How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers. Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It’s the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition. In I’ll Be Back you will learn… How to design and create an experience that gets customers to return, again and again The one trackable trend that leaders must monitor every morning The difference between repeat customers and loyal customers How to build the I’ll Be Back culture How delivering an amazing customer experience is within the reach of every organization The two simple words that are the secret to every customer service program Why most “loyalty programs” fail to create customer loyalty How to personalize the customer experience Why setting up or expanding self-service and digital customer service choices are is a must, not an option Ten loyalty killers that can terminate your relationship with your customers And much more! This book includes the must-have tools, tactics and strategies you need to get your customers to say, “I’ll be back!”

Are cyborgs our friends or our enemies? Was it morally right for Skynet to nuke us? Is John Connor free to choose to defend humanity, or not? Is Judgment Day inevitable? The Terminator series is one of the most popular sci-fi franchises ever created, captivating millions with its edgy depiction of the struggle of humankind for survival against its own creations. This book draws on some of history’s philosophical heavy hitters: Descartes, Kant, Karl Marx, and many more. Nineteen leather-clad chapters target with extreme prejudice the mysteries surrounding intriguing philosophical issues raised by the series, including the morality of terminating other people for the sake of peace, whether we can really use time travel to protect our future resistance leaders in the past, and if Arnold’s famous T-101 is a real person or not. You’ll say “Hasta la vista, baby” to philosophical confusion as you develop a new appreciation for the complexities of John and Sarah Connor and the battles between Skynet and the human race.

Arnold "Arnie" Alois Schwarzenegger, born on July 30th, 1947, Thal, Styria, Austria, is an actor, filmmaker, businessman, investor, author, philanthropist, activist, politician, and former professional bodybuilder and powerlifter. He served two terms as the 38th Governor of California from 2003 to 2011.

A wildly entertaining and brutally honest memoir that takes readers from the network newsrooms to the locker rooms of our country's greatest sports teams, pulling the curtain back on celebrity entertainment coverage.

"The plot centers on a husband and wife. Jan, who's recovering from a nervous disorder. They rent a remote cabin from an odd farmer who delights in telling gruesome ghost stories. Then the husband's sister arrives, and all manner of frightening events occur. What happens to the fragile wife as bodies appear and disappear give this classic thriller its tremendously frightening impact." -- Page [4] of cover.

A young woman holds her newborn son And looks at him lovingly. Softly she sings to him: "I'll love you forever I'll like you for always As long as I'm living My baby you'll be." So begins the story that has touched the hearts of millions worldwide. Since publication in l986, Love You Forever has sold more than 15 million copies in paperback and the regular hardcover edition (as well as hundreds of thousands of copies in Spanish and French). Firefly Books is proud to offer this sentimental favorite in a variety of editions and sizes: We offer a trade paper and laminated hardcover edition in a 8" x 8" size. In gift editions we carry: a slipcased edition (8 1/2" x 8 1/4"), with a laminated box and a cloth binding on the book and a 10" x 10" laminated hardcover with jacket. And a Big Book Edition, 16" x 16" with a trade paper binding.

The man who ruled daytime TV for two decades displays the same engaging style that made him so enormously popular--in a memoir bursting with terrific stories told with nostalgia, wit, and more than a touch of class. 100 photos throughout.

If you worry about leaving your dog home alone, both because you love your dog and your house, this book is for you. Most dogs can be left home alone during the day and lead happy, fulfilled doggy lives without destroying your house. Of course, some of them get into trouble at home when you're gone because there's so much fun stuff to do without you to stop them. But a small number of dogs suffer from a serious problem called Separation Anxiety, in which they panic at your departure and stay panicked until you return. This book is designed to help those whose dog really suffers from Separation Anxiety, to help you prevent it from developing, and to help you raise a dog with good house manners.

#1 New York Times Bestseller “Funny and smart as hell” (Bill Gates), Allie Brosh’s Hyperbole and a Half showcases her unique voice, leaping wit, and her ability to capture complex emotions with deceptively simple illustrations. FROM THE PUBLISHER: Every time Allie Brosh posts something new on her hugely popular blog Hyperbole and a Half the internet rejoices. This full-color, beautifully illustrated edition features more than fifty percent new content, with ten never-before-seen essays and one wholly revised and expanded piece as well as classics from the website like, “The God of Cake,” “Dogs Don’t Understand Basic Concepts Like Moving,” and her astonishing, “Adventures in Depression,” and “Depression Part Two,” which have been hailed as some of the most insightful meditations on the disease ever written. Brosh’s debut marks the launch of a major new American humorist who will surely make even the biggest scrooge or snob laugh. We dare you not to. FROM THE AUTHOR: This is a book I wrote. Because I wrote it, I had to figure out what to put on the back cover to explain what it is. I tried to write a long, third-person summary that would imply how great the book is and also sound vaguely authoritative—like maybe someone who isn’t me wrote it—but I soon discovered that I’m not sneaky enough to pull it off convincingly. So I decided to just make a list of things that are in the book: Pictures Words Stories about things that happened to me Stories about things that happened to other people because of me Eight billion dollars* Stories about dogs The secret to eternal happiness* *These are lies. Perhaps I have underestimated my sneakiness!