A new breakthrough idea about how to win customer loyalty from Matthew Dixon the bestselling author of The Challenger Sale Everyone knows that the best way to create customer loyalty is with service so good so over the top that it surprises & delights But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale Matthew Dixon & his colleagues at CEB busted longstanding myths about sales Now they've turned to a new vital business subject
- customer loyalty
- with a book that turns conventional wisdom on its head Companies devote untold time & resources trying to dazzle customers Yet CEB's careful research proves that is wildly overrated loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be Forget bells & whistles & just solve your customer's problems The Effortless Experience lays out the four pillars of a low-effort customer experience with robust data in-sights & profiles Here are tools & templates you can start applying right away to improve service reduce costs & ultimately generate the elusive loyalty that the 'dazzle factor' fails to deliver The rewards are there for the taking & the pathway to achieving them is now clearly marked'A business detective story in which cherished truths are systematically investigated-and frequently debunked' -Dan Heath coauthor of Decisive Switch & Made to Stick Matt Dixon is Executive Director of the Sales & Service Practice at CEB He is a frequent contributor to the Harvard Business Review & his previous book The Challenger Sale was a Wall Street Journal bestseller Nick Toman is Senior Director of Research for CEB's Sales & Services Practice & is a frequent contributor to the Harvard Business Review Rick De Lisi is Senior Director of Advisory Services for CEB's Sales & Service Practice & a noted public speaker & facilitator

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We're used to thinking about the self as an independent entity something that we either have or are In The Ego Tunnel philosopher Thomas Metzinger claims otherwise No such thing as a self exists The conscious self is the content of a model created by our brainan internal image but one we cannot experience as an image Everything we experience is a virtual self in a virtual reality But if the self is not real why & how did it evolve? How does the brain construct it? Do we still have souls free will personal autonomy or moral accountability? In a time when the science of cognition is becoming as controversial as evolution The Ego Tunnel provides a stunningly original take on the mystery of the mind ...

In addition to their astonishing legacy of artifacts & burial sites the ancient Egyptians also produced a rich body of writing about the quest for immortality The Egyptian Book of Living & Dying traces humankind's progress from birth to death to the mysterious realm of the afterlife with this mortal cycle set against the eternal backdrop of the cosmos the gods the movement of the sun the symbolism of the stars & the great battles of Horus & Seth In particular the Book of the Dead emphasizes the hazardous voyage of the soul as it makes its way through the Underworld in search of the eternal paradise This illuminating work will help bring readers one step closer to the spirit of the ancient Egyptians ...

Welcome to the British Museum home to Lottie Lipton nine-year-old investigator extraordinaire! Lottie loves helping her Great Uncle Bert with his new exhibits at the British Museum But when she reads a magic spell that brings to life twenty mischievous Egyptian statues the museum ends up in a complete mess! Can Lottie Great Uncle Bert & Reg the caretaker track down the chaotic statues before they destroy the whole museum? Perfect for developing & newly confident middle grade readers Lottie Lipton Adventures are packed with action & puzzles for the reader to solve With a courageous heroine (with a hint of Indiana Jones about her) children will love these historical adventures ...

'I started reading this & couldn't stop It's a remarkable piece of work & very revealing A stirring rendition of a people's revolution'- Noam Chomsky' The deepest & most comprehensive account of Egypt's revolution in the English language'
- Paul Mason Egypt is a nation in turmoil caught in a cycle of revolution & counter-revolution In The Egyptians A Radical Story Jack Shenker uncovers the historical roots of today's unrest & reveals a land divided between two irreconcilable political orders authoritarian power & grassroots resistance Challenging conventional analyses that focus only on the battle between Islamists & secular forces he travels the Arab World's most populous country to explore other far more important fault lines
- the communities waging war against transnational corporations the people subverting long-established gender norms the workers seizing control of their factories & the novelists graffiti artists & back-alley DJs defying their repressive regime Showing that the revolution was no isolated episode but rather part of an ongoing struggle against state authority & economic exclusion Shenker explains why recent events are so threatening to elites both inside Egypt & abroad While Egyptian rulers seek to eliminate dissent seeded within the politics of the young generation are forms of democracy social justice & resistance that could yet change the world

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Gurmukh an internationally renowned yoga teacher outlines the spiritual & physical practices of Kundalini Yoga which she has taught for the last thirty years With illustrated step-by-step instructions she teaches the basic principles of the ancient art of yoga & explains the eight chakras which are the energy centers of our bodies & the source of the eight human talents Kundalini Yoga is a great way to get your body & mind into shape In The Eight Human Talents Gurmukh gives you all the tools you need to increase your creativity intuition compassion health & prosperity All you need is a belief in the possibility of change & a commitment of as little as three minutes a day From teachers & waiters to Hollywood celebrities Gurmukh has helped thousands of people find happiness through the healing movements & meditations of Kundalini Yoga -- & she can help you too! ...

This collection of stories is based upon tales told by the Buddha to his monks 2500 years ago Isabel Wyatt's enchanting retelling conjures up a rich world of eastern legend ruled by courtly kings & wise men & populated by brave princes faithful elephants & cunning monkeys The stories tell of great adventures & heroes of danger & courage & most importantly of how wisdom & thoughtfulness always triumph over selfishness & greed This anthology was compiled with children around the age of eight in mind -- children who are embarking on more & more adventures in their own lives & themselves learning to become clever & brave ...

The Eighth Doctor battles for survival in the early stages of the Time War in a special run of prequels to Big Finish's acclaimed Doctor Who The War Doctor series The Starship of Theseus by John Dorney The Doctor & his companion Sheena land the TARDIS on the glamorous luxury space-liner Theseus just as it's about to leave the Jupiter space-port An opportunity for a holiday presents itself
- & it's one they're very glad to take But when a disturbance catches their attention they realise sinister events are taking place on board Passengers are vanishing on every trip & unless they're careful they may be next Can the Doctor & Sheena solve the mystery? Or is there something else they should be worrying about? 2 Echoes of War by Matt Fitton Colliding with the full force of the Time War the Doctor crash-lands on a jungle world with a ragtag bandof refugees To stay alive they must cross a landscape where time itself is corrupted A forest which cycles through growth & decay where sounds of battle are never far away & where strange creatures lurk all around Luckily the Doctor has friends not only plucky scientist Bliss but another much more unlikely ally Its name is Dal'3 The Conscript by Matt Fitton Cardinal Ollistra has a new tactic to persuade the Doctor to join his people's fight With his friends locked away he has been conscripted alongside fellow Gallifreyans to train for the front lines of battle Commandant Harlan has a reputation
- his camp's regime is harsh He believes the Time Lords must adapt to win this war but the Doctor is not easily intimidated Can there be any place for dissent when the Time War looms so close? 4 One Life by John Dorney As the full force of the Time War crashes down around the Doctor & his friends a desperate battle for survival ensues But not everyone is playing the same game Ollistra is after a weapon that could end the war in a stroke & she'll sacrifice anyone or anything to take it back to Gallifrey Even the Doctor Surrounded by Daleks & on a tortured planet only one man can save the day But he doesn't want to fight CAST Paul Mc Gann (The Doctor) Olivia Vinall (Sheena) Nimmy March (Rupa Maguire) David Ganly (Quarren Maguire) Sean Murray (Captain Darvor) Hywel Morgan (Koloth Jefferson) Laurence Kennedy (Purser Lunney Aymor Chancellor) Rakhee Thakrar (Bliss) Karina Fernandez (Captain Tamasan) Jacqueline Pearce (Ollistra) Nick Brimble (Commander Harlan) Katy Sobey (Veeda) Okezie Morro (Norvid) & Nicholas Briggs (Dal Dalek Commander Dalek Drone Daleks)

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First Lady Amelia Greene has been suffering from horrific visions-visions of herself transforming into something unnatural & bloodthirsty As the hallucinations worsen she seeks professional help but this all must be kept secret for fear of a political scandal While her husband & members of the White House staff grow increasingly concerned Amelia learns those closest to her know more about these visions than they let on ...

Part of a new series Legends from the Ancient North The Elder Edda is one of the classic books that influenced JRR Tolkien's The Hobbit & The Lord of the Rings'I was in the East battling giantswicked-hearted women who wandered the fells;great would be the giant-race if they all lived mankind would be nothing under middle-earth What did you do meantime Grey-beard?'JRR Tolkien spent much of his life studying translating & teaching the great epic stories of northern Europe filled with heroes dragons trolls dwarves & magic He was hugely influential for his advocacy of Beowulf as a great work of literature & even if he had never written The Hobbit & The Lord of the Rings would be recognised today as a significant figure in the rediscovery of these extraordinary tales Legends from the Ancient North brings together from Penguin Classics five of the key works behind Tolkien's fiction They are startling brutal strange pieces of writing with an elemental power brilliantly preserved in these translations They plunge the reader into a world of treachery quests chivalry trials of strength They are the most ancient narratives that exist from northern Europe & bring us as near as we will ever get to the origins of the magical landscape of Middle-earth (Midgard) which Tolkien remade in the 20th century ...