Inspired by the Ideas and Insight of Taxi Terry...The Best Guide to Customer Service You Will Ever Read No matter who you are, what you do, where you work, or how much money you make, you can learn a lot from a cab driver--especially when it is Taxi Terry, a successful self-starting entrepreneur who combines passion with effort and skill to create distinction in his job and in his life. Bestselling author and Hall of Fame speaker Scott McKain was so impressed by Terry's joyful approach to customer service, he incorporated the driver's inspiring personal philosophy and uplifting advice into his business speeches at corporate events--with stunning success. These are the 7 Tenets of Taxi Terry: Set high expectations--then, exceed them! Delivering what helps the customer . . . helps you. Customers are people--so, personalize the experience. Think logically--then act creatively and consistently. Make the customer the star of your show! Help your customers to come back for more. Creating joy for your customer will make your work--and life--more joyful! If you want to be more than just a job title, Taxi Terry will inspire you to be better at what you do and become the best in your field. You'll find step-by-step strategies for each of the seven tenets, with actionable solutions that can be applied to an endless range of workplace problems. Also, with a special focus on "internal customers"--the people you rely on every day within your own company--the book addresses one of the most destructive issues in business today: employee disengagement. Using the same techniques that win over customers, you can actively engage coworkers, clients, and colleagues more effectively. In other words, everybody wins. 7 Tenets of Taxi Terry is your road map to an extraordinary journey--full of wonderful encounters and mutually rewarding experiences--that will take you anywhere you want to go. PRAISE FOR 7 TENETS OF TAXI TERRY: "Scott McKain is a great storyteller and Taxi Terry delivers: it provides you what you need to know and do to provide your customers the kind of experience that will delight them and keep them coming back for more." -- Mark Sanborn, author of The Fred Factor and CEO of Sanborn and Associates "McKain clearly shows again why he is the master at teaching companies how they can out-market, out-sell, and out-service their competition." -- Dr. Tony Alessandra, author of The Platinum Rule and The NEW Art of Managing People "McKain shows you how to consistently deliver a level of service that makes you and your business distinctive in the hearts and minds of your customers. You will want every person in your company to read this book and apply its lessons." -- Randy G. Pennington, author of the award-winning bestseller Make Change Work "This book is another masterpiece from the brilliant business mind of Scott McKain." -- Patricia Fripp, CSP, CPAE, former president of the National Speakers Association and a leading executive speech coach "I have loved the story of Taxi Terry every time I've heard Scott tell it. It's entertaining, funny, and always a crowd pleaser. In this great book, Scott gives you a chance to go deeper into the story and learn the lessons you need to deliver a great customer service experience." -- Larry Winget, television personality and six-time bestselling author of Grow a Pair and Shut Up, Stop Whining, and Get a Life!

A vice chairman of a rapidly growing $100 million organization explains how client loyalty is the connection created by organizations through the use of good service, a good product, and a good price along with personalization, differentiation, and emotion.

Critical Theory Today is the essential introduction to contemporary criticial theory. It provides clear, simple explanations and concrete examples of complex concepts, making a wide variety of commonly used critical theories accessible to novices without sacrificing any theoretical rigor or thoroughness. This new edition provides in-depth coverage of the most common approaches to literary analysis today: feminism, psychoanalysis, Marxism, reader-response theory, new criticism, structuralism and semiotics, deconstruction, new historicism, cultural criticism, lesbian/gay/queer theory, African American criticism, and postcolonial criticism. The chapters provide an extended explanation of each theory, using examples from everyday life, popular culture, and literary texts; a list of specific questions critics who use that theory ask about literary texts; an interpretation of F. Scott Fitzgerald's The Great Gatsby through the lens of each theory; a list of questions for further practice to guide readers in applying each theory to different literary works; and a bibliography of primary and secondary works for further reading.

If a business is going to thrive, it has to rise above the fray. McKain helps business owners understand the reasons behind the current quagmire of stifling sameness, and offers the tools companies need to stand out from the competition.

'Richly documented and convincingly presented' -- New Society Mods and Rockers, skinheads, video nasties, designer drugs, bogus asylum seeks and hoodies. Every era has its own moral panics. It was Stanley Cohen's classic account, first published in the early 1970s and regularly revised, that brought the term 'moral panic' into widespread discussion. It is an outstanding investigation of the way in which the media and often those in a position of political power define a condition, or group, as a threat to societal values and interests. Fanned by screaming media headlines, Cohen brilliantly demonstrates how this leads to such groups being marginalised and vilified in the popular imagination, inhibiting rational debate about solutions to the social problems such groups represent. Furthermore, he argues that moral panics go even further by identifying the very fault lines of power in society. Full of sharp insight and analysis, Folk Devils and Moral Panics is essential reading for anyone wanting to understand this powerful and enduring phenomenon. Professor Stanley Cohen is Emeritus Professor of Sociology at the London School of Economics. He received the Sellin-Glueck Award of the American Society of Criminology (1985) and is on the Board of the International Council on Human Rights. He is a member of the British Academy.

Have you taken your business from good to great, only to find that “great” still isn’t cutting it? Are you making all the right moves in your career and still not receiving the recognition you have earned? Why do companies like Apple get all the attention, when you have difficulty getting anyone to focus on your efforts? In our homogenized world, companies in every sector—from big-box retail to financial services; from fast food to entrepreneurs—appear more and more alike, as do the tweets and LinkedIn pages of professionals across the country. But if people see you or your company as nothing more than a carbon copy of the competition, how can you expect to attract attention? Scott McKain’s original approach to this problem, first captured in his book Collapse of Distinction, was conceived and written in the direct aftermath of the 2008 financial meltdown. His forceful case for the importance of distinction—finding success by setting yourself apart from the crowd—resonated with thousands of readers. To reflect the changing reality since that book’s publication—and to incorporate new research and up-to-date examples—McKain, an internationally recognized expert on business distinction, has retitled and revised it as Create Distinction. Within these updated pages (including one entirely new chapter) you’ll find a potent cure for similarity and uniformity—the primary killers of businesses and careers. In engaging, story-filled prose, McKain lays out the cornerstones of distinction and equips you with the specific tools and knowledge you need to stand out. Whether you’re in the “C-suite” of a multinational company or just vying for your next promotion, you’ll learn how to rise above the fray and make your work unmistakable. With this practical advice, you’ll feel confident stepping up from the competition—and toward success.

Examines traditional safeguards against mistaken eyewitness identification.

"A brilliant, witty, and altogether satisfying book." — New York Times Book Review The classic work on the development of human language by the world’s leading expert on language and the mind In The Language Instinct, the world's expert on language and mind lucidly explains everything you always wanted to know about language: how it works, how children learn it, how it changes, how the brain computes it, and how it evolved. With deft use of examples of humor and wordplay, Steven Pinker weaves our vast knowledge of language into a compelling story: language is a human instinct, wired into our brains by evolution. The Language Instinct received the William James Book Prize from the American Psychological Association and the Public Interest Award from the Linguistics Society of America. This edition includes an update on advances in the science of language since The Language Instinct was first published.

Principles of Macroeconomics for AP® Courses 2e covers the scope and sequence requirements for an Advanced Placement® macroeconomics course and is listed on the College Board's AP® example textbook list. The second edition includes many current examples and recent data from FRED (Federal Reserve Economic Data), which are presented in a politically equitable way. The outcome is a balanced approach to the theory and application of economics concepts. The second edition was developed with significant feedback from current users. In nearly all chapters, it follows the same basic structure of the first edition. General descriptions of the edits are provided in the preface, and a chapter-by-chapter transition guide is available for instructors.