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This new textbook on the Chinese economy clearly presents all that the world's second largest economy has accomplished, as well as what work remains to be done. As economic development in China for the last 30 years has been mostly "top down," this text focuses on the macroeconomic and monetary sides of the economy. Utilising case studies throughout, the book uses not only the traditional macroeconomics tools in explaining the Chinese economy, but also takes a novel approach by assessing China as a company. Through employment of models from finance, such as cash flows and valuations, the text is able to dig deeper into understanding the fundamental characteristics of the Chinese economy. The book also presents extremely useful analysis of the comparisons and contrasts between Chinese economic activity and that of the U.S. economy.

eResources including chapter questions with solutions and lecture slides will be available on this webpage.

• Sales Rank: #179244 in Books
• Published on: 2015-04-30
• Original language: English
• Number of items: 1
• Dimensions: 9.80" h x .50" w x 7.00" l, .0 pounds
• Binding: Paperback
• 312 pages

Review

"I was very fortunate to be taught by Professor Schramm in 1985 at Columbia Business School. To this day, I credit him as being the single-best "teacher" I have ever had – in business or in academia – and someone blessed with the rare ability to express complex ideas in simple language. His thoughtful analysis of China’s economic and financial development, the equivalent of a master’s course in international economics, reflects that skill.

The Chinese Macroeconomy and Financial System combines the nuanced insight of a decades-long expert in China with fundamental analysis of the unique demand, growth and policy dynamics that have driven its rise and recast the global landscape. This is a comprehensive and highly relevant work that will prove equally useful to academics, business professionals and policymakers for years to come."

- James P. Gorman, Chairman & CEO of Morgan Stanley

"This admirably presented and referenced textbook offers two educations in one: a thorough grounding in macroeconomic fundamentals drawn from the knowledge it imparts about the world’s two largest economies. It will be especially valuable to students who want to understand the extraordinary transformation of the Chinese economy during the past 35 years."

- Nicholas C. Hope AM, Director, China Program, Stanford Center for International Development, Stanford University, USA

Finally, a cogent, current and connected book that captures China’s current economic condition. Ron Schramm’s The Chinese Macroeconomy and Financial System: A U.S. Perspective gets China’s economy right – from might to fright to capital flight. From opening passages that tether China to macro-economic fundamentals, trustworthy measures, and trade flow sums that add up, through policy choices and their consequences, this book’s rigor and evidence paints China’s economy vividly, backed by substantive case studies, charts, footnotes and recent references. Importantly, its unique comparisons contrasting the Chinese and U.S. economies, framed by macro fundamentals, convey clear understandings of the common forces shaping both, and China’s condition that will surprise many. In my view this book’s subtitle understates its exceptional contributions both to teaching macroeconomics and to revealing China’s economy, not from a U.S. perspective, but from a China perspective that only one living in China can know.

- Gary C. Biddle, The University of Hong Kong and Columbia Business School, Fudan Business School, and London Business School

'I really like The Chinese Macroeconomy and Financial System: A US Perspective because it presents the Chinese economy in a well-balanced structure among economic theory, economic data, and current events. The presentation is rigorous and clear, making it much easier for anyone who has taken principles of economics to understand China’s complex macroeconomic system. In particular, the book does a good job in making succinct and to-the-point comparison of the Chinese economy and the U.S. economy. The sections of macro finance insight are truly innovative and insightful.'�― Ying Wu, Professor of Economics, Salisbury University

About the Author

Professor Ron Schramm is PhD Program Director of the International Business School of Suzhou (IBSS) at Xian Jiao Tong Liverpool University (XJTLU, China). He is the Area Editor in Finance for the International Journal of Emerging Markets and was a faculty member for over 25 years at the Columbia Business School, Columbia University in New York City. He was a Fulbright Scholar at UIBE in Beijing and has taught at 5 different universities in China.

Most helpful customer reviews

5 of 5 people found the following review helpful.
A Great Way to Move Up The Learning Curve for the World's Second Largest Economy: China
By Lee1000
KEY POINTS
• Required reading for anyone who wants to understand the present and future paths of the world’s two largest economies: China and the United States.
• The Only Up-to-Date Approach That Explores the Chinese Economy and Financial System in Depth.
• Unique use of Tools and Techniques from Finance, Accounting and Macroeconomics that shed new light on China and potentially all Emerging Economies.
• First Book that Compares and Contrasts China and the United States in all major macroeconomic and financial dimensions with highlights on relative weaknesses and strengths.
• The Best and Most Comprehensive book for understanding and acquiring expertise on the Chinese Economy and Financial System.
• Ideal for the advanced undergraduate or the MBA student who wants to gain employable skills in working with China and other Emerging Economies.
• A Great Sourcebook and Stepping Stone for Developing a Working Knowledge of the Chinese Economy.

SOME SURPRISING HIGHLIGHTS
• America owes China trillions but why does China still pay net interest and dividends to the United States?
• The home ownership rate in China is actually higher in China than in the United States.
• The book answers the million yuan question: “Is there a housing bubble in China?”
• Why is China’s money supply “backed” by the US Dollar?
• What can America learn from China?
• What must China do to catch up with America?
• What key business opportunities in the China/US nexus will present themselves in the coming years.

2 of 2 people found the following review helpful.
Essential reading on China's economy
By A. Moses
At a time when the global economy looks to China, a significant force on the macroeconomic stage, for insights into the quality and direction of its economic growth, through this engaging text, I gained significant insight into the key forces driving China's economy. Dr. Schramm leads the reader through China's historic and recent monetary and fiscal policies and their potential ramifications, with numerous learnings derived from U.S. case study as a comparative foundation. As a former student of Dr. Schramm at Columbia Business School, I enjoyed this text both because his analytical and case study-based approach brings to mind the instructive macroeconomic and finance frameworks he introduced in his emerging financial markets MBA course and because this text provides detailed historical, demographic, and institutional knowledge about China. His clarity in explaining complex financial issues and his exploration of currently vital topics such as China's approach to the monetary transmission mechanism and credit, capital account liberalization, and foreign exchange as its modern economic system evolves make this book an excellent resource and an exciting read.

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This book puts 'real life' back into the literature on school principalship. Through a life history approach, it portrays daily life in schools as a much more messy, contested and precarious existence, where principals struggle with passionate commitment to find continuity amongst frequently changing and often conflicting policy initiatives.
The book draws on comprehensively in-depth interview data with new, experienced and veteran principals. Their life stories illustrate the struggles involved in the ongoing negotiation of identities through unprecedented change. The authors lucidly argue that:
* The realities of principals' lives are much more demanding that rational linear approaches to reform suggest;
* A revolving door approach to the appointment of principals is inadequate
* Passion is central to the lives and work of principals, but this passion needs to be rejuvenated and rekindled through opportunities for learning
* There is a need for further research on the relationship between the lifecycles of principals, the leadership legacies of school communities and the cycles of mandated reforms as a means of lending coherence to leadership learning and sustained and renewed leaders.
This is essential reading for principals and their professional bodies, academics and researchers, school leaders on leadership courses internationally.

• Sales Rank: #14900793 in Books
• Published on: 2005-01-10
• Original language: English
• Number of items: 1
• Dimensions: 9.21" h x .56" w x 6.14" l, 1.20 pounds
• Binding: Hardcover
• 228 pages

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Provides a comprehensive theoretical and practical framework for informing budget decisions based on the efficiency and effectiveness of service delivery. The authors enliven the text with references to their original research and personal experiences with performance measurement, citizen satisfaction surveys, and financial management practices. This edition includes increased coverage of cost accounting procedures and of citizen participation in performance management.

• Sales Rank: #429631 in Books
• Brand: Brand: M.E.Sharpe
• Published on: 2010-09-17
• Released on: 2010-10-15
• Original language: English
• Number of items: 1
• Dimensions: 9.02" h x .58" w x 5.98" l, .75 pounds
• Binding: Paperback
• 256 pages

Features

• Used Book in Good Condition

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0 of 0 people found the following review helpful.
Great book
By Man-utd
Nice read, informative - used it for a course. The examples are fantastic, the text is well written. what else can I say about a textbook?

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• Published on: 1605
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This book is a simple, highly illustrated introduction to the Linux Desktop forWindows users. It is filled with screenshots and short, easy-to-followdescriptions that teach readers how to replace common Windows programswith user-friendly Linux equivalents. It covers a wide range of topics includingemail, web-browsing, word processing, spreadsheets, slide presentations,graphics, instant messaging, digital photography, digital music, CD burning,personal finance, games and more. Readers can actually watch Miller do all ofthis with the integrated videos on DVD. And the "Point and Click Linux"guarantee ensures that readers will have Linux up and runningin 5 minutes with the bootable Mepis Linux CD.Leo Laporte will write the Forward and provide a cover endorsement.

• Sales Rank: #592384 in Books
• Published on: 2004-11-19
• Original language: English
• Number of items: 1
• Dimensions: 9.20" h x .85" w x 6.80" l, 1.33 pounds
• Binding: Paperback
• 288 pages

From the Back Cover

"Robin's book will show you the benefits of switching to Linux immediately. Your computer will run faster and more reliably than you ever believed possible. Surfing the net will no longer be an exercise in paranoia. And you'll discover a whole new world of powerful, free software that can run rings around the programs available for Windows."

From the Foreword by Leo Laporte, Host of Call for Help on G4TechTV Canada and The Tech Guy on KFI 640 AM Los Angeles

The perfect gift for that Linux beginner in your life!

Have Linux up and running in 5 minutes or less with the incredible SimplyMEPIS bootable CD-ROM

Easy-to-follow videos on DVD

Linux made easy... incredibly easy!

Tired of Windows viruses, spyware, licensing hassles, and high costs? Try Linux!

Not sure Linux is up to the job? It is. Not sure you can learn Linux? You can. Linux expert and Open Source Developers' Network (OSDN) editor-in-chief, Robin "Roblimo" Miller, will teach you Linux the easy way: using the point-and-click skills you already have!

With the bootable SimplyMEPIS Linux software included on CD, you'll be running Linux in 5 minutes...no formatting, no partitioning, no technical hassles... just insert the CD, reboot your computer, and you're ready to go!!!

You don't need to be a computer expert! With Roblimo's step-by-step instructions and how-to videos, you'll master everything from word processing to the Web and email, instant messaging to CD burning... you name it.

Linux has never been this easy, this productive, or this much fun!

• Navigate Linux visually, the easy way, with KDE

• Get on the Web, send email, even build your own Web sites

• Create Microsoft Office-compatible documents with OpenOffice.org

• Instant-message and chat with all your friends—no matter what network they're on

• Import, edit, and manage your digital photos

• Burn CDs and DVDs

• Play the world's best open source games

• Download all the free software you'll ever need

• Coexist easily with Windows users

CD-ROM AND DVD-ROM INCLUDED

• CD features SimplyMEPIS Linux: start running Linux in 5 minutes, and get all the software you need to be productive!

• DVD features Roblimo explaining all you need to know in bite-sized video tutorials. All the Linux skills you really need are covered here... just watch, and do!

� Copyright Pearson Education. All rights reserved.

About the Author

About the Author

Robin "Roblimo" Miller started writing professionally in 1983 as a freelance reporter and feature writer in Baltimore, Maryland. He first wrote about Linux in 1997, and by 1998 he was a full-time Linux user, working as a reporter, columnist, and editor for Andover News Network, which later become the OSTG (Open Source Technology Group) division of VA Software.

Roblimo, as he has been known online since the mid-1990s, was one of the first reporters to cover the Linux phenomenon. He has spoken at computing and Internet conferences in Saudi Arabia, Mexico, India, Trinidad, Jordan, and at least a dozen U.S. states. He's been "the computer expert" for the award-winning Rise and Shine morning show on Baltimore's WJZ TV, and has been a guest on many radio and several cable TV talk shows.

Point & Click Linux! is Roblimo's second book. His first, The Online Rules of Successful Companies, was published by FT Prentice Hall in 2002. He has written over 2000 articles for various newspapers, magazines, and Web sites on topics including Linux (of course!), child support, college campus drug use, metallurgy, magnetic resonance imaging (MRI), software development, telemarketing, crime prevention, tax policy, online business, TV news reporting, taxi driving, and political shenanigans.

Before becoming a full-time writer and editor, Roblimo worked as a limo owner/driver (hence "Roblimo"), taxi driver, electronics technician, soldier, and auto mechanic. He is currently editor in chief of OSTG, and lives with his wife, the artist Deborah Miller, in Bradenton, Florida.

� Copyright Pearson Education. All rights reserved.

Excerpt. � Reprinted by permission. All rights reserved.
IntroductionIntroduction

We all want our computers to "just work." We want to view Web sites, exchange email, create letters and other printed material, do our book-keeping, and perform other basic computer tasks without worrying about viruses, spam, Web popup ads, system crashes or high program license fees.

Linux is the low-cost key to trouble-free computing. It's a little different from Windows or Mac, so you'll need to learn some new tricks to use it, but they are not hard tricks, and they won't take long to learn. In return for that little bit of learning, you'll be able to perform everyday computing tasks rapidly and easily without worrying about viruses, worms or spyware. In fact, after you have Linux installed and your favorite programs set up, you won't need to think about your computer at all. You'll be able to concentrate on what you're doing with it, whether you're creating a budget spreadsheet for your business, creating a family newsletter or downloading and listening to your favorite music.

This book and the instructional DVD video inside the front cover are based on MEPIS Linux. The SimplyMEPIS CD inside the back cover includes all the software you need to surf the Web, read and write email, do sophisticated word processing, make slide presentations, manipulate spreadsheets, upload and edit images from digital cameras and scanners, create Web sites, enjoy music or videos, play many hours' worth of entertaining games, and generally do what you and most other people expect a personal computer to do.

About the Point & Click Linux! DVD - It's not a single hour-long video, but a series of "bite-sized" short tutorials. Each one focuses on a specific function or program. The video tutorials contain most of the information in the printed book, but show you how to do things instead o telling you how to do them.

The DVD plays in standard NTSC (U.S. format) DVD players, and in computers equipped with DVD drives. Check this book's companion Web site, PointAndClickLinux.com, for added and updated videos.

Proprietary Windows software equivalent to the programs on your SimplyMEPIS CD, plus the current version of Windows itself, would cost at least $1500 or more. And if the included software doesn't cover all your needs, the MEPIS servers offer hundreds of other useful programs you can download right away and start using without paying another cent. Adventurous souls can experiment with any one of thousands of free non-MEPIS programs provided by the worldwide, volunteer-run Debian project with only a few mouse clicks—and can delete any programs that don't work out with another few clicks.

(Note that when you delete a MEPIS or Debian program, it is 100% gone. There is no "residue" or "registry crud" leftover as there often is in Windows when you try to delete a program you no longer want.)

While this book focuses on MEPIS, there is an appendix dedicated to other popular Linux distributions, because Linux is about choice, not about locking you into one way of doing things. You'll also be happy to know that the programs described in the following pages and on the included DVD video work the same way no matter which Linux distribution you choose. Even if you start with MEPIS and later move to another flavor of Linux, your learning time will not have been wasted.

But that's enough loose talk. Let's turn the page and get started with trouble-free, Point & Click Linux! computing.

� Copyright Pearson Education. All rights reserved.

Most helpful customer reviews

11 of 11 people found the following review helpful.
Disapointing
By Eugene Kasper
I think this book has the right idea but it is not executed well. I have some computer knowledge and as advertised the CD did boot. But the CD was not complete or was defective and some of the programs, open office for one, just would not boot properly. I installed the Linux version that came with the CD but without the main applications, the install was worthless. Also, I tried for many hours to connnect to my ISP using the KPPP and although they were helpful, I was unable to connect. The book was not at all helpful in my efforts to troubleshoot the problem. I even purchased a new modem that is Linux compatable ($50). Then I tried changing the script using the old hayes commands and was able to dial and make contact but it just could not engage the handshake. I then contacted othters who had purchase Point and Click Linux and they were having the same problems. Yes, after many hours and even days, this book and the Linux version on its CD still is not working and it is, to me, worthless. Don't buy it if you want to install Linux and use it productively unless you are very knowledgeable with Operating Systems.

Gene

5 of 5 people found the following review helpful.
Desktop Linux is Here at Last!
By Alistair Phidias
"Point & Click Linux" makes it clear that, in Warren Woodford's MEPIS, a truly functional desktop Linux has finally been achieved. In both the book and the DVD the author comes across as a thoroughly and disarmingly competent doofus who finds using MEPIS so much fun and so satisfying that he can't refrain from sharing it with the world. If this book and MEPIS had been available when I first started trying to use Linux six years ago I would probably now believe that only other operating systems cause frustration.

As the title implies, the book's emphasis is on using Linux through its graphical interface (KDE) and on getting useful things done quickly and easily, not on the gritty details of just how Linux works "under the hood". The DVD covers essentially the same material in almost the same way as the book, and thus provides effective reinforcement of the book's text. In fact, people who learn better by seeing and doing than by just reading will find the DVD an immense help.

There are people who appear to enjoy learning by trial and error; they probably should not bother with this book. Those of us who hate trial and error for its grievous waste of time and energy will welcome this book's guiding us past at least 90% of the available errors.

0 of 0 people found the following review helpful.
SimplyMEPIS bootable CD-ROM Won't Work
By Zee Xenon
MEPIS CD won't boot and exe won't run. I paid for the book and CDs, but the linuxtracker.org site implies cheapskates are listed for free downloads (and my 16mb/s pipe downloads from the MEPIS server at 1mb/s).

See all 21 customer reviews...

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The Official Guide for GMAT� Review 2016 Bundle

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Everything you need to prepare for the GMAT� exam in one package. Get all three of the Official GMAT study guides – with 25% new content and actual retired questions from the GMAT exam. The set bundle includes The Official Guide for GMAT Review 2016, The Official Guide for GMAT Quantitative Review 2016 and The Official Guide for GMAT Verbal Review 2016. All three guides come with exclusive access to an online question bank and videos with insight and tips on GMAT preparation from previous test-takers and the officials who create the test.

The Official Guide for GMAT� Review 2016 Bundle features:

• Exclusive access to an online question bank allowing you to build your own practice tests from more than 1,500 retired GMAT� questions
• A 100-question diagnostic exam to help focus your preparation efforts
• Videos from real test takers and GMAC officials who share insight and tips on GMAT prep
• An online study companion with 50 Integrated Reasoning questions and answer explanations*
• An Integrated Reasoning chapter with details about this GMAT exam section
• Grammar review covering concepts tested on the GMAT Verbal section
• Sections on Reading Comprehension, Critical Reasoning, and Sentence Correction
• Comprehensive math review covering concepts tested on the GMAT Quantitative section
• Problem Solving and Data Sufficiency questions that review arithmetic, algebra, and word problems

• Sales Rank: #41838 in Books
• Brand: Wiley
• Published on: 2015-06-08
• Original language: English
• Number of items: 1
• Dimensions: 10.90" h x 2.35" w x 8.55" l, 6.25 pounds
• Binding: Paperback

Most helpful customer reviews

97 of 104 people found the following review helpful.
Atlantic GMAT on the 2016 Official Guide: Vital for Practice, Not for Strategy/Learning, Kindle has issues but still worth it!
By Andrew Geller
I've been a GMAT tutor in NYC and online for over ten years and am the founder of Atlantic GMAT (100% GMAT 0%BS!). I've already reviewed all three of the 2016 Official Guides, so here are summaries along with new question breakdowns for each book (main reviews are on each book's page).

The GMAT Official Guide 2016 bundle is an excellent deal. If you are near the start of your GMAT preparation this is pretty much a no brainer purchase. Keep in mind that this is essentially a question bank MEANT FOR PRACTICE and has VERY LIMITED TEACHING MATERIAL. That said, the questions in these books are absolutely the best thing to practice on. Avoid third party/non-official questions as they lack the nuances of the real deals (especially verbal questions). Even though there are small annoying issues with it, I'd buy the Kindle version to best approximate how the test will be. You can download the corrected Kindle answer key from my website.

Here’s what we’re going to cover in the review:

Official Guide 2016 vs Official 2017. Is it worth buying new Official Guide?
Kindle vs. Paperback
-Which version is better and why
-What are the issues with the Kindle version. (The corrected Kindle answer key can be downloaded from my website).
What other official GMAT resources should you consider buying
New questions broken down by category

*****************************************Official Guide 2016 vs Official 2017************************************
The short answer is: if you can get it at a significant discount, buy the 2016 edition! The new guide (2017) has some unreleased questions but those questions aren’t necessarily any better than the questions that they are replacing in the older guide. Will doing that handful of newer questions actually impact your score? I seriously doubt it.

Here’s the exception: Are you the type of person who will not rest easy knowing that there is the possibility of having the slightest, basically undetectable, only theoretical edge? Do you need the absolute best of the best, newest of the new? Are you fine with paying the surcharge? Rest easy. Buy the new edition!

The point is: no harm will come from sticking with the 2016 bundle or from buying the new one. But, why wait and pay more for essentially the same thing?

Will I be getting the new guide? Of course! I have an archive of every GMAT question from the last 10 years. But, I’m a GMAT tutor looking for every advantage possible for my students regardless of cost. And for me it isn’t 2016 vs 2017. I buy everything (except for AWA and IR materials).

*********************************************Kindle vs. Paperback********************************************
Kindle by a mile! You will be taking your GMAT staring at a computer screen so practice as you will play by staring at a computer screen while working on HW. This makes a difference. Beyond that, the kindle version is in the cloud so you can access it anywhere. No need to carry around a massive set of books. And: save some trees!

THERE ARE PROBLEMS WITH THE KINDLE VERSIONS. These issues are mostly related to the Kindle format, not the guide itself. Some of the math equations are small. That said, I have been using the kindle versions for years without an issue. Neither I nor any student has EVER been unable to read an equation.

The other issue is that the answer key numbering is wrong. Well, not really wrong, but hard to read. It looks like this: 1, 2, 3, 4, 5, 6, 7, 8, 9, and then instead of “10” the key flips back to “0”. Then “11” isn’t “11” but “1”. So you can find the answers but it is annoying. But (drum roll please), I created a new CORRECTED ANSWER SHEET for Official Guide 2016. I can’t post links here but you can download it from the OG 2016 review on the Atlantic GMAT site.

**********Besides OG2016, Official GMAT resources you should consider buying**********
For most people, these four resources are essential:
GMATPrep Question Pack 1 [Online Code] (big question bank that lets you sort questions by difficult and type. You can create mini-tests that are great for getting you close to competition mode).
GMATPrep Exam Pack 1 [Online Code(Official GMAT Practice test with official questions and scoring algorithm. This is the same as a real GMAT).
Exam Pack 2 (Same deal as Exam Pack 1. Two more Official Tests)
Atlantic GMAT Practice Pad + 2 Markers (You should do all of your tests with the same GMAT scratch pad that you’ll use on test day)
In addition, these last two are for students who want to eak out that last 1%:
GMAT Focus Online Quantitative Diagnostic Tool: Bundle of 3 [Online Code] (These are computer adaptive Quant quizzes. Buy the bundle of three.)
GMAT Paper Test Set 1 [Download] (Retired GMAT paper tests. The Quant is too easy but the verbal is helpful. Don’t do the reading comprehension as it overlaps with the GMAT Prep 1 and 2).

Official GMAT resources are limited (especially practice tests). DO NOT WASTE THEM!!! Before you start blasting practice tests go ahead and make a study plan and consider at what point it would make sense to take tests. In general, take one test at the beginning of your studies to get a baseline score and to get a sense for the exam. Then, work on your fundamentals. Have a good strategy for most of the GMAT questions types. After you are in a good rhythm, start taking practice tests. Every case is different, but consider getting into practice test mode about 4 weeks before your GMAT.

***********************************Official Guide 2016 Question Breakdown***********************************
-201 brand new questions (I recognized a handful but couldn't quite place them - could be from tests I've taken, from some legacy product, or actually a new question that is a very close clone of an old one).
-Problem solving questions mostly centered in medium difficulty (no new questions past #153)
-Lots of substitutions in PS Geometry. Slight boost for combinatorics and overlapping sets.
-New Reading Comprehension passages mostly long and difficult. Excellent additions.
-Critical Reasoning Assumption based reasoning got a major facelift. Difficulty level increased a shade.
-No big news on Sentence Correction or Data Sufficiency
-Same very limited teaching material from the old edition. This is a book for practice not a book for learning.

PROBLEM SOLVING - 57 New Questions/24.7%:
1, 2, 3, 11, 13, 14, 15, 17, 18, 21, 25, 27, 30, 31, 33, 38, 39, 43, 44, 45, 55, 56, 57, 59, ,60, 61, 63, 66, 67, 68, 69, 70, 73, 76, 82, 83, 85, 86, 87, 88, 89, 91, 97, 99, 107, 108, 111, 114, 117, 122, 125, 134, 136, 137, 139, 142, 153

-Percents 1 (Percents), 11 (Percents), 55 (Percent/Word Problem), 30 (Percents/Arithmetic/Word Problem), 99 (Word Problem/Percent)
-Work/Rate 59 (Work/Rate), 76 (Work/Rate),
-Ratio/Proportions 19 (Ratio/Proportions), 134 (Proportions/Word Problem), 114 (Mixture)
-Algebra/Arithmetic 2 (Arithmetic/Fractions), 3 (Algebraic Translation), 14 (Arithmetic), 21(Algebra/Arithmetic), 25 (Algebra/Multiple Equations), 61 (Inequalities), 66 (System of Equations)
-Exponents 56 (Exponents/Word Problem), 57 (Exponents/Roots/Number Properties), 83 (Exponents), 85 (Exponents/Roots/Arithmetic), 67 (Arithmetic/Exponents), 68 (System of Equations/Exponents),
-Number Properties 38 (Number Properties/Digits), 107 (Number Properties), 108 (Number Properties), 17 (Number -Properties/Absolute value/Exponents), 43 (Number Properties), 87 (Consecutive Integers)
-Overlapping Sets 69 (Overlapping Sets/Percents/Word Problem),89 (overlapping sets), 91 (overlapping sets)
-Combinatorics 117 (Combinatorics), 136 (Probability)
-Statistics 137 (Average), 15 (Average), 88 (Average), 111 (Average)
-Functions/Sequences/Formula 39 (sequence),63 (Functions/Exponents), 82 (Formula/Arithmetic), 97 (formula), 27 (Data Interpretation)
-Geometry 13 (Geometry/Quadrilaterals/Word Problem), 18 (Geometry/Triangles), 31 (Geometry/Mixed Shapes), 33 (Geometry/Triangles), 44 (geometry/coordinate), 45 (Geometry/Quadrilaterals), 60 (Geometry/Coordinate), 70 (Geometry/Mixed Shapes), 73 (Geometry/Quadrilaterals), 86 (Geometry/3D Shapes), 122 (Geometry/Mixed Shapes), 125 (Geometry/Quadrilateral/Word Problem), 139 (Geometry/Quadrilateral/ratio), 142, 153 (Geometry/Coordinate),

DATA SUFFICIENCY - 44 new questions / 25.2%
7, 10, 12, 14, 15, 16, 18, 19, 20, 21, 23, 26, 27, 29, 34, 37, 38, 39, 40, 41, 46, 48, 49, 51, 54, 55, 60, 64, 67, 73, 77, 80, 83, 84, 86, 92, 94, 115, 121, 134, 135, 136, 137, 150

-Combinatorics 7 (probability), 73 (Geometry/Combinatorics)
-Exponents 20 (Exponents), 37 (Square Root/Match the Expression/Special Quadratic), 39 (special quadratics), 41 (Exponents/Inequalities)
-Geometry 136 (Coordinate), 137 (Triangles), 26 (Mixed Shapes/Quadrilateral), 27 (Coordinate), 49 (Quadrilaterals), 51 (Quadrilaterals), 115 (Mixed Shapes), 86 (3d Shapes), 77 (Geometry/Number Line)
-Work/Rate 134 (Threshold/Rate/Word Problem), 84 (Average Rate)
-Counting Equations 10 (Translation), 21 (Interest/Word Problem), 23 (Word Problem), 64 (Word Problem), 67 (Word Problem)
-Number Properties 16 (# properties/Inequalities), 94 (Number Properties/Digits), 54 (Exponents/# Properties), 60 (# Properties),
-Overlapping Sets 150 (Overlapping Sets), 29 (Overlapping Sets), 19 (Overlapping Sets)
-Statistics 135 (Statistics), 14 (Statistics), 15 (Statistics), 92 (Average)
-Threshold 48 (Threshold/Work), 46 (Threshold/Word Problem), 34 (Threshold), 80 (Threshold)
-Translation 40 (Percents), 55 (Ratio/Word Problems), 83 (Threshold), 18 (Algebra)
-Formula/Function/Sequence 12 (Sequence), 38 (Formula), 121(Function/Number Properties/Exponents)

OG 2016 READING COMPREHENSION- 6 new passages, 31 new Questions /22.3%

Page 370 (Short)
Questions 8-10

Page 386 (Long)
Questions 42-47

Page 404 (Long)
Questions 96-101

Page 408 (Long)
Questions 107-112

Page 416 (Long)
Questions 130-136

Page 418 (Short)
Questions 137-139

OG 2016 CRITICAL REASONING - 34 new questions / 27.4%

1, 2, 3, 4, 8, 21, 30, 37, 39, 41, 43, 48, 49, 53, 55, 57, 58, 60, 63, 65, 67, 70, 76, 77, 79, 81, 84, 94, 97, 100, 106, 109, 121, 124

Strengthen/Weaken: 2, 3, 4, 21, 30, 37, 39 (oddball), 48, 55, 57, 60, 63, 65, 67 (oddball), 76, 77, 79, 94, 97, 106, 121, 124
Assumption: 8, 37, 41, 49, 70, 84, 109
Evaluate: 100
Inference: 1, 53
Paradox: 58
Boldface: 81
Fill in the Blank: 43

Assumption Based: 29
-Strengthen/Weaken - 21
-Assumption - 7
-Evaluate - 1

Content Based: 5
-Paradox - 1
-Boldface - 1
-Inference - 2
-Fill in the Blank - 1

OG 2016 SENTENCE CORRECTION - 35 new questions / 25%

2, 4, 7, 10, 13, 18, 21, 23, 27, 28, 31, 35, 37, 42, 46, 52, 63, 66, 73, 80, 86, 90, 97, 101, 111, 116, 120, 124, 126, 128, 132, 133, 136, 137, 138

******QUANTITATIVE REVIEW 2016 DETAILS******
-Noticeable shift to tougher questions
-Still easier than OG 2016, Question Pack 1, GMAT Focus, and GMAT Prep
-Good skill builder with a few genuinely tricky questions not represented in OG 2016.

PROBLEM SOLVING (Total 44/175)
1, 2, 3, 4, 5, 7, 9, 10, 13, 15, 19, 20, 21, 22, 33, 40, 48, 63, 68, 70, 79, 80, 82, 86, 87, 94, 95, 96, 97, 98, 99, 116, 119, 125, 126, 127, 142, 143, 144, 145, 152, 157, 158, 160, 161

-Number Properties 34 (odd/even), 87 (+/-, absolute value), 94 (digits), 96 (divisibility), 125 (remainder), 142 (oddball), 160 (function/exponents/digits)
-Arithmetic 1, 3. 5 (word problem), 7(fractions/decimals), 10 (+/-)
-Exponents 2, 33, 119, 161
-Ratio/Proportions 9
-Work/Rate 63, 68, 86
-Algebra/Translation 15, 19, 48, 95 (inequalities), 97 (absolute value/inequalities)
-Percents 4, 21, 22, 70, 82, 127
-Statistics 99
-Overlapping Sets 98
-Combinatorics 157, 158
-Geometry 20 (quadrilaterals), 116 (coordinate), 145 (hexagon), 152 (pyramid/puzzle)
-Sequence/Function/Formula 13, 79, 80, 134, 143, 144

DATA SUFFICIENCY (31/124)
1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 15, 16, 19, 20, 24, 25, 26, 29, 30, 31, 32, 37, 40, 41, 42, 43, 63, 110, 120, 121,123, 124

-Number Properties 9 (+/-), 32 (absolute value, +/-), 37 (remainder), 40 (consecutive integers/parity)
-Arithmetic 1 (fractions/decimals), 3 (rounding), 43
-Exponents 7, 29
-Ration/Proportions 20
-Work/Rate 123
-Algebra/Translation 4, 8, 13, 16 (inequalities), 31
-Statistics 41, 42, 63
-Overlapping Sets 19
-Combinatorics 121
-Geometry 2 (quadrilaterals), 10 (triangles), 24, 26 (cube), 120 (coordinate), 124 (parabola)
-Sequence/Function/Formula 15, 25
-Threshold 5(rate), 110
-Counting Equations 6, 33

******VERBAL REVIEW 2016 DETAILS******
-Reading Comprehension passages are mostly easy and not long.
-Sentence Correction update focuses more on easy questions as well. For content, parallelism is still dominant.
-Critical Reasoning got an excellent update adding a worthwhile amount of tougher questions.
-Not an amazing update but the Verbal Review 2016 improves upon and already worthwhile skill builder especially in the Critical Reasoning.

VERBAL REVIEW READING COMPREHENSION
26 new questions/24.7%

Page 22/23 (short)
-Questions 1-4

Page 26/27 (medium)
-Questions 11-17

Page 30/31 (short)
-Questions 23-26

Page 38/39 (long)
-Questions 39-42

Page 58/59 (medium)
-Questions 99-105

VERBAL REVIEW CRITICAL REASONING
25 new questions / 30.1%
3, 7, 16, 21, 25, 28, 33, 35, 38, 43, 46, 50, 52, 53, 55, 60, 62, 64, 67, 68, 71, 72, 75, 78, 83

ASSUMPTION - 18
Strengthen 7, 38, 67, 78
Weaken 21, 25 (best criticism), 68, 72, 83
Assumption 75
Flaw 62
Evaluate 46 (wordy prompt), 52
Fill in the Blank/Strengthen 3, 28, 43, 50, 71
CONTENT - 7
Boldface 60, 64 (long)
Inference 16, 53 (two person)
Paradox 33 (wordy prompt), 35, 55

VERBAL REVIEW SENTENCE CORRECTION
25 new questions / 22.1%
2, 3, 8, 11, 14, 19, 23, 26, 30, 33, 37, 38, 42, 43, 47, 48, 50, 55, 63, 65, 73, 80, 92, 99, 103

-Agreement/Verbs/Pronouns 11, 19 (past perfect), 30 (tenses), 43, 48, 80 (tense), 103 (tense)
-Parallelism 2, 23 (list), 33 (list), 38 (comparison), 55 (comparison), 65 (list), 92 (comparison, modifier)
-Modifier 3 (like vs as), 8, 14, 37 (list), 47, 50, 63 (comparison), 73 (comparison), 99
-Other 26, 42

I hope this is helpful! If you are looking for more GMAT Study Strategies, Study guides, GMAT Question of the day, or just some inspiration have a look at the Atlantic GMAT site. Comment with any questions!

48 of 50 people found the following review helpful.
Essential for Practice, Helpful for Learning, Useless for Strategy.
By Brian R. McElroy
I am a Harvard grad and professional GMAT tutor with 15 years of experience, and am fairly obsessed with this test. I also take the GMAT at least once a year to stay up-to-date, including a recent score of 770 (48 V/47 Q). These books receive my strong recommendation because they provide a great source of real GMAT questions at a decent price (they normally retail for about $45).

One aspect of these books that you must understand is that they are not meant to teach you GMAT test-taking strategy. For that, look elsewhere (see product links below). However, they include some of the very best practice materials available, straight from the test-maker, and although the answer explanations are often convoluted, they are still useful in understanding how the GMAC thinks.

Why are the 2016 Official Guides the very best place to start your GMAT preparation, other than the free GMATPrep software? Because the questions in these books are super-realistic. They are just like the questions on the real GMAT, because the book is written by the test-maker and uses actual, retired GMAT questions. Don't waste your time and money practicing on questions made by any other companies--these are merely inferior imitations of the real thing. If you must use other materials for test strategy, then that's fine, and in most cases necessary, but try your best to stick to official questions whenever possible.

Pro tip: You can take each of the 6 GMAT Prep CATs more than once, because the GMAT is an adaptive test (it adjusts the difficulty level of later questions based on your previous responses). There are about 4 to 16 times as many questions in the GMAC's question pool as there are in any given test, which means that every test you take will be different. Tests 1 and 2 draw from a (gigantic!) pool of about 1,500 questions, and tests 3, 4, 5, and 6 draw from a more modest pool of about 400 questions each. To re-take your GMAT Prep tests, click "reset" in the lower-left hand corner of the GMAT Prep software window, but make sure to take screenshots of your previous test sessions beforehand--frequent screenshots are a good idea anyway because the software is prone to crashing and losing your data. For your screenshots, use either the "Print Screen" (Windows Key + PrtScn) button on a PC or (Shift + Command + 3) on a Mac.

It's important to remember that although these physical GMAT books are extremely helpful, the GMAT is still a computer-based test, which means that you should still do the majority of your work on a computer. For this reason, consider buying the Kindle versions of the guides, as well as making full use of the computer-based practice options available from the GMAC. Or, if you prefer to buy the physical books, then you can also use the access codes located in the sealed pouches in the back covers of the books to access a free web-based version of the books, where you can try most of the questions in the books in an online format, and organize quizzes by question type / difficulty level (easy, medium, hard). You will also have to create a Wiley account, which is worth it because it allows you to travel without the physical books, so long as you have internet access and a computer.

One annoying aspect of the 2016 version of the Wiley site is that it automatically logs you out due to inactivity after a very short amount of time. Hopefully the 2017 version of the software will fix this bug.

Instead of giving you a paper and pencil, the GMAC also requires you to use a water-based maker and a laminated sheet like this one: Manhattan GMAT Test Simulation Booklet w/ Marker I don't recommend always using the laminated sheet, because it's messy and harder to keep track of your notes that way. But it makes sense to at least use it a few times, just to get the feel of it before test day.

As was the case with the 2016 editions in comparison to the 2015 editions, 25% of the questions in the upcoming 2017 editions of the OG will be new. Since the 2017 versions haven’t been released yet, I obviously haven’t had time to comb through the 2017 versions and compare them precisely to the 2016 versions, but I’m sure that either I or someone else will compile a full list of the new questions in the 2017 editions ASAP, along with links to their explanations on the GMATClub forum and similar sites. (For explanations and classifications of every question in the 2016 Official Guide, google "GMAT Club Guide to the GMAT Official Guide 2016.")

Are the questions from the 2017 versions any better than the questions they are replacing from the 2016 edition? No, not really. Yes, some of the additions might technically be “new” questions, but many others are simply retired questions from past GMAT exams, so there is no guarantee that these questions are either any newer or any better than the questions they supplant. Moreover, early adopters of the 2017 editions will find that certain questions are so new that it’s hard to access online explanations until GMAT tutors like me (username: mcelroytutoring) start posting them, which could take weeks or even months.

While I will concede that the questions in these books are roughly ordered from easy to hard, there are some curious places where low-numbered questions are quite difficult for most of my students, and vice-versa. Thus, I think that we can’t necessarily take GMAC at their word here, especially since there has already been evidence in past official guides of the GMAC moving the exact same questions to radically different locations in the books, which suggests that we shouldn’t trust the GMAC at its word in this regard. If the questions are truly ordered from easy to hard, for example, then why would a question numbered in the 30s suddenly show up in the 90s on the next edition?

It is important to note that the difficulty level of questions in this book is sufficient for most test takers, but is admittedly a bit lacking on the high end. If you are going for a GMAT score of 700-plus, then you should spend more time practicing on questions from the GMATPrep software and Exams Pack 1 and 2, which offer more difficult questions that will be closer to the ones you see on your actual test day.

Remember: the GMAT is an adaptive exam. If you answer a lot of questions right, then the test keeps getting harder (as your score rises), and if you answer a lot of questions wrong, then the test keeps getting easier (as your score lowers). And the questions on the test are “front-loaded” so that the first 1/3 of questions have a much larger impact on your score than does the final 1/3 of questions.

If you do run out of official GMAT Prep computer tests (the first two are free, and you can buy four more from GMAC), then I can recommend the Manhattan GMAT CATs (computer adaptive tests). Just buy one book from the Manhattan GMAT series, and it will give you access to all 6 online CATs: GMAT Sentence Correction (Manhattan Prep GMAT Strategy Guides)

For free video explanations to all the math questions in these books, google "GMAT Quantum," or if you prefer to read your explanations, then just try google searching the first few lines of your question's text. I would also strongly recommend that you check out informative websites such as GMAT Club, Beat the GMAT, and Atlantic GMAT, and that you consider retaining the services of a qualified private tutor such as myself.

For those of you who are just getting started, here is the overall structure of the GMAT:

1) Analysis of an Argument Essay (AWA or Analytical Writing Assessment): 30 minutes, 1 question.
2) Integrated Reasoning (Multi-Source Reasoning, Table Analysis, Graphics Interpretation, Two Part Analysis): 30 minutes, 12 questions. Please note: unlike the Verbal and Quantitative sections, the IR section is not adaptive.
3) Optional 8-minute break
4) Quantitative Section (Problem Solving, Data Sufficiency): 75 minutes, 37 questions (2 minutes per question)
5) Optional 8-minute break
6) Verbal Section (Reading Comprehension, Critical Reasoning, Sentence Correction): 75 minutes, 41 questions (1.8 minutes per question)

Keep in mind that on the GMAT you cannot go back or skip any questions, and that the first 12-15 questions of the Verbal and Quantitative sections have the most impact on your score due to the adaptive scoring algorithm. A correct answer will yield a slightly harder question in most cases, and vice versa, and the GMAT will gradually determine your score as you go. The largest adjustments are made at the beginning of the test, which is why the first 1/3 of questions are so essential. Also, approximately 10 to 25% of the questions on the actual GMAT are experimental—you don’t know which ones they are, and they don’t count toward your score.

Here are my most essential GMAT Resources, ranked from most important to least:

Practice:
1) Free GMATPrep Software - 2 diagnostic CATs (Exams 1 and 2: 180 questions total) and 90 practice questions out of 1,500 possible questions
2) GMAT 2016 Official Guide Bundle - 1 diagnostic test and over 1,500 practice questions and answer explanations GMAT 2016 Official Guide Bundle - about $45
3) GMATPrep Exam Pack 1 - 2 diagnostic CATs (Exams 3 and 4: 180 questions total) out of 400 possible questions - GMATPrep Exam Pack 1 [Online Code] $50
4) GMAT Prep Exam Pack 2 (New Release with 2 New Tests -- not yet available on Amazon) - 2 more diagnostic CATs (Exams 5 and 6: 180 questions total) out of 400 possible questions - $50
Please note: you can save $10 by buying #3 and #4 together as an Exam Pack Bundle from the GMAT website for $90.
5) GMATPrep Question Pack 1 - 404 questions with answer explanations and ability to sort questions by type and difficulty - $30 GMATPrep Question Pack 1 [Online Code]
6) The Official Guide for GMAT� Review 2016 Mobile App The Official Guide for GMAT� Review 2016 -$5 for 50 questions and $30 upgrade for an additional 800 questions
7) GMAT Focus Quizzes - 24 questions per quiz (math only) - $30 per quiz and 4 total GMAT Focus Online Quantitative Diagnostic Tool: Single Use [Online Code]
8) IR Prep Tool - 48 Integrated Reasoning Questions GMAT IR Prep Tool [Online Code] - $20
9) GMAT Write - 4 Auto-Graded Essays for $30
10) GMAT Enhanced Score Report - Technically this is not a practice tool, but it provides an in-depth look at your score, including overall rankings, rankings by question type, time management information and a summary of your strengths and weaknesses, which can be helpful if you plan to take the test more than once. - $25

Strategy:
1) GMAT Club Forum - Free explanations to nearly every official GMAT question, as well as questions written by other companies (I do not recommend practicing on non-official questions).
2) GMAT Quantum - Free video explanations to nearly every official GMAT quantitative question.
3) Manhattan Prep GMAT Series: $144 for the entire series Complete GMAT Strategy Guide Set (Manhattan Prep GMAT Strategy Guides) or about $16 for one book which gives you access to 6 online CATs GMAT Sentence Correction (Manhattan Prep GMAT Strategy Guides).
4) LSAT Preptests for Extra Critical Reasoning and Critical Reading Practice: $20 for 10 tests 10 More, Actual Official LSAT PrepTests: (PrepTests 19 through 28) (Lsat Series)
5) Magoosh Free Online Materials
6) Powerprep Critical Reasoning Bible: $21 The PowerScore GMAT Critical Reasoning Bible
7) Powerprep Reading Comprehension Bible: $35 The PowerScore GMAT Reading Comprehension Bible

Princeton Cracking the GMAT Premium Edition with 6 Computer-Adaptive Practice Tests, 2017 (Graduate School Test Preparation) and Kaplan are OK for strategy too. I prefer Princeton Review’s GMAT guide (full disclosure: P.R. is my former employer) to Kaplan’s (in my humble opinion, a mediocre, corporate behemoth who somehow always manages to rank #1 on Amazon with lots of suspect 5-star reviews), but any effort to write an "all in one" guide to a test as complex as the GMAT is destined to be at least a partial failure. The Kaplan and Princeton guides can be helpful if you are a below-average scorer trying to obtain an above-average score without too much effort, but the perfectionists among us will be frustrated by their lack of depth and unrealistic practice questions.

Finally, you can google "GMAT Action Plan - McElroy Tutoring" to read my personal, frequently updated recommendations for GMAT Prep.

Please feel free to leave comments and/or ask questions below--I enjoy analyzing the intricacies of this challenging test, and will always try to respond in a timely fashion.

31 of 39 people found the following review helpful.
The rest is just sample questions and answers (not to say these aren't useful at all
By Adam W. Reilly
First of all, it's extremely misleading for these to be called test prep books. Between the 3 books, less than 10% of it is tips or review material. The rest is just sample questions and answers (not to say these aren't useful at all, but it's not what the book would imply).

I took the LSAT about a year ago, so I recognize what a good test prep book does (gives you a lot of insight into practical hints how to take the exam). The LSAT book I used taught you annotating passages and actually reviewed test taking skills that would improve your score in practical ways beyond just looking at review material. Despite the fact that this book was written by the people who wrote the test, expect to see literally none of that. In fact, several times it says that if you have more questions on content, you should just consult a high school textbook. As someone who hadn't taken a test for almost a decade before the LSAT, I can say that the LSAT book's tips will probably be more helpful to me than anything in the GMAT.

I could have forgiven this more if the the book failed to account for the nature of the test. Gauging the difficulty of the questions since the test questions will vary based on whether you get past questions right or wrong (so if you find yourself failing at easy difficulty for question type A, medium for question type B and hard for question type C, you know that it's best to focus on type A more than C). Unfortunately...the book does not note question difficulty (or if it did, it's in an arcane place). So even as a set of practice questions, it's diagnostically faulty.

In fairness, I haven't started using the online material, but a sucky book is a sucky book. Either all the other reviewers are fake or just really badly considering what makes a good book. Some of them mention you might want to use a structured plan or a whole extra book. If someone is getting books noted as "test prep" that total over 1,000 pages and you need a whole different book to actually study, then the first book has utterly failed. I even would say the way they formatted the questions is logistically faulty. If you actually want practical skills or study guides, don't expect to find them here.

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[D195.Ebook] Ebook Free The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Your Coach in a Box), by Matthew Dixon, Nick Toman, Rick

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Conventional wisdom holds that to increase loyalty, companies must "delight" customers by exceeding service expectations. Some focus on dazzling them at the cost of neglecting to solve basic service problems-a big strategic mistake.

Through extensive research and surveys, the authors have concluded that loyalty has much more to do with how well a company delivers on its basic promises than on how dazzling its service experience might be. The authors prove that delighting customers doesn't build loyalty, and they show how acting on this insight can help improve service, reduce costs, and decrease customer churn.

By employing practical tactics-such as teaching reps not just to resolve customer issues but also to "forward resolve" common issues-companies will be better able to focus on delivering a nearly effortless experience. That will lead directly to the improvements in customer loyalty they had been aiming for all along.

• Sales Rank: #872579 in Books
• Published on: 2014-03-18
• Released on: 2014-03-18
• Formats: Audiobook, CD, Unabridged
• Original language: English
• Number of items: 6
• Dimensions: 5.75" h x 1.00" w x 5.25" l, .34 pounds
• Running time: 390 minutes
• Binding: Audio CD

Review
“This is what every business book should be like: stuffed with practical advice, wellsupported by research, and written to keep you eagerly flipping the pages.”

—DAN HEATH, coauthor of Decisive, Switch, and Made to Stick, from the foreword

“Most current customer support and customer experience improvement programs are merely replays of age-old concepts with some new terminology thrown in. The customer effort research and approach recounted here is different. It is truly the first really novel idea that I’ve heard—and implemented—in a long time. This is an approach that drives innovative, significant improvement within my teams . . . actions grounded in solid data . . . actions that yield measurable, customer-visible results that we just couldn’t achieve via other means. It really has changed the way I think about the support my team delivers.”

—DAN ROURKE, director of software support, HomeAway, Inc.

“A must-have for any true customer experience leader’s library. Matt, Nick, and Rick are the ‘MythBusters’ of customer experience, dispelling many commonly held but inaccurate beliefs around the drivers of disloyalty and delight and what will really drive true value to your business.”
—LYNN HOLMGREN, vice president, customer experience strategy, Frontier Communications

“If you are looking for one resource to keep on your desk that will bring you back to the right focus for delivering a better customer service, this is that resource.”

—CHRIS HALE, vice president, reservation services, Hyatt

“Every business is looking for the secret to creating loyal customers. This book not only builds a compelling case for effortless customer experiences being the key to loyalty, but also provides a clear road map for any business to achieve that goal. It’s a must-read!”

—DEB OLER, vice president and general manager, Grainger Brand, W. W. Grainger

“What’s brilliant about The Effortless Experience is its pragmatism, illustrated by the observation that we can easily make things worse for customers and often do more harm than good. Here is real, practical, implementable guidance to help avoid those pitfalls.”

—RICHARD JOYCE, operations director, Home Retail Group Customer Services

“The Effortless Experience provides a well-researched foundation for customer experience transformation. Reducing customer effort links the work of the service organization to the business-wide goal of increasing customer loyalty. The concepts themselves are pragmatic and actionable and this book will get you under way.”

—SUE ATKINS, head of service experience, Telecom NZ Ltd

About the Author
Matthew Dixon is the executive director of the Sales & Service Practice of CEB. His most recent book, The Challenger Sale, was a Wall Street Journal bestseller. Nick Toman is a senior research director of CEB's Sales & Service Practice and has been published twice in HBR. Rick Delisi is a senior director of advisory services for CEB's Sales & Service Practice. The authors are based in Washington, D.C.www.petertrachtenberg.com

Most helpful customer reviews

3 of 3 people found the following review helpful.
There's some good stuff in here!
By Mommy of Many
My manager "recommended" (ahem!) that I read this before my first meeting with the new "director". I went into it with a so-so attitude. I'm always happy to learn and I am really and truly invested in improving our customer experience but I get so tired of corporate games. I'm only halfway through but there's actually some good stuff in here! I've said for years that customers don't want to be "delighted"...they just want one less hassle in their day. Make their lives easier somehow and they don't care about rainbows and unicorns. You can "wow" one customer in a hundred or you can satisfy 90 in a hundred. If the opportunity to "wow" arises, great, jump on it, but there are so many things we can do every day to reduce customer effort and we need to! (I'm the QR lead at a startup software company...reviewing our CS interactions and TRYING to train agents and improve the customer experience)

7 of 7 people found the following review helpful.
Resonates in our environment just as The Challenger Sale did!
By Joann
My copy of the book arrived on Friday night after a long work week, I picked it up and like The Challenger Sale, I just kept reading ... so many insights backed by exhaustive research. The book uses many B2C examples which I still found applicable to my B2B environment. The idea of minimizing customer effort in resolving issues applies to all environments -- contact center, live service - it does not matter -- we all want less "hassle" factor in our lives, at home and at work!

1 of 1 people found the following review helpful.
Articulates what matters most to consumers today!
By Peter P. Smith
This book totally made sense to me. It so wonderfully articulates what matters most to consumers today and it appropriately puts paid to the notion of giving customers a "wow" experience, when all they want to do is to get on with their lives. Great read!
Peter Smith, Author, Hiring Squirrels

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