Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.Many organizations focus so intently on improving the way customers interact with them that they don't ask the more fundamental question of whether the interactions are needed in the first place. Every contact channel adds cost and complexity. And while customers appreciate that they...

Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.This book will help any customer-facing organization deliver better customer experiences, save money, and increase revenue. Veteran customer service experts Bill Price and David Jaffe, coauthors of the bestseller The Best Service Is No Service, explain how o...

They were four exceptional soldiers, a new generation asked to save an army that had been hollowed out after Vietnam. They survived the military's brutal winnowing to reach its top echelon. They became the Army's most influential generals in the crucible of Iraq.Collectively, their lives tell the story of the Army over the last four decades and illuminate the path it must travel to protect the nation over the next century. Theirs is a story of successes and failures, of ambitions a...

This well-researched and highly critical examination of the state of our mental health system by the industry's most relentless critic presents a new and controversial explanation as to why—in spite of spending $147 billion annually—140,000 seriously mentally ill are homeless, 390,000 are incarcerated, and even educated, tenacious, and caring people can't get treatment for their mentally ill loved ones. DJ Jaffe blames the mental health industry and the government for shunning the 10 milli...

In recent years capnography has gained a foothold in the medical field and is fast becoming a standard of care in anaesthesiology and critical care medicine. In addition, newer applications have emerged which have expanded the utility of capnographs in a number of medical disciplines. This new edition of the definitive text on capnography reviews every aspect of this valuable diagnostic technique. An introductory section summarises the basic physiology of carbon dioxide generation and tran...

Essential Reads on Family Offices is your essential resource featuring insights from the world’s foremost experts on the most pressing topics facing family offices and their advisers today. Containing a collection of authoritative materials dedicated to providing family offices and their advisers with the most informative and thought-provoking contributions on key themes, the content focuses on: • Family office profiles: profiles of leading family offices from around the world, highlightin...

WINNER OF THE 2016 JEWISH BOOK COUNCIL AWARD FOR CONTEMPORARY JEWISH LIFE AND PRACTICEAn inspiring and accessible guide, drawn from Jewish wisdom, for building the inner qualities necessary to work effectively for social justice.The world needs changing—and you’re just the person to do it! It’s a matter of cultivating the inner resources you already have. If you are serious about working for social justice and change, this book will help you bring your most...

Most organizations struggle to really improve one of the most important factors of their success: the sales and service experiences they offer customers. Despite extensive--and expensive--efforts, this critical competitive edge remains out of reach for many. They key problem is that most companies fail to understand that, more than ever before, the customer is in control of the relationship. Where marketers used to think in terms of B2B or B2C, they have to start thinking "Me2B"--that is, ...

Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a “relationship” with your company’s customer service department, or do they simply want to purchase your products or services so they can put them to use?In this groundbreaking book, Bill Price and David Jaffe offer a game-changing approach, showing how managers are taking the wrong path and...

They were four exceptional soldiers, a new generation asked to save an army that had been hollowed out after Vietnam. They became the Army's most influential generals in the crucible of Iraq. Collectively, their lives tell the story of the Army over the last four decades and illuminate the path it must travel to protect the nation over the next century. The careers of this elite quartet show how the most powerful military force in the world entered a major war unprepared, and how the Army,...

Three seasoned specialists offer techniques to help couples cope when facing infertility."Must reading for the thousands of people struggling with the pain of infertility." —Christiane Northrup, MDFor people experiencing infertility, wanting a baby is a craving unlike any other. The intensity of their longing is matched only by the complexity of the emotional maze they must navigate.With insight and compassion, Drs. Janet Jaffe, Mar...

This book focuses on the crucial role that relationships play in the lives of teenagers. The authors particularly examine the ways that healthy relationships can help teens avoid such common risk behaviors as substance abuse, dating violence, sexual assault, and unsafe sexual practices. Addressing the current lack of effective prevention programs for teens, they present new strategies for encouraging healthy choices.The book first traces differences between the rules of relating” f...