American should read this book.
Every American and every Congressman and woman should be given this book to read. We are now going through the lefts attack on free enterprise and capitalism. They want us all under a massive centralized government health agency that will destroy the private healthcare industry, raise prices dramatically, lower our medical care quality, and ration healthcare to all Americans. Patient Power demonstrates how everyone in the US can receive excellent and affordable healthcare by empowering individuals and families and returning healthcare to where it belongs to the patient and their doctors. ... Read more

Product Description
John of Gaunt (1340 -99), Duke of Lancaster and pretender to the throne of Castile, was son to Edward III, uncle to the ill-starred Richard III and father to Henry IV and the Lancastrian line. The richest and most powerful subject in England, a key actor on the international stage, patron of Wycliffe and Chaucer, he was deeply involved in the Peasant's revolt and the Hundred Years War. He is also one of the most hated men of his time. This splendid study, the first since 1904, vividly portrays the political life of the age, with the controversial figure of Gaunt at the heart of it. ... Read more

Customer Reviews (2)

Informative but boring
If you are desperately seeking information about John of Gaunt, then this is one of the few sources for it. The book does have a lot of information, but it is incredibly boring to read. Not really surprising, since most of the info seems to have been gotten from account books and inventories. The majority of the book reads along the lines of "On December 6th, 1373, he was at Pontefract castle with his wife. He wore a red shirt with silver buttons. Two months later he was back at the Savoy, apparently without his wife. He wore green hose and a black tunic." (It should be noted that I just made up that passage, but by my truth, that is how it sounds.) If you have a deep interest in John of Gaunt, then I recommend this book for you.

Now the classic work on John of Gaunt
John, Duke of Lancaster, was the son of Edward III, father of Edward IV, uncle of Richard II, and himself the pretender to the throne of Castile. He was also the richest and most powerful subject in England for most of his life -- and probably the most deeply and widely hated. He was certainly the principal target of the Peasants' Revolt of 1381. A key player in the Hundred Years War, he was also on close terms with John Wycliffe and Geoffrey Chaucer. John's controversial career is thus at the very heart of English society and European politics during one of the nation's most turbulent periods, and this semi-scholarly and authoritative examination of the duke's mental processes, institutional goals, and dynastic ambitions is very useful to the understanding of England on the brink of a three-generation civil war. ... Read more

Product Description
Webster's bibliographic and event-based timelines are comprehensive in scope, covering virtually all topics, geographic locations and people. They do so from a linguistic point of view, and in the case of this book, the focus is on "John Goodman," including when used in literature (e.g. all authors that might have John Goodman in their name). As such, this book represents the largest compilation of timeline events associated with John Goodman when it is used in proper noun form. Webster's timelines cover bibliographic citations, patented inventions, as well as non-conventional and alternative meanings which capture ambiguities in usage. These furthermore cover all parts of speech (possessive, institutional usage, geographic usage) and contexts, including pop culture, the arts, social sciences (linguistics, history, geography, economics, sociology, political science), business, computer science, literature, law, medicine, psychology, mathematics, chemistry, physics, biology and other physical sciences. This "data dump" results in a comprehensive set of entries for a bibliographic and/or event-based timeline on the proper name John Goodman, since editorial decisions to include or exclude events is purely a linguistic process. The resulting entries are used under license or with permission, used under "fair use" conditions, used in agreement with the original authors, or are in the public domain. ... Read more

Customer Reviews (2)

I think this is two, two, two books about Miro in one...
At a school sleepover Cecilia is puzzled when her teacher says "you're wrapped in a Miro!You're sure to have sweet dreams."The next morning Cecilia learns a Miro is not a type of sleeping bag, but the name of a famous artist.Claire-Helene Blanquet combines this narrative with information about the life and art of Joan Miro."Earth and Sky" is illustrated with both reproductions of Miro's paintings and photographs of the artist and the places where he lived and worked.I have the feeling that while Blanquet is obviously responsible for the story of Cecilia and her friends learning about Miro and trying to use his ideas about art in their classroom, that John Goodman is not only responsible for the translation but the sidebars that get into considerably more detail about Miro and his art.So this is really an interesting hodge-podge of a book and as long as you read it in that light I think it will make more sense to you.At the end of the story, Cecilia and her friends finally discover the painting that inspired the design of her sleeping bag was "The Skiing Lesson."Of course, young American readers might not be as familiar with Miro as they would with other Spanish artists, such as Goya, Picasso and Dali.I will have to track down some more volumes from the "Art for Children" series from Chelsea House Publishers to see what they do with Da Vinci, Matisse, Van Gogh, and one of my personal favorites, Rousseau.

Miro Earth and Sky Art For Children
The book's story is written in a style mimicing Miro's early surrealistic style and would be difficult for many young readers to grasp, many details are left out, the reader must figure them out as they go along. Aninteresting technique but probably more confusing than appealing to mostyoungsters. The insets of photos of the artist,his work,places he lived andthings which influenced him all with explanations are excellent and highlyinformative. ... Read more

Product Description
More than 5,000 terms related to stocks, bonds, mutual funds, banking, tax laws, and transactions in the various financial markets are presented alphabetically with descriptions. The new eighth edition has been updated to take account ofnew financial regulations and recent dramatic swings in equities, credit, and other financial resources. Readers will also find a list of financial abbreviations and acronyms, as well as illustrative diagrams and charts. HereÂ's a valuable short-entry dictionary for business students, as well as for office reference and the home bookshelves of private investors.Amazon.com Review
A small but surprisingly comprehensive dictionary defining over5,000 terms. The sturdy binding will hold up to a great deal oftravel. A very practical and inexpensive gift for any business person or anyoneinterested in finance and investment. ... Read more

Customer Reviews (43)

Words, words, mere words, no matter from the heart---Shakespeare
This "Barron's Guides" series of dictionaries is an indispensable and inexpensive toolkit of professional terms of art across many fields. While not infallible nor inexhaustibly complete they are convenient to use (as opposed to the heft of, let's say, Black's Law Dictionary: Deluxe Ninth Edition. And if you work with professional terms in medicine, real estate, finance, and the like but are not a specialist in those fields, these books will get you through a jungle of jargon intelligently and with confidence.

GREAT REFERENCE BOOK
This is a great reference book if interested in the subject matter of common stock investing.

Barron's
My favorite dictionaries are made by OXFord. But this is a great resource for finding information you need. One of my favorite text books. Money & Banking. It describes a sector. The back bone of todays economy. Both Domestic and International.

Indispensable
As a financial adviser, I've found myself turning to this as a reference for over 15 years.

great book to use with a Finance Class
I am currently taking managerial finance and this book is a great source for all the different meanings that you will find in different sources. ... Read more

Product Description

Product Description
This scarce antiquarian book is a selection from Kessinger Publishings Legacy Reprint Series. Due to its age, it may contain imperfections such as marks, notations, marginalia and flawed pages. Because we believe this work is culturally important, we have made it available as part of our commitment to protecting, preserving, and promoting the worlds literature. Kessinger Publishing is the place to find hundreds of thousands of rare and hard-to-find books with something of interest for everyone! ... Read more

Product Description

Product Description
This is a supplement to accompany the principles of microeconomics course. Current issues on public policy are discussed by two leading economists. New topics include health care, welfare, and the transitions taking place in the former Soviet Union. ... Read more