When the going's tough, companies that survive will be those that build the greatest loyalty-by exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback.With new, updated examples from more than fifty companies-from Chik-Fil-A restaurants to the Ritz-Carlton hotel chain to online retailer Zappos.com-this book shows managers how to go from so-so service...

How the imposition of Crown rule across the British Empire during the Age of Revolution corroded the rights of British subjects and laid the foundations of the modern police state.During the eighteenth and nineteenth centuries, the British Empire responded to numerous crises in its colonies, from North America to Jamaica, Bengal to New South Wales. This was the Age of Revolution, and the Crown, through colonial governors, tested an array of coercive peacekeeping me...

Why Customer Service is NOT Enough: Strategies to Create Customer LoyaltyCustomer service alone will not lead to customer loyalty. Loyalty happens when you deliver a customer service experience that creates customer satisfaction. This presentation is packed with hands on strategies. Best selling author, Lisa Ford, presents in Why Customer Service is NOT Enough:How customers define quality customer serviceHow to go beyond processing the customer to serving

In a brilliant comparative study of law and imperialism, Lisa Ford argues that modern settler sovereignty emerged when settlers in North America and Australia defined indigenous theft and violence as crime.This occurred, not at the moment of settlement or federation, but in the second quarter of the nineteenth century when notions of statehood, sovereignty, empire, and civilization were in rapid, global flux. Ford traces the emergence of modern settler sovereignty in everyday conte...

This is the first history to grapple with the vast project of British imperial investigation in the years between the Battle of Waterloo in 1815 and the Great Reform Act. Beginning in 1819, commissions of inquiry were sent to examine law, governance, and economy from New South Wales and the Caribbean to Malta and West Africa. They left behind a matchless record of colonial life in the form of papers, reports and more than 200 volumes of testimonies and correspondence. Inquiring into Empire...

International law burst on the scene as a new field in the late nineteenth century. Where did it come from? Rage for Order finds the origins of international law in empires—especially in the British Empire’s sprawling efforts to refashion the imperial constitution and use it to order the world in the early part of that century.“Rage for Order is a book of exceptional range and insight. Its successes are numerous. At a time when questions of law and legalism are at...

Featuring contributions from leading lawyers, historians and social scientists, this path-breaking volume explores encounters of laws, people, and places in Australia since 1788. Its chapters address three major themes: the development of Australian settler law in the shadow of the British Empire; the interaction between settler law and First Nations people; and the possibility of meaningful encounter between First laws and settler legal regimes in Australia. Several chapters explore the l...

When Olivia opens the bathroom door, the last thing she expects to see is her best friend Nicola giving birth on the floor - and to say Nicola is surprised is an understatement. She's not ready to be a mum, and she needs Olivia's help. But Olivia has her own problems - specifically her bullying boyfriend, Jonty, and keeping an eye on younger sister Alice. And then there's Nicola's friend Ben, who's struggling with secrets of his own .

Five friends, one life-changing party.When Olivia opens the bathroom door, the last thing she expects to see is her best friend, Nicola, giving birth on the floor. And to say that Nicola is shocked is an understatement. She's not ready to be a mother, and she needs Olivia's help. But Olivia has her own problems--specifically her bullying boyfriend, Jonty, and having to keep an eye on her younger sister, Alice. And then there's Nicola's friend Ben, who's st...

Five friends, one life-changing party.When Olivia opens the bathroom door, the last thing she expects to see is her best friend, Nicola, giving birth on the floor. And to say that Nicola is shocked is an understatement. She's not ready to be a mother, and she needs Olivia's help. But Olivia has her own problems--specifically her bullying boyfriend, Jonty, and having to keep an eye on her younger sister, Alice. And then there's Nicola's friend Ben, who's st...

This comprehensive guide enables parents of children with an autism spectrum disorder (ASD) to play an active and effective role in their child's medical care from diagnosis to early adulthood. With a focus on working with health care providers to ensure the best treatment for your child's unique needs, it includes:- a description of the developmental and medical conditions faced by children with ASDs in lay terms- an explanation of common diagnostic tests- a presenta...

'If you're 50 and frazzled then you need this book in your life! A fabulous funny read… A book that many women will relate to so much' Reader review, ★★★★★Everyone around 55-year-old Nell is absolutely infuriating. Her new boss is a sexist pr*ck, her clients can be selfish tw*ts, and the general public? They can p*ss right off!But when Nell loses it at a children’s party entertainer (who definitely deserved it) her family send her to a rage room. N...