Services Books

A beautiful book - inside and out. The cover is padded so it has that "journal" feel -- it's the perfect size to carry and fits easily in a bookbag or briefcase. I think the best feature of this book is the table of contents -- a comprehensive and well organized list of topics and subtopics covered in the journal which guide the reader through "life's inevitable journey."

Wow! I initially bought this for myself but found it so useful that I bought one for my dad. It allowed me to approach subjects with him about his future medical care and the type of arrangements he would want for himself upon his death. Most of all, it's given both of us the opportunity to record important information right in the journal so it's all in one book. Kudos to Ms. Vestevich!

As an avid reader my interests are quite varied. Like most people once I finish a book I rarely pick it up again. However once in a great while a work will come along that is more than mere entertainment or to fill space in a book case. A work so special it becomes a companion. Something to cherish, to enjoy, to learn from, to make your very own and to pass down to future generations. Grant Me My Final Wish is very different from anything I've read before and frankly I was a bit skeptical. But wow what a surprise. Well written, insightful and detail oriented, "Grant Me" actually grows in value and purpose long after the reader puts it down. A must for every family. It belongs in that vaulted position next to the family bible

I am a registered nurse who is presently working on my Masters in Counseling at Oakland University. I am thoroughly impressed with this journal which is intelligently and compassionately written. There should be a copy in every home. Grant Me My Final Wish will open a difficult topic for discussion, as well as leave memories for loved ones.
Carol Franciosi R.N. Bsc. El. Ed. Masters in Counseling (CLASS OF '06)

I was told about this book by a fellow Rotarian who heard Ms. Vestevich speak at his meeting. It is very well designed and makes for a beautiful gift to give to friends and loved ones. Renata Marie created a useful tool to share one's vital information, memories and wishes for all to see so that when they're gone, they're never forgotten and their thoughts and wishes are known to all. Everyone should have a copy to augment their legal Will. After all the Terri Schiavo media attention I woke up to how important it is to have a living Will regardless of your age and write down what you want to happen if you're unable to let others know. Though there may be other books or journals out there for that purpose, Grant Me My Final Wish has to be the best! Renata Marie did a great job putting it together to help facilitate what should be included in the journal and make sure you know what you need to think about now and in the future. Worth every penny and then some! Bravo!

A friend gave me this book for my XXXX birthday. It is very enjoyable and easy to read --not full of junk to buy but some really good natural treatments and quality healthfood store stuff. The book has solid advice that men and women can use to look and feel great about themselves at any age.

Letha Hadady's books have helped me to improve my work energy, appearance, and social life. Her latest book Healthy Beauty made it possible for me to lose 15 pounds and have the clear complexion I have always wanted and needed for my consulting work!
What a great gift of health and natural beauty if offers! Bravo!

WOW what an eye-opener! I am using the herbal stuff the author recommends for growing hair and it works! It took 2 months but I can see the new hair growth on top.

Many of the recommendations work for men and woman and each chapter has a section "For Men Only."
A revelation!

Ten stars.

There should be a ten star rating for this book! Letha Hadady has put all we need to know about inner and outer beauty in one wonderful book that is a joy to read. Everything to make you feel and look better is here, including sources for purchasing any items you may need. I've recommended it to many friends and will be giving it as a gift as well-what better gift to give anyone than the gift of health, beauty and well being. Thank you Letha for sharing your wisdom!

I had such fun reading through Hadady's new book Healthy Beauty! Every chapter had inspiring stories, extremely useful information, and timely advice. I have given the book as gifts for birthdays, Mother's Day, and graduations. My friends have loved it!

The art work in the book is lovely and the message inspiring. I have improved my complexion and hair. You don't have to spend a fortune on cosmetics. I learned about some new natural products that actualy improved my health as well as looks. I have revamped my style and color choice in clothes and makeup. Thank you Healthy Beauty.

I am a therapist with a private clinical practice, working primarily with adolescents and women of all ages who are survivors of some form of trauma, including sexual abuse and incest. I have to say, that this is the book I use most, with all ages, including women who are uncovering and dealing with painful abuse memories. Over and over I hear clients proclaim that the book and quotes from other survivors help them not feel so alone and to also understand better what happened to them and to know there is hope. Also, the way in which the author discloses her own incest history and recovery is refreshing and hopeful and establishes a climate of credibility and trust. In my 20 years of clinical practice and training, I have aquired and read $1000's of dollars worth of trauma books and materials and this book sits as one of the top and most frequently used resources. Also, there is a children's book called "BRAVE BART" which has been a wonderful resource for adult survivors as well as children and adolescent survivors.
D.
(Licensed Clinical Social Worker/Licensed Alcohol and Drug Abuse Counselor)

This is a book which is going to help so many people deal with issues and put them to one side before reaching adult hood and meeting a partner. I believe it is a soul saver
thank you for writing this
Lynn Grocott
author of Cut the Strings the true story of a soul reclaimed

This book is great. I started reading books on the subject of sexual abuse when I was 15 (when I told) and am now 19. I have read all of the popular book out there on this subject (paticularly The Courage to Heal by Ellen Bass) and have found others helpful, but none of them have ever compared to How Long Does it Hurt. It helped me a lot to realize that what happened to me was horrific and was really abuse and that it was okay for me to feel the things that I did. I'd recommend this book to any and every survivor out there. Teenager or not. It very well could be a lifesaver.

Great book, I've read a lot of books on this topic and especially ones targeted towards young adults. This is another book that I highly recommend because: it's easy to read, it practically speaks to you and you can finish it within afew hours, it's style is appealling to teenagers and young adults.
Also it's directed towards girls and boys, it's style should also interest guys to read it and benefit.
Another good book I recommend for girls is "invisible girls" by Dr. Patti Feuereisen.

this is the best reference book for teens facing sexual abuse that i have found, and i have found several. it is also very, very helpful for a parent/parents.

In I Knew a Woman Cortney Davis leads us where every woman fears to tread; through the swing doors and down the corridors to an often far-to-busy-to-see-us women's clinic reception desk. The poorer the clinic the more tatty and out of date the magazines, scattered like bird seed to keep our minds occupied while we wait. But there is rarely any item in them to calm the nervousness that women feel on checking in. After the wait your name is called, you go to a room, undress to wait again. Nothing unlocks the nervousness that numbs the mind. Nothing that is, until Davis or one of the legion of nurses like her enters the room. But what is it that these nurses really do for women? I think the answer is that as much as we open and give them, they receive us as complete women.
Long ago Davis honed the art of nursing her complete patient and over the last decade she has also practiced the art of writing. In her poetry and prose she gives us back ourselves, a mirror image of our womanhood. See, she seems to say, see, this is you and this is all of us, do not be afraid.
Davis is a poet as well as a prose writer and in I Knew a Woman her prose has reached a new level of lyrical movement. During the late fifties, as medical knowledge and science began to explode the person inside the patient was often getting left behind. Dr. A.F. Clark-Kennedy of the London Hospital wrote a small book called Patients as People; Medicine in its Human Setting. (Faber and Faber London 1957). He wove the stories of patients and their disease together showing young doctors and nurses how each related to the other. It was not until the seventies that physician writers such as Richard Selzer invited us to look again and remember patients as people. Davis has claimed her place alongside these two fine literate physicians as a writer of such caliber. I Knew a Woman is a book to be read by everyone; teachers, nurses, physicians and woman patients. Davis led us into the clinic with her poetic prose and we leave I Knew a Woman with a stronger and more open heart.
Muriel Murch
Author Journey in the Middle of the Road.
Producer Living with Literature for community radio.

I have recommended this fine, beautifully-written book to all my friends, and to all my colleagues in the health-care profession. I tell them that though this book stitches together the stories of a nurse-practioner and four of her women patients (fictional composites, to protect the privacy of the author's real patients), it is a book that reaches beyond the subject of the female experience in the medical world. Cortney Davis writes compellingly about humanity--about the vulnerability of both the human body and the human spirit. In addition to her obvious gifts as a writer, she offers the reader the gift of her strong, sensitive spirit.

I have recommended this fine, beautifully-written book to all my friends, and to all my colleagues in the health-care profession. I tell them that though this book stitches together the stories of a nurse-practioner and four of her women patients (fictional composites, to protect the privacy of the author's real patients), it is a book that reaches beyond the subject of the female experience in the medical world. Cortney Davis writes compellingly about humanity--about the vulnerability of both the human body and the human spirit. In addition to her obvious gifts as a writer, she offers the reader the gift of her strong, sensitive spirit.

In I Knew a Woman Cortney Davis leads us where every woman fears to tread; through the swing doors and down the corridors to an often far-to-busy-to-see-us women's clinic reception desk. The poorer the clinic the more tatty and out of date the magazines, scattered like bird seed to keep our minds occupied while we wait. But there is rarely any item in them to calm the nervousness that women feel on checking in. After the wait your name is called, you go to a room, undress to wait again. Nothing unlocks the nervousness that numbs the mind. Nothing that is, until Davis or one of the legion of nurses like her enters the room. But what is it that these nurses really do for women? I think the answer is that as much as we open and give them, they receive us as complete women.
Long ago Davis honed the art of nursing her complete patient and over the last decade she has also practiced the art of writing. In her poetry and prose she gives us back ourselves, a mirror image of our womanhood. See, she seems to say, see, this is you and this is all of us, do not be afraid.
Davis is a poet as well as a prose writer and in I Knew a Woman her prose has reached a new level of lyrical movement. During the late fifties, as medical knowledge and science began to explode the person inside the patient was often getting left behind. Dr. A.F. Clark-Kennedy of the London Hospital wrote a small book called Patients as People; Medicine in its Human Setting. (Faber and Faber London 1957). He wove the stories of patients and their disease together showing young doctors and nurses how each related to the other. It was not until the seventies that physician writers such as Richard Selzer invited us to look again and remember patients as people. Davis has claimed her place alongside these two fine literate physicians as a writer of such caliber. I Knew a Woman is a book to be read by everyone; teachers, nurses, physicians and woman patients. Davis led us into the clinic with her poetic prose and we leave I Knew a Woman with a stronger and more open heart.
Muriel Murch
Author Journey in the Middle of the Road.
Living with Literature community radio.

Cortney Davis, nurse practitioner, poet, creative nonfiction writer, has written a remarkable book about the science and poetry of healing, about protocol and ritual, gnosis and diagnosis, and, above all else, the blossoming of hope. The laying on of hands.

Her book is a lyrical manifesto of Carl Jung's observation that "every personality has a story. Derangement happens when the story is denied. To heal, the patient had to rediscover his story." A good nurse is one who knows that it's just as important to hear her patients' stories as it is to palpate abdomens or check reflexes. In the exam room, that sacred space, four women tell Davis their stories. Like a good novel, Davis builds believable characters using dialogue and humor and dramatic scenes and then weaves her own story into theirs.

Healing literally means "wholeness," with the words "holy" and "heal" both deriving from the Anglo-Saxon "haelen," meaning "whole." Davis brings her rejected and discarded patients into the circle, and listens with an inward ear for those parts of them that have been silenced. Healing is restoration of communication within one's self, a restoration of balance, a willingness to change. Davis is a healer in the true sense of the word.

No Doubt, Hong Kong is facing the Post Industrial Era since year 2000.

After the Rapid changes of Internet Age, Globalization is the next development in the coming decade. But it makes more competition and prices down in the Global markets. All the traditonal and industrial products are over supply than demand in these two years.

When you think back on the rapid development in Computer and Internet business since year 2000, they have over one time growth for every 18 months and the price is down for 50%. Thus, it makes the competition are so quicky and fast in year 2002 or even in the coming decade.

" Post Industrial Era " is coming now. It means that all the industrial products are over supply in the Global markets. Now we are needing the Elite people and knowledge workers to help all industries to re-fresh and re-build their new roads. High-tech skills and people are welcome in the developmet of Globalization.

New Business models and E-business structures are the only way for us to go and keep on running in the year 2003!

In order to keep your business in the rapid growth of the global markets, please try to absorb more Elite people in your Corporation in time.

No Doubt, Hong Kong is facing the Post Industrial Era since year 2000.

After the Rapid changes of Internet Age, Globalization is the next development in the coming decade. But it makes more competition and prices down in the Global markets. All the traditonal and industrial products are over supply than demand in these two years.

When you think back on the rapid development in Computer and Internet business since year 2000, they have over one time growth for every 18 months and the price is down for 50%. Thus, it makes the competition are so quicky and fast in year 2002 or even in the coming decade.

" Post Industrial Era " is coming now. It means that all the industrial products are over supply in the Global markets. Now we are needing the Elite people and knowledge workers to help all industries to re-fresh and re-build their new roads. High-tech skills and people are welcome in the developmet of Globalization.

New Business models and E-business structures are the only way for us to go and keep on running in the year 2003!

In order to keep your business in the rapid growth of the global markets, please try to absorb more Elite people in your Corporation in time.

No Doubt, Hong Kong is facing the Post Industrial Era since year 2000.

After the Rapid changes of Internet Age, Globalization is the next development in the coming decade. But it makes more competition and prices down in the Global markets. All the traditonal and industrial products are over supply than demand in these two years.

When you think back on the rapid development in Computer and Internet business since year 2000, they have over one time growth for every 18 months and the price is down for 50%. Thus, it makes the competition are so quicky and fast in year 2002 or even in the coming decade.

" Post Industrial Era " is coming now. It means that all the industrial products are over supply in the Global markets. Now we are needing the Elite people and knowledge workers to help all industries to re-fresh and re-build their new roads. High-tech skills and people are welcome in the developmet of Globalization.

New Business models and E-business structures are the only way for us to go and keep on running in the year 2003!

In order to keep your business in the rapid growth of the global markets, please try to absorb more Elite people in your Corporation in time.

No Doubt, Hong Kong is facing the Post Industrial Era since year 2000.

After the Rapid changes of Internet Age, Globalization is the next development in the coming decade. But it makes more competition and prices down in the Global markets. All the traditonal and industrial products are over supply than demand in these two years.

When you think back on the rapid development in Computer and Internet business since year 2000, they have over one time growth for every 18 months and the price is down for 50%. Thus, it makes the competition are so quicky and fast in year 2002 or even in the coming decade.

" Post Industrial Era " is coming now. It means that all the industrial products are over supply in the Global markets. Now we are needing the Elite people and knowledge workers to help all industries to re-fresh and re-build their new roads. High-tech skills and people are welcome in the developmet of Globalization.

New Business models and E-business structures are the only way for us to go and keep on running in the year 2003!

In order to keep your business in the rapid growth of the global markets, please try to absorb more Elite people in your Corporation in time.

No Doubt, Hong Kong is facing the Post Industrial Era since year 2000.

After the Rapid changes of Internet Age, Globalization is the next development in the coming decade. But it makes more competition and prices down in the Global markets. All the traditonal and industrial products are over supply than demand in these two years.

When you think back on the rapid development in Computer and Internet business since year 2000, they have over one time growth for every 18 months and the price is down for 50%. Thus, it makes the competition are so quicky and fast in year 2002 or even in the coming decade.

" Post Industrial Era " is coming now. It means that all the industrial products are over supply in the Global markets. Now we are needing the Elite people and knowledge workers to help all industries to re-fresh and re-build their new roads. High-tech skills and people are welcome in the developmet of Globalization.

New Business models and E-business structures are the only way for us to go and keep on running in the year 2003!

In order to keep your business in the rapid growth of the global markets, please try to absorb more Elite people in your Corporation in time.

This is the first and only Victoria Holt book I have read yet. I love mysteries and read them often. Of all mysteries I have read this is one of the best. I liked it so much sometimes I would stay up into the early hours of the morning because I could not put it down. It is a wonderful book, give it a try.I have plans to read many more of her books. She is one of the top authors on my list of favorite authors.

This book is good at keeping you in suspense. Dallas Lawson is a painter who goes to a country estate wich belongs to a mysterious and aloof man(the comte)durring the 1800's. Where she is thrown into mystery and adventure. She went there to find a job of restoring paintings only the job of restoring wrong doing has found her. I highly recommend this book. Its the kind of book to read on a dark rainy day or anytime for that matter.

I just finished this book (my 12th Victoria Holt novel!!) and like always, she can spin a tale of gothic romance like no one else. I wish, God how I wish, this talented woman was still alive and writing, because no one did it better. Her sense of detail, setting, people, is just so lush and vibrant. This novel is set in France and revived my interest in French culture! This is also a fast moving book, full of energy. You will love it! If you have never read Miss Holt, read this, Mistress of Mellyn, and On the Night of the Seventh Moon and just see how quickly you become a huge fan!

This book is good at keeping you in suspense. Dallas Lawson is a painter who goes to a country estate wich belongs to a mysterious and aloof man(the comte)durring the 1800's. Where she is thrown into mystery and adventure. She went there to find a job of restoring paintings only the job of restoring wrong doing has found her. I highly recommend this book. Its the kind of book to read on a dark rainy day or anytime for that matter.

King of the Castle is a classic Victoria Holt suspense novel: a young heroine visits a strange locale, gets caught up in a series of mysterious events, and becomes romantically involved with someone who may be a murderer. In this case, the protagonist is Dallas Lawson, who, at the age of 28 and unmarried, is left bereft after the death of her father. In desperation, she accepts (under false pretenses) a commission which had been offered to her father three years before: the restoration of paintings at a French chateau. But of course, once she arrives, she finds much more than she bargained for: the unsolved mystery of the lost family emeralds, which disappeared during the Revolution; a wayward teenage girl who may actually intend her harm; rumors that the Comte of the chateau murdered his wife; and of course, the enigmatic comte himself. As always, Holt's storyline is both interesting and engaging, although those who have read many of her books may find the progression of the plot to be somewhat predictable. However, the ending definitely comes as a surprise in this enjoyable historical thriller.

First there was the Thomas Guide, then the book on shortcuts and now finally LOS ANGELES FIRST CLASS. I have been working in the entertainment indusrty for ten years and this is the answers to hundreds of questions that I needed to answer and FAST. From jets to pets, every chapter of this book is filled with useful information and the companies included are people who are going to get things right the first time. My only fear is that my boss gets her hands on it, it's user-friendly layout makes it too easy.

This is a wonderful compilation of shops and services that celebrities have patronized. Ms. Elias has done a wonderful job putting together her career experience with Hollywood stars by divulging their little secrets on where they shop for toys, where they dine, where and who does their hair and other goods and services that they take advantage of.

You'd be surprised at some of the places they go. You may just run into these stars buying Barbies or getting a bikini wax next to you. Can you imagine a hairstylist using the same pair of scissors that were used on Bette Midler to cut your own hair? Or Bette Midler's mermaid tail brushing up against your dinner jacket at the dry cleaners?

Even if you don't use the book for needed services, it's a fun peek into the lives of your favorite celebrities. Buy this book!

This book is a fabulous, time-saving resource for all Angelinos. Worth the read for usefulness and great entertainment! Highly recommend.

Although I can only afford to use this resource occasionally,
I have many friends who are already turning to this conscise, well written reference book on a frequent basis.
Bravo Ms. Elias!

I've worked as a personal assistant for over 15 years and this book contains exactly the information that has taken me 15 years to compile AND MORE! Anyone who works for people who expect the best should buy this book and impress their boss by having all the best resources! This will save any assistant years of research and the added benefit of the peace of mind in knowing that everyone listed in this book are competent of delivering on their promise.

This book is perfect for ARRT test prep. Make sure you get the book with the internet access. With the internet, you get to do all the practice tests you need to prepare for the ARRT boards. There are quite a few questions in the book and internet that are verbatim.

I haven't taken the registry exam yet, but for those looking for a good book to review, I recommend this one. I haven't made it through the whole book yet, but there are a lot of questions with such detailed explainations for every section. The questions are difficult, but I have been told by numerous people that these questions are harder than that of the actual ARRT exam. There are questions designated to each section, way more than what the real test will be, but the end of the book contains 2 practice tests combining all of the sections. VERY HELPFUL!

This is a great resource!!! I recently took the ARRT board exam in Radiography and I used this prep book to prepare for it. I scored a 98% on the exam. I would recommend this guide to anyone who wants to rock the boards. AsB

I used pretty much just this book to prepare for the Registry exam in 2006. I did every question in it over the 2 weeks before I sat the Registry, and passed it with a score of 97. What more can I say? This is the only prep book you need.

With this book comes free access to an online testing web site. This online, create-your-own exam feature is what got me through the registry test. It allows you to select any number of questions (there are more than 1,400!), from any of the 5 main categories (and the myriad sub-categories), those you've already seen or not seen, or to use only the ones you've previously gotten wrong. And you can use the web site as many times as you need to during your allotted access time (details with the book.) The author was very responsive to my questions when I needed clarification, and there's a link right on the web site making it easy to ask.

Unlike other test-prep resources I've seen, the questions are equal to or HARDER than those on the registry exam! The service tracks your averages in each of the five categories, and reports results for an individual exam upon completion as well as your cumulative average. You can interrupt taking an exam and resume it at another time. And, speaking of time, your test results also include how long it took you to complete your custom-made exam, as well as the average number of seconds per question. The registry exam is timed, so knowing your time in advance can help you focus where you need to.

I could go on, but you've got the picture by now: I can't say enough about the positive contribution this resource made to my success!

Paula McLain's Like Family is a riveting story of three girls' lives as they move from one house to another in the Fresno, California foster care system. Many altering factors lead to the girls' entry in the foster system, including the imprisonment of their father, the abandonment by their mom, and the incapability of their grandma to take care of them for long. The girls deal with many different obstacles in their foster homes including strict rules, sexual exploitation, and deprivation of water! The life-altering events are written in extremely descriptive and graphic detail that capture the reader's attention and don't let go. I'm not normally a reader of non-fiction novels; I generally find more interest in fiction books. However, as soon as I opened this book to the first page, I discovered that even non-fiction books could be entertaining and enjoyable. I couldn't put the book down, from start to finish. It was a dramatic, funny, emotional book that I would recommend to any girl or woman (Guys wouldn't like it much, I'm sure!).

Paula McLain's account of her childhood is compelling reading. I am deeply concerned with the dismal state of the foster care system and the impact of it on our community's children. I have also been a foster parent. Ms. McLain's writing is powerful and personal, a beautiful and touching memoir allowing the rest of us to experience the abysmal consequences of parenting taken too lightly (by biological parents or misguided fosters or officials entrusted with responsibility). The reader does not have to have a specific interest in this topic to be moved and gain value and insight. Ms. McLain takes full responsibility as an adult to have her own life work, even with the vestiges of her childhood forever present. No whining here, which makes it all the more powerful. A quick read, highly recommended.

Paula McLain's book is excellent. It deals with an extremely tough subject in an honest, heart-wrenching, sometimes funny, but never "feel sorry for me" manner. It was well worth every second I spent reading it.

What sad, sad childhoods the three sisters in Like Family had. This compelling tale may break your heart or inspire you to become a GOOD foster parent; what it won't do is leave you unmoved. Read this beautifully written book and weep.

Poet Paula McLain's memoir of growing up among foster families because of her ex-con unreliable father, and a mother who took off for the movies for sixteen years, is an American tragedy with a bittersweet ending.

McLain's characters, the people she meets during her harrowing journey through a foster-care system increasingly gone mad, are both abusive and pitiable, criminally unfit to be their own children's parents, and yet as adrift as Paula and her two sisters, Penny and Teresa. McLain's prose is a long-overdue love letter to her wry, spunky, strong personality, the children and families rebelliously proud of their differences in mainstream America, the love coming from real parenting such as McLain's father's ex-wife Donna, McLain's churchgoing Granny, and the kindly Fredericksons, a foster family for the McLain girls, the forgotten Americana of the 1960's and 1970's, the heartbreak of teenage girls looking for love in sexual embraces, and most of all, the unbreakable bond between McLain and her sisters, Penny and Teresa, who are as fascinating as she is.

Even McLain's absent mother, who returns miraculously out of the blue, as often happens in real life, gets sympathetic treatment. A brilliant, complex memoir.

This book is a good resource for managers trying to develop brands where experience accounts for and important portion of the value perceived by the customer.
It is well structured, goes beyond the obvious.

As the CEO of a software company, I have been searching for PRACTICAL advice for enhancing the experience for our customers. Most books I have seen are full of theory and are basically worthless. If you don't walk away from this book with a list of action items, then you obviously don't care about serving your customers.

I believe that this book will be on my desk as a reference for a long time. It will take a couple of years to implement all that I learned.

Definitely worth the read!

Actually, the title of this book is somewhat misleading because Smith and Wheeler have as much of value to say about how to create an appropriate customer experience as they do about how to manage it effectively. In fact, the two are not only connected, they are interdependent. The ultimate objective is to establish an ever-increassing critical mass of customers who are "advocates" or as Ben McConnell and Jackie Huba would characterize them, "evangelists."

Obviously, customer relationship management (CRM) is a multi-stage process which begins with obtaining sufficient and relevant information about the target customer (or customer segments), proceeds through the design and implementation phases, continues with refinement and modification based on rigorous evaluation of CRM initiatives and measurement of their impact. Effective marketing creates or increases demand for whatever is offered whereas effective CRM ensures that "customer satisfaction" becomes "customer loyalty" which, eventually, becomes and remains "customer advocacy."

At this point, it is worth noting that, in several dozen research studies on what customers consider to be most important, three attributes were almost always ranked among the top five: feeling appreciated, convenience (i.e. easy-to-do-business-with or ETDBW), and perceived value. Cost? Depending upon which research study is consulted, it was ranked 9-14 in importance. By the way, Warren Buffett once observed something to the effect, "Cost is what you charge but value is what they think it's worth." Marketers and service providers would be well-advised to keep that in mind.

Credit Smith and Wheeler with providing a remarkably thorough analysis of how to manage the development of relationships with customers which evolve from their satisfaction to loyalty to advocacy. As Bernd Schmitt correctly notes in the foreword, "Towards the beginning of this book, the authors distinguish two key routes toward a Branded Customer Exerience: `experiencing the brand' and `branding the experience.' Experiencing the brand...begins with the brand, turns it into a promise, and delivers on it. Branding the experience is about creating an innovative experience for customers and then branding it.."

Starbucks offers an excellent example. Under Howard Schultz's leadership , the international chain of gourmet coffee shops demonstrates how to combine "excperiencing the brand" and "branding the experience." The result is that Starbucks has become, as Schultz proudly notes, not a "trend" but a "lifestyle." Perhaps no other organization treats its part-time employees treats better (both compensation and benefits) and they reciprocate with a consistency high level of service (both competence and cordiality) and thus function as - yes - advocates. According to Schultz, "What we've done is said the most important component in our brand is the emplopyee. The people have created ther magic. The people have created the experience." Appropriately, Schultz entitled his autobiography Pour Your Heart Into It.

One final point. Most organizations which have problems retaining valued customers probably also have problems retaining valuable employees. Hence the even greater relevance and value of what Shaun Smith and Joe Wheeler share in this book. Peter Drucker once observed, "If you don't have a customer, you don't have a business." There corollary to that insight: "If you don't employees who are competent and cordial as well as committed to the enterprise, you won't have any cuistomers."

Those who share my high regard for this book are urged to check out McConnell and Jackie Huba's Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force, Leonard L. Berry's Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success and On Great Service: A Framework for Action as well as Theodore Levitt's The Marketing Imagination (which includes his classic HBR article, "Marketing Myopia"), Kenneth E. Clow and Donald Baack's Integrated Advertising, Promotion, and Marketing Communications (Second Edition), George E. Belch's Advertising and Promotion: An Integrated Marketing Communications Perspective, P. R. Smith and Jonathan Taylor's Marketing Communications: An Integrated Approach, and Noel Capon and co-authors' Total Integrated Marketing: Breaking the Bounds of the Function.

Also, Irving Rein and co-authors' High Visibility: The Making and Marketing of Professionals into Celebrities, Kellogg on Marketing (edited by Dawn Iacobucci), Kellogg on Integrated Marketing (co-edited by Iacobucci and Bobby Calder), and finally, Harry Beckwith's What Clients Love: A Field Guide to Growing Your Business.

We do Graphic Design for Restaurants which is all about "The Experience". We have not only started using some of the suggestions for our own firm, but are purchasing copies for clients as Christmas presents.

I bought this and several other books on this topic of a project at work. This so far has been the most comprehensive and thoughtful book on the topic. There are plenty of templates and workflows to help a team frame their customer experience goals and is supplemented with substantial facts and figures that resonate with executives. This book will provide me with much of what i need to clearly articulate these ideas to my leadership (as i build yet another powerpoint deck to do so).

My only gripe is that while many of these themes transcend time, we need a good 2008 version of this thinking that incorporates the huge changes in the internet and pervasive connectivity. References to technology were very light, i'm assuming so as not to seem outdated in this fast moving world.