Grounded in this shift, Your Customer Rules! reveals the truth about how the best organizations design, measure, and deliver great customer serivce experiences. Based on extensive research into top-performing organizations, Bill Price and David Jaffe have devised 7 simple principles that correspond with the highest customer retention--and therefore sustained profits. These 7 drivers of great customer experience are:

1. You know me, you remember me
2. You give me choices
3. You make it easy for me
4. You value me
5. You trust me
6. You surprise me withstuff that I can't imagine
7. You make me better and let me do more

Alongside these 7 drivers, the authors share examples of companies who succeed at customer experience, such as Amazon, DIRECTV, FlightCentre, Ventre-Privee, and Yamato Transport.

With a simple, elegant solution for driving lasting value for customers by providing a great customer experience, Your Customer Rules! is essential reading for store managers, contact center managers, leaders of customer-facing teams, and executives.

Feedback is a crucial element of teaching, learning and assessment. There is, however, substantial evidence that staff and students are dissatisfied with it, and there is growing impetus for change.

Student Surveys have indicated that feedback is one of the most problematic aspects of the student experience, and so particularly in need of further scrutiny. Current practices waste both student learning potential and staff resources. Up until now the ways of addressing these problems has been through relatively minor interventions based on the established model of feedback providing information, but the change that is required is more fundamental and far reaching.

Reconceptualising Feedback in Higher Education, coming from a think-tank composed of specialist expertise in assessment feedback, is a direct and more fundamental response to the impetus for change. Its purpose is to challenge established beliefs and practices through critical evaluation of evidence and discussion of the renewal of current feedback practices. In promoting a new conceptualisation and a repositioning of assessment feedback within an enhanced and more coherent paradigm of student learning, this book:

• analyses the current issues in feedback practice and their implications for student learning.
• identifies the key characteristics of effective feedback practices
• explores the changes needed to feedback practice and how they can be brought about
• illustrates through examples how processes to promote and sustain effective feedback practices can be embedded in modern mass higher education.

Provoking academics to think afresh about the way they conceptualise and utilise feedback, this book will help those with responsibility for strategic development of assessment at an institutional level, educational developers, course management teams, researchers, tutors and student representatives.

Building Brains provides a highly visual and readily accessible introduction to the main events that occur during neural development and the mechanisms by which they occur. Aimed at undergraduate students and postgraduates new to the field, who may not have a background in neuroscience and/or molecular genetics, it explains how cells in the early embryo first become neural, how their proliferation is controlled, what regulates the types of neural cells they become, how neurons connect to each other, how these connections are later refined under the influence of neural activity including that arising from experience, and why some neurons normally die.

Key Features:

• A concise illustrated guide focusing on the core elements of current understanding of neural development, emphasising common principles underlying developmental mechanisms and supplemented by suggestions for further reading.
• Text boxes throughout provide further detail on selected major advances, issues of particular uncertainty or controversy and examples of human diseases that result from abnormal development.
• A balanced mammalian/non-mammalian perspective, drawing on examples from model organisms including the fruit fly, nematode worm, frog, zebrafish, chick, mouse, ferret, cat, monkey and human, and emphasising mechanisms that are conserved across species.
• Introduces the methods for studying neural development including genetics, transgenic technologies, advanced microscopy and computational modeling, allowing the reader to understand the main evidence underlying research advances.
• Student-friendly, full colour artwork reinforces important concepts; an extensive glossary and definitions in page margins help readers from different backgrounds; chapter summaries stress important points and aid revision.
• Associated Website includes a complete set of figures from the textbook.

Austrian director Michael Haneke is recognized for films that explore the most pressing social questions of our time while simultaneously pushing the boundaries of style with innovative visual and sonic practices. On Michael Haneke is one of the very first and most extensive considerations of Haneke’s work. Editors Brian Price and John David Rhodes have gathered contributors whose own work combines critical inquiry and close formal analysis to explore the philosophical, historical, and stylistic complexity of Haneke’s films.

This volume is divided into three parts, beginning with 'Violence and Play,' in which contributors explore the relation in Haneke’s films between violence and playfulness that complicates questions of media, representation, and morality. Essays in part 2, 'Style and Medium,' investigate Haneke’s stylistic innovation and the ways in which he can be seen as indebted to previous traditions and filmmakers, including the Italian neorealists, Alfred Hitchcock, Antonioni, and Robert Bresson. Part 3 addresses questions of 'Culture and Conflict' by looking at the cultural and historical problems suggested by Haneke’s films and exploring the relation between culture and film style.

On Michael Haneke is both an introduction to the work of a major figure in world cinema and a model for modern media criticism. Scholars of film and television studies, cinephiles, and anyone interested in contemporary film culture will enjoy On Michael Haneke.

Mineral Physics provides the fundamental information needed to interpret deep Earth geophysical data in terms of Earth structure, composition, temperature and dynamics. Divided into three parts and 21 chapters, this volume contains summaries of what is known of the mineralogy and chemistry of the deep crust, the upper mantle, the transition zone, the lower mantle and the core of the Earth. It also addresses the underlying theory, techniques, and methods used in mineral physics and reviews the major physical properties of deep Earth minerals.

The First and Only Scientifically Determined Enneagram Personality Test and Guide

A centuries-old psychological system with roots in sacred tradition, the Enneagram can be an invaluable guide in your journey toward self-understanding and self-development. In this book, Stanford University Medical School clinical professor of psychiatry David Daniels and counseling psychologist Virginia Price offer the only scientifically developed Enneagram test based upon extensive research combined with a self-discovery and personal-development guide.

The most fundamental guide to the Enneagram ever offered, this book features effective self-tests to determine simply and accurately what your personality type is. Daniels and Price provide step-by-step instructions for taking inventory of how you think, what you feel, and what you experience. They then guide you in your discovery of what your type means for your personal well-being and your relationships with others, and they show you how to maximize your inherent strengths. Brimming with empowering information for each of the nine personality types—Perfectionist, Giver, Performer, Romantic, Observer, Loyal Skeptic, Epicure, Protector, and Mediator—this one-of-a-kind book equips you with all the tools you need to dramatically enhance your quality of life.

This text is directed at the heart of Engineering Geology where geology is used to identify potential problems arising from ground conditions. It describes how to investigate those conditions and to define an engineering response that will either avoid or reduce or even eliminate the problems revealed. The book presents the 'big picture' that is so often lacking when only site details are available, but necessary for adequate engineering solutions.