In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to 'no service':

• Eliminate dumb contacts
• Create engaging self-service
• Be proactive
• Make it easy to contact your company
• Own the actions across the company
• Listen and act
• Deliver great service experiences

Documenting thousands of British poetry magazines from the last century, British Poetry Magazines 1914-2000 records the remarkable world of the 'little magazine': a world where now famous authors are first found as unknowns. Many go on to use the little magazine as a testing ground for their writing for the rest of their lives. Here is the work of T. S. Eliot, Robert, Graves, James Joyce, Laura Riding, Dylan Thomas, Samuel Beckett, Muriel Spark, Harold Pinter, Seamus Heaney, Ted Hughes, Angela Carter, Irvine Welsh and many others. Although these magazines played a key part in the lives of so many British authors, they often had small print-runs and short lives: many are now extremely rare. This book lists the holdings of key libraries where the magazines can still be found. Each entry gives the editors involved, the dates of publication, and other information (such as documented interviews with editors, and details of any published index). Thousands of descriptions outline the magazines while short essays discuss the literary trends of the day in the context of these important periodicals. A name index identifies well over 5,000 authors and artists involved in the little magazine scene; a geographical index allows readers to locate the birthplaces of magazines across the British Isles.

A New York Times Notable Book and aSan Jose Mercury News Top 20 Nonfiction Book of 2003In 1606, approximately 105 British colonists sailed to America, seeking gold and a trade route to the Pacific. Instead, they found disease, hunger, and hostile natives. Ill prepared for such hardship, the men responded with incompetence and infighting; only the leadership of Captain John Smith averted doom for the first permanent English settlement in the New World.The Jamestown colony is one of the great survival stories of American history, and this book brings it fully to life for the first time. Drawing on extensive original documents, David A. Price paints intimate portraits of the major figures from the formidable monarch Chief Powhatan, to the resourceful but unpopular leader John Smith, to the spirited Pocahontas, who twice saved Smith's life. He also gives a rare balanced view of relations between the settlers and the natives and debunks popular myths about the colony. This is a superb work of history, reminding us of the horrors and heroism that marked the dawning of our nation.

This full-color, illustrated gift edition includes twenty-eight of Osbeck's most popular hymn-story devotions, including 'Amazing Grace'; 'Great Is Thy Faithfulness'; 'Holy, Holy, Holy'; and 'It Is Well with My Soul.'

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