[G821.Ebook] Download Ebook How to Be Twice As Smart: Boosting Your Brainpower and Unleashing the Miracles of Your Mind, by Scott Witt

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How to Be Twice As Smart: Boosting Your Brainpower and Unleashing the Miracles of Your Mind, by Scott Witt

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The super-performers of this world got where they are today "not" because they are any smarter than the rest of us, but because they know how to multiply their brainpower. Now you can learn their secrets. this book spells out proven techniques that help you: Get your paperwork done in half the time Remember the names of everyone you meet Recall facts, dates, and figures with the Data Linking method Do mental calculations at the speed of a calculator Read a complete book in less time than most people take for one chapter - and absorb more of what you read Solve problems that stump others Speed-learn any subject Impress the people who can help you most Set higher goals for yourself and meet them easily You'll also discover "Wildcatting" - a new, improved system of brainstorming for unusual and creative solutions to problems. You'll learn to decode hidden meanings in what people say, and how to use mental leverage to influence other people. You can achieve job promotions, success in business, election to office, and enduring friendships. The keys to all of these achievements are spelled out for you, step by step, in this remarkable book.

• Sales Rank: #1387667 in Books
• Published on: 1983-02
• Original language: English
• Number of items: 1
• Binding: Hardcover
• 262 pages

Most helpful customer reviews

6 of 7 people found the following review helpful.
Should be titled: How to look ten times smarter than you are
By Bernard M. Patten
Recent advances in neuroscience indicate that the brain benefits from mental exercise as much as muscles benefit from physical exercise. The benefits are due to increased synaptic efficiency, increased synapses, production of new neurons by neurogenesis, increased neurotransmitter activity and the production of brain derived neurotrophic growth factors. This book, among many, must therefore be of material assistance in building brain power. Particularly helpful are the sections on mental arithmetic, memory, and listening techniques. The parts on hidden meanings enabled me to understand the covert messages that are attached to almost everything that is said and saved me over $100,000 in recent negotiations that I was involved in. Some of the advice on how to increase creativity is questionable but interesting. All in all, the book didn't make me twice as smart, but it did make me look twice as smart, especially in front of the grandchildren.

29 of 31 people found the following review helpful.
It didn't make me twice as smart but I sure look that way
By Bernard M. Patten
Wow! I bought this book as a lark thinking it might give me some laughs. Instead I can state with certainty that, although it didn't make me twice as smart, it did make me look twice as smart, probably smarter. Particularly good was the advice on intelligent listening. I knew there were covert messages to everything that was said but I didn't know how to decode those messages and use them to my advantage especially in negotiations. The mental math Witt gives us has helped me look like a genius before my students and I now add, subtract, and multiple in my head faster than they can using a calculator. The reason this book is so effective, besides the clear intelligent style of the writing, is that nobody functions at a level anywhere near his or her mental capacity. If you can increase that capacity by a factor of two, you have to outperform the competition.

32 of 33 people found the following review helpful.
Amazingly Practical Advice
By Erdos
"How to Be Twice as Smart" appears a perfect candidate for a cheap gag gift to a friend. You should buy the book. But keep it for yourself for serious study on how to leverage your existing brain cells to the maximum benefit.
In the text, Witt cites the oft quoted figure that we only use a small percentage of our brains. If we increase that percentage we can outperform others with greater innate abilities.
Unlike other authors, Witt actually proceeds to discuss how we can increase our "mental leverage" by the following:
(1) Keep an index card system to remember facts, keep the cards randomized
(2) Use digit conversions to remember numbers (for example 5 maps to "l" and 3 maps to "m". If you needed to remember a long string of numbers such as your credit card, you could simply remember the words formed from the mapping.)
(3) Don't re-read. And try to take in a greater number of words per glance. Use the SMART reading technique which represents the set of questions about the text you should ask yourself: namely, Subject, Material, Assertions, Reaction, Trademark.
(4) Perform mathematical computations by going left to right, rather than the reverse
(5) Visualization can be as useful as field practice
(6) Write in shorthand to capture conversations, etc.
(7) Confidence and independence are common traits of creative people
(8) Methods of disarming your detractors and influencing others
In short, the scope and applicability of Witt's book is striking, making this is the best "improve your mental ability" book I have ever read.
Paul Erdos

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[V798.Ebook] PDF Download On The Shoulders Of Giants: The Great Works Of Physics And Astronomy, by Stephen Hawking

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On The Shoulders Of Giants: The Great Works Of Physics And Astronomy, by Stephen Hawking

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World-renowned physicist and bestselling author Stephen Hawking presents a revolutionary look at the momentous discoveries that changed our perception of the world with this first-ever compilation of seven classic works on physics and astronomy. His choice of landmark writings by some of the world's great thinkers traces the brilliant evolution of modern science and shows how each figure built upon the genius of his predecessors. On the Shoulders of Giants includes, in their entirety, On the Revolution of Heavenly Spheres by Nicolaus Copernicus; Principia by Sir Isaac Newton; The Principle of Relativity by Albert Einstein; Dialogues Concerning Two Sciences by Galileo Galilei with Alfonso De Salvio; plus Mystery of the Cosmos, Harmony of the World, and Rudolphine Tables by Johannes Kepler. It also includes five critical essays and a biography of each featured physicist, written by Hawking himself.

• Sales Rank: #218077 in Books
• Brand: Brand: Running Press
• Published on: 2002-09-18
• Original language: English
• Number of items: 1
• Dimensions: 2.47" h x 6.16" w x 9.32" l,
• Binding: Hardcover
• 1280 pages

Features

• Used Book in Good Condition

From Publishers Weekly
Acclaimed physicist Hawking has collected in this single illuminating volume the classic works of physics and astronomy that in their day revolutionized humankind's perception of the world. Included are Copernicus's On the Revolution of Heavenly Spheres, Galileo's Dialogues Concerning Two New Sciences, Kepler's "Harmony of the World," Newton's The Principia and selections from The Principle of Relativity by Einstein. Taken together, these writings document the evolution of our conception of the universe from a pre-Copernican cosmos with a stationary earth at its center to one in which the very weave of time and space are relative. The editor's ability to step back and view the sweep of his subject was first showcased in his bestselling A Brief History of Time and confirmed in his The Universe in a Nutshell. In an essay introducing each work here, he gives a short and sweet biography of its author and an explanation of its significance, as well as the occasional gem, like Galileo's handwritten renunciation of his beliefs before the Inquisition. To read the works themselves is to feel the thrill and mystery of intimacy with oft-cited source documents. Despite the volume's heftiness, Hawking has given these works a setting that is elegantly simple and, in its simplicity, effectively broadening.
Copyright 2002 Reed Business Information, Inc.

From Booklist
In translation from the original Latin, Italian, or German, the revolutionary scientific writings of Copernicus, Kepler, Galileo, Newton, and Einstein are here gathered into one monumental book. The texts appear to be unexpurgated, with little evidence of editing; Hawking's contribution is a biographical introduction to each of these icons of physics. The actual texts are largely unmediated by Hawking, so readers seriously willing to plunge into De revolutionibus or Principia mathematica would be well advised to be self-reliant, particularly in the mathematics absolutely central to understanding when reading the texts. This collection could be regarded as an intellectual fashion accessory for readers without the requisite mathematical ability, although some of the entries are more accessible, as with the Galileo offering, which Galileo wrote as a dialogue precisely for a general audience. In the Einstein selections, too, the math-impaired can find the Newton-toppling ideas among the equations: "Velocities greater than light . . . have no possibility of existence." It remains to be seen whether the publisher's audacious six-figure press run is justified. Gilbert Taylor
Copyright � American Library Association. All rights reserved

Review
..".Hawking gives these works a setting that is elegantly simple, and in its simplicity, effectively broadening."

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42 of 42 people found the following review helpful.
The original papers.
By Palle E T Jorgensen
What makes this Stephen Hawkin book different is that it collects together in one place the original papers of the great masters, starting with Copernicus, and ending with Einstein. A generation ago, Eric Temple Bell suggested that we begin with the classics when learning math and science. Traditionally, it was thought that modern books based on the classics offered more effective ways of introducing or presenting the material, and as a result only a few students (and teachers) took the trouble of looking at the original classics, the central papers of the great masters. The true landmark papers. All the while, they collected dust on the shelves in the back rooms of libraries. Of the giants in science, five stand out, Copernicus, Galilei, Kepler, Newton, and Einstein. A chapter is reserved to each of the five. Each chapter begins with a lively biography which also serves to place the material in the context of the history of science. This is followed with the original papers themselves in translation. With this book, readers can compare Newton's laws from Principia with the fundamental papers of Einstein. It is collected in one place with commentary. Complaint: The print reproduction of Einstein's papers is not good, and some formulas unfortunately have been truncated in the reproduction. Hopefully that will be fixed in a second edition.

2 of 2 people found the following review helpful.
Take time to learn.. Just might surprise you
By fede hall
It is a simple read, easy to understand book on the universe. I wasn't interested in reading abt the different. Galaxies, but my husband encouraged me that once I read the book, I'd understand the galaxies better and my interest would grow. Well, he was right. I now look for books to read from this author on other topics.

2 of 2 people found the following review helpful.
Excellent idea to condense in just one volume the greatest ...
By Amazon Customer
Excellent idea to condense in just one volume the greatest scientific works up to date. One can navigate through the thoughts of physicists and astronomers from one century to the next, becoming a witness of the evolution of our understanding of the universe.

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[V363.Ebook] Get Free Ebook Site Analysis: Diagramming Information for Architectural Design 1st (first) Edition

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• Binding: Paperback

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[J269.Ebook] Ebook And Another Thing: v. 2: The World According to Clarkson, by Jeremy Clarkson

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In And Another Thing. . . the outspoken and outrageous presenter Jeremy Clarkson shares his opinions on just about everything. Jeremy Clarkson finds the world such a perplexing place that he wrote a bestselling book about it. Yet, despite the appearance of The World According to Clarkson, things—amazingly—haven't improved. Not being someone to give up easily, however, he's decided to have another go. In And Another Thing. . . the king of the exasperated quip discovers that bombing North Carolina is bad for Yorkshire, we can look forward to exploding at the age of 62, Russians look bad in Speedos (but not as bad as we do), and that wasps are the highest form of life. Thigh-slappingly funny and in your face, Jeremy Clarkson bursts the pointless little bubbles of the idiots while celebrating the special, the unique, and the sheer bloody brilliant. . . And Another Thing. . . is a hilarious collection of Jeremy's Sunday Times columns and the second in his The World According to Clarkson series, which also includes For Crying Out Loud!, How Hard Can It Be?, and The World According to Clarkson.

• Sales Rank: #7407348 in Books
• Brand: Brand: Michael Joseph Ltd
• Published on: 2006
• Original language: English
• Number of items: 1
• Dimensions: 9.25" h x 1.00" w x 6.00" l,
• Binding: Paperback
• 400 pages

Features

• Used Book in Good Condition

About the Author
Jeremy Clarkson is the presenter of Top Gear. He writes for The Sun, The Sunday Times, and Top Gear Magazine.

Excerpt. � Reprinted by permission. All rights reserved.
Sorry, Hans, brassy Brits rule the beaches now

When package holidays began, all of a sudden we could

experience life at close quarters with people from other

nations. We thought the Germans were the most ridiculous

people on the beach.

As Monty Python pointed out years ago, they pinched

the sun beds and barged into the queues and frightened

the children. And if you weren’t at the buffet spot-on

seven, Fritz had wolfed all the sausages.

But with the advent of the Boeing� 747 came the longhaul

holiday and we realised that the Germans were

country mice compared with the Americans. No shorts

were too large, no thong was too small.

What’s more, Hank does not like to sit on the beach

and read a book. He likes to shout and play volleyball.

When the Yanks are around, it’s like being on holiday in

a primary school playground.

For years the Americans were in a class of their own,

but then the Berlin Wall fell down and, as a result, from

the Indian Ocean through the Middle East and the Mediterranean

to the Caribbean, Boris and Katya were making

all the running.

In many ways the Russians are like the Americans.

They’re either far too fat or far too beautiful. There’s no

middle ground. And again, like Uncle Sam, no part of

the body is immune from man-made enhancement. The

Americans go for surf-white teeth; the Russians for alarming

special forces tattoos. And neither seems to see anything

wrong with breast enlargement. I saw one Russian

woman on the beach in Barbados the other day who had

the body of a walnut and a chest that put Antigua in the

shade.

However, where the Russians move into an easy lead

is beach attire. For the men it’s the traditional Speedo,

while the women seem to get their fashion pointers from

internet porn sites. I haven’t yet seen anyone strutting

down the beach in stockings and suspenders but it’s only

a matter of time.

Today, though, a new contender has come along and

blown the old favourites into the seaweed. The title of

Most Stupid People on the Beach has gone in� 2004 . . .

to Britain.

We were designed to make Spitfires and Beagles. We’re

supposed to be in a shed, in gloves, inventing stuff. We

therefore do not look good on a beach. We’re piggy

white and if you expose us to the sun, we turn into

Battenburg cake.

We’re designed for bracing walks along the front in

Scarborough and wet camping holidays in Scotland. But

our newly discovered wealth means we can now go to

the tropics. Because it’s new money, we really have no

idea what to do with it.

�

Most helpful customer reviews

2 of 2 people found the following review helpful.
Typical Clarkson. Laugh out loud hilarity!
By m. angel
What a great compendium of Clarksons' Sunday Times articles. Me being an American imbecile that knows nothing of British humour (wink) even I can appreciate his, well "Clarksonesque" view of a broad range of topics from international travels, local and international politics and his deep love-for and appreciation of all things mechanical, especially aeroplanes. This is a must read for anyone just looking for a laugh.

0 of 0 people found the following review helpful.
Fun, light-hearted reading
By Tony Edwards
Most enjoyable. I have lived abroad for many years and not followed many English programs so I was not especially aware of who Clarkson was. Now I know.His humor is wonderful and exactly what grabs my attention. The first book was recommended to me by an American friend. "Here," he said, "You're English, you'll enjoy this book. He was right.
An easy, light read, good for putting you in a fun frame of mind. Definitely recommend. That's why I have bought further editions for me and a friend. The Slope of Kongwa Hill: A Boy's Tale of Africa.

2 of 2 people found the following review helpful.
An Interesting Look at the World
By MarkStan
You really need to be a resident of the UK to understand most of the book, but the humor is still international. Just be aware that the whole book is a reprint of his daily column that has been formed into a book. Good read and often insightful.

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"Filled with treasure and big ideas, this book will help you become exceptional." - SETH GODIN

In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand. In Exceptional Service, Exceptional Profit insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's entertainment and technology company Oasis, and has since proven itself in countless companies around the globe from luxury giant BVLGARI to value-sensitive auto parts leader Carquest, and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them directly to their own businesses. As Ken Blanchard writes, "Leonardo and Micah's philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization." Filled with detailed, behind-the-scenes examples, the book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

Honors received:
* A Jack Covert Selection
* CEO Refresher Top Ten Best Business Book of the Year
* 800-CEO-READ Business Book of the Year Awards Shortlist winner
* Philadelphia Bulletin "Must Read" business book
* Book of the Month, Las Vegas Women's REALTOR�
* DearReader.com Business Book Club Selection
* Shanghai Daily Press #1 U.S. Business Book

"If you want to deliver a superior client experience, then have every employee read this book.� That's what we've done.� This volume is simply that profound, that good." Jim S. Miller, President, Prime Performance

• Sales Rank: #121028 in Books
• Published on: 2010-04-07
• Original language: English
• Number of items: 1
• Dimensions: 9.25" h x 6.50" w x 1.00" l, .95 pounds
• Binding: Hardcover
• 170 pages

Review
"A must-read for anyone interested in transforming their interactions with clients - a manual for winning customer loyalty that actually inspires." Daniel H. Pink, author of Drive: The Surprising Truth About What Motivates Us


"Exceptional Service, Exceptional Profit is a book after my own heart. This is the way to run a customer-focused company!" Ken Blanchard, coauthor The One Minute Manager�
--Ken Blanchard


"What you read here will allow you to recalibrate your business--on any scale--to truly know your customers and keep them coming back for more." Horst Schulze, Founding President and COO, The Ritz-Carlton Hotel Company
--Horst H. Schulze

�'Aha'-type examples... Inghilleri and Solomon draw on their experiences with blue-chip service companies [to show how] companies must deliver "anticipatory" service. Inc. Magazine review by Editor Leigh Buchanan

"A wonderful, practical book that explores the interactions that build customer loyalty. Required reading for anyone [building] a new company and for seasoned business leaders." Prof. Frank A. Philpot, George Mason U. School of Management

“...offering fundamental truths that aren’t just trendsetting tips, but timeless points to learn from again and again…” --A Jack Covert Selects, 800 CEO Read

"…highly recommend the essential and must read book to anyone serious about creating the very best in customer experiences in their organization." --BlogBusinessWorld

“No matter how good you think you are doing it right now, you owe it to yourself to read this book...will challenge the norms you have accepted for customer service.” --All Business Answers.com

"…serves well as a primer for the new manager in a service-based industry, whether it is retail, hospitality or sales.” --Houston Business Journal

“Great advice from some world class companies….pages contain golden nuggets for companies big and small…a must read. Highly recommended.” --SBC Fulfillment.com

CEO Refresher Best Business Books of The Year 2010

“Unlike many business books, it is one part theory and two parts application. Its straightforward manner, practical examples and ready-to-use suggestions make it an invaluable resource for any company.” --Business Lexington

"From manifesting the customer’s expectations and recovering from negative customer feedback to selecting and training your staff, the book makes for an easy and essential managerial read." --The Debroff Debrief

“If creating legendary customer service is important to your business, this book provides some fascinating insights.” --National Post

"A new guru of customer service excellence is Micah Solomon." --Financial Post.com

"...gem of a book...If you want to deliver a superior client experience, then have every employee read this book…volume is simply that profound, that good.” --Prime Performance.com

“…offers lessons that are immediately applicable to any business, and can help you both attract and retain clients." clients." --Accounting Today

800-CEO-Read Top 25: What Corporate America is Reading 2011

"A wealth of actionable information packed into a short book." --The Advance Me Business blog

From the Author
Author interview with Micah Solomon by Blog Business World. (Interviewer: Wayne Hulbert)Micah Solomon, President of Oasis Disc Manufacturing, founder, College of the Customer website, co-author with Leonardo Inghilleri of the highly practical and transformational book Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization, was kind enough to take the time to answer a few questions about the book.

What was the background to writing this book?��
Micah Solomon:�Exceptional Service, Exceptional Profit has an interesting genesis: In part, it is a distillation of the ideas that have led to the growth of my own business, Oasis Disc Manufacturing from its start in a room in my basement to its current status as a leader in its sector of the entertainment industry. This growth has been possible because I created systems that allow customers to retain a personal, human experience at our company in spite of the rate at which our company has scaled.

And, I was extremely fortunate to team up with someone I've always wanted to work with: Leonardo Inghilleri, an instrumental force in creating similar systems in a different context at The Ritz-Carlton Hotel Company, The Walt Disney Company, and now The West Paces Hotel Company. Leonardo and looked at the parallels in our systems and extracted a single comprehensive strategy for our readers. We wanted to wind up with a single set of technologies, principles, and strategies that could leverage shoestring budget businesses and much larger ones equally well.

Your book is about creating exceptional customer service. Why do so many otherwise astute companies fail so badly at providing great customer service?
Micah Solomon: Providing exceptional service requires an intensive overall organizational commitment day in and day out, plus much specific knowledge. There are many processes involved: appropriate hiring, worker involvement in job design, etc., which companies need to do more than pay lip service to. Furthermore, service is a curious combination of an entirely subjective area (nobody can define "exceptional service" except for the customer) and entirely data driven (there's no point learning how to apologize empathically for service breakdowns without also spending the time on data notation and analysis to determine the patterns of where those service breakdowns are occurring so you can fix the broken processes that are leading to the need to apologize).


What elements form the basis for an exceptional customer service program so it is carried out effectively?

a) First ensure you are providing a baseline of satisfactory customer service, which consists of four elements: 1. A product/service which is designed to function perfectly under any reasonably foreseeable circumstances. 2. A caring, friendly person to deliver this product/service. 3. Timeliness. Plus,(because things do go wrong), 4.An effective problem resolution program.

b) To bring customers to the level of true loyalty (which is where you build strategic value for your company--by binding customers to you, rather than merely satisfying them), you need to add the element of anticipatory customer service: knowing what a customer wants even a moment before she asks for it or even knows she wants it herself.

You do this several ways: by carefully tracking preferences you have noted or have been volunteered earlier by this particular customer, by having your own employees and other knowledgeable people use your own product/services to such an extent that you know exactly how customers in your target group would like them to function, by hiring people who are extremely appropriate for the job - empathetic, intuitive, warm, etc., and by training, orienting, and reinforcing your staff to be extraordinary in key people-related skills.

Why do so many companies use the wrong words and language when speaking to a customer?
Micah Solomon: Almost certainly they aren't thinking about this issue -- their choice of words -- at all. We recommend in Exceptional Service, Exceptional Profit that you create a specific "Language Bible" or "Lexicon" of words that are appropriate for your business, and ensure that everyone sticks to the program.

Very often, executives remark that that customer service and its results are impossible to track. Is there a way to create and utilize effective and accurate metrics to measure customer service results?
Micah Solomon: The first thing a company should do to counter this mindset is calculate the lifetime value of a customer. In companies we have worked with, the value of a customer can be up to a million dollars. Maybe it's $100,000 in a particular company, or $10,000, or even $10,000,000, but in almost every case it tends to be more than anyone at the company realizes before the calculation is done.

Second, multiply that number by the potential internet value--positive (if the customer becomes what Seth Godin calls a "sneezer" who spreads word of your great problem resolution) or negative (if the customer does a PowerPoint of your suckworthiness). Now, tell me: at this point are you seriously going to instruct your front-line workers to take a hard line and argue with customers regarding an overnight shipping bill?

As far as measuring the effectiveness of your day to day customer service results, it is important to have the numbers that are critical to your company in front of you--what could be called a "three dimensional dashboard." Not just cash flow and other similar numbers, but other indicators, such as employee engagement, problem resolution success, and customer loyalty. (Are you losing or gaining in the number of customers willing to refer your business and who are planning to use your business again?)

These ''softer'' indicators can be derived from your preferred tracking tools--your short-form customer ''quizzes,'' full-length customer surveys, secret shopper reports, and employee-filed reports, as well as data gathered on employee engagement by your managers and HR leaders.

With so much business taking place over the internet, is there an effective way to develop exceptional customer service online?
Micah Solomon: One way to distinguish your company online is to offer customers an opportunity to connect with a real person online, just as you would offline or on the telephone. For example, instead of a web-based chat window that blandly announces "you are now chatting with Jane," try "you are now chatting with Jane Chang-Katzenberg." The customers will treat your "Jane" better, they'll take her advice more seriously -- and they'll be more likely to want a committed customer relationship with her company.

What are critical moments in a business/customer relationship when it's absolutely crucial to provide exceptional customer service?
Micah Solomon: In addition to recovering from service failures (a very crucial moment), research shows that customers remember the first and last minutes of a service encounter much more vividly -- and for much longer -- than all the rest of it. If you can really nail your hellos and good-byes, in other words, you'll get extra credit with your customers and a halo effect over how they remember your entire interaction.

What is next for Micah?
Micah Solomon: In addition to taking care of my "baby," Oasis Disc Manufacturing, I'm enjoying spending more time speaking to organizations on improving customer service and the customer experience: mostly in the corporate world but also unique nonprofits like Operation Smile and Brown University.�

From the Inside Flap
What if you could protect your business against competitive inroads--once and for all? And what if you could build unprecedented strategic and financial value for your business--through good times and bad? You'll be able to do precisely this, explain acclaimed entrepreneurs Leonardo Inghilleri and Micah Solomon, once you learn the closely held secrets of customer loyalty.

In Exceptional Service, Exceptional Profit, this team of insiders shares its exclusive knowledge of the loyalty-building techniques pioneered by the world's most successful service leaders, including brick-and-mortar stars such as The Ritz-Carlton and Lexus and online success stories such as Netflix and CD Baby. They then lay out, step by step, the details of how to apply these secrets to your company, whatever its size or specialty--or price point.

"Few businesses realize how valuable customer loyalty is," the authors explain. "Many aspects of business are out of your control, but the single most important process--creating loyal customers --obeys predictable, stable rules that need to be mastered only once. Then the rules can be applied successfully for a lifetime."

Unique to this volume, Inghilleri and Solomon focus on battle-tested techniques that are immediately applicable in any business context. Founding President of The Ritz-Carlton Hotel Company, Horst Schulze, explains the value of Exceptional Service, Exceptional Profit as follows: "What you read here will allow you to recalibrate your business--on any scale--in order to truly know your customers and keep them coming back for more."

Here are five examples drawn from the wide range of practical techniques that the authors will teach you--techniques which you can use to create unri�valed customer loyalty in your own business context:

* How to select, train, and inspire "loyalty virtuosos" at all organizational levels.
* How to handle a service breakdown in a systematic way that actually leaves your customer more loyal than if the mishap hadn't happened in the first place.
* How to gather and use data on customer preferences in a meaningful, practical, profitable way.
* How to ensure that you meet your customers' 21st century expectations for timeliness and quality.
* How to truly personalize the experience of your online customers--on every page of your website, and in every step of their e-commerce encounters.


LEONARDO INGHILLERI (Roswell, GA) is Executive Vice President and Managing Partner of West Paces Consulting. A recognized expert on service, Inghilleri created The Ritz-Carlton Leadership Center and Learning Institute and has played an instrumental role at The Ritz-Carlton Hotel Company, BVLGARI, and The Walt Disney Company, among and other renowned brands.

MICAH SOLOMON, a successful entrepreneur and business leader, is a top keynote speaker and consultant on customer service, sales, and marketing issues, the customer experience, and company culture for our digitally connected times. He co-authored the bestselling Exceptional Service, Exceptional Profit and his expertise has been featured in Fast Company, Bloomberg BusinessWeek, Inc. Magazine, Forbes.com, NBC and ABC television programming, and elsewhere: "The new guru of customer service excellence is Micah Solomon."-- The Financial Post

Most helpful customer reviews

25 of 27 people found the following review helpful.
This book got me quickly thinking about how to make customers more loyal - the key provide anticipatory service!
By Blaine Greenfield
When I saw EXCEPTIONAL SERVICE, EXCEPTIONAL PROFIT (AMACOM) by Leonardo Inghilleri and Micah Solomon, I thought to myself, "Oh, no, still another book on customer service." Even the subtitle. THE SECRETS OF BUILDING A FIVE-STAR CUSTOMER SERVICE ORGANIZATION, indicated that might be the case.

But was I ever wrong! The authors immediately got me interested in finding out more through their use of success stories from such companies as The Ritz-Carlton and Lexus, as well as how the principles were applied by such online firms as Netflix and CD Baby.

In addition, they quickly got me thinking about how to make customers more loyal--with one key way being the need to provide anticipatory service vs. merely reacting to customers.

Some of their examples, though seemingly basic, blew me away--such as this one:
*To help launch their Ritz-Carlton luxury hotel brand, initially, founding President and Chief Operating Officer Horst Schulze and his team decided on a set of ideal phrases for use in conversation with customers, then trained employees to use those phrases. The frequent use of certain phrases helped unify their employees around a shared identity and contributed to a distinctive "Ritz style" that the public could easily recognize: phrases like "my pleasure," "Right away," "Certainly," and -a personal favorite-"We're fully committed tonight." (Translation: "We're booked solid, bub!" The list of words and phrases to be avoided included folks, hey, you guys, and okay.

I also loved this technique for how to preemptively unwad your staff's shorts:
* When your own employees first hear you taking the customer's side, don't expect them to be thrilled. ("Does my boss blame me? Does she actually believe that idiot's version of what happened?") You need to explain that it's often necessary to empathize with and even amplify the customer's side of the story. Explain that the customer may or may not be right in an objective sense. Regardless, you're going to be disproportionately sympathetic to the customer's viewpoint because the customer is your boss-the customer pays your paycheck, along with the paychecks of everyone in the company.

Human nature being what it is, this explanation will bear repeating. Often.

Lastly, I often wonder why more companies don't utilize this technique:
* Even in a mundane situation, this simple understanding, starting from day one, can make all the difference. Have you ever been to a shopping mall and stared, obviously bewildered at the map-while a security guard idly stands there "protecting" you, all of two feet away? Did the security guard proactively help you out with an "Anything I can help you find?" If he worked for us, he would have. At orientation, we would have started him off understanding his higher purpose: to create a great shopping experience for guests. Sure, that could include deterring and apprehending bad guys, but it also includes attending to shoppers who have that unmistakable lost look on their faces.

Even as I type the above, I realize that EXCEPTIONAL SERVICE, EXCEPTIONAL PROFIT is a book that I'm going to want to revisit. If you read it, you'll become as convinced as I am that Ingehilleri and Solomon have ideas that can be applied to virtually any company or organization--including yours.

4 of 4 people found the following review helpful.
The Bible of Customer Service
By Pamela F. Stanley
From the moment I opened (or slid over as I'm reading the Kindle version) the first part of this book, which was the table of contents, I was excited about what I might be able to learn from this book. As I read from page to page, reading their substantiated reasons for doing what they suggest with stories and experiences that clearly supported and elucidated their points, I knew this would be a constant resource for me, my staff, and my superiors.

I read the book and then gave it to the general manager of our company who became as enthralled as I was. We began implementing the smallest suggestions regarding client interaction which made huge differences immediately. Such as "anticipating customer needs" and "being on the customer's side". We've given our staff the power to make decisions or to promptly bring in upper management for a positive and quick decision that makes the customer feel listened to and appreciated. I won't go on and on, you'll have to read the book, but believe me when I say this is our customer service bible from which we will reference and create guidelines for improving our business through exceptional customer service. Thank you for this book!

3 of 3 people found the following review helpful.
If you only buy one book on customer service...
By sprucehen
Best well-rounded book on customer service I have seen to date. Well-organized, and easy to read and digest. Provides exactly the right overarching philosophy of exceptional service, supported by real world examples. Totally raises the bar on how to approach serving customers. Offers other excellent resources for reference. If you can only buy one book on the subject, let this one be it. Amazing.

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Just as Serge Rachmaninoff's piano virtuosity ranked him among the greatest pianists of the twentieth century, his compositions for piano and orchestra won him an important position among modern composers. Among the works that ensure his reputation are the first three piano concertos, reprinted here from the authoritative full-score Russian editions.
Rachmaninoff wrote the stirring Piano Concerto No. 1 in the years 1890–91, while he was still a young student at the Moscow Conservatory, and revised it nearly three decades later in 1917, when he began to devote his life mainly to his international career as a piano virtuoso. The immense and enduring success of the Piano Concerto No. 2, completed in 1901, has made this romantic work one of the most performed and recorded in the concerto literature and one of the most familiar compositions in all of music. The powerful and expressive Piano Concerto No. 3 was composed for a concert tour of America, during which Rachmaninoff appeared with great success as composer, pianist, and conductor. Like the first two concertos, it remains a repertoire favorite in concert halls around the world.
All three acclaimed works are reprinted in this finely made yet remarkably inexpensive Dover edition. Musicians and music lovers will find it a convenient single-volume source from which to study intimately three major works of the twentieth century.

• Sales Rank: #569340 in Books
• Brand: Dover Publications
• Model: 06-263509
• Published on: 1990-06-01
• Released on: 1990-06-01
• Original language: English
• Number of items: 1
• Dimensions: 11.97" h x .83" w x 8.97" l, 2.37 pounds
• Binding: Paperback
• 400 pages

Features

• Manufactured to the Highest Quality Available.
• With True Enhanced Performance.
• Latest Technical Development.

Most helpful customer reviews

9 of 9 people found the following review helpful.
A caveat regarding the First Concerto
By Deucalion
Buy this score for the Second or Third concertos, not the First.

Dover has made a serious mistake in reprinting what it claims is a 1960s Russian printing of the First Piano Concerto. The edition here simply isn't the standard version of the 1917 revision of the concerto. At the same time, it isn't the original version, either. Structurally, it seems to be identical to the revised version, but much of the piano figuration (I'm unsure about the orchestral part) is based on the original version. I have no idea how this hybrid came about - perhaps it was compiled from an intermediate version in the revision process, or perhaps it was created by the publisher. At any rate, it's not much use in studying the modern version of this concerto.

Boosey has published the First Concerto together with the Second. This score (ISBN 9780851624440) is excellent, highly readable, and available at a very reasonable price from this site here.

10 of 11 people found the following review helpful.
Amazing!
By A Customer
The Rachmaninoff Piano Concertos are among the hardest ever written. This book does a good job of showing the composer's intentions. Its inclusion of the ossia version as well as the simplified version of the solo part helps the reader to compare the two. Also, the orchestra parts are easily read and well spaced. There is never too much or too little on one page. It is a great book for conductors, pianists, or anyone else who loves the Rach concerti. This is a must have for any serious piano concerto fan!

4 of 4 people found the following review helpful.
A must have!
By Paolo Dellavalle
What to say...This book contains the 3 most beautiful peace of music ever written;if you had the luck to listen to them you'll know why. And if you're a musician, you'll want to play them (or at least a part of them, since they're treacherous hard to play..).And what's the best way to fully understand a concert in its greatness, if not the full score? Maybe somebody can think that the notes are a little tiny, but I personally find them perfectly clear, with the ossias, too.

If you're a real musician, you'll love this wonderful product!

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Piano Concertos Nos. 1, 2 and 3 in Full Score, by Serge Rachmaninoff, Music Scores PDF

Piano Concertos Nos. 1, 2 and 3 in Full Score, by Serge Rachmaninoff, Music Scores PDF

Piano Concertos Nos. 1, 2 and 3 in Full Score, by Serge Rachmaninoff, Music Scores PDF

[P699.Ebook] Free Ebook The Washington Manual of Surgical Pathology, by Peter A. Humphrey, Louis P. Dehner, John D. Pfeifer

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The aim of this book is to provide a practical manual that is helpful to pathologists and residents in the daily practice of surgical pathology. The text encompasses all anatomic sites in the human body. Each chapter covers tissue handling, gross examination, gross dissection and diagnosis, processing, slide preparation, microscopic diagnosis, special studies, and diagnostic reporting. The format of the book would be modeled after the Washington Manuals for other specialties (such as Medical Therapeutics, Oncology, and Surgery).

• Sales Rank: #1358049 in eBooks
• Published on: 2012-06-20
• Released on: 2012-06-20
• Format: Kindle eBook

Most helpful customer reviews

0 of 0 people found the following review helpful.
Great book. I love it and use it often
By L. Brandi
Great book. I love it and use it often. Strongly recommend it as a reference manual when you are at the microscope and want to look something up quickly.

0 of 0 people found the following review helpful.
Great quick reference book for residents
By Rau Muong
I've used it more often than I thought!

22 of 23 people found the following review helpful.
disappointed with the kindle edition
By sleepydavid
Bought this kindle version of the washington manual of pathology previously and was disappointed because THE KINDLE EDITION DOESN'T COME WITH A CODE FOR ACCESS TO THE IMAGE BANK!
AND THE POOR FORMATTING OF THE BOOK WHEN READ IN iPhone (the table of content didn't even show up!)
Returned the book within one day and lost a few dollars as a result. The fact that no access to the image bank will be provided with the book should have been addressed clearly on the amazon page and the formatting issues with kindle text books (which also applies to other books I have bought) should also have been addressed by the editing team prior to publishing it.

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[U626.Ebook] PDF Ebook Kayaking the Broken Group Islands on Canada's West Coast, Pacific Rim National Park Reserve Vancouver Island B. C. : The Essential Guideboo

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The most complete and up to date field reference on this magical paddlers' destination famous throughout the world. The more than 100 islands brim with a huge variety of life. A splendid and essential guide for any visitor. Color photos.

• Sales Rank: #2890335 in Books
• Published on: 2006
• Ingredients: Example Ingredients
• Number of items: 1
• Binding: Paperback

Most helpful customer reviews

1 of 1 people found the following review helpful.
Kayaking the Brokn Group Islands by JF Marleau
By Frankie Allen
Just awesome. This is the guidebook you NEED for your trip in the Broken Group Islands. I learned so much in this guidebook and I had a much better experience.

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