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Gr Er Als Das Amt

Author: James Comey
Publisher: Droemer eBook
ISBN: 342645422X
Size: 75.90 MB
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Die Erinnerungen von Ex-FBI-Chef James B. Comey sind aktuell, brisant und spannend wie ein Krimi. 2017 von Präsident Trump gefeuert, schreibt Comey einen fesselnden Insider-Bericht über politische Machenschaften und das von Donald Trump korrumpierte System. Ein Sachbuch wie ein Kriminalroman der Extraklasse: James Comeys brisante Erinnerungen an die vergangenen 20 Jahre im Zentrum der Macht zeigen ihn als unbeugsamen Ermittler, der gegen die Mafia, gegen CIA-Folter und NSA-Überwachung, und zuletzt im Wahlkampf 2016 gegen Hillary Clintons Umgang mit dienstlichen Emails und Donald Trumps Russland-Verbindungen vorgegangen ist. Der Weg des parteilosen New Yorker Vorzeigejuristen gleicht einer politischen Achterbahnfahrt: stellvertretender Justizminister unter George W. Bush, zum FBI-Direktor ernannt von Barack Obama und gefeuert von Donald Trump wegen angeblicher Illoyalität. Sein Buch ist ein eindrückliches Lehrstück über den aufrechten Gang in einer verantwortungslosen Regierung.

High Tech High Touch Customer Service

Author: Micah Solomon
Publisher: AMACOM
ISBN: 0814417914
Size: 68.14 MB
Format: PDF, ePub, Docs
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STEVE WOZNIAK, Apple co-founder: "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology." SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book." "Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management HONORS RECEIVED: -SETH GODIN's "Must-Read Reading List,"Late Spring 2012 -CIO Magazine: "Must-read, Summer 2012" -Readitfor.me:"The 8 new business books you need to read NOW" In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline. Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't. Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: * Six major customer trends and what they mean for your business * Eight unbreakable rules for social media customer service * How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content * The rising power of self-service--and how to design it properly * How to build a company culture that breeds stellar customer service ? High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off.

A Higher Loyalty

Author: James Comey
Publisher: Flatiron Books
ISBN: 1250192463
Size: 10.15 MB
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In his book, former FBI director James Comey shares his never-before-told experiences from some of the highest-stakes situations of his career in the past two decades of American government, exploring what good, ethical leadership looks like, and how it drives sound decisions. His journey provides an unprecedented entry into the corridors of power, and a remarkable lesson in what makes an effective leader. Mr. Comey served as director of the FBI from 2013 to 2017, appointed to the post by President Barack Obama. He previously served as U.S. attorney for the Southern District of New York, and the U.S. deputy attorney general in the administration of President George W. Bush. From prosecuting the Mafia and Martha Stewart to helping change the Bush administration's policies on torture and electronic surveillance, overseeing the Hillary Clinton e-mail investigation as well as ties between the Trump campaign and Russia, Comey has been involved in some of the most consequential cases and policies of recent history.

Driving Loyalty

Author: Kirk Kazanjian
Publisher: Crown Business
ISBN: 0385346956
Size: 65.79 MB
Format: PDF
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Must-reading for every manager, entrepreneur, corporate executive, and anyone looking to increase customer satisfaction, boost employee engagement, and significantly enhance the bottom line. In order to build a successful company today, you must create an unbreakable bond of loyalty between your customers and employees. Few have done this better than Enterprise Holdings, owner of the Enterprise, National, and Alamo rental car brands. While Enterprise has long been known for offering excellent customer service, it faced a huge challenge after buying National and Alamo in 2007. Among other things, it had to integrate different cultures, manage a varied workforce, and meet the needs of a much larger and highly divergent customer base. In Driving Loyalty, you’ll get an inside look at how Enterprise began operating these three distinct brands in a way that ultimately led to rising profitability and some of the highest customer and employee satisfaction scores in the industry. You’ll also discover how other thriving companies—from JetBlue and Starbucks to Costco and even Chobani Yogurt—use similar techniques to outsmart the competition and turn customers and employees into raving fans. Driving Loyalty provides a blueprint that businesses of all types can use to deliver exceptional customer service, create a high-performing work environment, build strong brands, instill loyalty, market effectively online and off, and, in turn, power overall performance. In the pages of Driving Loyalty, you'll learn: - Specific strategies for offering exceptional service that will help to increase sales and grow your business. - Principles for developing engaged, high-performing teams - Why the rules of brand building differ based on your target audience - How to effectively leverage social media to better connect with your customers and employees - Why forming strong partnerships can take your company--and your career--to the next level - And much more

Teacher Of Civil War Generals

Author: Allen H. Mesch
Publisher: McFarland
ISBN: 078649834X
Size: 38.14 MB
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“A welcome addition to the literature of the prewar Army and the Civil War volunteer army. Recommend[ed]”—Civil War News “WOW!”—Lone Star Book Review “A solid well-written book…well researched”—Civil War Monitor “Mesch does an excellent job of telling Smith’s story…this is an interesting book about an important and influential officer”—The NYMAS Review “Mesch does an excellent job of telling Smith’s story, while helping the reader get a better grasp of the military practice of the day.”—Strategy Page From West Point to Fort Donelson, General Charles Ferguson Smith was a soldier’s soldier. He served at the U.S. Military Academy from 1829 to 1842 as Instructor of Tactics, Adjutant to the Superintendent and Commandant of Cadets. During his 42-year career he was a teacher, mentor and role model for many cadets who became prominent Civil War generals, and he was admired by such former students as Grant, Halleck, Longstreet and Sherman. Smith set an example for junior officers in the Mexican War, leading his light battalion to victories and earning three field promotions. He served with Albert Sidney Johnston and other future Confederate officers in the Mormon War. He mentored Grant while serving with him during the Civil War, and helped turn the tide at Fort Donelson, which led to Grant’s rise to fame. He attained the rank of major general, while refusing political favors and ignoring the press. Drawing on never before published letters and journals, this long overdue biography reveals Smith as a faithful officer, excellent disciplinarian, able commander and modest gentleman.

Information And Communications For Development 2018

Author: World Bank
Publisher: World Bank Publications
ISBN: 1464813558
Size: 44.85 MB
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The Information and Communications for Development series looks in depth at how information and communications technologies are affecting economic growth in developing countries. This new report, the fourth in the series, examines the topic of data-driven development, or how better information makes for better policies. The objective is to assist developing-country firms and governments in unlocking the value of the data they hold for better service delivery and decision making and to empower individuals to take more control of their personal data. We are undoubtedly experiencing a data revolution in which our ability to generate, process, and utilize information has been magnified many times over by the machines that we increasingly rely upon. This report is about how the data revolution is changing the behavior of governments, individuals, and firms and how these changes affect the nature of development: economic, social, and cultural. How can governments extract value from data to improve service delivery in the same way that private companies have learned to do for profit? Is it feasible for individuals to take ownership of their own data and to use it to improve their livelihoods and quality of life? Can developing-country firms compete with the internet majors on their own turf and be even more innovative in their use of data to serve local customers better? Though the report is aimed primarily at government policy makers, it also has great relevance for individuals concerned about how their personal data is used and how the data revolution might affect their future job prospects. For private sector firms, particularly those in developing countries, the report suggests how they might expand their markets and improve their competitive edge. For development professionals, the report provides guidance on how they might use data more creatively to tackle long-standing global challenges, such as eliminating extreme poverty, promoting shared prosperity, or mitigating the effects of climate change. The report’s chapters explore different themes associated with the supply of data, the technology underlying it, and the demand for it. An overview chapter focuses on government use of data and presentation of definitions. Part I of the report then looks at the “supply side†? of the data sector, with chapters on data connectivity and capacity (where data comes from, how it is stored, and where it goes) and data technology (specifically big data analytics and artificial intelligence) and how this is contributing to development. Part II looks at the sector’s “demand side,†? with a chapter on people’s use of data and another that examines how firms use digital platforms in the data economy and how that contributes to competitiveness. Part III brings together the policy implications for developing-country stakeholders, with a chapter considering government policies for data, including data protection and privacy. A closing Data Notes appendix looks at statistical indicators associated with the use of data and presents the 2018 update of the Digital Adoption Index (DAI), a composite indicator introduced in the 2016 World Development Report: Digital Dividends.

One Of Us

Author: Anne Schraff
Publisher: Saddleback Educational Publ
ISBN: 1616510048
Size: 33.12 MB
Format: PDF, Kindle
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Themes: Hi-Lo, High school, neighborhoods, family, loyalty, friendship, urban teen fiction, bullying, abuse, learning differences, mystery, friendship, guilt. Written for young adults, the Urban Underground series confronts issues that are of great importance to teens, such as friendship, loyalty, drugs, gangs, abuse, urban blight, bullies, and self-esteem to name a few. More than entertainment, these books can be a powerful learning and coping tool when a struggling reader connects with credible characters and a compelling storyline. The highly readable style and mature topics will appeal to young adult readers of both sexes and encourage them to finish each novel. Harriet Tubman HS Series-- Derrick Shaw is struggling to keep a C average at Tubman High School. He suffers a lot of bullying and abuse because he isn't sharp, but he manages along with the help of great friends. In an alley on his way home from a part-time job, Derrick witnesses a murder. To save his life, he promises not to reveal the identity of the shooter, a former Tubman student. But Derrick feels sick and guilty about his vow of silence.

Out Of Our Minds

Author: Craig B. Howley
Publisher: Sourcebooks, Inc.
ISBN: 1618216023
Size: 59.67 MB
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This second edition of the often-cited book on anti-intellectualism, Out of Our Minds, focuses on U.S. schools' failure to care for the intellects and talents of all children, gifted children in particular. The revision comprises 10 chapters: (1) what is intellect and why is it important?; (2) the failure to cultivate intellect in American schooling; (3) intellectualism and anti-intellectualism among teachers; (4) families and credentialism; (5) the anti-intellectual university: (6) the anti-intellectual media: (7) anti-intellectual programming for the gifted; (8) ethics, justice, equality, and intellect; (9) where might an intellectual education reside?; and (10) what might an intellectual education look like? The authors provocatively examine issues of poverty, racism, and sexism and look at new information on the roles of higher education, media and technology, privatization, families, and the global economy as they pertain to the education of students in American schools.

Cengage Advantage Books Making America

Author: Carol Berkin
Publisher: Cengage Learning
ISBN: 0840028717
Size: 71.51 MB
Format: PDF, ePub, Docs
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Developed to meet the demand for a low-cost, high-quality history book, this economically priced version of MAKING AMERICA, Sixth Edition offers readers the complete narrative while limiting the number of features, photos, and maps. All volumes feature a paperback, two-color format that appeals to those seeking a comprehensive, trade-sized history text. Shaped with a clear political chronology, MAKING AMERICA reflects the variety of individual experiences and cultures that comprise American society. MAKING AMERICA provides a clear, helpful text that meets students where they are. For instructors whose classrooms mirror the diversity of today’s college students, the strongly chronological narrative, together with an integrated program of learning and teaching aids, makes the historical content vivid and comprehensible to students at all levels of preparedness. Available in the following options: CENGAGE ADVANTAGE BOOKS: MAKING AMERICA, Sixth Edition (Chapters 1-29); Volume 1: To 1877 (Chapters 1-15); Volume 2: Since 1865 (Chapters 15-29). Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.