Service Magic: The Art of Amazing Your Customers Review

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Service Magic: The Art of Amazing Your Customers ReviewRon Zemke takes the emotion that is tied up with the wonder of Magic and translates that experience over to the same feelings that customer should receive when they interact with our business. While the world of "slight of hand' is just that, illusion, the world of customer service cannot be. Instead we must take the basic structure used to design a magic performance and use that as a template for building out a plan for customer service.
Zemke lays out a fairly decent plan for the reader to follow and consider; beginning with the art of misdirection and ending with the wonder of the stage exit or "out". This plan is followed by many of today's most successful companies and has proven to evoke a similar feeling of wonder and amazement experienced on many of Vegas' nightly shows.
A great quote from this book is "You can't force customers to take part in the magic, but you can invite them to come and play along." Businesses that are sure to succeed no matter what the state of the economy, are those that invite the customers to participate and become part of the story.Service Magic: The Art of Amazing Your Customers OverviewLike stage magic, service magic is made up of more than tricks, hocus-pocus, and bravado. Service magic is an art and depends on developing customer rapport, excellent timing, and many hours of practice.Customer service wizards Chip Bell and Ron Zemke have decades of experience advising and coaching the world's biggest businesses in the fine art of providing excellent service. In their new book, Service Magic, the authors use examples from diverse industries to reveal inventive-and fun-approaches to customer service. Using new models for creating customer delight, they share a conjurer's trunk of ideas for sweeping away the mundane and creating customer experiences that will leave customers delighted, charmed, and wanting to come back for more.Readers will learn about the magic-building customer service strategies at play in industries such as:• Hospitality-How Marriott, Ritz-Carlton Hotels, Hotel Monaco, Old Faithful Inn, Berns Steak House, and Radisson have performed service magic for retaining guests, especially during a downturn in the travel and leisure market.• Financial services-How do USAA and American Express keep their customers happy when so many financial services companies are churning accounts faster than the Fed can drop interest rates?• Health care-See how some of the biggest health care providers, including Mayo, Aurora Health, Children's Memorial Hospital of Chicago, Grace Presbyterian Village, and Wayzata Dental, have created caring, nurturing, and helpful environments for patients and families. • Retail-Byerly's, SuperQuinn, Mary Jane's Farm, Macaroni Grill, Victoria's Secret, and Sewell Village Cadillac are vastly different retailers. Nevertheless, they share some common approaches to service and customer care. • Entertainment-Universal Studios, Disney World Resorts, All Outdoor White Water Rafting, and the St. Paul Saints have all captured the hearts and souls of customers through the magic of service.

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Orson Welles: A Biography Review

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Orson Welles: A Biography ReviewThere are many biographies of Orson Welles but only one was written with his cooperation. Welles never wrote his autobiography past his childhood, so along with This Is Orson Welles, this is all we have to judge his life from, using his words. Despite the book's many flaws, most glaringly without details about many of Welles's most important films and with only bar and the fact that Leaming does seem to be very obsequious toward her subject, it still captures much of his personal life, especially with Rita Hayward. Overall, the book is intoxicating and a very compelling read considering the many other biographies about Welles, most of which are full of hyperbole and outright lies about the man, his life and his work.
To get the best idea of Welles, read this book along with This Is Orson Welles, to get an idea about Welles's ideas about his movie and stage careers, Citizen Welles which is a fair overview of his life without hyperbole and Whatever Happened to Orson Welles, which focuses on Welles's career from the 1960s to his death. All of which add up to get a real picture of this man who created some of the greatest films of the 20th century and wanted to be a mystery above all other things.Orson Welles: A Biography Overview

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The Fortress of Solitude Review

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The Fortress of Solitude ReviewFor the past couple of years, when my fiancé has been asked his opinion about a book, he's often been replying, "It was really good -- but not as good as Fortress of Solitude." (Books he's said this about: Kavalier and Clay, Everything is Illuminated, and Motherless Brooklyn, for example.) So I finally got around to reading it, and I have a feeling I'm going to be saying the same thing for quite some time. I absolutely loved this book; as soon as I finished the last page (breathless and in tears), I wanted to flip back to page one and start again, just so I could keep living in the world I'd been sharing with Lethem's characters for the last few weeks. (And I would have, but my fiancé's got first dibs on re-reading.)
A number of reviewers have complained that this book is slow, and I don't disagree. Fortress of Solitude is absolutely not a plot-driven book -- you won't be desperately flipping the pages to follow the characters through their adventures, skimming ahead to find out who lives or dies or what the next twist will be -- at least not often. The only other Lethem I've read is Motherless Brooklyn, which was essentially a murder mystery, so the two books differ greatly in their pacing and structure. If you loved Motherless Brooklyn, as I did, you may be surprised by how different the two books are. But the slow, descriptive, poetic quality of Fortress of Solitude was, in my view, its greatest strength.
Dylan Ebdus is the main character of this book, but its real subject, I think, is not so much Dylan as it is Brooklyn. This is a book about childhood and the process of growing up, and about a country and a neighborhood changing over the course of 30 years, more than it is a book about particular events in its characters' lives. And that description could make it sound like this is an abstract book -- but like the best art, it achieves universality only through the closely observed particularity of its subject. Because, on the page, it is just this: an artful description of particular events in its characters' lives. After finishing it, more than with any book I've read for quite some time, I feel as though the events of the book are my own memories and the characters people that I've known. So maybe that's why I say it is a book about childhood, growing up, the world changing: because those are the universal themes in it that made its particular moments so relatable.
I've been trying to think of a book to compare Fortress of Solitude to, but it's different than the fiction I usually read and love. There are aspects of the book that remind me of some of the Faulkner I've read; particularly Light in August. The settings and characters of Faulkner's work are quite different, but both books derive their beauty from close observations of a collection of moments in their characters' lives, moments that don't always directly lead from one to another, but rather gather together into a document of memories and images. The pleasure of reading Fortress of Solitude comes mostly from the almost cinematic experience of envisioning its sensual descriptions of a life. If you're finding it slow going, I'd suggest just giving it some time; it's a hard book to get into in 15-minute increments. I found it beautifully written but not particularly compelling at the beginning; I think I put it down for about a week before starting up again. But for me, it was well worth the effort to get into; by the end, I couldn't put it down, and I've been talking about it ever since.The Fortress of Solitude Overview

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