Visions of a Huichol Shaman

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Visions of a Huichol Shaman
Peter T. Furst
Manufacturer: University of Pennsylvania Press
ProductGroup: Book
Binding: Hardcover

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Flowers of Wiricuta: A gringo's journey to shamanic power
Tom Soloway Pinkson
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Product Description

The author describes his spiritual pilgrimage with the Huichols in Central America. His journey reminds us that such a voyage brings the seeker back home to heart and self, in the tradition of the Spiritual Warrior's Way.

Visions of a Huichol Shaman.(Book Review): An article from: Latin American Antiquity

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Visions of a Huichol Shaman.(Book Review): An article from: Latin American Antiquity
Alan R. Sandstrom
Manufacturer: Society for American Archaeology
ProductGroup: Book
Binding: Digital

Book Description

This digital document is an article from Latin American Antiquity, published by Society for American Archaeology on December 1, 2004. The length of the article is 1084 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Visions of a Huichol Shaman.(Book Review)
Author: Alan R. Sandstrom
Publication: Latin American Antiquity (Refereed)
Date: December 1, 2004
Publisher: Society for American Archaeology
Volume: 15 Issue: 4 Page: 460(2)

Article Type: Book Review

Distributed by Thomson Gale

Book Description

The Ultimate Inhumans debut, two lives are forever changed, you'll never guess who's back and everyone guest-stars in the first-ever Ultimate Annuals! In Ultimate Fantastic Four Annual #1, it's the first appearance of the Ultimate Inhumans! From a hidden race, she came to steal the heart of the FF's youngest member: the beautiful elemental called Crystal! In Ultimate X-Men Annual #1, it's the return of Ultimate Juggernaut! Juggie makes a play for the Gem of Cyttorak, the jewel that will make him truly unstoppable. Only two small things stand in his way: Rogue and Gambit, the new prince and princess of thieves! In Ultimate Spider-Man Annual #1, Spidey goes toe-to-toe with some old foes - and winds up with a new girlfriend! Who is she? Let's just say she has a familiar face. And in The Ultimates Annual #1, if you thought The Ultimates were the only team S.H.I.E.L.D. was creating - you were wrong! Get ready for the next wave of super-soldiers designed to protect America's vital interests. But is this all that Director Nick Fury is up to, or is there much more to this ultra-clandestine program? And can even S.H.I.E.L.D. keep all these super-people under control? Collects Ultimates Annual #1; Ultimate Fantastic Four Annual #1; Ultimate X-Men Annual #1; Ultimate Spider-Man Annual #1.

Customer Reviews:

Great collection.......2007-06-21

Even though most of the Annual issues collected in the Ultimate Annuals trade paperbacks will likely appear in the trades/hardcovers of their respective titles, I still think collecting them in one book is a neat idea, especially for those who don't read the entire Ultimate Marvel line. Here's what you get in volume 1:

Ultimate Fantastic Four Annual #1 - The introduction of the Ultimate Inhumans! Fans of the Paul Jenkins/Jae Lee Inhumans limited series will no doubt rejoice to see Lee rendering these characters again. It's a great, if abrupt, introduction to the characters and it practically screams for at least an Ultimate Inhumans limited series.

Ultimate X-Men Annual #1 - Gambit and Rogue return, and so does the Juggernaut. Not everyone is walking away from this one! Tom Raney's artwork is the highlight of this issue.

Ultimate Spider-Man Annual #1 is a light-hearted tale focusing on the budding relationship between Peter Parker and the X-Men's Kitty Pryde. It's fun, but forgettable.

Ultimates Annual #1 is the best of the bunch, showing us exactly what Nick Fury has in the works in case his premiere super-team is out of the picture. It's particularly interesting in that it introduces some fairly compelling secondary characters as well as reminding us just how little we really know about the way Nick Fury's mind works. It's exactly the kind of story I'd expect from Mark Millar.

If you already collect the trades of each Ultimate Marvel title, you may want to skip this collection. If not, then it is definitely worth checking out. It would also serve as an ideal introduction to anyone unfamiliar with the Ultimate Marvel Universe, as it gives a nice preview of each title in one inexpensive volume.

Ultimate Annuals = Worth the Time and Money.......2007-06-16

There used to be a time, not so long ago, when comics released annuals once per year (hence the name "annual"). The pagecounts were bigger, the prices higher, and the stories often felt like they were outside of the continuity of the regular series that they were released with. Along with all of that, fans were usually treated to a fill-in artist and writer...ugh.

Thankfully, that's not the case with the first round of Ultimate annuals. Each of these stories, although standing on their own, are important pieces of their respective series (the Fantastic Four annual was even collected in the Ultimate FF hardcover Vol. 1). The X-Men's Kitty Pryde hooks up with Peter Parker, the Inhumans clash with the FF, the Ultimates reserves are introduced, and Rogue and Gambit's affair comes to an abrupt end.

Collects Ultimates Annual #1; Ultimate Fantastic Four Annual #1; Ultimate X-Men Annual #1; Ultimate Spider-Man Annual #1.

4 Stand Alone Stories That Are Entertaining.......2006-03-11

Since I'm a comic newbie, I don't know what the purpose of a an "Annual" is, and I would be very surprised if these issues weren't included in the trade paperbacks for their respective series (after all, they are very relevant to the plots of the different books).
In the Ultimates Annual, we get a better look at the Reserves team that is in place to serve if any of the main Ultimates fail. The book also serves as a great character study of Gen. Nick Fury. Overall, I'm not sure how much relevance this issue will have in the overall storyline of The Ultimates, but it does provide a lot of interesting side details.
In the Ultimate Spider-Man annual, Peter Parker begins dating Kitty Pryde of the Ultimate X-Men. Each has just ended their own respective relationships (Spidey with Mary Jane Watson and Kitty with Bobby Drake/Iceman), and each of them are going through similar emotional arcs. While the book doesn't have too much action, the drama is good, the dialogue is hilarious, and it sets up the relationship that is currently on-going in Ultimate Spider-Man.
In the Ultimate X-Men annual, we get a glimpse at what Gambit and Rogue are up to. While in Vegas, the two are pulling heists, but things get complicated when Juggernaut shows up to try to reclaim Rogue as his own. This book pleasantly surprised me, because the only other Ultimate X-Men stuff I've read is Ultimate War, which I found very disappointing (but apparently, the Ultimate X-Men is a pretty good book, especially the Millar issues).
I didn't get very far into the Ultimate Fantastic Four annual, because I know very little about that team, whether it is the Ultimate or 616 version, and I had a hard time following the story.
Overall, this is a good addition to your collection IF you are a fan of one of the four books contained within or just a fan of the Ultimate universe in general (while I prefer the 616 universe, I'm finding that the Ultimate universe does have its strengths, especially The Ultimates).

Okay, but not great comicbook fare.......2006-01-30

This book collects four annual editions of Marvel's popular "Ultimate" series, the Fantastic Four annual, one of the X-Men, Spider-Man and an Ultimates adventure centered around the revamped Nick Fury. Mostly these stories are disappointing, particularly considering the high quality that the "Ultimates" books have maintained thus far. These seemed like standard annual-quality fare -- slightly longer stories that mostly stand separate from the regular series, and seems a little disconnected. The FF story has stylish art, but a kind of choppy story, wherein the FF meet the Inhumans. (This story is also reprinted in a new UFF paperback, so you may wind up paying for it twice...) Both the Ultimates and Xmen stories were mediocre -- although the X-story has the redeeming feature that Gambit gets killed... (Yay! Finally!!) The highlight of this collection is the Spidey annual in which Brian Bendis' teenage, hormonal Peter Parker has a sweet, shy date with Kitty Pryde, of the Xmen... The awkwardness between the two teens is well portrayed and kind of sweet... plus it's fun to see two of Marvel's most interesting teen-brainiacs hook up. Overall, this collection is okay, but there's better stuff out there.

I'd give it a 3.5, if I could.

Customer Reviews:

entertaining and surprisingly poignant.......2007-09-13

Very interesting book on the code of manners of Victorian behavior. Although sometimes offensive (i.e. sexist because of its time), surprisingly human behavior hasn't changed all that much and some of these suggestions should apply today. Short, highly entertaining little book. Great for those just starting to learn about the Victorian culture. Grade: A-

A Good Book about American Victorian Etiquette!.......2006-06-05

This book is about life in the Victorian World when the British Empire never slept or the sun never set on it. America in the Victorian World was still a colony and indeed wanting to become it's own in identity. The book plays an important role in explaining that the rules and manner system of America was very similar to the British at least in the old families of Boston and Philadelphia.

Loved It!.......2005-12-28

My only problem with this little handy book is that it was too small. I found it very useful and would recommend it to people who are writing historical fiction or are interested in the time.

Entertaining look at the past.......2005-10-30

I bought this book several years ago and enjoyed it immensely.

If you are interested in manners and social graces of the past, this book gives you a glimpse and will make you laugh at the same time.

I was lied to!!!.......2005-09-19

This is a handbook on American Victorian etiquette. That's all well and good, except for one problem: there is no such thing. I bought this book rightly assuming it covered social etiquette in BRITAIN between the years of 1837-1901, the span of Queen Victoria's reign. And I never stopped to think that this handbook was about anything else, since, of course, VICTORIAN CULTURE refers to a culture that existed UNDER THE REIGN OF QUEEN VICTORIA. And the last time I checked, America was never under Queen Victoria's rule. Besides, what years qualify as the "American Victorian" era? Is it the era of American presidencies spanning from the beginning of Martin Van Buren's to the end of William McKinley's? They neatly fall within the 1837-1901 span. But what in blazes does this have to do with Queen Victoria?

It's dumb enough to use the term Victorian in reference to American architecture and furniture; when I open a book filled with Victorian stories and I see tales by Mary E. Wilkins Freeman and Willa Cather (wonderful writers, but that's not the point), I have to shake my head in exasperation. But this is where I draw the line: I blew 10 bucks (or whatever it cost) because I WAS LIED TO. Yes, I was scammed by the title.

So I suggest to the writer and the publisher to specify "American Victorian Etiquette" in future printings. Sure, there is no such thing, but at least people will know what they are buying.

Book Description

Juxtaposing the work of leading cultural theorists and philosophers of new media, against creative artists', this book attempts to accommodate to these vehicles of content and shows how classical narrative has been giving way to a new, more fragmentary culture of drama. The New Screen Media proposes critical tools for discussing the inner design and immersive effects of the new media forms and their social, political and cultural contexts. Alongside a discussion of how these new stories relate to issues of identity and the body and restructured temporal and spatial models and interfaces, the book explores differing creative platforms such as the Internet, Media Installation, Interactive Broadcast, CD-ROM and Expanded Cinema. The artists, themselves exploring innovative solutions, critically examine their own practice, with a special focus on fiction-based forms of interaction.
This unique volume is presented with an accompanying DVD-ROM, featuring extracts from some of the groundbreaking works discussed by leading media theorists from Europe and the United States, including: Annika Blunck, Alex Butterworth, Sean Cubitt, Söke Dinkla, Jon Dovey, Timothy Druckrey, Malcolm Le Grice, Lev Manovich, Peter Weibel, Paul Willemen and John Wyver.
Made in conjunction with the ZKM Centre for Art and Media, Karlsruhe, Germany, this unique addition of a DVD-ROM to the book provides a rich sampler of interactive work and videos by which to explore the experimental territory, where the cinematic and digital arts are converging in new forms of narrative. Carefully cross-referenced with the book, this compilation opens a comprehensive overview to a wider audience. The cross-platform DVD-ROM provides up to four gigabytes of detailed illustration and analysis of the work of artists and interactive filmmakers from around the world at the cutting-edge in creating and critiquing these new hybrid forms of interactive narrative.
Includes: Zoe Beloff, Michael Buckley, Luc Courchesne, Toni Dove, Ken Feingold, Chris Hales, Graham Harwood, George Legrady, Martin Rieser, Jill Scott, Bill Seaman, Jeffrey Shaw, Eku Wand, Grahame Weinbren and Andrea Zapp.

Book Description

Get ready to move beyond the stage of simply ripping audio from CDs to the more creative side of digital music production. The sheer volume and variety of computer-based production techniques can often seem daunting, but have no fear. Digital Music Making for Teens eases beginning musicians through that first crucial step into the larger world of digital production, as it guides you through the process of building musical productions. This comprehensive, hands-on book covers not only the big picture, but also dives deep into each task, showing you how to use meltiple tools to get the job done. Combine your need for artistic expression with a solid education and start your music-making experience off on the right track.

Book Description

Most bachelor parties are flawed in some way -- boring, predictable, uncomfortable, expensive, unstructured. The culprit: bad planning. The Playboy Guide to Bachelor Parties makes a great gift for any man, whether he's planning a traditional raunchy boozefest or a more civilized affair of steaks and scotch. Learn what usually goes wrong and why; the who, when, and where of invitations; how much the night will cost; the ins and outs of cigars, booze, and limousines; and last-minute bachelor party ideas.

There are more options than you think! Activities range from the PG-rated fishing, golfing, skydiving, and whitewater rafting to the R-rated strippers and shot glasses. Do you know how to toast the groom? How to call for a stripper -- and not get scammed? And what to tell your girlfriend the next day? Playboy, in its 50th year of celebrating bachelorhood, knows best.

• Contains complete listings of possible party activities and prices

• Includes complete city guides for hotspots like Las Vegas, New Orleans, and Tijuana

• Explains brothel terms and stripper scams

• Saves party planners money and hassles

• Offers a mix-and-match activity chart and to-do checklist

• Loaded with entertaining trivia, quotes, toasts, and classic Playboy cartoons

Download Description

"Most bachelor parties are flawed in some way -- boring, predictable, uncomfortable, expensive, unstructured. The culprit: bad planning. The Playboy Guide to Bachelor Parties makes a great gift for any man, whether he's planning a traditional raunchy boozefest or a more civilized affair of steaks and scotch. Learn what usually goes wrong and why; the who, when, and where of invitations; how much the night will cost; the ins and outs of cigars, booze, and limousines; and last-minute bachelor party ideas. There are more options than you think! Activities range from the PG-rated fishing, golfing, skydiving, and whitewater rafting to the R-rated strippers and shot glasses. Do you know how to toast the groom? How to call for a stripper -- and not get scammed? And what to tell your girlfriend the next day? Playboy, in its 50th year of celebrating bachelorhood, knows best. * Contains complete listings of possible party activities and prices * Includes complete city guides for hotspots like Las Vegas, New Orleans, and Tijuana * Explains brothel terms and stripper scams * Saves party planners money and hassles * Offers a mix-and-match activity chart and to-do checklist * Loaded with entertaining trivia, quotes, and toasts

Customer Reviews:

Sick and Sad.......2007-08-15

I read this at a bookstore and couldn't believe it was actually placed in the wedding planning section. This book should really be titled, "How to Destroy Your Marriage Before It even Begins" or "How To Get Your Best Friend's Wedding Called Off". Even: "How To Make a Complete Farce Out Of Your Wedding" would be a more accurate title.

Sure, this book had some good basic party planning advice, and also advice on PG rated bachelor parties, but I found it pretty disturbing when I saw the listings of brothels, tips on how to negotiate with hookers for specific "services", negotiate with strippers for "extras" (Hmmm, I think there's a name for strippers who do extras-they're called hookers), bachelor party "games" that involve cheating on your future wife, and tips on how to lie to her about it the next day.

Boy, what a great way to start off a marriage....cheating on, lying to, and hurting the person you asked to spend the rest of their life with you! What better way to celebrate one of the most important commitments you make in life....by demonstrating how uncommited you really are in front of all your buddies! Bet the bride will be thrilled to marry you, and will have no problem looking the best man in the face after that.

I realize this is not what all bachelor parties are about, but even according to the book, they are way more common than you think. Why encourage guys to engage in this disgusting behavior even more? This is what we are being expected to swallow and accept as "normal guy stuff."

"Men" who need to read this for tips on how to throw these raunchfests have no business getting engaged, or even being in a relationship at all. Yet, they voluntarily proposed. Not dragged at knifepoint by their significant other to the jewelry store. If you want to be an obnoxious frat boy for the rest of your life, do yourself and others a favor and stay single.

BRILLIANT.......2007-04-16

this book is a must-read before and while planning any bachelor party. there are many books out there w/ sound advice on how to plan a bachelor party, but none w/ this kind of insight and humor. just like the title reads, from simple to sinful, all levels of bachelor gatherings are covered. and the approach and delivery of the material from playboy is unexpectedly mild-mannered and mature, even when advising on sinful extravaganzas. it is also very informative and full of helpful (and essential) information. this was my handbook throughout the planning process of my brother's bachelor party and i can say w/out a doubt that it paid off. i will consult this book again...

Extremely helpful.......2005-06-23

Exceptional!!! I'm in the process of planning a bachelor party for my son's best friend. My son can't email and despite being in a fraternity in college doesn't know much about beer and strippers. This book has helped tremendously. It has made my son look "hip" as well as articulate (we really like the part about making sure the grooms friends are divisble by four) The form emails are also helpful. The idea for giving each room a "theme" is also neat.

I highly recommend this book.

Not too bad but I found something better!!!.......2005-03-08

These books are ok, but if you want to take the hasle out of planning the night & do it all for less than doing it yourself just go to Armcandygirls.com they planned it all, we didnt have to negotiate or stand in lines, they did it all, for less than if we planned it all out ourselves ,just tell em what you want to do and they take care of it all and it was hastle free..check them out and use the money you would have paid for this book on tips for the strippers...

Just What The Best Man Ordered!.......2003-06-19

I am a skeptic when it comes to the usefulness of guide books, but this one is worth the investment. The book definitely saved me time and money, and it taught me how to throw a better party. Here are the 3 main reasons why I give it 5 big stars:

1. Well researched and organized. The author packs the book with information, facts and ideas that are valuable and practical. The book explains your options, from basic planning to often overlooked details -- check lists, budget guidelines, common scams, and even a brothel glossary -- it's all included. All important party questions -- why, how, who, what, when and how much -- are answered in precise terms.

2. Very well-rounded content. The Playboy title might lead you to think this book is all about strippers, but it actually gives ideas for tame as well as wild parties. It even explains how to balance out a variety of activities, to keep everyone happy and sustain the desired party vibe.

3. Funny and reads well. The author has a concise and humorous style. I think it works best as a reference, letting you find out what you need to know fast. But you could also read it straight through. Classic Playboy cartoons are mixed in with the text, making it entertaining to browse.

Average customer rating:

Useful insights about customer satisfaction

A Great Read!

VP Customer Care

No Satisfaction - No Profit

Three Cheers!

Satisfaction: How Every Great Company Listens to the Voice of the Customer
Chris Denove , and James Power
Manufacturer: Portfolio Hardcover
ProductGroup: Book
Binding: Hardcover

General | Business & Investing | Subjects | Books
Customer Service | Industries & Professions | Business & Investing | Subjects | Books
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Executive Intelligence: What All Great Leaders Have

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Managing Customers as Investments: The Strategic Value of Customers in the Long Run

Treasure Hunt: Inside the Mind of the New Consumer

Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System

ASIN: 1591841097

Book Description

At last, the ultimate guide to customer satisfaction by the world's leading authority on the subject

For nearly four decades, J. D. Power and Associates has been measuring consumer satisfaction and helping businesses improve profits by paying attention to what customers really want. Their annual awards are widely publicized and valued worldwide for what they say about a company's commitment to its customers. Now, at last, the company has created the definitive book on how to boost profits by increasing customer satisfaction.

Although most businesses pay lip service to putting customers first, few actually listen to the voice of the customer and use it as a tangible asset. In this book, J. D. Power and Associates provides an insider's perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance.

Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits. The book provides extensive coverage of the varying touchpoints of consumer satisfaction—covering every type of business from service providers to product manufacturers—and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices.

For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide.

Customer Reviews:

Useful insights about customer satisfaction .......2007-08-09

Most companies say they believe in catering to their customers, yet many top executives overlook the connection between service and profitability. Ignoring the ''voice of the customer'' leads to missed opportunities, alienated consumers and disastrous product launches. Chris Denove and James D. Power IV of J.D. Power and Associates are experts in customer satisfaction. They explore the link between customer satisfaction and loyalty, and increased profits. They explain how you can create a ''top down'' corporate culture of customer service that extends from the executive suite to your front-line employees. The authors breathe life into their lessons with examples from their years in the field. If you're interested in giving your customers what they deserve, we believe this book sets a high standard and tells you how to hit it.

A Great Read!.......2007-08-02

J.D. Power is a customer satisfaction company and an award from them is always highly prized. As such, it was interesting to see what the authors had to say about businesses today.

"Satisfaction" has a lot of case studies of companies (like Lexus, Enterprise Rent a Car, and Jetblue) which go the extra mile to delight their customers and to create experiences that will turn them from mildly enthusiastic into whole-hearted supporters.

One interesting thing that I liked was how the link between profits and customer satisfaction was made, and how it was not always the right thing to do to please a discontented customer. This, in my eyes, gave the book more credibility, because it was not trying to sell you 100% on going overboard for every customer, but was making the case for why going above and beyond made good long term business sense much of the time, but had to be analyzed in specific situations.

Secondly, I enjoyed learning about how customers who had a problem free experience were less likely to rate a company highly than those who had had a "serious" problem, which was then resolved efficiently and to the customer's satisfaction. These customers were much more likely to become lifelong supporters of the company.

The case studies that were presented were always interesting and made the book a delightful read. I did not think I would like the book as much as I did. I highly recommend it!

VP Customer Care.......2007-05-29

My CEO recommended this book (double-dip reco on this item). The book provided the right focus on customer satisfaction that is vital to our organization and my department (customer care). I found take-away in every chapter. I have recommended to others, purchased this for my staff and will share a copy with other department heads as well. It is very important that we look at our customers and how they impact our business not just the fact they make a purchase...it's the "why" that brings them back or unfortunately turns them off that must be considered at every level. This book highlights both the positives and negatives of customer satisfaction that everyone including front-line team must understand and embrace to take them away from putting in their time to making a difference to both external and internal customers.

No Satisfaction - No Profit.......2006-04-12

In the foreword to this interesting book, J. D. Power III, the founder of J. D. Power and Associates recalls two meetings where he presented to Pontiac representatives. Meeting one took place in January 1980 when he detailed the Japanese automakers emphasis on quality. He predicted that the then GM market share of 48% would drop to 33% by the end of the decade. Not too surprisingly, some of the Pontiac / GM representatives did not take too kindly to the prediction.

Famed baseball player and sometime philosopher Yogi Berra reputedly said, "Predictions are notoriously difficult - especially predictions of the future." Power's anecdote provides living proof of this little witticism, because he got his prediction wrong. The GM share fell to that 33% share two years earlier than predicted! Power made a similar presentation to Pontiac executives in 1989, providing similar dread warnings. GM's share today is in the mid-twenties and most people are familiar with the terrible financial situation this once proud industry behemoth is now in.

Power's overall point. - Product quality counts. It is a key determinant of customer satisfaction. Customer satisfaction leads to improved financial performance. The author's make the point that executives know this correlation but do not always live and breath this philosophy.

Customer satisfaction builds loyalty. Good customer service often generates good word of mouth advertising - no matter what the industry. I found it interesting that one of the nation's largest house builders, Pulte Homes, suggests that 45% of its sales are influenced by the positive recommendations of another customer. I might have been a little dubious of that figure had I not learned at a recent conference for mortgage brokers I attended, that the top performing brokers got up to 40% of their business from previous customers!!

Satisfaction contains numerous product references featuring good and bad performance by manufacturers and service providers. Not too surprisingly, JetBlue and Lexus get significant coverage reflecting a very high level of customer satisfaction. The book was finished before JetBlue ran into some loss making quarters which it could be argued undermines the thesis of the book, although I think it would have taken an absolute genius (or a Southwest executive ) to figure out just how dramatically aviation fuel would increase. It will be interesting to see how JetBlue performs over coming quarters, but I tend to believe that their renowned customer service combined with very strong customer advocacy will bring them back to profitability.

Lexus figures prominently in the book simply because they are THE best and consistently so. It really is astonishing that Lexus was able to take brand leadership in the luxury car market, against Mercedes-Benz, Cadillac and BMW within ten years of entering this market sector.

One of the many interesting chapters in the book refers to Different Companies, Different Touchpoints. Here the authors suggest that a company's ability to understand the various ways its business touches customers and then uses that knowledge is what determines success. For instance the touch points for service providers:
* Objective quality of the service provided
* Subjective experience of how the service is performed
* Process by which the service is acquired

differ from the touchpoints differ for product manufacturers e.g. Lexus

* Product execution
* Product quality
* Sales experience (as perceived by the customer)
* Service experience

The continued success of Lexus isn't just due to the quality of the car itself (which is superb) but also due to the overall customer experience and the satisfaction of all touchpoints.

Enterprise Rent-a-Car gets kudos from the authors also. It is another organization that maintains very high levels of customer satisfaction which has helped it become the largest car rental company in the United States. Do you remember when Avis would proudly claim "We're number two - we try harder"? Seems as if it will have to change that to "number three" today.

If you need good solid evidence of the value of quality and customer satisfaction, look no further than the price of a Chevrolet Malibu as compared to its Toyota competitor, the Camry. Both models target basically the same market and provide roughly same functionality and mileage. Indeed, the authors suggest that the current real quality gap between the two cars is quite small. Indeed in writing this review, I checked the J.D Power site www.jdpower.com and compared the two vehicles. The Malibu rates better in total!! Yet, the authors state that because of the perceived reputation of the Camry, the car normally sells for about $2,000 more for a comparable specification. Given that GM sells about 250,000 Malibus per year, that is a significant drop in revenue. Effectively, the cost of many years of lost Satisfaction.

A good book written by people who know the benefits of quality.

Three Cheers!.......2006-04-05

The automotive industry in North America would not be in the quagmire it is in now if the discoveries indicated in this publication were "listened" to and "subscribed" to earlier on. The prescription is simple and yet, corporate America, seem to have turned a blind eye to it. It is the CUSTOMER. Focus on the customer! Wake up people!

We are what we repeatedly do. Excellence, therefore, is not an act, but a habit.

Satisfaction: How Every Great Company Listens to the Voice of the Customer

Average customer rating:

Satisfaction: How Every Great Company Listens to the Voice of the Customer
Chris Denove; James Power
Manufacturer: Portfolio Hardcover
ProductGroup: Book
Binding: Paperback
ASIN: B000MTWV4W

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