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From services to products, online to in-person, small-scale to multinational, your customers' loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution.    

In his 1976 book, The Long Run Solution, Joe Henderson suggested that becoming truly accomplished at running (or at anything) doesn't typically require us to perform superhuman feats. In fact, success is frequently realized by those who simply do the things anyone can do that most of us never will. In What Anyone Can Do, with the help of Leo Bottary's Year of the Peer podcast guests, you'll discover that if you surround yourself with the right people, you'll do the things anyone can do far more often.

On March 11, 2020, the day the World Health Organization declared the coronavirus a global pandemic and all of our lives began to change in unprecedented ways, Todd Doughty knew he needed to do something to help him stay connected to the everyday joys of daily life. So he wrote down a list of things that make him happy: The musical intro to “All Things Considered”. Someone forgiving you. Someone believing in you. Your foot sticking out from under a blanket in order to find the cool spot. Freshly cut yellow tulips. A really good burger.

People do bad things. They misspeak, mislead, and misbehave. They lie, cheat, steal, and kill. Often, afterward, they apologize. But what makes a successful apology? Why does Joe Biden's 2007 apology for referring to Barack Obama as "articulate and bright" succeed, whereas Mel Gibson's 2006 apology for his anti-Semitic tirade fails? Naturally, the effectiveness of an apology depends on the language used, as well as the conditions under which we offer our regrets.

An airplane lands at a desolate airport in a remote Colorado ski town. Onboard, Dr. Lyle Martin, a world-class infectious disease specialist, is brusquely awakened to shocking news: Everyone not on the plane appears to be dead. A lethal new kind of virus may have surfaced, threatening our survival, and now Martin - one of the most sought after virologists on the planet until his career took a precipitous slide - is at the center of the investigation.

A spellbinding and surreal coming-of-age story about a young boy living on the fringe with his family - who are secretly werewolves - and struggling to survive in a contemporary America that shuns them. He was born an outsider, like the rest of his family. Poor yet resilient, he lives in the shadows with his aunt Libby and uncle Darren, folk who stubbornly make their way in a society that does not understand or want them. They are mongrels, mixed blood, neither this nor that.

Conventional wisdom tells us that people are rational and make rational decisions with their money. But that's simply not true considering most people fail to beat the market. Conventional wisdom also tells us that there are two primary ways to approach the market: technical and fundamental analysis.  

James Fichter reveals that despite the so-called Boston Tea Party in 1773, two other large shipments of tea from the East India Company survived and were ultimately drunk in North America. The survival of these shipments shaped the politics of the years ahead and hint at the enduring potency of consumerism in revolutionary politics. Tea protests were widespread in 1774, but, Fichter argues, so were tea advertisements and tea sales. Such protests were noisy and sometimes misleading performances, not clear signs that tea consumption was unpopular.

Authoritative and immediate, this is the classic account of the most powerful of the American Indian tribes. T. R. Fehrenbach traces the Comanches' rise to power, from their prehistoric origins to their domination of the high plains for more than a century until their demise in the face of Anglo-American expansion.

Scholars and laymen alike have long projected their fantasies onto the great expanse of the global North, whether it be as a frozen no-man's-land, an icy realm of marauding Vikings, or an unspoiled cradle of prehistoric human life. Bernd Brunner reconstructs the encounters of adventurers, colonists, and indigenous communities that led to the creation of a northern "cabinet of wonders" and imbued Scandinavia, Iceland, and the Arctic with a perennial mystique.

A product of the latest technologies, Barliona is a virtual world brimming with fun and entertainment. The government has become the guarantor for the in-game currency, allowing its free circulation. As a result the population floods Barliona in pursuit of easy money. It doesn't take long for the game developers to discover a source of free labor: real-world prison convicts. While their bodies are locked in special auto-maintenance virtual capsules, the prisoners' minds are released into Barliona's virtual mines.

Barliona: a virtual world jam-packed with monsters, battles - and, predictably, players. Millions of them come to Barliona, looking forward to the things they can't get in real life: elves and magic, dragons and princesses, and unforgettable combat. The game has become so popular that players now choose to spend months online without returning home. In Barliona, anything goes: You can assault fellow players, level up, become a mythical hero, a wizard, or a legendary thief.

The University of California, Berkeley—widely known as "Cal"—is admired worldwide as a bastion of innovation and a hub for progressive thought. Far less known are the university's roots in plunder, warfare, and the promotion of white supremacy. As Tony Platt shows in The Scandal of Cal, these original sins sit at the center of UC Berkeley's history.

From the outset, Hynek and Vallee make their position clear: UFOs represent an unknown but real phenomenon. The far-reaching implications take us to the edge of what we consider the known and real in our physical environment. Perhaps UFOs signal the existence of a domain of nature as yet totally unexplored. These two eminent scientists studied the UFO phenomenon for decades and collaborated on this landmark report.

A "normal" Caribbean hurricane travels from east to west, but Lenny was anything but normal. Spawned south of Cuba in 1999, this late-season storm defied all predictions by moving steadily east toward the Leeward Islands. Eventually building almost to Category 5 strength, Lenny squatted for two days between the Virgin Islands and St. Martin, whipping the ocean with 155 mile-per-hour winds and sixty-foot seas.

An entertaining deep dive into muscle, from the discovery of human anatomy to the latest science of strength training.

In a world dominated by things, we must work hard to account for one another's personhood. We need to cultivate relational structures that honor every human's dignity in vital interpersonal community. The theological and philosophical framework known as personalism can help guide us toward such a culture. Drawing from a wide range of thought leaders, including Martin Luther King Jr. and Pope John Paul II, Paul Louis Metzger presents a personalist moral vision founded on the Christian ideals of faith, hope, and love.

Before 1910 the American chestnut was one of the most common trees in the eastern United States. An important natural resource, chestnut wood was preferred for woodworking, fencing, and building construction, as it was rot resistant and straight grained. The hearty and delicious nuts also fed wildlife, people, and livestock.

Since the first English Christian fundamentalists arrived in the 1600s on the shores of what would become the United States, Christianity has become increasingly embedded in the nation's social and cultural fabric. The Founders purposefully intended that a high, strong "wall of separation" keep church and state apart in the new nation, while allowing individual religious freedom untrammeled by government—and vice versa. But Christians with theocratic dreams keep trying to breach the wall. Through their efforts, God is now in evidence everywhere in the country.

Across four centuries, Apache (Nde) peoples in the North American West confronted enslavement and forced migration schemes intended to exploit, subjugate, or eliminate them. While many Indigenous groups in the Americas lived through similar histories, Apaches were especially affected owing to their mobility, resistance, and proximity to multiple imperial powers. The Apache Diaspora brings to life the stories of displaced Apaches and the kin from whom they were separated.