John A. Larson – författare

Written by two highly successful business coaches and management consultants, this book explains how to improve profitability by focusing on turning a business's already satisfied customers into highly satisfied customers by removing their sense of risk. The authors also provide a fail-safe method for identifying the risks inherent in your business.Every business owner or manager knows that creating satisfied customers is key to establishing customer loyalty and building a business. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. Using research to demonstrate how striving to turn merely satisfied customers into highly satisfied customers significantly affects loyalty behaviors and in turn boosts profits, Capturing Loyalty lays out a new approach to a very old problem. Additionally, it presents a blueprint for identifying the perceived risks to consumers inherent in your business—many of which are not readily apparent to the casual or even invested observer—and explains how to minimize those risks.Authors Larson and McClellan explain why trying to ensure 100% customer satisfaction is not the path to achieving customer loyalty, and that the reality is that customer dissatisfaction is rarely the result of an error a business has made—two concepts that many initially find counterintuitive. You'll learn how to offer your company's products and services in a manner that creates highly satisfied customers, understand the true value and vast economic benefits of having highly satisfied customers, and see why highly satisfied customers are actually cheaper to serve than others. The book presents a clear and comprehensive plan for creating a loyalty initiative suitable to your business and cascading it through your entire organization, from the C-suite to the line employees.

This Festschrift in honor of Prof. Edward F. Wente contains contributions by forty-three of his colleagues and friends. Contents: Publications and Communications of Edward F. Wente ( C. E. Jones ); A Monument of Khaemwaset Honoring Imhotep ( J. P. Allen ); Feuds or Vengeance? Rhetoric and Social Forms ( J. Baines ); Theban Seventeenth Dynasty ( J. von Beckerath ); Inventory Offering Lists and the Nomenclature for Boxes and Chests in the Old Kingdom ( E. Brovarski ); A Case for Narrativity: Gilt Stucco Mummy Cover in the Graeco-Roman Museum, Alexandria, Inv. 27808 ( L. H. Corcoran ); Opening of the Mouth as Temple Ritual ( E. Cruz-Uribe ); A Letter of Reproach ( R. J. Demaree ); Creation on the Potter's Wheel at the Eastern Horizon of Heaven ( P. F. Dorman ); The Border and the Yonder Side ( G. Englund ); Enjoying the Pleasures of Sensation: Reflections on a Significant Feature of Egyptian Religion ( R. B. Finnestad ); Some Comments on Khety's Instruction for Little Pepi on His Way to School (Satire on the Trades) ( J. L. Foster ); On Fear of Death and the Three bwts Connected with Hathor ( P. J. Frandsen ); Two Inlaid Inscriptions of the Earliest Middle Kingdom ( H. Goedicke ); Historical Background to the Exodus: Papyrus Anastasi VIII ( S. I. Groll ); The Mummy of Amenhotep III ( J. E. Harris ); Fragmentary Quartzite Female Hand Found in Abou-Rawash ( Z. Hawass ); Two Stelae of King Seqenenre Djehuty-aa of the Seventeenth Dynasty ( H. Jacquet-Gordon ); A Marital Title from the New Kingdom ( J. J. Janssen ); Remarks on Continuity in Egyptian Literary Tradition ( R. Jasnow ); Ethnic Considerations in Persian Period Egypt ( J. H. Johnson ); The nfrw-Collar Reconsidered ( W. R. Johnson ); The Wealth of Amun of Thebes under Ramesses II ( K. A. Kitchen ); Wie jung ist die memphitische Philosophie auf dem Shabaqo-Stein? ( R. Krauss ); 'Listening' to the Ancient Egyptian Woman: Letters, Testimonials, and Other Expressions of Self ( B. S. Lesko ); Some Further Thoughts on Chapter 162 of the Book of the Dead ( L. H. Lesko ); Royal Iconography of Dynasty 0 ( T. J. Logan ); The Auction of Pharaoh ( J. G. Manning ); Semi-Literacy in Egypt: Some Erasures from the Amarna Period ( P. Der Manuelian ); Vinegar at Deir el-Medina ( N. B. Millet ); Observations on Pre-Amarna Theology during the Earliest Reign of Amenhotep IV ( W. J. Murnane ); Zum Kultbildritual in Abydos ( J. Osing ); Sportive Fencing as a Ritual for Destroying the Enemies of Horus ( P. A. Piccione ); An Oblique Reference to the Expelled High Priest Osorkon? ( R. K. Ritner ); The Ahhotep Coffins: The Archaeology of an Egyptological Reconstruction ( A. M. Roth ); A Litany from the Eighteenth Dynasty Tomb of Merneith ( D. P. Silverman ); Nag-ed-Deir Papyri ( W. K. Simpson ); O. Hess = O. Naville = O. BM 50601: An Elusive Text Relocated ( M. J. Smith ); Celibacy and Adoption among God's Wives of Amun and Singers in the Temple of Amun: A Re-examination of the Evidence ( E. Teeter ); New Kingdom Temples at Elkab ( C. C. Van Siclen III ); Menstrual Synchrony and the 'Place of Women' in Ancient Egypt (OIM 13512) ( T. G. Wilfong ); Serra East and the Mission of the Middle Kingdom Fortresses in Nubia ( B. B. Williams ); End of the Late Bronze Age and Other Crisis Periods: A Volcanic Cause? ( F. J. Yurco ).

This fully illustrated catalogue of essays, descriptions, and commentary accompanies the Oriental Institute special exhibit Picturing the Past: Imaging and Imagining the Ancient Middle East (on exhibit February 7 through September 2, 2012). Picturing the Past presents paintings, architectural reconstructions, facsimiles, models, photographs, and computer-aided reconstructions that show how the architecture, sites, and artifacts of the ancient Middle East have been documented. It also examines how the publication of those images have shaped our perception of the ancient world, and how some of the more "imaginary" reconstructions have obscured our real understanding of the past. The exhibit and catalog also show how features of the ancient Middle East have been presented in different ways for different audiences, in some cases transforming a highly academic image into a widely recognized icon of the past.