THEODORE B. KINNI

Hannis Arc, working on the tapestry of lines linking constellations of elements that constituted the language of Creation recorded on the ancient Cerulean scroll spread out among the clutter on his desk, was not surprised to see the seven etherial forms billow into the room like acrid smoke driven on a breath of bitter breeze. Like an otherworldly collection of spectral shapes seemingly carried on random eddies of air, they wandered in a loose clutch among the still and silent mounted bears and beasts rising up on their stands, the small forest of stone pedestals holding massive books of recorded prophecy, and the evenly spaced display cases of oddities, their glass reflecting the firelight from the massive hearth at the side of the room. Since the seven rarely used doors, the shutters on the windows down on the ground level several stories below stood open as a fearless show of invitation. Though they frequently chose to use windows, they didn't actually need the windows any more than they needed the doors. They could seep through any opening, any crack, like vapor rising in the early morning from the stretches of stagnant water that lay in dark swaths through the peat barrens.

Aprender de la experiencia. Los autores examinan detenidamente 21 compañías de éxito. Cada análisis comienza con una cita introductoria de alguno de sus líderes y con una instantánea ejecutiva, mediante la cual se ofrece una perspectiva rapida de la compañia en cuestion.

Sure-Fire, Cant-Miss Tips, Techniques, and Ideas for Building Lifelong Customer LoyaltyImagine having the customer-service secrets of the worlds most successful businesses right at your fingertips. With this book you can! Authors Donna Greiner and Theodore Kinni spent five years uncovering how Nordstrom, Southwest Airlines, Ritz-Carlton, American Express, and other world-class companies keep their customers for life. The result is 1,001 timely, entertaining, and brilliantly inventive customer-retention ideas. Inside, youll discover the secrets to: ·Creating products/services tailored to your customers needs·Recognizing and rewarding your most profitable trophy customers ·Using three kinds of guarantees to build customer trust ·Turning first-time customers into frequent buyers ·And much more!