Services Books

We've used this book to train our staff in how to be better customer service representatives on the phone. The book is more applicable to phone conversations, but works for in-person situations as well. Has given my staff good methods for dealing with really irate customers, long talkers, and in creating good report with customers.

Only negative is that the book is a bit cheesy, especially in the beginning. You have to read through the first 5 or 6 chapters before you start getting to things that you can readily apply in daily situations.

I'm familiar with the customer skills training program that this book is based on (MAGIC). Extraordinary! I've seen unbelieveable results when people apply the principles taught here in real life customer situations.

But if you dont have access to their MAGIC training, this book is a good back-up plan. All the info they hit in the training is here--you just have to be more self-motivated to study it and apply it without the benefit of any coaching or feedback. Nevertheless, the book is laid out in an easy to read. The topics flow naturally one into the next. You can imagine a customer interaction playing out as you make your way through the chapters. The book is chock full of examples as well as charts, graphs and checklists that make the points effectively.

One caution: dont expect to read this through some evening and then start applying it. I recommend you approach it more like a workboook...read a bit, put it down, try what you just learned (see the results!) and then pick it back up again.

Interestingly enough, I also use these principles when I'M the customer and others around me are amazed at the much-better-than-expected results i get when i complain or make requests! Thanks!

This book is based on and supports the best customer service program out there! I would highly recommend MAGIC to any company striving to be the best by providing excpetional, world-class service.

Clearly written, well-paced and engaging, How to Talk to Customers provides excellent advice and compelling examples of how and how not to talk to customers. The principles embodied in MAGIC are valid and important. I can think of a few major institutions whose customer service representatives would benefit from reading this book!

The notion that we only get once chance to make a first impression is true. But it is also true that you make an impression with every customer interaction. This very practical book teaches you how to think through every kind of customer interaction and how to make it a positive experience for the customer. The authors make the word MAGIC into an acronym. Well, two acronyms. I guess the think you get more for your money that way.

The first acronym is: Make A Great Impression on the Customer. And the second is one about process:

M - Make a connection: Build the Relationship
A - Act Professionally: Express Confidence
G - Get to the Heart of the Matter: Listen and Ask Questions
I - Inform and Clarify What You Will Do
C - Close with the Relationship in Mind

The book consists of twenty-three short chapters grouped into six parts: The Essence of MAGIC, MAGIC - It's Your Choice, Build MAGIC Relationships, Express MAGIC Accountability, The World of MAGIC, and MAGIC in Real Life. The authors lay out the benefits of their method, show you how much of it is your own mindset and how to get that right. They also show you the power of the words you choose to use and the benefits you will reap if you replace "Tragic" words with "Magic" words. That is a significant trope in the book. "Tragic Moments" versus "Magic Moments" and so on.

The authors also teach you how to use MAGIC with voicemail, in really listening to your customers, closing with the relationship in mind (that is, ending up with a sale and a repeat customer), and how to handle difficult situations. The method extends to making MAGIC a part of your business culture, how to coach it, and a series of personal stories demonstrating its power.

Each short chapter is organized for practical use. They usually lay out the principle material, offer you a practical exercise or two to "experiment with MAGIC", a quick story that demonstrates a MAGIC and/or a Tragic moment, and concludes with a few bulleted MAGIC Maxims that you can memorize to help you remember what you learned in the heat of customer engagement.

A useful and engaging book on a topic rarely given the importance it deserves.

Reviewed by Craig Matteson, Ann Arbor, MI

Charles Stanley is a true man of God in which he is gifted in teaching. This is highly recommended. In this study tool you will discover true relationship with Jesus. The study guide helps you coast along with the Word.

No, I assure you, I'm not cursing with that review title; I mean it in the literal sense: One cannot be LISTENING TO GOD and simultaneously hearing the hellish voice of "this world." [John 14:30]

Several years ago, a friend in Alabama sent me a number of VHS tapes on which she had recorded Sunday sermons by CHARLES STANLEY that were broadcasted on TV. I was unfamiliar with him at the time, but he was her favorite man of God. Now, I'll admit, I'm not the biggest fan of TV evangelists - I'd sooner take my chances with a used car salesman or a politician. (OK, not the politician; I just tossed that in for effect.) And though I'm not what one would call a "proper" Christian, I was impressed with Dr. Stanley - theological disagreements notwithstanding. No, he isn't funny like Jesse Duplantis, he doesn't have the powerful oratory talent of John Hagee, he doesn't possess the charismatic presence of the legendary priest from the Russian Orthodox Church, Yoey O'Dogherty. But what Charles Stanley DOES have going for him is a thorough understanding of the deepest spiritual principles; he is grounded in The Word Of God (a.k.a., The Holy Bible).

I recently purchased LISTENING TO GOD by Charles Stanley because 2006 has been - spiritually speaking - my worst year since accepting the Atonement of Jesus Christ a dozen years ago. (Every year ending in the number six for the last three decades has been bad for me. My personal 666? Just joking.) I even stopped meditating after more than eleven years of daily practice. Yeah, it's been a rotten year! I thought that this book might reignite my passion for meditation (or "sitting before the Lord" as Dr. Stanley likes to call it). And it did. I'm now "shutting the hell up" for a period each day and listening for my Creator's "still small Voice" again. [See 1 Kings 19:11-13]

It surprised me to find that Stanley had written many things that I have so often said in counseling others over the years. For instance:

"If you are going to develop a relationship with another person, you have to converse with that person in some manner. That means both talking and listening." [pg. iv] (*When a person has learned to hear God, I call it having a "REaLATIONSHIP" with Him!)

"I believe God dearly loves to see Bibles that are marked with oil from our fingers...and noted with dates and insights." [pg. 1] (*My Bible is loaded with margin notes. If you want God to clarify some Biblical passage for you, write a "?" next to it in the margin and then wait, watch, and listen.)

"We may be trying to understand the Bible solely with our minds, which is always futile. The Bible is a spiritual book. It speaks to and is applied to the spirit." [pg. 10]

"It is not enough that we comprehend the truth. We must be conformed to the truth." [pg. 13]

"God works from the inside out." [pg. 109] (*C.S. is correct, but do you know why? Because "the Kingdom of God is within you." See Luke 17:21.)

A Catholic friend of mine at work does not believe God actually speaks to us. He is wrong! My own transformation began on January 14, 1992, when I clearly heard God speak in my mind. He gently but effectively admonished me by merely asking me two questions, and my own answers were the rod of correction. Only an unfathomable, creative God could have pulled that off! Years later, He urged me to sobriety by saying with crystal clarity in my head, regarding alcohol, "It's a false God. It's a false God."

And that brings up another point. Stanley mentions the fact that often, God will send us a message and then confirm it. [See Genesis 41:32] Note that God repeated Himself in calling alcohol my false god. Although God usually communicates with us in subtle but unmistakable ways, (the "still small Voice"), C.S. is right: "We must never limit God in the methods that He uses to speak to us." Because occasionally He can even use the sledgehammer approach...

Once, I woke up to find that in the night, my truck had been moved nearly horizontally in its parking spot. I had to track down a fellow and ask him to move his vehicle so I could back mine out. My faith had weakened and I had been depressed recently and the message seemed to be, "You're out of alignment." I pondered the bizarre event all day - it was unexplainable - and pulling back into my parking space that night after work, I thought, Well, if that's REALLY a message from God, He will send a confirmation soon. In this case, soon meant 45 seconds later when I found myself locked out of my apartment by the internal chain on the door. When I finally managed to wake my Brother, who let me in, he insisted that he had not chained the door (we lived alone), and I believe him because he'd never done it before, and it never occurred again. It seemed my depression and lack of faith was "locking me out of my REaLATIONSHIP with The Lord." I got the message.

I also believe that on three occasions, God has sent angels to me with words of encouragement (an old woman, a young woman, and a little girl). But this sort of REaLATIONSHIP with The Creator is really built in silence, LISTENING TO GOD. There is nothing like Bible study - not reading, but studying - and meditation to make us conscious of God's Love and Presence in our lives. (A great Bible companion is the book, LEARN THE BIBLE IN 24 HOURS by Chuck Missler.)

LISTENING TO GOD by Charles Stanley is 5-Star material in a 4-Star presentation. His writing, while brimming with profound insights, is a tad bland - similar to some of his sermons. And while he does illustrate some points using personal experiences, it is always in the vaguest of terms - not detailed enough to make them truly compelling. Still, this book is too important to downgrade from five stars.

I have found it best to begin every meditation session with a prayer for someone else, especially an "enemy" [see Matthew 5:23,24], and also a slow, thoughtful recitation of The Lord's Prayer [Matthew 6:9-13] And once you've initiated a daily meditation program, never stop (unlike that maroon, Stephen T. McCarthy). Well look, I'm gonna shut the hell up now and go listen for The Voice of Heaven, so...SHHHhhhh........

Are you struggling in your faith? Are you having trouble listening to God's voice? Did you know that there are several ways for God to communicate with you? Did you know that most of the time we hear two voices (Satan and God)? Want to know how to tell them apart and how to ultimately listen to God? Then you should check out Charles Stanley's book Listening to God. Two years ago I received this book as a gift and I just put it on the shelf. When I finally read the book I realized that if I would have read it the first time I would not have been faced with the issues that I am struggling with today.

In this book Charles Stanley not only teaches the reader how to listen to God, but he also tells the reader how to take that new knowledge and apply it in real life situations. He uses examples and stories from his own life, which helps the reader relate to the new concepts and issues. Each point is backed with scripture and is followed by questions that will make the reader take a closer look at his or her walk with God.

I highly recommend this book to anyone who is stumbling in their walk with God or anyone who is trying to strengthen their relationship with the Lord. This book, although it is apart of a Bible Study series, does not necessarily have to be read in the correct order. Just pick it up, read it and don't give up because the Lord will use it to show you the way!

I really enjoyed reading this book and thought it was excellent. Not only did it focus on the "why do I feel this way" aspects of emotions, but it also offered great suggestions on how to deal with our emotions. The book focuses on emotions in general, but then gradually confronts specific emotions such as anger, fear, anxiety in later chapters. It gives great examples on what to do when you feel a certain emotion and how to deal with it. What I liked even more is that the text was backed up with great biblical verses and it also made you think. I've already started putting the book to use and I can already see a change in the way I think and react to my emotions! The only problem with this book is I wish it were longer! :) Highly recommended!

As with all Dr. Stanley's works, this one is excellent! It is more of a study guide than a self-help book. Nevertheless, the book is grounded in scripture and replete with examples! Right up there with 'Mizraim Principles' on what we can all learn through God's discipline!

Also recommended: 'The Mizraim Principles', 'With Joseph in the University of Adversity'

This book has definitely provided me a solid background in H323.
In addition, it is a very useful reference, for example, I was
able to follow the call setup and media setup packet flow of an IP phone captured via a protocol analyzer(ethereal), thanks to the very clear illustrations. This is definitely a must for network administrators/managers considering a multimedia network implementation.

This book stands head and shoulders above other h323 and voip books. I know, I have 3 others that are gathering dust on the bookshelf. But this one, I have dogeared, marked, highlighted significant number of pages. It has the most detailed examples, explanations and illustrations that offer real-world implementation of h.323, h.245, h.225 and rtp, codecs, and other associated topics involved in voip. This is a must have, the other books are, well, junk.

This book provides a highly-technical in-depth look at H.323. Aside from reading a few whitepapers on the Internet, this book was my first real introduction to H.323. The subject itself is rather complicated to a new-comer, but this book provided a high level of detail without losing the reader. While it is no "for dummies" book, it is clearly written so the person with the right background (i.e. with a firm grasp on networking and TCP/IP) can pick it up and follow along. So why 4 stars and not 5? It realy has to do with the architectural graphics. In some of the information on the Internet ... , there are some really good architectural graphics that depict H.323. I think the book could be even better if the authors included such an approach.

This is a treasure of H.323, VOIP information! Excellent protocol information. This is no paper weight, gathering dust! I use the book and I'm glad to have it on my shelf.

This is by far the most comprehensive book on the market. I agree with the previous review, IP Telephony with H.323 is for advanced uses and a great reference guide as well. I highly recommend it if you want a thorough understand H.323 and IP Telephony, however, if you wish to learn about a particular subject, for example QoS or MPLS, this book will not provide enough detailed information (check out Cisco Press).

Must buy!

a girl marries. she soon frinds herself a widow with a baby on the way. the heir to a fortune. some one is trying to put her in a nut house but her lover saves her. my favorite quote from the book " he lend over me and looked at the baby and said there's only one thing wrong he's not mine, that was his praposil for marrage" the 8th victoria holt book i read.

It's very hard to find good works in this genre, though in the 1960's they were quite the rage. Victoria Holt is arguably the master of this category. I think Kirkland Revels is her best, especially if you like the traditional moonlight, madness, murder, and dark old manor house novels. If you like atmospheric work with prim, but heroic, governesses beleaguered by jealous relatives and shady characters, this one won't disappoint.

This is the first nowel of Victoria Holt I read, since then she is one of my favorite writers. If you want to read some books by her, Kirkland Revels is a good choice for begining.

When Catherine came home from school in France, she found her home as gloomy and repressive as ever. She longed for a chance to escape from it, and when she met Gabriel, she did just that. They were married and she went to live with him in Kirkland Revels. Almost as soon as the arrived, Gabriel died. People said it was suicide, but Catherine thought otherwise. After she found out she was with child, strange things started happening, and she realized that someone was trying to kill her - and her child!

I love gothic novels, and this one is one of the best! If you have never read one before, or if you have read a hundred, this is the book for you!

I first read this novel when I was in junior high school. It was the second novel I read by Victoria Holt, but it was the first one that made me want to read more of her books with enthusiasm. It was very hard to put down this book after the first chapter. The suspense kept me wanting to find out what was going to happen next. Victoria Holt is a great romantic-suspense author and it's really sad that she's no longer around to write more books. And I'm even more disappointed that "Kirkland Revels" is no longer in print. My copy of the book was borrowed and I never got it back. I don't even remember who borrowed it. It was back in the 1970s. So now all I have are fond memories of the book and the story. I wish the publisher would print this book again (hardbound). I need this book to add to my collection of Victoria Holt novels.

Paul Durbin breaks down potenitally "intimidating" material into bits that were easily swallowed. His use of story and metaphor enable and empower the reader to truly apprehend his position. His visions are fresh and "real!" Thank you, Dr. Durbin.

This book was recommended to me, and now, I recommend it to YOU. If anyone wants an objective approach and exhaustive resource to/for hypnotherapy - Here it is! Dr. Durbin is a wordsmith as he deliberates on this pertinent subject matter. Cast your preconceptions away and allow yourself insight into a subject too often layered with misconceptions. Dutifully and honestly, Dr. Durbin strips away the misinformation and escorts the reader into a face-to-face understanding of hypnotherapy, his obvious labor of love . . . and mine too. Thank you, Dr. Durbin.

Kissing Frogs easily is one of the best books on the subject of hypnotherapy available on the market today! Chaplain Durbin's writing style is informative and easy to understand. This book covers the major issues which hypnotherapists frequently work with in a straight forward and practical way that includes real examples to aid in understanding. Before I was even half way finished with the book I found myself recommending it to several colleagues for their library. A must read for all practicing hypnotherapists and those learning hypnotherapy!

Chaplain Durbin's book concisely bridges the gap between ignorance and proof of God's miracles. Read on page 88 where it is states when the catholic church issued statements approving of the use of hypnosis. Additionally, on page 199 one can read about how a doctor was assisted by Chaplain Durbin to halt bleeding that could not be stopped. As an experienced hypnotist I found this book to provide excellent information. This book can be used by anyone who desires change in their life.

Paul Durbin is an experienced hypnotherapist and pastor. His book captures the key elements of hypnosis and presents a simple method for the reader to use hypnosis for his/her own personal growth. His love for people comes through and the techniques he teaches you will last you a lifetime. I heartily recommend this book! Kevin Hogan, Author of The Psychology of Persuasion and Tinnitus: Turning the Volume Down

The audio version of this book makes an easy read even more accesible. Liberalism is hardly the most difficult book that Mises wrote. Yet it is well worthwhile, and the ability to listen to it fits with a busy schedule.

Mises wrote Liberalism in dark times. Depression and social unrest plagued Europe after the Great War. Fascists and Nazis were on the march in Italy, Germany, and Spain. Lenin and Stalin held Russia in an iron grip. It seemed that everyone was giving up on limited government and laissez faire. Mises understood that the future of civilization was at stake. Someone needed to revive the ideas of the enlightenment. Mises had already written lengthy books against inflation and socialism, but how many people outside of academia would read such long and sophisticated books? How could human reason prevail over the demagoguery of socialists and interventionists without a succinct statement of classical liberal arguments?

Liberalism is one of the most readable book that Mises wrote. It is concise and compelling. Mises makes a strong case for limited government in a mere 193 pages. The central message of this book is that capitalism is the only economic system that can deliver the prosperity and freedom that many of us take for granted in the West. Socialism leads inevitably to a rigid inefficient bureaucracy. Interventionism is a senseless, self defeating, absurd policy". Capitalism is the progressive system. Socialism is, in contrast, a reactionary system that would fail to feed the current population, were we to attempt to live under this system.

Given the length of this book, Mises does not explain his arguments as thoroughly, compared to Human Action or Socialism, an Economic and Sociological Analysis. Yet he does explain his main points, and these other books are long enough to deter many readers. For most people the detail of his other books is unnecessary, so reading Liberalism is a good way to economize on your time.

Times have changed. The fascists and Bolsheviks are long gone. Yet the ideas in this book remain relevant and important. There are still many people who reject the true liberalism of free markets in favor of welfare state liberalism. Also, socialism is not completely dead. Liberalism provides a means for people to understand the importance of liberty with relatively little effort. While the ideas in this book failed to turn interwar Europeans from socialism, it will surely contribute to the defense of liberty in the twenty-first century.

Mises wrote Liberalism in dark times. Depression and social unrest plagued Europe after the Great War. Fascists and Nazis were on the march in Italy, Germany, and Spain. Lenin and Stalin held Russia in an iron grip. It seemed that everyone was giving up on limited government and laissez faire. Mises understood that the future of civilization was at stake. Someone needed to revive the ideas of the enlightenment. Mises had already written lengthy books against inflation and socialism, but how many people outside of academia would read such long and sophisticated books? How could human reason prevail over the demagoguery of socialists and interventionists without a succinct statement of classical liberal arguments?

Liberalism is one of the most readable book that Mises wrote. It is concise and compelling. Mises makes a strong case for limited government in a mere 193 pages. The central message of this book is that capitalism is the only economic system that can deliver the prosperity and freedom that many of us take for granted in the West. Socialism leads inevitably to a rigid inefficient bureaucracy. Interventionism is a senseless, self defeating, absurd policy". Capitalism is the progressive system. Socialism is, in contrast, a reactionary system that would fail to feed the current population, were we to attempt to live under this system.

Given the length of this book, Mises does not explain his arguments as thoroughly, compared to Human Action or Socialism, an Economic and Sociological Analysis. Yet he does explain his main points, and these other books are long enough to deter many readers. For most people the detail of his other books is unnecessary, so reading Liberalism is a good way to economize on your time.

Times have changed. The fascists and Bolsheviks are long gone. Yet the ideas in this book remain relevant and important. There are still many people who reject the true liberalism of free markets in favor of welfare state liberalism. Also, socialism is not completely dead. Liberalism provides a means for people to understand the importance of liberty with relatively little effort. While the ideas in this book failed to turn interwar Europeans from socialism, it will surely contribute to the defense of liberty in the twenty-first century.

Ludwig von Mises was a great champion of individual freedom and limited government. Much of his work was devoted to showing the impracticality of socialist and interventionist schemes. However, his work wasn't entirely negative. In the 1920s, he published LIBERALISM, which was his positive statement of the case for individual freedom, or what was then called "liberalism" (which is to say, "classical" liberalism rather than "Teddy Kennedy" liberalism).

There is much that could be said about this book, so I'll just hit on a couple points. First, as Hans-Herman Hoppe notes, von Mises argues for the right of succession. If one portion of a country (even down to an entity that can function as a "separate administrative unit") wishes to secede, it should have the right to do so. Although Mises opposed anarchism, this position "logically" leads to anarchism. If "the state" is a voluntary organization that permits small groups to secede, then it isn't much of a state. Murray Rothbard drew upon this insight in making the case for anarcho-capitalism. (See POWER AND MARKET.) Second, von Mises rejects the natural law tradition of other liberal thinkers. His case for equality before the law is based on utilitarianism. Men are unequal, but this limited equality permits the division of labor and promotes social peace.

This book also provides a good introduction to von Mises' thought. A couple other introductory works by him for the beginner are THE ANTI-CAPITALIST MENTALITY and PLANNING FOR FREEDOM.

Today, liberalism is a misnomer for an ideology advocating a interventionist welfare-warfare state. This ideology is known as socialism in Europe and the rest of the world and typically known as liberalism in America. For the better part of my life, I considered a classical liberal to be someone like say Ted Kennedy. Mises pointed me back to the pre-20th century classical liberalism... the liberalism of free-markets and individual liberty... the very same liberalism espoused by Thomas Jefferson, John Locke, and Frederic Bastiat. Classical Liberalism is among America's most venerable traditions, for it laid the foundation for everything revered by the conservatism and libertarianism of today. Mises vindicates free-markets and refutes socialism with his amazing verbal logic and innate sense of reasoning.

However, I find Mises' brilliant work to be just as valuable as an economics text as it is a work of political history and theory. This book is a great volume for jumping into the brilliant writings of Ludwig von Mises... Getting this book and companion volumes such as Anti-Capitalistic Mentality and Bureaucracy are a good way to gear up for Mises' magnum opus - Human Action.

It's a shame that the liberalism von Mises espouses must be pre-classed as "classical," since the word "liberal" has come to mean precisely the opposite of what von Mises and his predecessors in the eighteenth and nineteenth centuries meant by the word. In today's lexicon, his liberalism is closer to libertarianism, although I caution readers not to dismiss this book if they dismiss the political movement.

What von Mises intends to show in easy to read eloquent prose is that capitalism and democracy are natural complements to a free society. Betwixt the two, prosperity and freedom of choice have been maximized beyond all other systems, and the general well-being benefits all, even those on the lowest economic rung. This is not a comprehensive exegesis of economics that one will find in von Mises' "Human Action." Rather, it is a general survey of the dominant themes that are given their fuller voice in his more detailed analysis. Thus, this book is an excellent introduction to democratic economics in general and to capitalism in particular.

What makes the book particularly engaging is its polemical tone. It is not a polemic, but it never loses sight of its opponents, and frequently takes socialism and critics of capitalism to task for their anxiety over the merits of being free.

After a brief introduction that is thoroughly engaging, von Mises covers four broad themes: (1) The foundations of liberalism and its policies; (2) liberalism's economic policies; (3) implications of liberalism in foreign policy; and (4) how liberalism is manifested in the political process. It's in the last section that he deals with doctrinaire liberalism and why, short of necessary regulations, the market must be free if man is to be free. Von Mises is unapologetically extreme in his views, and those of us who have come to expect an interventionist economic system will see why a "well-regulated" market economy has shortcomings. Alas, however, von Mises does not address the circumstances surrounding deceit, fraud, and other malfeasance (which is the book's only shortcoming).

The "liberal" of today will also learn a great deal about himself. Von Mises explores the reasons for socialism's popularity and staying power, despite its predeliction towards despotism, totalitarianism, and ineptitude. Socialism has no rational basis for existence, but it does have a very strong psychological dynamic that von Mises admits (and frankly doesn't discuss enough in this book).

After reading this short volume, readers will likely want to investigate these ideas further. Von Mises was a prolific author, and tackles many issues in any number of his works. Certainly, "Socialism" and "Human Action" are two of his major works that may find interest. Furthermore, one of von Mises' pupils was Frederick Hayek, one of the preeminent thinkers of the twentieth century.

If you want a concise, short, and eloquent introduction to classical liberalism, I can think of no better book to serve this function. Eschew some of the latter-day libertarians, and read from the foundational author of our times.

GREAT PICTURES

A perfect book to remember the glory days of one of the best hockey players ever.

Mario Lemieux: The Final Period is a very nice book, mainly made up of photos of "Le Magnifique". The book has few words, but countless wonderful photographs. It features many game-action photos of Mario during his years as a Pittsburg Penguin, as well as personal photos of him and his family, and even hockey action photos of Mario before his NHL playing days. A must have for a Mario Lemieux fan.

This book is the best book I've ever read on an athlete. It gives plenty of information throughout his career and really shows you what a class act Mario is. Not only is it detailed well, but the pictures are awesome. If you doubt Mario as being one of the best athletes out there, read this book. You'll see why he earned the name Super Mario.

I like to call this book an "Adult picture book" because of the easy read and scrapbook of great pictures. I only wish it was written a few years later so Mario could tell us about his plans to save the Pittsburgh Penguins. This is one athlete that has never been arrested, has never done drugs, has been happily married to his wife (and he has only had one wife), and he's not going to go bankrupt anytime soon. Hats off to a great athlete and an awesome man.

This book is exactly what I needed. I bought through Amazon because the shipping was free and it ended up being cheaper than my University bookstore. Recommend for any hospitality students that have to have this book.

Great book. The classic for anyone entering the industry. Complete and comprehensive. Great textbook for students and novices. Good for non marketing people. Good examples and highlights. I also recommend a new release: Heads In Beds. More practical than this one. With both you'd really know your stuff and make your boss happy.

The layout and format of this book was very easy to follow!

Kotler's Marketing for Hospitality and Tourism helps marketing beginners and people that are getting into the hospitality business. It demonstrates basic knowledge that can be applied to the business, great tool for working!

This is the texbook I had in college. It was and still is great, but for one...being a textbook ...it is more theoretical and two, it lacks certain areas. Nevertheless, it is very usefull. I would complement it with a book that I have recently read: Heads In Beds - hospitality and tourism Marketig by Ivo Raza. This is very practical and covers the areas that are missing from Kotler's textbook like Loyalty marketing, COOP with Touroperators, targeting travel agents, creating promotional materials, development, etc. Combined, both books truly give a complete overview of the complex travel indutry and should be the foundation for people studying or working in travel and tourism.

An eye opener. I was loaned this book by one of the reviewers on this site and then ordered one of my own. I had to fight to get the book back from anyone I loaned it to.

I knew many people who were associated with the Kennedy assassination. Worked for Willard Robertson, when he funded the Garrison investigation. Know people who employed Oswald as a numbers runner in New Orleans, know people central in the book "They Killed Kennedy", and knew people in the Cuban resistence movement who were in training on the North Shore of Lake Pontchartrain in the late 50s until the mid 60s.

One friend whose father was in the Cuban movement pointed out David Ferrie's house to me on Louisiana Avenue Parkway a few weeks before he died and said at that time that Ferrie was a part of the Anti-Castro group.

So, it was with interest that I read this book. My interest got peaked the more I read and this is one story that should be made into a movie and it will be thought of as fiction, because it will be almost too strange for people to believe, though it comes closer to the truth than anyone would like to admit.

So, when I think of the 60s I remember the CIA people I met through others and the strange characters in the once international city of New Orleans and can only hope that the truth can be allowed to be seen and read.

I give it a five star rating and hope that everyone gets a chance to read this strange and interesting book.

Ed Haslam has written a landmark book of investigative journalism. It is a well-written page turner that is a "must read" for anyone interested in what has really gone on in this country in the last 40 years. I have lived in New Orleans since Mary Sherman was murdered here, and personally know many of the people mentioned in this book. As far as I can tell this book is completely truthful. Mr. Haslam tells you when he is speculating and when he is giving you facts. This book has my highest recommendation.

As a producer for two national talk show hosts, I can honestly say this is one of the finest and most thought provoking books I've read. Ed Haslam's book is a major dot connector. Think about it. We already know thanks to A & E's Investigative Reports that Oswald did NOT kill Kennedy, but that's not the big jist of this book. What needs to be understood is that the polio virus vaccine all the baby boomers received via shots and sugar cubes in the 50s and 60s was contaminated with SV-40 Simian Monkey Virus...the results...an epidemic of soft tissue cancer. And SV-40 shows up in autopsies of cancer victims. However, even more horrific is that the SV-40 contamination does not end with those of us that received the polio vaccine. It is passed to our children and grandchilren even though they have not received the vaccine. Who is responsible? Ed Haslam's fabulous research was given to us in this book in 1995, and five years later, in the February, 2000 issue of Atlantic Monthly, it is finally discussed by the "regular" media. Stop and think about this...Plutonium experiments from 1936 through the cold war on unsuspecting Americans,radiation experiments on military men, the Tuskegee, Alabama syphillis experiments, the depleted uranium issues from Desert Storm, and countless others...this book exposes another form of deception and coverup. If this book doesn't make you think and do even more research, then you're in denial and have your head in the sand. There are countless other books that should be on the suggested reading list after reading Ed's fabulous work, but Amazon hasn't listed them. Please read Pulitzer Prize winner, Eileen Welsome's book, THE PLUTONIUM FILES, then read Martin A. Lee's THE BEAST REAWAKENS, and if you can find a used copy, get Borkin's THE CRIME AND PUNISHMENT OF I.G. FARBEN.

Ed's book is superb and written in a style that is easily assimilated. Buy it, buy two, give one to a friend, loan your copy, but get it out...and connect the dots!

Growing up in the same home as Edward Haslam, I remember so many of these events as they happened -- an apparent series of unrelated and bizarre events, the significance of which would only become clear to me years later when I read an early draft of my brother's book, years after my diagnosis with breast cancer at the age of 39 (as mentioned in the book.) If you are a thinking adult whose life or loved ones have been touched by cancer, you need to find the courage to read this book. A new edition is about to be published under a new name and you can pre-order it from Amazon at an attractive price.(I have 5 copies on order myself to share with friends.) The new title is "Dr. Mary's Monkey: How the Unsolved Murder of a Doctor, a Secret Laboratory in New Orleans and Cancer-Causing Monkey Viruses are Linked to Lee Harvey Oswald, ... Assassination and Emerging Global Epidemics". I have no financial interest in the book, only a belief that the time has come to reveal this information to a wider audience.

This investigation into the unsolved murder of Dr. Mary Sherman is a well-crafted and original expose, arguably of one our nation's worse mistakes. But also perhaps of one of its best-kept secrets.

Over a period of nearly 30 years, the author juxtaposes and correlates a collection of disparate medical facts, police reports, and related events with the activities of an assortment of characters in an around the environs of New Orleans during the Garrison investigation of the JFK assassination. The main characters include a world class Orthopedic Bone Specialist (Dr. Mary Sherman) and an eccentric washed-up CIA operative implicated in the assassination of JFK (Dave Ferrie), and Lee Harvey Oswald, no less.

The question that animates the investigation is why should a world class Medical Specialist like Dr. Sherman be running in the same circles as a self-taught egomaniacal misfit like Ferrie? The book is the author's search for an answer. From these elements, he weaves together a very plausible story about how medical experiments at a secret run underground government medical facility, may have gone awry -- resulting in Dr. Sherman's death and in the current silent epidemic of soft tissue cancers. There is even a hint that what went on in that secret facility may also be implicated in the inadvertent creation of the current AIDS pandemic.

Far from being the convoluted and speculative machinations of a conspiracy crackpot, the author's fiercely logical approach and resourcefulness would put some of our most seasoned investigators to shame. To say that it reads like a novel would be an understatement. Five stars.

Mass Affluence complements The Dollarization Discipline (Fox and Gregory)by explaining the emotional needs of today's mass-market customer (the end-user to our broadcaster customers). Put the two together to see how product development and sales should work in the coming decade.

(Review based on reading a commercial executive summary of both books.)

A collaboration between Paul F. Nunes (Executive Research Fellow at the Accenture Institute for High Performance Business in Wellesley, Massachusetts) and Brian A. Johnson (Senior Research analyst at the New York City based investment research and management firm of Sanford C. Bernstein & Company), Mass Affluence: 7 New Rules Of Marketing To Today's Consumer reveals that there is a pendulum swing in marketing from "one-to-one" customer strategies back to mass marketing. But there's a problem -- Today's more affluent but cautious consumers aren't responding to the strategies that worked with their middle-class predecessors. Mass Affluence lays out seven new rules of mass marketing specifically directed for use with the increasingly affluent populace and shows how innovative companies are implementing these novel strategies with high-end products that fill a heretofore ignored middle-ground in ordinary product categories ranging from clothing, to oral care, to house hold cleaning, and more. A ground-breaking, seminal work, Mass Affluence should be considered mandatory reading by any corporate manager charged with the responsibility of marketing his company's services or products in today's increasingly volatile, global, and competitive marketplace.

It's not just the rich who are getting richer; it's also a broad swath of some 22 million U.S. households who have gained significant levels of wealth, income and discretionary spending over the past 30 years. In a meticulously well-researched and well-written marketing best seller, researchers Paul Nunes and Brian Johnson document the phenomenon of mass affluence. They then describe the tremendous opportunities marketers have in crafting innovative new products and services to serve the top 20 percent of households that have some 60 percent of the nation's discretionary spending power.

The timing of this important work could not be better for retailers and brands struggling to increase share and margins in a Darwinian marketplace. I've been involved in consumer marketing for more than twenty years and I've seen only a handful of marketing books that can really make a difference. "Mass Affluence" is one of them. We were so impressed with the book that we bought copies for all our associates. I highly recommend it.

There are zillions of books out there on marketing moderate to high end items, most of them repeating the same old principles (yawn). You certainly don't need to waste your time or money on those.
Happily, this one is different, showing sellers how to reach the elusive buyers who may fall somewhere between high end and moderate end...perhaps prefering items that fall somewhere between the High end of Moderately priced...or, if you like, the low end of Luxury. They'll spend plenty...but they have definite needs.
This book shows sellers how to appeal to those needs and to market the same (or similar) items in a way to appeal to diverse buyers.
By the way, it is always a plus when a publisher takes advantage of the "Look Inside the Book" feature on Amazon - and this publisher does. So don't take my word on the benefits of this book. Take a look at a sample page or two and see if it appeals to you.
I will add that there is a LOT of info crammed into this book and I learned quite a bit. I'd also recommend Let Them Eat Cake.

So many books about marketing or business are long on high-minded concepts, but very short on ideas you can use when you go to work the next day. Mass Affluence happily breaks that mold and offers up useful ideas in almost every chapter.

Nunes does a great job of breaking down how to approach the large demographic of relatively wealthy consumers into different functional areas and makes a chapter out of each. He explains how something, like billing, was typically done in the past and how it should be handled now. Beyond that, Nunes has found pertinent real-world examples of every concept he discusses and gets helpful input from the business people out using the strategies on a day-to-day basis.

The result of all Nunes work (I'm sure it would've been easier to write the book without running down real-world examples) is a highly practical guide to setting up or improving upon a business that caters to wealthy, but not mega-rich, customers.

Highly recommended.