In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain – they have very little tolerance for error and are ready to spread the word quickly over the internet when things go wrong. If a companyÆs customer service doesnÆt adapt to these new conditions, they will get burned by bloggers and viral videos that can severely damage...

Brothers Andre and Smoker were raised in a cauldron of their parents' failed marriage and appetite for destruction, and find themselves in the same straits as adults--navigating not only their own marriages, but also their parents' frequent collision with the law and one another. The family lives in Electric City, Washington, just a few miles south of the Colville Indian Reservation. Fiercely loyal and just plain fierce, they're bound by a series...

To salvage the uneasy alliance between two clans, Caelen McCabe, putting family loyalty above all else, marries Rionna McDonald, his brother's jilted bride, and as they form a tentative--and passionate--bond, a battle for the McCabe legacy is ignited.

Having helped her brother defeat the ruthless dictator who overshadowed their world, powerful witch Wisty Allgood falls in love with the mysterious, magic-wielding Heath and makes an excruciating choice when a merciless Wizard King threatens the land with war.

"Loyalty can save a soul--or destroy one. Franco Fiorvanti is a handsome laborer toiling on the estate of a baron. He dreams of owning a lemon grove, but the rigid class system of Sicily thwarts his ambition. When the baron asks him to kidnap a little boy, Franco makes a decision that will change his life--and the history of Sicily.. Gaetano Catalano is an idealistic young lawyer whose devotion to justice is tantamount to a calling. He's a member...

From the throne of glass rules a king with a fist of iron and a soul as black as pitch. Assassin Celaena Sardothien won a brutal contest to become his Champion. Yet Celaena is far from loyal to the crown. She hides her secret vigilantly; she knows that the man she serves is bent on evil. Keeping up the deadly charade becomes increasingly difficult when Celaena realizes she is not the only one seeking justice. As she tries to untangle the mysteries...

Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls ?Zombie Loyalists, ? fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue. After all, why should you have to tell the world how amazing you are if you can have your existing customers do it for you? Imagine an army of customers who will do your public relations, marketing...

"In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?" By asking customers this question, you identify detractors, who sully your firm's reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book...

"Elisabetta, Marco, and Sandro grow up as the best of friends despite their differences. Elisabetta is a feisty beauty who dreams of becoming a novelist; Marco the brash and athletic son in a family of professional cyclists; and Sandro a Jewish mathematics prodigy, kind-hearted and thoughtful, the son of a lawyer and a doctor. Their friendship blossoms to love, with both Sandro and Marco hoping to win Elisabetta's heart. But in the autumn of 1937,...

"Get ready for a thrilling, addictive novel about marriage, betrayal, and the secrets that push us to the edge in Sally Hepworth's The Soulmate. There's a cottage on a cliff. Gabe and Pippa's dream home in a sleepy coastal town. But their perfect house hides something sinister. The tall cliffs have become a popular spot for people to end their lives. Night after night Gabe comes to their rescue, literally talking them off the ledge. Until he doesn't....