What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success. Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. But as Bill Price and David Jaffe (authors of The Best Service is No Service) show, a new business model is emerging in which the customer directs the relationship. It is becoming a world of "Me2B" one in which the customer, not the business, dictates the terms of engagement. In order for your business to thrive, you must create positive experiences to fulfill a range of customer needs. Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanging. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. Throughout this practical guidebook, Price and Jaffe share examples of companies who succeed by meeting these seven needs, including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey, Vente-Privee, and Yamato Transport, as well as those that didn't. Your Customer Rules! offers tailored advice for companies at every stage, from nimble startups to legacy firms with established customer service practices and everyone in between. With a simple, elegant solution for driving lasting value for customers, Your Customer Rules! is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels business owners, marketing managers, and anyone who works directly with customers.

Tall Buildings: A Strategic Design Guide is an authoritative guide to the key issues and considerations associated with planning, creating and living with tall buildings. Thoroughly reworked to reflect industry developments and experiences gained over the last ten years, this second edition imparts the advice and knowledge of more than 20 highly respected industry specialists. Key topics include: urban design and place-making; design, engineering and construction; the role of BIM; construction economics; and the all-important matter of legacy - including the challenges of adaptation and demolition. A greater focus on international examples is also introduced, reflecting the fact that regions such as Asia and the Middle East are now dominating the tall-buildings scene. Our cities have seen considerable change in the 10 years since the first edition of Tall Buildings, and the debate surrounding management of our skylines is an ever growing and sometimes controversial topic. With further densification and population growth predicted this change is set to continue, making it even more important that we understand these technically distinct and potentially beautiful structures.

During his long and extraordinary life, Winston Churchill was a central figure in almost all of the tumultuous events of the first half of the twentieth century. He was a soldier, writer and politician and, after the Second World War, he became one of the world's greatest statesmen. But his reputation rests on his role as a war leader and, in particular, on the period between May 1940 and July 1941, when Britain stood alone against Nazi Germany. Since his death in 1965, a few dissenting voices have cast him as, amongst other things, an opportunist and war-monger. But, as flawed as he undoubtedly was, most modern historians and politicians still hold him in the highest regard. In order to gain a better understanding of this remarkable man, this book looks at some of the key moments in Churchill's life, including his role in the British Army's last cavalry charge in the Battle of Omdurman and his escape from a prisoner of war camp during the Boer War. It then focuses on those momentous times when Churchill's courage and force of character almost single-handedly dragged Britain back from the brink of defeat in the Second World War and onwards towards an eventual Allied victory, making him, in the eyes of many people, one of the greatest of all Great Britons...

The fifth edition of this classic textbook sets out the essential techniques needed for a solid grounding in the surveying. The popular and trusted textbook covers the traditional topics such as levelling, measurement of angles, measuring distances, and how to carry out traversing and compute coordinates, as well as the latest technological advances. It is packed with clear illustrations, exercises and worked examples, making it both a comprehensive study aid for students and a reliable reference tool for practitioners. This text is aimed at students studying surveying as either part of a civil engineering, building or construction course or as a separate discipline. It is also useful for students who undertake surveying as an elective subject and is a useful resource for practising surveyors. New to this Edition: - The latest developments in Global Navigation Satellite Systems (GNSS) particularly the introduction of network RTK and OS Net and their applications - Recent developments in survey instruments, methods and digital technologies including image processing with total stations and laser planners, developments in data processing and integration and updates on Ordnance Survey mapping products Accompanying online resources for this title can be found at bloomsburyonlineresources.com/surveying-for-engineering-5e. These resources are designed to support teaching and learning when using this textbook and are available at no extra cost.

Down in Albion is the debut album by Babyshambles, Pete Doherty's post-Libertines band. Down in Albion was released on November 14, 2005 on Rough Trade Records, although it was leaked on to the Internet on October 19, 2005. Produced by Mick Jones, Down in Albion contains a rerecorded version of their second single "Killamangiro" as well as a reggae track, "Pentonville". The inclusion of "Albion" is controversial among fans, due to the song's history as a fan favorite from the days of The Libertines.

The publication of The Origin of Species in 1859 was the culmination of more than twenty years of work by Charles Darwin and the ideas he presented in it would lead to a fundamental change in the way we think about life on earth. Evolution, as it came to be known, described how the extraordinary variety of life could develop and adapt by natural means rather than being entirely the creation of a supreme being. It was controversial at the time and now, as the bicentenary of Darwin's birth approaches in 2009, it remains the subject of bitter argument, with the opposing sides of the debate, the supporters of Darwinian evolution like Richard Dawkins and the proponents of intelligent design, as polarised as they have ever been. The theory, as revolutionary as it was, did not come out of thin air, but developed within the context of the scientific and philosophical thinking of the period. In order to arrive at a better understanding of the current debate, this book looks at key moments in Darwin's life and at the relevant aspects of the intellectual climate of the time which, taken together, would lead him towards the theory. It goes on to consider how evolution has developed, how its opponents have responded and how the arguments between scientific rationalism and religious faith are much the same now as they were in Darwin's day.

Una de las caracter sticas de la naturaleza humana que se ha venido manifestando a lo largo de la historia ha sido una insaciable necesidad de abrir un di logo interno para preguntarnos acerca de las grandes inc gnitas de nuestra vida.