Written by two highly successful business coaches and management consultants, this book explains how to improve profitability by focusing on turning a business's already satisfied customers into highly satisfied customers by removing their sense of risk. The authors also provide a fail-safe method for identifying the risks inherent in your business. Every business owner or manager knows that creating satisfied customers is key to establishing customer loyalty and building a business. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. Using research to demonstrate how striving to turn merely satisfied customers into highly satisfied customers significantly affects loyalty behaviors and in turn boosts profits, Capturing Loyalty lays out a new approach to a very old problem. Additionally, it presents a blueprint for identifying the perceived risks to consumers inherent in your business—many of which are not readily apparent to the casual or even invested observer—and explains how to minimize those risks. Authors Larson and McClellan explain why trying to ensure 100% customer satisfaction is not the path to achieving customer loyalty, and that the reality is that customer dissatisfaction is rarely the result of an error a business has made—two concepts that many initially find counterintuitive. You'll learn how to offer your company's products and services in a manner that creates highly satisfied customers, understand the true value and vast economic benefits of having highly satisfied customers, and see why highly satisfied customers are actually cheaper to serve than others. The book presents a clear and comprehensive plan for creating a loyalty initiative suitable to your business and cascading it through your entire organization, from the C-suite to the line employees.

Holmes and Watson follow the trail of a phony ape-man skeleton to the notorious Dr. Moriarty.

Tracing the relationship between science and technology from the dawn of civilization to the early twenty-first century, James E McClellan III and Harold Dorn's bestselling book argues that technology as "applied science" emerged relatively recently, as industry and governments began funding scientific research that would lead directly to new or improved technologies. McClellan and Dorn identify two great scientific traditions: the useful sciences, which societies patronized from time immemorial, and the exploration of questions about nature itself, which the ancient Greeks originated. The authors examine scientific traditions that took root in China, India, and Central and South America, as well as in a series of Near Eastern empires in late antiquity and the Middle Ages. From this comparative perspective, McClellan and Dorn survey the rise of the West, the Scientific Revolution of the seventeenth century, the Industrial Revolution, and the modern marriage of science and technology. They trace the development of world science and technology today while raising provocative questions about the sustainability of industrial civilization. This new edition of Science and Technology in World History offers an enlarged thematic introduction and significantly extends its treatment of industrial civilization and the technological super system built on the modern electrical grid. The Internet and social media receive increased attention. Facts and figures have been thoroughly updated and the work includes a comprehensive Guide to Resources, incorporating the major published literature along with a vetted list of websites and Internet resources for students and lay readers.