English Research

If you're aspiring to satisfy your customers, then you’re aspiring to mediocrity. That's the fascinating premise of From Impressed to Obsessed, a book that will fundamentally change how you think about creating a successful, beloved business. Acclaimed customer experience expert Jon Picoult explains why building customer loyalty requires leaving indelible positive impressions on everyone you work with - not just shaping their experiences, but also shaping their memories.

For decades, Sherry Turkle has shown how we remake ourselves in the mirror of our machines. Here, she illuminates our present search for authentic connection in a time of uncharted challenges. Growing up in postwar Brooklyn, Turkle searched for clues to her identity in a house filled with mysteries. She mastered the codes that governed her mother's secretive life. She learned never to ask about her absent scientist father—and never to use his name, her name. Before empathy became a way to find connection, it was her strategy for survival.

In the old days, when we made physical products, setting project goals wasn’t that hard. But in today’s service - and software-driven world, “done” is less obvious. When is Amazon done? When is Google done? Or Facebook? In reality, services powered by digital systems are never done. So then how do we give teams a goal that they can work on? Mostly, we simply ask teams to build features - but features are the wrong way to go. We often build features that create no value. Instead, we need to give teams an outcome to achieve.

"Writing is spooky," according to Norman Mailer. "There is no routine of an office to keep you going, only the blank page each morning, and you never know where your words are coming from, those divine words." In The Spooky Art, Mailer discusses with signature candor the rewards and trials of the writing life, and recommends the tools to navigate it. Addressing the listener in a conversational tone, he draws on the best of more than fifty years of his own criticism, advice, and detailed observations about the writer's craft.

Point of view is one of the most powerful tools in a writer's kit, but it's also one of the hardest to understand and master. In this book, Sandra Gerth draws on her experience as an editor and a best-selling author to teach you how to handle point of view in a way that will make your readers identify with your main character, draw them into the story, and keep them captivated until the very last page. The book provides concrete examples and exercises that will hone your writing skills, whether you're a novice writer working on her first story or an established author.

Internationally revered cultural anthropologist and marketing expert Clotaire Rapaille reveals for the first time the techniques he has used to improve profitability and practices for dozens of Fortune 100 companies. His groundbreaking revelations shed light not just on business but on the way every human being acts and lives around the world.

On July 22, 2011, Anders Behring Breivik detonated a bomb outside government buildings in central Oslo, killing eight people. He then proceeded to a youth camp on the island of Utøya, where he killed 69 more, most of them teenage members of Norway's governing Labour Party. In One of Us, the journalist Åsne Seierstad tells the story of this terrible day and what led up to it. What made Breivik, a gifted child from an affluent neighborhood in Oslo, become a terrorist?

Is cosleeping safe? How important is breastfeeding? Are food allergies preventable? Should we be worried about the aluminum in vaccines? Searching for answers to these tough parenting questions can yield a deluge of conflicting advice. In this revised and expanded edition of The Science of Mom, Alice Callahan, a science writer whose work appears in the New York Times and the Washington Post, recognizes that families must make their own decisions and gives parents the tools to evaluate the evidence for themselves.

Delve into the labyrinth of Jorge Luis Borges’s thoughts on the theory and practice of literature, and learn from one of the most influential writers of the twentieth century not only what a writer does but also what a writer is. For the first time ever, here is a volume that brings together Borges’s wide-ranging reflections on writers, on the canon, on the craft of fiction and poetry, and on translation—an ars poetica of one of the twentieth century’s greatest writers.

Gary Webb had an inborn journalistic tendency to track down corruption and expose it. For over thirty-four years, he wrote stories about corruption from county, state, and federal levels. He had an almost magnetic effect to these kinds of stories, and it was almost as if the stories found him. It was his gift, and, ultimately, it was his downfall.

Erin Arvedlund, the financial reporter who questioned the amazing returns of Bernie Madoff's hedge funds way back in 2001, traces the life of the infamous swindler and addresses the tough questions surrounding the collapse of his Ponzi scheme.

When it comes to writing books, are you a "plotter" or a "pantser"? Is one method really better than the other? In this instructional book, author Libbie Hawker explains the benefits and technique of planning a story before you begin to write. She'll show you how to develop a foolproof character arc and plot, how to pace any book for a can't-put-down reading experience, and how to ensure that your stories are complete and satisfying without wasting any time or words.

Whether it's correctly naming the parts of a horse, knowing how lords and ladies address one another, or building a realistic fantasy army, getting the details right takes fantasy writing to the next level. Featuring some of the most popular articles from Dan Koboldt’s Fact in Fantasy blog as well as several never-before-seen essays, this book gives aspiring and established fantasy writers alike an essential foundation to the fascinating history and cultures of our own world, which serve as a jumping-off point for more inspired and convincing fantasy.

The vast majority of writers begin the storytelling process with only a partial understanding of where to begin. Some labor their entire lives without ever learning that successful stories are as dependent upon good engineering as they are artistry. But the truth is, unless you are master of the form, function, and criteria of successful storytelling, sitting down and pounding out a first draft without planning is an ineffective way to begin. Story Engineering starts with the criteria and the architecture of storytelling, the engineering and design of a story....

The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success

Whether you’re a born storyteller or need a little assistance from spellcheck and the thesaurus, Lauren Bingham is here to help you make it the “write time” to make your author’s dreams a reality. How to Write a Book: A Book for Anyone Who Has Never Written a Book (But Wants To) is filled with insight into what makes writers tick and how to bring the passion out on paper.

With so many excellent writing guides lining bookstore shelves, it can be hard to know where to look for the best advice. Should you go with Natalie Goldberg or Anne Lamott? Maybe William Zinsser or Stephen King would be more appropriate. Then again, what about the classics - Strunk and White, or even Aristotle himself? In Murder Your Darlings, Roy Peter Clark, who has been a beloved and revered writing teacher to children and Pulitzer Prize winners alike for more than 30 years, has compiled a remarkable collection of more than 100 of the best writing tips.

Behind most major political stories in the modern era, there is an agenda - an effort by opposition researchers, spin doctors, and outside interests to destroy an idea or a person. The tactic they use is the Smear. Every day, Americans are influenced by the Smear without knowing it. Paid forces cleverly shape virtually every image you cross. Maybe you read that Donald Trump is a racist misogynist or saw someone on the news mocking the Bernie Sanders campaign. The trick of the Smear is that it is often based on some shred of truth.

Authentic influence is about more than creating a strong initial connection - it's about sustaining professional relationships long after an agreement has been reached. Based on their commitment to listening, genuine engagement, and the pursuit of win-win outcomes, authors Mark Goulston and John Ullmen share a new method that business leaders can use to examine priorities, learn about the needs of key players, earn others' attention, motivate others to hear more, and add value with question and actions.

In All We Want, award-winning author Michael Harris dismantles our untenable consumer culture and delivers surprising, heartwarming alternatives. Drawing on the wisdom of philosophers, scientists, and artists, Harris uncovers three realms where humans have always found deeper meaning: the worlds of Craft, the Sublime, and Care.