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Dedicated to those who would love to make their work environment as polished and customer-friendly as a day at Disney, The Wonderful World of Customer Service at Disney is a celebration of great business practices that can be applied to any service organization. See it from the eyes of J. Jeff Kober, a foremost leader in the best business practices of not only Disney, but some of the best world-class organizations.

• Sales Rank: #1829126 in Books
• Published on: 2009-02-09
• Binding: Paperback
• 150 pages

About the Author
For over twenty-five years Jeff has focused on performance initiatives for the private and public sector. Those activities have ranged from providing leadership programming for top executives at GE to transforming the customer service experience for over 125,000 employees of Starwood Hotels & Resorts. Clients have included Shell, Federal Express, Office Depot, MetLife, Boeing and Volkswagen of North America. Consulting solutions have ranged from leadership to performance management; from customer loyalty to team building. Many of Jeff's consultant activities were associated with The Disney Institute, a best-practices institution modeled on America's first corporate university. While there, Jeff was responsible for building Disney's customer service and creativity programs. The models, concepts, and examples of that program were later introduced to corporate America in Be Our Guest, a popular benchmarking title published by The Disney Institute, with a forward by Michael Eisner. As chief Learning Architect of The Public Strategies Group, Jeff has been focused on the establishment and support of training and development for federal, state and local entitles. This includes a multi-year focus in transforming Federal Student Aid for The Department of Education. As a keynote speaker he has addressed a wide variety of topics for groups like Miami-Dade, The City of Sammamish and the governor's office in Iowa. While in Iowa he also created performance management training for the Department of Administrative Services, and for the Department of Corrections. Recently he has been providing leadership-wide development and support for the New York City Department of Finance. Jeff is now President of Performance Journeys, a training and development group devoted to developing and implementing performance improvement and learning in the workplace. He is also CEO for World Class Benchmarking, where he provides a programming series that benchmarks many of America's greatest organizations, such as Nordstrom, Ritz-Carlton and JetBlue. Recently, World Class Benchmarking supports organizations with thought leadership and practical solutions in building great brands, creating high-performance cultures, and in establishing world class results.

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2 of 2 people found the following review helpful.
A fun book, and easy to apply to your own business
By Neal Anderson
Jeff Kober does a great job at showing the inner workings at Disney from a fans viewpoint, then explains how things work and why. The best part, though, is how he shows you how you can apply these practices to improve your own business. I highly reccomend his book.

0 of 0 people found the following review helpful.
Behind The Scenes Insights From An Actual Disney Leader
By Mark D. Jones
J. Jeff Kober's book is a refreshing addition to the long list of business books written about the Disney Company. As an actual former leader of the Disney organization, Mr. Kober provides legitimacy to the numerous first-hand stories he shares as well as to his many insightful business applications.

Disney has long been renowned for their ability to exceed extraordinarily high expectations of "guests" from all over the world. "The Wonderful World Of Customer Service At Disney" provides an in-depth exploration of how The Disney Company earns this reputation each and every day.

Written in three sections, Kober covers the entire customer service experience by revealing the following:

1. "The Mind of Service": Showing how world-class providers of service think and what they focus on that makes them different/better - everything from connecting to values to getting buy-in on standards of excellence.

2. "The Hands Of Service": Details the "how" of delivering consistently high levels of service from the operational standpoints of people, setting, and process. Detailing actual employee behaviors, Kober shares great specific examples of behind-the-scenes business tips that lead to "on stage" (as Disney puts it) operational/customer experience results.

3. "The Heart Of Service": In addition to the myriad of tips Kober provides, he delves into what needs to happen to make a special experience even more magical. By showing how to make each and every customer feel important, understood, and valued, Mr. Kober unlocks solutions to some of the challenges every business leader faces today.

J. Jeff Kober has succeeded in packing more value into 150 pages than most other business books on the market today. His extremely readable and "cut to the chase" style really does the job - allowing us to catch the real-life "magic" and still have time to actually implement it in our own operation.

If every leader truly interested in making huge improvements in their business results read this book and made it required reading for their employees, we might actually see some way-overdue transformation in the way we're treated as customers. I know consumers everywhere are eager to be loyal to a company that makes this important effort - and J. Jeff Kober's book actually shows us how.

5 stars!

0 of 0 people found the following review helpful.
Pixie Dust
By Jula Jannausch
Behind the costumes, the fantasy and the magic, Disney World is a business like any other. And while some may think it is an unlikely business against which to benchmark, in his book, Jeff Kober has clearly demonstrated that it is clearly among the best.

Con-way learned this first hand nearly a decade ago through observation and study of the business behind the magic - and if a transportation (trucking) company can find transferable best practices from an entertainment business, anyone can find the 'golden nuggets'
that can change or enhance their business model for greater effectiveness. "The Wonderful World of Customer Service at Disney", is the best resource to support this journey.

Con-way's view of the role culture can play in business success was impacted by our Disney experience and our best practices have since become a model for other businesses in turn. So, whether your mission is to deliver happiness or freight, a little pixie dust can never hurt.

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[Z742.Ebook] Download PDF Johannes Kepler: Discovering the Laws of Celestial Motion (Renaissance Scientists), by William J. Boerst

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Book by Boerst, William J.

• Sales Rank: #1598327 in Books
• Brand: Brand: Morgan Reynolds Pub
• Published on: 2003-05-01
• Original language: English
• Number of items: 1
• Dimensions: .55" h x 6.06" w x 9.44" l, .78 pounds
• Binding: Library Binding
• 144 pages

Features

• Used Book in Good Condition

From School Library Journal
Grade 6-9-This 17th-century German mathematician and astronomer discovered three laws of planetary motion and was a key to further discoveries of natural law. Kepler, a Protestant, was persecuted during the counter-Reformation, lost a wife and several children to disease, saw his mother tried as a witch, and had constant financial difficulties, yet persevered in his quest for mathematical truths. In this detailed biography, both his academic work and his personal travails are carefully documented. Period portraits and images reproduced in full color and black and white as well as diagrams and maps enhance the presentation and help to hold readers' interest. Those not fully versed in the fundamentals of physics and mathematics will still be able to grasp the material presented. Boerst's theory that Kepler was looking for harmony in the universe as an antidote to the religious disharmony of his time is apocryphal but interesting. With a time line and bibliography consisting of both primary and secondary sources, this is a worthwhile source for information on both the life and works of this Renaissance genius.
Eva Elisabeth VonAncken, Trinity-Pawling School, Pawling, NY
Copyright 2003 Reed Business Information, Inc.

From Booklist
Gr. 6-9. Similar in format and approach to Boerst's Tycho Brahe: Mapping the Heavens (2003), also from the Renaissance Scientists series, this biography looks at the life, times, and accomplishments of German astronomer Johannes Kepler (1571-1630). Kepler, using Copernicus' heliocentric model and Brahe's data, made an enormous number of mathematical calculations and took some imaginative leaps to come up with his laws of planetary motion. Boerst not only offers a good portrait of the astronomer and his work but also shows the effects of the contentious political and religious forces that created upheaval in his society and made scholarship anything but a safe haven. The well-designed pages feature excellent color illustrations, such as maps, diagrams, and many period paintings and prints. Back matter includes a time line, source notes for quotations, a bibliography, and a list of recommended Web sites. Carolyn Phelan
Copyright � American Library Association. All rights reserved

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[E133.Ebook] Ebook Download Which Self Are You?, by Astra Niedra

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Gain greater self-awareness, a connection to more of who you are, and enrich your life!

Meet your family of inner selves - the parts of your personality that together make up who you are and affect how you experience your life (just like in the film�Inside Out.)

Which Self Are You? describes 44 selves, including the Pleaser, Inner Critic, Perfectionist, Responsible Parent, Achiever, Warrior, Romantic, Spiritual Seeker, Procrastinator, Joker, Adventurer, Princess, Creative, Playful Child, Vulnerable Child, Rebel, Patriarch, the Wise self, and more.

It introduces you to the Psychology of Selves, the theoretical framework on which Voice Dialogue - the psycho-spritual approach to consciousness developed by Drs Hal and Sidra Stone - is based.

As you read through the descriptions of the selves you'll begin to realise which ones are dominant in you and which ones you are not so aware of. You'll see which selves you have become identified with and how they affect your sense of self, your relationships, your career and other choices.

If you would like to enjoy a fuller and richer life, and enhance your ability to make better choices, then becoming more conscious of the various aspects of yourself is work that will help you enormously.

• Sales Rank: #575411 in eBooks
• Published on: 2013-12-16
• Released on: 2013-12-16
• Format: Kindle eBook

About the Author
Astra Niedra is a teacher of Voice Dialogue, a unique approach to consciousness growthwhich involves working with the parts or selves of the psyche in order to develop greater awareness, understanding and compassion, and ultimately more conscious choice in how we lead our lives. Astra Niedra is also author of The Perfect Relationship, Enlightenment through Motherhood, and The Greatest Relationship Secret.

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4 of 4 people found the following review helpful.
A wonderful experience to read
By blakjak
Well I just finished this ebook and I feel great. This is the follow up book to the author's free book Me! Me! Me! Which Inner Self is Running Your Life?, which describes the theory of selves. Essentially the theory of selves posit that there are several "selves" that make up our whole, and each of these selves have a particular set of characteristics. There is the fun loving "party animal", the flexible and conforming "chameleon" , the evaluative "judge" and so forth. We all differ in how these selves are exhibited in us.

The fascinating thing about this book isn't just the joy of the discovery of the selves, their characteristics, strengths/weaknesses and so on. But once you begin to "own" these parts of yourself you begin to come alive. It is really an enjoyable process. Once we begin to own these selves, it allows us to harness them to appropriate levels so that they are in essence being demonstrated in healthy magnitudes. This leads to greater harmony and greater self control, as well as greater self awareness.

The book describes 44 different selves, and also points out opposite selves for each one. The descriptions are detailed, interesting, and succinct. Never do you feel the descriptions are too verbose. It is also 53 pages long and I have to be honest it leaves you wanting more. That said I am really happy that I got to read this book. It was not only informational and illuminating, but a lot of fun.

2 of 2 people found the following review helpful.
very helpful
By Ellen S Robinson
A full survey tour of selves. The author admits she can't go further into each or the book would double in size.

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• Published on: 1800
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This text introduces to undergraduates the more abstract concepts of advanced calculus, smoothing the transition from standard calculus to the more rigorous approach of proof writing and a deeper understanding of mathematical analysis. The first part deals with the basic foundation of analysis on the real line; the second part studies more abstract notions in mathematical analysis. Each topic contains a brief introduction and detailed examples.

• Sales Rank: #3255761 in eBooks
• Published on: 2003-02-12
• Released on: 2003-02-12
• Format: Kindle eBook

Review

From the reviews:

THE BULLETIN OF MATHEMATICS BOOKS

"It is written primarily for advanced students of mathematics – in the 3rd of 4th year of their degree – who wish to specialize in pure and applied mathematics, but it will also prove useful to students of physics, engineering and computer science who also use advanced mathematical techniques."

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[V402.Ebook] PDF Download Walk Off Weight: Burn 3 Times More Fat with This Proven Program, by Michele Stanten

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Walking is America's #1 form of exercise―and with good reason. It's easy, cheap, and can be
done anywhere. Now, Prevention magazine takes fun, low-impact walking to the next level with a
new 8-week program that will help you lose 3 times more weight―and keep it off. Designed by
certified fitness trainer Michele Stanten, the program jump-starts weight loss with core and lowerbody
strength exercises as well as special walking routines, including interval walks, which research
shows burn calories twice as fast as regular walking. Women who tried the program for 8 weeks:
- lost up to 22�/� pounds and 12� inches
- lowered their blood pressure and blood glucose levels
- had less back and joint pain
- improved their posture, balance, flexibility, and boosted their energy

Paired with a delicious, well-balanced meal plan and easy strength-training exercises, Walk Off Weight also helps you pick out the perfect walking sneakers and gives you technique tips to increase your speed and avoid soreness or injury.

• Sales Rank: #480713 in Books
• Published on: 2011-03-01
• Released on: 2011-03-01
• Original language: English
• Number of items: 1
• Dimensions: 9.16" h x .94" w x 7.49" l, 1.54 pounds
• Binding: Paperback
• 352 pages

Features

• Health
• Fitness
• Weight Loss
• Walk Off Weight
• Michele Stanten

About the Author

MICHELE STANTEN is the fitness director of Prevention, the nation's #1 healthy lifestyle magazine. Stanten is also the author of Firm Up in 3 Weeks. She lives in Coopersburg, PA.

Most helpful customer reviews

104 of 107 people found the following review helpful.
This program works!
By J. Parker
This book got me moving, and has changed my life in a major way. There are unbelievably detailed descriptions of each day's walk, lots of photos, entries from those who've used the program in the past, inspirational sections, plus menus and recipes.

I lost over ten pounds the first two months, and four inches off my belly.

The book is so detailed as to be almost overwhelming. I first read about the WOW program in a short article on the Prevention Magazine website, tried it out for a couple of weeks, and then ordered the book. That condensed version is simple and might be a good place to start for those deciding if WOW is for them.

38 of 38 people found the following review helpful.
WALK OFF WEIGHT
By Anthony Vincent Gallaro
I purchased this WALK OFF WEIGHT book to augment my walking program for weight control.The book features many work out schedules and is well illustrated with many exercises as well as two weeks of recipies.I would strongly recommend this for anyone who wants to lose weight and control their weight.I purchased this book from Amazon.

56 of 62 people found the following review helpful.
I returned it
By Kokopelli
I was excited about beginning this program, and I assumed that it would be an excellent one because it's from Rodale. Unfortunately, I was disappointed in the content and I am returning it. I actually purchased it from Rodale, so I paid the premium price. I will echo two of the sentiments of a couple of other reviewers. First, it really is meant for someone who knows nothing about exercise and nutrition, and second, it wastes a lot of space on irrelevant details. Although this review is not meant to be of the mp3 and its recorded voice, I did not find it to be motivating, and the music was boring and didn't encourage vigorous walking, IMO.

I think a better approach is to commit to yourself that you are going to walk every day (or at least five times a week)and then DO IT. Since summer is upon us, I hope that you will do as early in the morning as possible because the heat can be dangerous. Also, drink plenty of water before you begin and when you get back from the walk. As you begin to be conditioned, you will intuitively increase your speed and distance. The very basic concept of interval training (a period of milder exercise followed by a period of more strenuous exercise, repeated throughout the exercising) is presented in the book, but again, that's pretty basic information.

See all 57 customer reviews...

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[N317.Ebook] PDF Download Get High Now (without drugs), by James Nestor

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Get High Now (without drugs), by James Nestor

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Get High Now is an illustrated, mind-blowing magic carpet ride of more than 175 ways to alter human perception and consciousnesswithout drugs or alcohol. Culled from science, physiology, spiritual practices, and the audio visual arts, these "all natural" highs playfully and safely explore the mind-body connection to entertaining and illuminating effect. Accessible and well-researched, each entry introduces concepts such as lucid dreaming, optical and auditory illusions, controlled breathing, meditation, time compression, and physical and mental exercises, explaining the ways in which they affect our minds and bodies and how to do them. Readers follow the author and his "HighLab" testing team through mind-bending and sometimes hilarious investigations, such as how to lull the mind into hallucinatory states with audio loops; why multiple bee stings lead to euphoric states; what cheeses to eat to induce psychedelic lucid dreams; how to control your breathing to create an out-of-body experience; and many more. Including solo, tandem, and group highs, Get High Now features hundreds of ways to calm or stimulate the senses and open new windows to experiencing the world.

• Sales Rank: #434211 in Books
• Brand: Brand: Chronicle Books
• Published on: 2009-09-09
• Original language: English
• Number of items: 1
• Dimensions: 7.00" h x .50" w x 5.00" l, .59 pounds
• Binding: Paperback
• 267 pages

Features

• Used Book in Good Condition

About the Author
James Nestor has written for Dwell, the San Francisco Chronicle, NPR's Marketplace, Outside, and Salon. He lives in San Francisco.

Most helpful customer reviews

67 of 71 people found the following review helpful.
More than I expected
By Louise
I got a copy of this thinking it would look cool on my coffee table and honestly, it's more than just a pretty cover. It's hysterical! Kinda reminds me of the Worst Case Scenario books -- when they first came out, before they were overdone. The techniques, seriously, really do work for a quick, legal, mid-day energy boost (some of them higher than others). I work from home and have found myself trying a few of these "tricks" to get a little inspiration and creativity. It's like I'm tapping into some kind of weird energy. The website is a great design ([...]) with audio and video highs and I'm downloading the iPhone app. Great for writers, creatives, non-religious spiritualists, yoga fans or 20-something guys who like to snicker at the cover. Oh, and it does look really cool on my coffee table.

39 of 42 people found the following review helpful.
Tapping Into Our Senses
By Larry Underwood
James Nestor has compiled over 175 ways to get high, without the expense, legal ramifications and/or risk to your health that comes from the doing the other stuff. Ironically, alcohol & tobacco are the most dangerous drugs known to man, yet they're legal. Add a little processed sugar to the mix and you'll be dead before you know it; at least you avoided criminal prosecution.

Seriously, this is quite an engaging resource for tapping into our senses, to produce natural highs; and they really work. I just tried the "hypnagogic induction" and I inadvertently created the most incredible lucid dream I've ever had; filled with amazingly detailed designs that would make Peter Max proud. The good news is, it's completely safe and cost-free during these tough economic times. No wonder this thing's selling like crazy.

Not all of Nestor's suggestions are for everyone, of course. Personally, I can't imagine eating or smoking ants to get a buzz, or looking for that dopamine high if I happen to get repeatedly stung by bees. Thanks, but no thanks.

However, this book comes highly recommended for anyone trying to get the most out of their natural states. The brain really is a marvelous device and it functions best when no outside chemicals are introduced into the mix; hear that, kids?

Nestor has unlocked the keys to our imagination; but this "Twilight Zone" won't freak you out.

25 of 29 people found the following review helpful.
I want to get high, so high....
By J. Ceazan
I bought this book because, like all humans, I like to get high once
in a while. To my surprise and delight, most of the book is devoted to
the story behind the high, rather than actual instructions on
achieving the specific high. While you can definitely use the step by
step methods to get high (without drugs), and I have, I found it more
interesting as a straight read-through on the history and factoids
behind each high.

Probably the first altered state of consciousness I ever became aware
of was spinning on a merry go round as a little kid and, like most
people, I've discovered and enjoyed other highs throughout my life. As
a world traveler, it's not hard to notice that different cultures all
over the globe have distinct methods for achieving altered states.
It's a universal impulse for mankind and one that's as natural as any
of our other desires. This book researches dozens and dozens of
"highs" from all over the world, and presents them in accessible,
often hilariously written little nuggets. Most include scientific
explanations, which I thought pretty fascinating. It's a fun trip
either which way.

See all 35 customer reviews...

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[L321.Ebook] Download Introduction to Linear Elasticity, by Phillip L. Gould

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This applications-oriented introduction fills an important gap in the field of solid mechanics. Offering a thorough grounding in the tensor-based theory of elasticity for courses in mechanical, civil, materials or aeronautical engineering, it allows students to apply the basic notions of mechanics to such important topics as stress analysis. Further, they will also acquire the necessary background for more advanced work in elasticity, plasticity, shell theory, composite materials and finite element mechanics. This second edition features new chapters on the bending of thin plates, time-dependent effects, and strength and failure criteria.

• Sales Rank: #12549855 in Books
• Published on: 1994-01-01
• Original language: English
• Number of items: 1
• Dimensions: 9.25" h x .58" w x 6.10" l, .80 pounds
• Binding: Paperback
• 256 pages

Most helpful customer reviews

1 of 1 people found the following review helpful.
Decent book for elasticity
By DoreMan
I had to buy this book as the instructor suddenly changed the text that year only. This book is a decent introduction for elasticity. It is a first year graduate level book and introduces the topic of elasticity in a gentle manner. The one big problem with this book is that it has limited examples. However, it does solve several problems in linear elasticity and serves as a good reference material. It is a little too pricey. If not for my course, I would have definitely used some other text.

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