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A Higher Loyalty Book Summary : In his book, former FBI director James Comey shares his never-before-told experiences from some of the highest-stakes situations of his career in the past two decades of American government, exploring what good, ethical leadership looks like, and how it drives sound decisions. His journey provides an unprecedented entry into the corridors of power, and a remarkable lesson in what makes an effective leader. Mr. Comey served as director of the FBI from 2013 to 2017, appointed to the post by President Barack Obama. He previously served as U.S. attorney for the Southern District of New York, and the U.S. deputy attorney general in the administration of President George W. Bush. From prosecuting the Mafia and Martha Stewart to helping change the Bush administration's policies on torture and electronic surveillance, overseeing the Hillary Clinton e-mail investigation as well as ties between the Trump campaign and Russia, Comey has been involved in some of the most consequential cases and policies of recent history.
A Higher Loyalty Book Summary : A riveting inside account of life and leadership at the heart of the FBI and high office in the United States of America. In his forthcoming book, former FBI director James Comey shares his never-before-told experiences from some of the highest-stakes situations of his career in the past two decades of American government, exploring what good, ethical leadership looks like, and how it drives sound decisions. His journey provides an unprecedented entry into the corridors of power, and a remarkable lesson in what makes an effective leader. Mr. Comey served as director of the FBI from 2013 to 2017, appointed to the post by President Barack Obama. He previously served as U.S. attorney for the Southern District of New York, and the U.S. deputy attorney general in the administration of President George W. Bush. From prosecuting the Mafia and Martha Stewart to helping change the Bush administration's policies on torture and electronic surveillance, overseeing the Hillary Clinton e-mail investigation as well as ties between the Trump campaign and Russia, Comey has been involved in some of the most consequential cases and policies of recent history.
A Higher Loyalty Book Summary : The sensational Sunday Times #1 Bestseller about taking on the mafia, the Clintons and Trump. 'An urgent clarion call.' - The Financial Times In his massive Number One bestselling memoir, former FBI director James Comey shares his never-before-told experiences from some of the highest-stakes situations of his career in the past two decades of American government, exploring what good, ethical leadership looks like, and how it drives sound decisions. His journey provides an unprecedented entry into the corridors of power, and a remarkable lesson in what makes an effective leader. Mr. Comey served as director of the FBI from 2013 to 2017, appointed to the post by President Barack Obama. He previously served as U.S. attorney for the Southern District of New York, and the U.S. deputy attorney general in the administration of President George W. Bush. From prosecuting the Mafia and Martha Stewart to helping change the Bush administration's policies on torture and electronic surveillance, overseeing the Hillary Clinton e-mail investigation as well as ties between the Trump campaign and Russia, Comey has been involved in some of the most consequential cases and policies of recent history.
The Threat Book Summary : #1 New York Times Bestseller #1 Washington Post Bestseller #1 Wall Street Journal Bestseller On March 16, 2018, just twenty-six hours before his scheduled retirement from the organization he had served with distinction for more than two decades, Andrew G. McCabe was fired from his position as deputy director of the FBI. President Donald Trump celebrated on Twitter: "Andrew McCabe FIRED, a great day for the hard working men and women of the FBI - A great day for Democracy." In The Threat: How the FBI Protects America in the Age of Terror and Trump, Andrew G. McCabe offers a dramatic and candid account of his career, and an impassioned defense of the FBI's agents, and of the institution's integrity and independence in protecting America and upholding our Constitution. McCabe started as a street agent in the FBI's New York field office, serving under director Louis Freeh. He became an expert in two kinds of investigations that are critical to American national security: Russian organized crime—which is inextricably linked to the Russian state—and terrorism. Under Director Robert Mueller, McCabe led the investigations of major attacks on American soil, including the Boston Marathon bombing, a plot to bomb the New York subways, and several narrowly averted bombings of aircraft. And under James Comey, McCabe was deeply involved in the controversial investigations of the Benghazi attack, the Clinton Foundation's activities, and Hillary Clinton's use of a private email server when she was secretary of state. The Threat recounts in compelling detail the time between Donald Trump's November 2016 election and McCabe's firing, set against a page-turning narrative spanning two decades when the FBI's mission shifted to a new goal: preventing terrorist attacks on Americans. But as McCabe shows, right now the greatest threat to the United States comes from within, as President Trump and his administration ignore the law, attack democratic institutions, degrade human rights, and undermine the U.S. Constitution that protects every citizen. Important, revealing, and powerfully argued, The Threat tells the true story of what the FBI is, how it works, and why it will endure as an institution of integrity that protects America.
Crossfire Hurricane Book Summary : CROSSFIRE HURRICANE DELIVERS THE DEFINITIVE ROAD MAP TO IMPEACHMENT, a history of how we got from 2016 to today. “A must-read indictment of the ‘mob boss’ in the White House.” —The Guardian “An indispensable and riveting insider’s account of one of the most dramatic and controversial periods in the history of the FBI. Crossfire Hurricane is a must-read for all Americans.” —Daniel Silva, New York Times bestselling author “Campbell speaks both from the heart and experience. A dynamite read.” —Dan Rather, former anchor of CBS Evening News and bestselling author of What Unites Us It is January 6, 2017, two weeks before the inauguration. Only a handful of people know about the Steele dossier, and the nation is bitterly divided by the election results. As rumors begin to circulate that something might be brewing with the newly elected president and Russia, FBI special agent Josh Campbell joins the heads of the US intelligence community on a briefing visit to Trump Tower in New York City. He does not yet know that this meeting will eventually lead to the firing of his boss, James Comey, or that within weeks his former boss Robert Mueller will be appointed to investigate collusion and obstruction of justice at the highest level. He does not yet know that the FBI will come under years of sustained attacks from the commander in chief of the very nation its agents have sworn to protect. But, from his unique position within the FBI, he will watch it occur. In this gripping fly-on-the-wall narrative, Campbell takes readers behind the scenes of the earliest days of the Russia investigation—codename: Crossfire Hurricane—up to the present. Using both firsthand experience and reporting, he reveals fresh details about this tumultuous period; explains how the FBI goes about its work and its historic independence from partisan forces; and describes the increasing dismay inside the bureau as the president and his allies escalate their attacks on the agency. Appalled by Trump’s assault on the bureau’s credibility, Campbell left the FBI in 2018 to sound the alarm about unfair political attacks on the institutions that keep America safe. Smart, clear, passionate, Crossfire Hurricane will captivate readers struggling to make sense of a news cycle careening out of control.
A Higher Kind of Loyalty Book Summary : A distinguished Chinese journalist provides a study of post-1949 China as he describes his involvement with the Communist Party, his internal exile, and his investigations into political corruption
A Higher Loyalty Book Summary : This book contains discussions, observations, and analysis of the concept of loyalty as it applies to government and politics in the Trump era. It gives insights into the changing political landscape and how such change affects the way government leaders, officials and bureaucrats view loyalty and allegiance
Deep State Book Summary : Instant New York Times Bestseller "Important and stunning. This is must-read material if you want to understand what the Trump administration is still up to right now." --Lawrence O'Donnell There are questions that the Mueller report couldn't—or wouldn't—answer. What actually happened to instigate the Russia investigation? Did President Trump’s meddling incriminate him? There’s no mystery to what Trump thinks. He claims that the Deep State, a cabal of career bureaucrats—among them, Andrew McCabe, Lisa Page, and Peter Strzok, previously little known figures within the FBI whom he has obsessively and publically reviled—is concerned only with protecting its own power and undermining the democratic process. Conversely, James Comey has defended the FBI as incorruptible apolitical public servants who work tirelessly to uphold the rule of law. For the first time, bestselling author James B. Stewart sifts these conflicting accounts to present a clear-eyed view of what exactly happened inside the FBI in the lead-up to the 2016 election, drawing on scores of interviews with key FBI, Department of Justice, and White House officialsand voluminous transcripts, notes, and internal reports. In full detail, this is the dramatic saga of the FBI’s simultaneous investigations of both Hillary Clinton and Donald Trump—the first time in American history the FBI has been thrust into the middle of both parties' campaigns for the presidency. Stewart shows what exactly was set in motion when Trump fired Comey, triggering the appointment of Robert Mueller as an independent special counsel and causing the FBI to open a formal investigation into the president himself. And how this unprecedented event joined in ongoing combat two vital institutions of American democracy: the presidency and the Federal Bureau of Investigation. At stake in this epic battle is the rule of law itself, the foundation of the U.S. Constitution. There is no room for compromise, but plenty for collateral damage. The reputations of both sides have already been harmed, perhaps irrevocably, and at great cost to American democracy. Deep State goes beyond the limits of the legally constrained Mueller report, showing how the president’s obsession with the idea of a conspiracy against him is still upending lives and sending shockwaves through both the FBI and the Department of Justice. In this world-historical struggle—Trump versus intelligence agencies—Stewart shows us in rare style what’s real and what matters now. And for the looming 2020 election.
Giving Voice to Values Book Summary : How can you effectively stand up for your values when pressured by your boss, customers, or shareholders to do the opposite? Drawing on actual business experiences as well as on social science research, Babson College business educator and consultant Mary Gentile challenges the assumptions about business ethics at companies and business schools. She gives business leaders, managers, and students the tools not just to recognize what is right, but also to ensure that the right things happen. The book is inspired by a program Gentile launched at the Aspen Institute with Yale School of Management, and now housed at Babson College, with pilot programs in over one hundred schools and organizations, including INSEAD and MIT Sloan School of Management. She explains why past attempts at preparing business leaders to act ethically too often failed, arguing that the issue isn’t distinguishing what is right or wrong, but knowing how to act on your values despite opposing pressure. Through research-based advice, practical exercises, and scripts for handling a wide range of ethical dilemmas, Gentile empowers business leaders with the skills to voice and act on their values, and align their professional path with their principles. Giving Voice to Values is an engaging, innovative, and useful guide that is essential reading for anyone in business.
Exit Voice and Loyalty Book Summary : An innovator in contemporary thought on economic and political development looks here at decline rather than growth. Albert O. Hirschman makes a basic distinction between alternative ways of reacting to deterioration in business firms and, in general, to dissatisfaction with organizations: one, “exit,” is for the member to quit the organization or for the customer to switch to the competing product, and the other, “voice,” is for members or customers to agitate and exert influence for change “from within.” The efficiency of the competitive mechanism, with its total reliance on exit, is questioned for certain important situations. As exit often undercuts voice while being unable to counteract decline, loyalty is seen in the function of retarding exit and of permitting voice to play its proper role. The interplay of the three concepts turns out to illuminate a wide range of economic, social, and political phenomena. As the author states in the preface, “having found my own unifying way of looking at issues as diverse as competition and the two-party system, divorce and the American character, black power and the failure of 'unhappy' top officials to resign over Vietnam, I decided to let myself go a little.”
Facts and Fears Book Summary : New York Times bestseller The former Director of National Intelligence's candid and compelling account of the intelligence community's successes--and failures--in facing some of the greatest threats to America When he stepped down in January 2017 as the fourth United States director of national intelligence, James Clapper had been President Obama's senior intelligence adviser for six and a half years, longer than his three predecessors combined. He led the U.S. intelligence community through a period that included the raid on Osama bin Laden, the Benghazi attack, the leaks of Edward Snowden, and Russia's influence operation during the 2016 U.S. election campaign. In Facts and Fears, Clapper traces his career through the growing threat of cyberattacks, his relationships with presidents and Congress, and the truth about Russia's role in the presidential election. He describes, in the wake of Snowden and WikiLeaks, his efforts to make intelligence more transparent and to push back against the suspicion that Americans' private lives are subject to surveillance. Finally, it was living through Russian interference in the 2016 presidential election and seeing how the foundations of American democracy were--and continue to be--undermined by a foreign power that led him to break with his instincts honed through more than five decades in the intelligence profession to share his inside experience. Clapper considers such controversial questions as, Is intelligence ethical? Is it moral to intercept communications or to photograph closed societies from orbit? What are the limits of what we should be allowed to do? What protections should we give to the private citizens of the world, not to mention our fellow Americans? Are there times when intelligence officers can lose credibility as unbiased reporters of hard truths by inserting themselves into policy decisions? Facts and Fears offers a privileged look inside the U.S. intelligence community and, with the frankness and professionalism for which James Clapper is known, addresses some of the most difficult challenges in our nation's history.
Hacks Book Summary : NEW YORK TIMES BESTSELLER "Explosive... A blistering tell-all."---Washington Post "People should sit up, take notes and change things."---Ace Smith, Los Angeles Times "Brazile most certainly has a story to tell.... Vivid."---The Guardian From Donna Brazile, former DNC chair and legendary political operative, an explosive and revealing new look at the 2016 election: the first insider account of the Russian hacking of the DNC and the missteps by the Clinton campaign and Obama administration that enabled a Trump victory. In the fallout of the Russian hacking of the Democratic National Committee--and as chaos threatened to consume the party's convention--Democrats turned to a familiar figure to right the ship: Donna Brazile. Known to millions from her frequent TV appearances, she was no stranger to high stakes and dirty opponents, and the longtime Democratic strategist had a reputation in Washington as a one-stop shop for fixing sticky problems. What Brazile found at the DNC was unlike anything she had experienced before--and much worse than is commonly known. The party was beset by infighting, scandal, and hubris, while reeling from a brazen and wholly unprecedented attempt by a foreign power to influence the presidential election. Plus, its candidate, Hillary Clinton, faced an opponent who broke every rule in the political playbook. Packed with never-before-reported revelations about what went down in 2016, Hacks is equal parts campaign thriller, memoir, and roadmap for the future. With Democrats now in the wilderness after this historic defeat, Hacks argues that staying silent about what went wrong helps no one. Only by laying bare the missteps, miscalculations, and crimes of 2016, Brazile contends, will Americans be able to salvage their democracy.
Hiding in Plain Sight Book Summary : Instant New York Times Bestseller Washington Post Bestseller USA Today Bestseller Indie Bound Bestseller Authors Round the South Bestseller Midwest Indie Bestseller New York Times bestselling author Sarah Kendzior documents the truth about the calculated rise to power of Donald Trump since the 1980s and how the erosion of our liberties made an American demagogue possible. The story of Donald Trump’s rise to power is the story of a buried American history – buried because people in power liked it that way. It was visible without being seen, influential without being named, ubiquitous without being overt. Sarah Kendzior’s Hiding in Plain Sight pulls back the veil on a history spanning decades, a history of an American autocrat in the making. In doing so, she reveals the inherent fragility of American democracy – how our continual loss of freedom, the rise of consolidated corruption, and the secrets behind a burgeoning autocratic United States have been hiding in plain sight for decades. In Kendzior’s signature and celebrated style, she expertly outlines Trump’s meteoric rise from the 1980s until today, interlinking key moments of his life with the degradation of the American political system and the continual erosion of our civil liberties by foreign powers. Kendzior also offers a never-before-seen look at her lifelong tendency to be in the wrong place at the wrong time – living in New York through 9/11 and in St. Louis during the Ferguson uprising, and researching media and authoritarianism when Trump emerged using the same tactics as the post-Soviet dictatorships she had long studied. It is a terrible feeling to sense a threat coming, but it is worse when we let apathy, doubt, and fear prevent us from preparing ourselves. Hiding in Plain Sight confronts the injustice we have too long ignored because the truth is the only way forward.
Meghan Book Summary : The New York Times bestselling biography of Meghan Markle, the American actress who won Prince Harry's heart. Women who smash the royal mold have always fascinated the public, from Grace Kelly to Princess Diana. Now acclaimed royal biographer Andrew Morton, the New York Times bestselling author of Diana: Her True Story, brings us a revealing, juicy, and inspiring look at Meghan Markle, the confident and charismatic duchess whose warm and affectionate engagement interview won the hearts of the world. When Meghan Markle and Prince Harry were set up by a mutual friend on a blind date in July 2016, little did they know that the resulting whirlwind romance would lead to their engagement in November 2017 and marriage in May 2018. Morton goes back to Meghan's roots to uncover the story of her childhood growing up in The Valley in Los Angeles, her studies at an all-girls Catholic school, and her fraught family life-a painful experience mirrored by Harry's own background. Morton also delves into her previous marriage and divorce in 2013, her struggles in Hollywood as her mixed heritage was used against her, her big break in the hit TV show Suits, and her work for a humanitarian ambassador-the latter so reminiscent of Princess Diana's passions. Finally, we see how the royal romance played out across two continents but was kept fiercely secret, before the news finally broke and Meghan was thrust into the global media's spotlight. Drawing on exclusive interviews with her family members and closest friends, and including never-before-seen photographs, Morton introduces us to the real Meghan as he reflects on the impact that she has already had on the rigid traditions of the House of Windsor, as well as what the future might hold. !--EndFragment--
Siege Book Summary : Michael Wolff, author of the bombshell bestseller Fire and Fury, once again takes us inside the Trump presidency to reveal a White House under siege. Just one year into Donald Trump’s term as president, Michael Wolff told the electrifying story of a White House consumed by controversy, chaos, and intense rivalries. Fire and Fury, an instant sensation, defined the first phase of the Trump administration; now, in Siege, Wolff has written an equally essential and explosive book about a presidency that is under fire from almost every side. At the outset of Trump’s second year as president, his situation is profoundly different. No longer tempered by experienced advisers, he is more impulsive and volatile than ever. But the wheels of justice are inexorably turning: Robert Mueller’s “witch hunt” haunts Trump every day, and other federal prosecutors are taking a deep dive into his business affairs. Many in the political establishment—even some members of his own administration—have turned on him and are dedicated to bringing him down. The Democrats see victory at the polls, and perhaps impeachment, in front of them. Trump, meanwhile, is certain he is invincible, making him all the more exposed and vulnerable. Week by week, as Trump becomes increasingly erratic, the question that lies at the heart of his tenure becomes ever more urgent: Will this most abnormal of presidencies at last reach the breaking point and implode? Both a riveting narrative and a brilliant front-lines report, Siege provides an alarming and indelible portrait of a president like no other. Surrounded by enemies and blind to his peril, Trump is a raging, self-destructive inferno—and the most divisive leader in American history.
The Myth of the Strong Leader Book Summary : From one of the world's preeminent political historians, a magisterial study of political leadership around the world from the advent of parliamentary democracy to the age of Obama. All too frequently, leadership is reduced to a simple dichotomy: the strong versus the weak. Yet, there are myriad ways to exercise effective political leadership--as well as different ways to fail. We blame our leaders for economic downfalls and praise them for vital social reforms, but rarely do we question what makes some leaders successful while others falter. In this magisterial and wide-ranging survey of political leadership over the past hundred years, renowned Oxford politics professor Archie Brown challenges the widespread belief that strong leaders--meaning those who dominate their colleagues and the policy-making process--are the most successful and admirable. In reality, only a minority of political leaders will truly make a lasting difference. Though we tend to dismiss more collegial styles of leadership as weak, it is often the most cooperative leaders who have the greatest impact. Drawing on extensive research and decades of political analysis and experience, Brown illuminates the achievements, failures and foibles of a broad array of twentieth century politicians. Whether speaking of redefining leaders like Franklin Delano Roosevelt, Lyndon Johnson, and Margaret Thatcher, who expanded the limits of what was politically possible during their time in power, or the even rarer transformational leaders who played a decisive role in bringing about systemic change--Charles de Gaulle, Mikhail Gorbachev and Nelson Mandela, among them--Brown challenges our commonly held beliefs about political efficacy and strength. Overturning many of our assumptions about the twentieth century's most important figures, Brown's conclusions are both original and enlightening. The Myth of the Strong Leader compels us to reassess the leaders who have shaped our world - and to reconsider how we should choose and evaluate those who will lead us into the future.
The Threat Matrix Book Summary : Based on access to never-before-seen task forces and FBI bases from Budapest, Hungary, to Quantico, Virginia, this book profiles the visionary agents who risked their lives to bring down criminals and terrorists both here in the U.S. and thousands of miles away long before the rest of the country was paying attention to terrorism. Given unprecedented access, thousands of pages of once secret documents, and hundreds of interviews, Garrett M. Graff takes us inside the FBI and its attempt to protect America from the Munich Olympics in 1972 to the attempted Times Square bombing in 2010. It also tells the inside story of the FBI's behind-the-scenes fights with the CIA, the Department of Justice, and five White Houses over how to combat terrorism, balance civil liberties, and preserve security. The book also offers a never-before-seen intimate look at FBI Director Robert Mueller, the only U.S. national security leader still in office from 9/11, and the most important director since Hoover himself. Covering more than 30 years of history and coming right up until the present day of the Obama administration's response to terrorist attacks like that on Christmas Day 2009 in Detroit, the book explores the transformation of the FBI from a domestic law enforcement agency, handling bank robberies and local crimes, into an international intelligence agency--with more than 500 agents operating in more than 60 countries overseas today--fighting extremist terrorism, cyber crimes, and, for the first time, American suicide bombers. Brilliantly reported and suspensefully told, The Threat Matrix peers into the darkest corners of this secret war and will change your view of the FBI forever.
The Unmaking of the President 2016 Book Summary : The first comprehensive account that proves that James Comey threw the 2016 election to Donald Trump. “Compelling criticism…lapsed Trump supporters might well open their minds to this attorney’s scholarly, entirely convincing proof of the damage done” (Kirkus Reviews, starred review). During the week of October 24, 2016, Hillary Clinton was decisively ahead of Donald Trump in most polls. Then FBI Director James Comey sent his infamous letter to Congress on October 28, saying the bureau was investigating additional emails, potentially relevant to the Hillary Clinton email case. In The Unmaking of the President 2016, attorney Lanny J. Davis shows how Comey’s misguided announcement—just eleven days before the election—swung a significant number of voters away from Clinton, winning Trump an Electoral College victory—and the presidency. Drawing on sources in the intelligence community and Justice Department, Davis challenges Comey's legal rationale for opening a criminal investigation of Clinton's email practices, questions whether Comey received sufficient Justice Department oversight, and cites the odd clairvoyance of Trump ally Rudolph Giuliani, who publicly predicted an "October surprise." Davis proves state by state, using authoritative polling data, how voter support for Clinton dropped after the Comey letter was made public, especially in key battleground states. Despite so many other issues in the election—Trump’s behavior, the Russian hacking, Clinton's campaign missteps—after the October 28 Comey letter, everything changed. Now Davis proves with raw, indisputable data how Comey’s October letter cost Hillary Clinton the presidency and America turned the course of history in the blink of an eye.
Loyalty Rules Book Summary : Building Loyalty: The Acid Test of Leadership Fewer than half of today's employees believe that their companies deserve their loyalty. Web-empowered customers now defect more easily and more quickly than ever. Has loyalty become an outdated notion in today's marketplace? Fred Reichheld, author of the bestselling book The Loyalty Effect, argues that loyalty is still the fuel that drives financial success-even, and perhaps especially, in today's volatile, high-speed economy-but that most organizations are running on empty. Why? Because leaders too often confuse profits with purpose, taking the low road to short-term gains at the expense of employees, customers, and ultimately, investors. In a business environment that thrives on networks of mutually beneficial relationships, says Reichheld, it is the ability to build strong bonds of loyalty-not short-term profits-that has become the "acid test" of leadership. Based on extensive research into companies from online start-ups to established institutions-including Harley-Davidson, Enterprise Rent-A-Car, Cisco Systems, Dell Computer, Intuit, and more-Reichheld reveals six bedrock principles of loyalty upon which leaders build enduring enterprises. Underscoring that success requires both understanding and measuring loyalty, he couples each principle with straightforward actions that drive measurement systems, compensation, organization, and strategy: Play to win/win: never profit at the expense of partners. Be picky: membership must be a privilege. Keep it simple: reduce complexity for speed and flexibility. Reward the right results: worthy partners deserve worthy goals. Listen hard and talk straight: insist on honest, two-way communication and learning. Preach what you practice: explain your principles, then live by them. Vivid case studies illustrate the consequences of building or ignoring loyalty, and a rigorous Loyalty Acid Test (www.loyaltyrules.com) enables leaders to benchmark their loyalty practices against competitors. Providing tools for implementing the timeless principles of loyalty in a volatile economy, Loyalty Rules! is a practical guidebook for taking the high road in business-the only road that leads to lasting success. Fred Reichheld is a Director Emeritus of Bain Company and a Bain Fellow. He is the author of The Loyalty Effect as well as of influential articles in Harvard Business Review and the Wall Street Journal. His work has been featured in leading publications including the New York Times, Business Week, the Financial Times, and The Economist.
Creating Customer Loyalty Book Summary : Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme that will win loyal customers. Demonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic, Creating Customer Loyalty explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic by removing those 'ouch' moments, replacing them with 'wow' experiences, and developing dazzling recovery techniques to create unforgettable stories and positive memories.