The inspiring true story of the first Girl Scout troop founded for and by girls living in a shelter in Queens, New York, and the amazing, nationwide response that it sparked “A powerful book full of powerful women.”—Chelsea Clinton Giselle Burgess was a young mother of five trying to provide for her family. Though she had a full-time job, the demands of ever-increasing rent and mounting bills forced her to fall behind, and eviction soon followed. Giselle and her kids were thrown into New York City’s overburdened shelter system, which housed nearly 60,000 people each day. They soon found themselves living at a Sleep Inn in Queens, provided by the city as temporary shelter; for nearly a year, all six lived in a single room with two beds and one bathroom. With curfews and lack of amenities, it felt more like a prison than a home, and Giselle, at the mercy of a broken system, grew fearful about her family’s future. She knew that her daughters and the other girls living at the shelter needed to be a part of something where they didn’t feel the shame or stigma of being homeless, and could develop skills and a community they could be proud of. Giselle had worked for the Girl Scouts and had the idea to establish a troop in the shelter, and with the support of a group of dedicated parents, advocates, and remarkable girls, Troop 6000 was born. New York Times journalist Nikita Stewart settled in with Troop 6000 for more than a year, at the peak of New York City’s homelessness crisis in 2017, getting to know the girls and their families and witnessing both their triumphs and challenges. In Troop 6000, readers will feel the highs and lows as some families make it out of the shelter while others falter, and girls grow up with the stress and insecurity of not knowing what each day will bring and not having a place to call home, living for the times when they can put on their Girl Scout uniforms and come together. The result is a powerful, inspiring story about overcoming the odds in the most unlikely of places. Stewart shows how shared experiences of poverty and hardship sparked the political will needed to create the troop that would expand from one shelter to fifteen in New York City, and ultimately inspired the creation of similar troops across the country. Woven throughout the book is the history of the Girl Scouts, an organization that has always adapted to fit the times, supporting girls from all walks of life. Troop 6000 is both the intimate story of one group of girls who find pride and community with one another, and the larger story of how, when we come together, we can find support and commonality and experience joy and success, no matter how challenging life may be.

With a focus on the tools needed for working in the PR industry, Public Relations Campaigns: An Integrated Approach gives students a hands-on introduction to creating successful, integrated PR campaigns. Authors Regina M. Luttrell and Luke W. Capizzo present the ROSTIR model (research/diagnosis, objectives, strategy, tactics, implementation, and reporting/evaluation) and PESO model (paid, earned, shared/social, and owned media) to show students a framework for practitioners to plan effectively and use all of the resources available to them to create winning campaigns. The Second Edition emphasizes the importance of diversity initiatives and teaches students how to integrate a cross-cultural approach to PR strategies.

Customer experience pioneer Jeanne Bliss shows why “Make Mom Proud” companies outperform their competition. Her 5-step guide to customer experience and culture transformation makes this achievement possible. Bliss urges companies to make business personal to earn ardent fans and admirers, by focusing on one deceptively simple question: "Would you do that to your mother?" “Make Mom Proud” companies give customers the treatment they desire, and employees the ability to deliver it. They turn “gotcha” moments into “we’ve got your back” moments by rethinking business practices, and they enable employees to be part of the solution to fix customer frustrations. Bliss scoured the marketplace seeking companies who excel at living their core values, grounded in what we all learned as kids. She offers a five-step plan for evaluating your current behaviors and implementing actions at every level of the organization. Step 1. “Be the Person I Raised You to Be” Understand how you are hiring, developing and trusting employees to bring the best version of themselves to work. Vail resorts, for example, the world's largest ski resort operator, banned the three words "Our policy is..." from their vocabulary, freeing employees to take spirited actions to deliver "the experience of a lifetime." Step 2. “Don’t Make Me Feed You Soap” Learn the eight key frustrations that bind us as customers (waiting, fear, anxiety, the black hole of no communication, etc.) and how to apply actions from companies who are delivering a seamless, frictionless and easy experience. Step 3. “Put Others Before Yourself” Determine if your focus is on helping customers achieve their goals – and evaluate how that is fueling your growth. Canada's Mayfair Diagnostics, for example, spent over a year studying the emotions of patients entering an imaging clinic, so they could redesign their welcome to deliver warmth and caring over procedure and process. The newly designed clinic achieved profitability in record time. Step 4. “Take the High Road” Learn how companies who do the right thing rise above the competition. Virgin Hotels, for example, named #1 U.S. hotel by Conde Nast Reader's Choice Awards, walked away from price gouging at the mini bar, so you'll never pay more for that Snickers bar than what you'd pay at the corner market. Step 5. “Stop the Shenanigans!” Evaluate your current company behaviors and identify the key actions that you can begin immediately. With 32 case studies and examples from more than 85 companies, this is a practical and easy to follow guide for your experience and culture transformation. Filled with comics to snapshot our experiences as customers, a “mom lens” to reflect continuously on your performance, and a “make-mom-proud-ometer” quiz – the book makes Bliss’s approach accessible and approachable. Join the movement to #MakeMomProud by applying this book across your organization. Whether you're contemplating your company's returns policy, its social media presence, or its big-picture strategy, this approach will help your company anticipate both employee and customer needs, extend patience, and show respect at all times.