The essential guide to creating a successful organization by making things easier, better and more straightforward for your customers. Across all sectors, organizations' fixation with functionality have meant that the 'human' elements of the customer's experience have become neglected. Strict processes and automated procedures have created organizations full of people who aren't allowed to act in a 'human' way. As a result, and despite these new technologies, customers are no more satisfied than they were a decade ago (according to the Institute of Customer Service) and, according to Edelman, they now trust big organizations even less than they did in the past. In The Human Experience, John Sills draws upon extensive research and illustrative case studies to explain that the emotional experience is just as important as the functional one, and, if done right, will create a more efficient business. He also demonstrates that the customer experience is not just the responsibility of front-line employees, but shared across the company, from the CEO operating as the spokesperson of the business to the programmers developing a seamless and welcoming user interface. Whether you're a well-established incumbent or an early-stage start-up, on either end of your product or service is a human. Packed full of practical advice and engaging case studies, The Human Experience is the ultimate guide to creating a culture and an experience with humanity at its heart, helping to develop a customer base that will stay with an organization, and a company that will grow in an increasingly efficient way.

Elementary school teacher and author Cathryn Sill and her husband, noted wildlife illustrator John Sill, team up again to offer young readers another first glimpse into our natural world. The simple text describes how crustaceans look, how they protect themselves, what they eat, and where they live. The beautifully detailed, full-color illustrations reflect the diversity of the crustacean populationfrom a Sand Fiddler to a California Rock Lobsterand present each in its natural habitat. An afterword provides further details on the crustaceans portrayed to inspire young readers to learn more.

Elementary school teacher and author Cathryn Sill accurately answers the first questions of young naturalists by explaining what mammals are, how they live, and what they do. With the help of illustrations from noted wildlife illustrator John Sill, About Mammals explores the charm and wonder of the huge variety of animals that fall into this diverse category.

Birders and just about anyone who likes birds will delight in this field guide parody. Thirty-two fabulous new species are depicted in this volume, which features tongue-in-cheek descriptions, observation hints, and range maps, as well as remarkable full-color illustrations. The reader will never look at our feathered friends in the same way after encountering these frequent flyers.

From the brilliant blue of an Indigo Bunting to the scarlet red of a Summer Tanager, coloring your own field guide is the most enjoyable way to learn about birds. Each drawing is accompanied by a brief description that educates as it entertains. Place the new color stickers next to the drawings for a visual reference while coloring. Coloring the drawings helps reinforce the color, image, and shape of each bird, improving your memory and perception while offering a pleasant and easy way to learn. Fun for adults as well as children, beginning and experienced naturalists alike.