Never Lost Again

As enlightening as The Facebook Effect, Elon Musk, and Chaos Monkeys—the compelling, behind-the-scenes story of the creation of one of the most essential applications ever devised, and the rag-tag team that built it and changed how we navigate the world Never Lost Again chronicles the evolution of mapping technology—the "overnight success twenty years in the making." Bill Kilday takes us behind the scenes of the tech’s development, and introduces to the team that gave us not only Google Maps but Google Earth, and most recently, Pokémon GO. He takes us back to the beginning to Keyhole—a cash-strapped startup mapping company started by a small-town Texas boy named John Hanke, that nearly folded when the tech bubble burst. While a contract with the CIA kept them afloat, the company’s big break came with the first invasion of Iraq; CNN used their technology to cover the war and made it famous. Then Google came on the scene, buying the company and relaunching the software as Google Maps and Google Earth. Eventually, Hanke’s original company was spun back out of Google, and is now responsible for Pokémon GO and the upcoming Harry Potter: Wizards Unite. Kilday, the marketing director for Keyhole and Google Maps, was there from the earliest days, and offers a personal look behind the scenes at the tech and the minds developing it. But this book isn’t only a look back at the past; it is also a glimpse of what’s to come. Kilday reveals how emerging map-based technologies including virtual reality and driverless cars are going to upend our lives once again. Never Lost Again shows us how our worldview changed dramatically as a result of vision, imagination, and implementation. It’s a crazy story. And it all started with a really good map.

Up to 25 per cent of peole have a poor sense of direction that adversely affects their lives. In this book, the author has not only produced fascinating research on the subject, she also makes suggestions on how to minimize a problem that affects so many of us.

Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.

Book store nation, in the history of mankind there has never been a greater country than America. You could say we're the #1 nation at being the best at greatness. But as perfect as America is in every single way, America is broken! And we can't exchange it because we're 236 years past the 30-day return window. Look around--we don't make anything anymore, we've mortgaged our future to China, and the Apologist-in-Chief goes on world tours just to bow before foreign leaders. Worse, the L.A. Four Seasons Hotel doesn't even have a dedicated phone button for the Spa. You have to dial an extension! Where did we lose our way?! It's high time we restored America to the greatness it never lost! Luckily, America Again will singlebookedly pull this country back from the brink. It features everything from chapters, to page numbers, to fonts. Covering subject's ranging from healthcare ("I shudder to think where we'd be without the wide variety of prescription drugs to treat our maladies, such as think-shuddering") to the economy ("Life is giving us lemons, and we're shipping them to the Chinese to make our lemon-flavored leadonade") to food ("Feel free to deep fry this book-it's a rich source of fiber"), Stephen gives America the dose of truth it needs to get back on track.

When children start to go missing in the local woods, a teen girl must face her fears and a past she can't remember to rescue them in this atmospheric YA novel, Lost in the Never Woods from the author of Cemetery Boys. It’s been five years since Wendy and her two brothers went missing in the woods, but when the town’s children start to disappear, the questions surrounding her brothers’ mysterious circumstances are brought back into the light. Attempting to flee her past, Wendy almost runs over an unconscious boy lying in the middle of the road... Peter, a boy she thought lived only in her stories, asks for Wendy’s help to rescue the missing kids. But, in order to find them, Wendy must confront what’s waiting for her in the woods. Praise for Aiden Thomas and Cemetery Boys: “This stunning debut novel from Thomas is detailed, heart-rending, and immensely romantic.” —Mark Oshiro, author of Anger is a Gift “Aiden Thomas masterfully weaves a tale of family, friendships, and love in a heartwarming adventure full of affirmation and being your best self." — C.B. Lee, author of Not Your Sidekick

A juicy thriller about a girl who returned from the missing. . . . Hand to fans of We Were Liars, Bone Gap, and Vanishing Girls. Some choices change everything. Scarlett chose to run. And the consequences will be deadly. Stolen from her family as a young girl, Scarlett was lucky enough to eventually escape her captor. Now a teen, she's starting a summer job at an amusement park. There are cute boys, new friends, and the chance to finally have a normal life. Her first day on the job, Scarlett is shocked to discover that a girl from the park has gone missing. Old memories come rushing back. And now as she meets her new coworkers, one of the girls seems strangely familiar. When Scarlett chose to run all those years ago, what did she set into motion? And when push comes to shove, how far will she go to uncover the truth . . . before it's too late? A New York Public Library's Best 50 Books for Teens "Panitch tells a harrowing story of captivity, survival, and the pursuit of hope. . . . A jaw-dropping final twist gives way to a surprising, satisfying conclusion to this tense, clever thriller." --Publishers Weekly, Starred Review "With flashbacks that slowly reveal the terrible secret of Scarlett's escape and Pixie's fate, this psychological thriller evokes well-paced fear." --Kirkus Reviews "This layered, satisfying read brims with spine-tingling psychological suspense." --Booklist "Don't start the last fifty pages without time to finish this absorbing thriller." --The Bulletin

The author recounts how he formed the San Francisco Special Olympics basketball program.

An instant national bestseller • A Reese's Book Club Pick • An instant New York Times bestseller • A New York Times Notable Book of 2022 • A Globe and Mail Best Book of 2022 • Named a Best Book of 2022 by People, TIME Magazine, The Washington Post, USA Today, NPR, Los Angeles Times, and Oprah Daily, and more From the #1 bestselling author of Little Fires Everywhere, comes the inspiring new novel about a mother’s unbreakable love. “It’s impossible not to be moved.” —Stephen King, The New York Times Book Review “Riveting, tender, and timely.” —People, Book of the Week “Thought-provoking, heart-wrenching…I was so invested in the future of this mother and son, and I can’t wait to hear what you think of this deeply suspenseful story!” —Reese Witherspoon (Reese’s Book Club Pick) Twelve-year-old Bird Gardner lives a quiet existence with his loving father, a former linguist who now shelves books in a university library. His mother Margaret, a Chinese American poet, left without a trace when he was nine years old. He doesn’t know what happened to her—only that her books have been banned—and he resents that she cared more about her work than about him. Then one day, Bird receives a mysterious letter containing only a cryptic drawing, and soon he is pulled into a quest to find her. His journey will take him back to the many folktales she poured into his head as a child, through the ranks of an underground network of heroic librarians, and finally to New York City, where he will finally learn the truth about what happened to his mother, and what the future holds for them both. Our Missing Hearts is an old story made new, of the ways supposedly civilized communities can ignore the most searing injustice. It’s about the lessons and legacies we pass on to our children, and the power of art to create change.