Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to...

"Ellen Sussman, nationally bestselling author of French Lessons, delivers a feast for the senses in A Wedding in Provence--a moving novel of love, forgiveness, and trust, set among the beaches and vineyards of southern France. When Olivia and Brody drive up to their friend's idyllic inn--nestled in a valley in the Mediterranean town of Cassis--they know they've chosen the perfect spot for their wedding. The ceremony will be held in the lush garden,...

A duckling follows a dragonfly and accidentally changes into a small monster.

Little more than ten years after the first powered flight, aircraft were pressed into service in World War I. The romance of aviation had a remarkable grip on the public imagination, propaganda focusing on gallant air 'aces' who become national heroes. The reality was horribly different. Some 50,000 aircrew died in World War I. Marked for Death explored the brutal truths of wartime aviation: of flimsy planes and unprotected pilots; of burning nineteen-year-olds...

"He prayed this might never stop. This now, here in Spain with Alejandra in his arms. Severely wounded Captain Lucien Howard, Earl of Ross, had a boat waiting to take him home. If she remained in his company, the beautiful woman who had saved his life would be compromised. The harsh light of dawn would send each of them their different ways. Lucien thought of his family and his ancient crumbling estate. He couldn't stay in war-torn Spain. Yet neither...