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If a spinning disk casts a round shadow does this shadow also spin? When you experience the total blackness of a cave, are you seeing in the dark? Or are you merely failing to see anything (just like your blind companion)? Seeing Dark Things uses visual riddles to explore our ability to see things that do not reflect light. Shadows and holes are anomalies for the causal theory of perception, which states that anything we see must be a cause of what we see. This requirement neatly explains why you see the front of a book's jacket and not its rear when you look at it face-on. However, the causal theory has trouble explaining how you manage to see the black letters on its surface. The letters are made visible by the light they fail to reflect rather than by the light they reflect.
Nevertheless, Roy Sorensen defends the causal theory of perception by treating absences as causes. His fourteen chapters draw heavily on common sense and psychology to vindicate the assumption that we perceive absences.
Seeing Dark Things is philosophy for the eye. It contains fifty-nine figures designed to prompt visual judgment. Sorensen proceeds bottom-up from observation rather than top-down from theory. He regards detailed analysis of absences as premature; he hopes a future theory will refine the pictorial thinking stimulated by the book's riddles. Just as the biologist pursues genetics with fruit flies, the metaphysician can study absences by means of shadows.
Shadows are metaphysical amphibians with one foot on the terra firma of common sense and the other in the murky waters of nonbeing. Sorensen portrays the causal theory of perception's confrontation with the shadows as a triumph against alien attack - a victory that deepens a theory that resonates profoundly with common sense and science. In sum, Seeing Dark Things is an unorthodox defense of an orthodox theory.


"Seeing Dark Things is an adventurous philosophical exercise in the ontology and epistemology of the commonsense world. Its treatment of the many puzzles that surround such putative 'negative' entities as shadows and holes will make it a classic on the literature on privations for many yeas to come. The book is also a wonderful example of how philosophy can be done without falling into the traps of the academic rigmarole. Sorensen is truly unique in his capacity to bring together classic philosophers, contemporary authors, and ticklish anecdotes." - Achille Varzi, Columbia University

"This is a wonderful book, full of a profound, unsettling cleverness and weirdly satisfying counter-intuitiveness that the subject requires...a great book." - Richard Marshall, Bookforum

"Sorensen is an extraordinarily fertile and imaginative philosopher, drawing widely on philosophy, physics, biology and vision science to mine his chosen quarry. His arguments, anecdotes and examples are always engaging. Add them to his effortless style and you have a rare commodity - a book of serious philosophy that many non-professionals will enjoy." - Ian Phillips, Times Literary Supplement

"Sorensen's book is certainly fascinating and richly thought-provoking... he argues carefully and clearly in favour of his key claims, all of which merit very serious consideration, even if they sometimes provoke one to construct and defend alternative views. That, however, is surely the hallmark of the very best kind of philosophy writing. Seeing Dark Things is a model of this kind." - E.J. Lowe, Philosophy

• Sales Rank: #1982907 in Books
• Published on: 2011-05-17
• Original language: English
• Number of items: 1
• Dimensions: 5.50" h x .80" w x 8.40" l, .91 pounds
• Binding: Paperback
• 328 pages

Review
Sorensen's book provokes thoughts about the nature and significance of seeing. His Eclipse Riddle is intriguing, as are the general questions he raises about seeing dark things. There are no easy answers to these questions. I enjoyed reading Sorensen's book, and thinking about the issues it raises. Others will too. Richard Price, Mind

About the Author

Roy Sorensen is Professor of Philosophy at Washington University in St. Louis. He is the author of A Brief History of the Paradox, Vagueness and Contradiction, Pseudo-Problems, Thought Experiments, and Blindspots.

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2 of 2 people found the following review helpful.
Fascinating and Wonderous
By PhoebeCat
This is one of those rare books that has made me look at the world in which we live in a totally different way - and I am only on Chapter 5! I will never again see shadows as I used to. If you think that seeing is believing, you need to read this book to find out exactly what seeing is.

0 of 1 people found the following review helpful.
gets tedious. How much can one say about shadows
By Vincent
Too long, gets tedious. How much can one say about shadows? way more than necessary.

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[W495.Ebook] PDF Download Microencapsulation: Methods and Industrial Applications (Drugs and the Pharmaceutical Sciences)From CRC Press

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Presenting practical approaches to complex formulation problems, this outstanding reference provides a thorough overview of particulate delivery systems-emphasizing specific preparation, characterization, and evaluation methods, as well as potential applications in areas such as pharmacy, medicine, cosmetology, and agriculture.

• Sales Rank: #2169212 in Books
• Published on: 1996-04-19
• Original language: English
• Number of items: 1
• Dimensions: 1.42" h x 6.24" w x 9.26" l,
• Binding: Hardcover
• 664 pages

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Today -- following housing bubbles, bank collapses, and high unemployment -- the Internet remains the most reliable mechanism for fostering innovation and creating new wealth. The Internet's remarkable growth has been fueled by innovation. In this pathbreaking book, Barbara van Schewick argues that this explosion of innovation is not an accident, but a consequence of the Internet's architecture -- a consequence of technical choices regarding the Internet's inner structure that were made early in its history.

The Internet's original architecture was based on four design principles: modularity, layering, and two versions of the celebrated but often misunderstood end-to-end arguments. But today, the Internet's architecture is changing in ways that deviate from the Internet's original design principles, removing the features that have fostered innovation and threatening the Internet's ability to spur economic growth, to improve democratic discourse, and to provide a decentralized environment for social and cultural interaction in which anyone can participate. If no one intervenes, network providers' interests will drive networks further away from the original design principles. If the Internet's value for society is to be preserved, van Schewick argues, policymakers will have to intervene and protect the features that were at the core of the Internet's success.

• Sales Rank: #1362882 in Books
• Published on: 2010-06-18
• Original language: English
• Number of items: 1
• Dimensions: 9.00" h x 1.13" w x 6.00" l, 2.04 pounds
• Binding: Hardcover
• 586 pages

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11 of 14 people found the following review helpful.
One of the most important books in tech policy in a decade
By Marvin Ammori
This is an important and brilliant book, which I consider required reading for anyone interested in or serious about the Internet or innovation.

I have written a review of this book on my blog ([...]) and on the Huffington Post.

As I say there, this book is one of the very few books in the field of Internet policy that is in the same league as Larry Lessig's Code: And Other Laws of Cyberspace, Version 2.0, in 2000, and Yochai Benkler's The Wealth of Networks: How Social Production Transforms Markets and Freedom, in 2006, in terms of its originality, depth, and importance to Internet policy and other disciplines. I expect the book to affect how people think about the Internet; about the interactions between law and technical architectures in all areas of law; about entrepreneurship in general. I also think her insights on innovation economics, which strike me as far more persuasive than lawyers' usual assumptions, should influence "law and economics" thinking for the better.

Books this good don't come along every day--or even every year-and I'm already late to the praise-party. Harvard Law professor Larry Lessig (the trail-blazing cyberlaw champion) recommended it in the New York Times this week; Susan Crawford (a law professor who served as a top White House advisor) recommended it in an op-ed in Salon/GigaOm yesterday; Brad Burnham, the venture capitalist who was featured earlier this week in the NYT's Room for Debate, also posted an endorsing review on his blog. MIT engineering professor David Reed (one of the key architects of the IP protocol, inventor of the UDP protocol) praises it on the book jacket.

It is not easy material--the Internet's technologies and how innovation actually evolves--but she writes for a general audience, not a technologist or lawyer, and you will learn a lot from, and be challenged by, the ideas in this book.

5 of 6 people found the following review helpful.
Run, don't walk, to buy this book
By Christopher Parsons
I want to very highly recommend this book. Various authors, advocates, scholars, and businesses have spoken about the economic impacts of the Internet, but to date there hasn't been a detailed economic accounting of what may happen if/when ISPs monitor and control the flow of data across their networks. van Schewick has filled this gap.

Her book traces economic impacts associated with changing the Internet's structure from one enabling any innovator to design an application or share content online to a structure where ISPs must first authorize access to content and design key applications (e.g. P2P, email, etc) in house. Barbara draws heavily from Internet history literatures and economic theory to buttress her position that a closed or highly controlled Internet not only constitutes a massive change in the architecture of the 'net, but that this change would be damaging to society's economic, cultural, and political interests. She argues that an increasingly controlled Internet is the future that many ISPs prefer, and supports this conclusion with economic theory and the historical actions of American telecommunications corporations.

van Schewick begins by outlining two notions of the end-to-end principle undergirding the 'net, a narrow and broad conception, and argues (successfully, in my mind) that ISPs and their interrogators often rely on different end-to-end understandings in making their respective arguments to the public, regulators, and each other. This reliance on differing notions of end-to-end have led the defenders of these differing shades of the end-to-end principle to speak past one another. Further, divergent understandings of the end-to-end architectural discussion has created, and continues to create, rifts between engineers, between those who were (and remain) central to the development of the 'net more generally, and between those publishing technically informed economic writings about the Internet.

After differentiating between the narrow and broad approaches to end-to-end, van Schewick identifies the impacts of different Internet architectures on the costs of innovation, the resulting organizational makeup of innovating parties, and the effects architecture has on the competition of complementary goods (e.g. VoIP, filesharing, email, etc as opposed to the actual hardware composing the Internet). After laying this groundwork, van Schewick works through how deviations from the 'broad' end-to-end argument affect innovation and the consequences of centralized versus decentralized application development and content distribution. The book concludes with an analysis of the public versus private interests in network architectures, with the author asserting that citizens and their public representatives must understand the impacts of architecture on the Internet's future. ISPs are attempting to better control and monetize their networks, and these attempts may undermine the possibilities of innovation while sacrificing the long-term evolution of the 'net so that companies can realize short-term profits. Such sacrifices must be critically interrogated by a public that is increasingly relying on digital communications in all facets of life and business.

This is a heavy read, a read made heavier if you haven't spent some time reading economic theory, elements of the network neutrality debates of the past decade, and a little on the evolution of American telecommunications in the past two decades. This said, the author generally does a terrific job in walking the reader through every facet of her argument, using examples and sidenotes to expand and clarify more troublesome sections of the book (especially as it relates to economic theory and approaches to innovation). I highly recommend this book - it's worth every penny that it will cost you. It also includes an extensive set of citations and reference list (about 160 pages worth) that will be helpful for any subsequent research or reading beyond the text itself.

If I have a criticism of the book it's that it tends to be very American-centric. While the principles contained in the book remain general enough that readers can lay the theoretical model she traces upon the telecommunications landscape of non-US states, this is a bit of work that non-American readers will have to do when examining their own telecommunications landscape through her lens. This may somewhat limit the book's immediate guidance to policy makers, policy analysts, economists, Internet governance scholars, and concerned/interested citizens more generally, but not so much that any of these readers should stay away.

I have a suspicion that this book will become one of the centrepieces for Internet governance literatures in coming years, and likely to be as influential Benkler's The Wealth of Networks: How Social Production Transforms Markets and Freedom with regards to the economics of the Internet. If issues around Internet governance, innovation, and control are your cup of tea then consider this book an absolute must buy.

1 of 1 people found the following review helpful.
Didn't understand the book
By Eric Morrow
I got this book on Fred Wilson's recommendation. I found it academic and confusing. Which doesn't mean that it isn't a good or important book. But it was inaccessible to me. I work in the internet space as a digital marketer and I was hoping to learn more about the technical underpinnings of the net and how that relates to innovation (the title of the book after all).

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There are moments in every country's history when decisions are made and actions are taken that will change the course of that country's future. Turning Points historical graphic novels bring these moments in American history to life.

Sixteen-year-old William McNally and fifteen-year-old Thomas Johnson both live in Little Rock, Arkansas, in the summer of 1957. They both love baseball and teasing their little sisters. There's just one big difference -- William is white, and Thomas, the son of William's family's maid, is black. After the Supreme Court rules in favor of desegregating public schools, Little Rock Central High School prepares to enroll its first nine African-American students, and William and Thomas are caught in the center of a storm.

• Sales Rank: #420581 in Books
• Published on: 2008-07-01
• Released on: 2008-07-01
• Original language: English
• Number of items: 1
• Dimensions: 7.63" h x .40" w x 5.13" l, .40 pounds
• Binding: Paperback
• 128 pages

From School Library Journal
Grade 4 Up—In 1957, Little Rock faces a split populace as it attempts to integrate a high school after the Brown v. Board of Education ruling. This book focuses on two fictional teens: Will McNally, the white son of a local attorney, and Thomas Johnson, the black son of his domestic help. Their tenuous friendship is the lens for the conflict as each teen wrestles with the larger social implications of the Supreme Court decision. While the artwork is flat and the faces overly simplified so as to mute expression, details of fashion and decor help to emphasize the setting. Most evocative is the frequent depiction of African Americans silently doing menial jobs while the discussion of their roles and rights happens around them. A variety of perspectives and concerns are expressed, and only Will's grandfather comes across as a straw man for racism. The debates have an easy, conversational flow, and what could be a staid reenactment of a civics lesson takes on the character of an actual event. There is a difficult balance required while creating composite characters to work alongside actual participants and not supplant their historical roles. The book ends up more about the issues than the event that inspired them.—Benjamin Russell, Belmont High School, NH
Copyright � Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.

About the Author
MARSHALL POE is a professor, writer, and consultant. After earning his Ph.D. at the University of California, Berkeley, he taught for a decade at Harvard University. He was then a writer and editor at "The Atlantic Monthly," where he focused on the Internet. He is currently an associate professor of history at the University of Iowa.

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0 of 0 people found the following review helpful.
Set up like a comic book
By Jawanda
For readers. Set up like a comic book.

1 of 1 people found the following review helpful.
Never forget!
By Just ask me!
This graphic novel, which is identified as a work of "historical fiction", reminds us of the personal risks taken by blacks and whites in the Southern US in order to integrate their schools. Brown vs. Board of Education is a fait accompli at the beginning of the book, and President Eisenhower finally demands that it be complied with by the end.

In between we have the opportunity to meet two families, one black, one white, whose sons become friends and are self-sacrificing enough to take the lead in the integration fight. In the process, we are reminded that there was no unanimity within the races: many whites favored integration, and many blacks resisted it. The story resonates with a more contemporary civil rights fight, that for gay rights, in that immigration opponents of both races find justification fir continued segregation in the Bible (without being able to cite anything, of course) and in what one character deems "God's will".

It is unfortunate that except for NAACP leader Daisy Bates, it is women who stand back while the men take charge, on both sides. This may well reflect the typical family structure of the day, but these are fictional characters, so it really wasn't required to tell the story.

What is most disturbing about this book is that, despite its subject--the effort to obtain quality education for all--a book stated as being for middle schoolers is in the graphic novel format, as if nothing but a comic could hold their interest.

0 of 0 people found the following review helpful.
5+ Star Graphical Look at One of Educations Defining Moments
By Deltareviewer
William and Thomas have several things in common - they love teasing their baby sisters, enjoy playing baseball, and will attend the same high school. However, they have a major difference - William is white and Thomas is black. They want to be friends but the integration of Central High has tensions running high. It was during an after school altercation that William and Thomas see their friendship means more than anything else. William risks everything to come to the aid of Thomas and in doing so they educate themselves, their family and the kids that know them. Integration was difficult but cultural understanding is done one family at a time.

I was totally blown away by this book. Now don't get me wrong, I read as many children's books as others because I'm a mother of two elementary students. But this book transformed a historical moment into a moving graphical novel. The graphics (much like a comic strip) gives added dimension to the historical nature of the story. My kids were totally engrossed in the story and they LOVED it. They found something different to talk about in every frame (faces, facts, figures, family, and friends). The story was familiar to them because we visited Central High on one of our family vacations and this book was right on track. I know what I will be giving for gifts over the next year, copies of LITTLE ROCK NINE, for all the children that I know.

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Rosh Sillars shares his professional insights and experience to support you in becoming a photographer.

One Hour Photographer delivers the foundation of what you need to know to become an excellent photographer and build your own successful photography business.

The book covers:

Your vision
Composition
Lighting
Equipment
Business
Marketing
And much more.

Why is this book called One Hour Photographer? because the book is designed to be read in one hour.

• Sales Rank: #1547762 in eBooks
• Published on: 2012-04-01
• Released on: 2012-04-01
• Format: Kindle eBook

About the Author
Rosh Sillars is a veteran photographer with a photojournalism background specializing in people, food and interiors. He earned his BFA in photography at the College of Creative Studies (CCS), Detroit. �Rosh offers his services to traditional media, digital media and corporate clients. �He owns the creative representation firm The Rosh Group, Inc. and teaches at two universities.� Sillars serves as a marketing and social media consultant for the Digital Marketing firm Synectics Media.

Rosh started his first podcast (audio over the internet) in 1999 on business tips hosted by the Rosh.com web site. His first social media business relationship began in 1997. �Sillars co-hosted the prosperous artists podcast and blog with writer Dean Ladouceur beginning March of 2007.� Rosh combined his two passions new media and photography to host�NewMediaphotographer.com (June 2008- Sept 2011).� He continues to podcast at roshsillars.com and thedrivenbusiness.com. Other related projects include Citynet Magazine (print and online magazine 2000-2001) and mysuccessradio.com (Internet audio portal 2003-2004). He is the coauthor of the book The Linked Photographers guide to marketing and social media Published by Cengage Learning May 2010 and author of One Hour Photographer.

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1 of 1 people found the following review helpful.
solid basic information for aspiring professional photographer
By RobvE
One-Hour Photographer is a quick and easy read (one-hour..) for the aspiring professional photographer, that wants to understand the basics/foundation of what it takes to eventually own a successful photography business.

It touches on the photography basics, equipment, composition, lighting, the overall industry, presentation, best practices, business, marketing and social media.
Mixed in with the overall basic information, the author shares some of his business and marketing insights.
I enjoyed learning about the per-image pricing and to think about so-called Combination Code, that extra quality besides the photography core, that makes you stand out from the competition.

As a deliberate choice it has no photographs, charts or illustrations, which is somewhat unusual for a photography related book.
I personally would not mind to see some of Rosh Sillars work inserted as part of a future edition of this book.

1 of 1 people found the following review helpful.
Great, down to eath advice
By ChrisMHorner
In 14 chapters, Rosh covers all aspects of photography, from the equipment side all the way through all business aspects as well. For anyone thinking of taking the plunge into the photography business, Rosh has shared some excellent insights to help someone be successful. Rosh's methods are tried and true and from his own successful experience in the photography business. He finishes the book with a series of assignments that will help you hone your photography and business skills. Easily worth more than his modest asking price and highly recommended.

0 of 0 people found the following review helpful.
Practical Advice for New Photographers
By M. Kennamer
One Hour Photographer by Rosh Sillars is a book that can be read in about an hour. I read about half of it one night and the other half another night. The good thing about the book is that it is written in such a practical manner so that you can select any one chapter to read and pull out of it some practical advice. I also recommend that you read it with a note pad nearby because you will want to make notes regarding strategies you will want to implement.

The content of the book is not earth shattering, but it is practical advice and there is so much crammed into just a few pages. I especially like the last part, which gives you a list of assignments to improve both your photography and your business skills.

Having this book is like having Rosh Sillars sitting over your shoulder giving you simple instructions and strategies to implement. I highly recommend it.

@manualdslr

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• Published on: 2002
• Binding: Hardcover
• 324 pages

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• Sales Rank: #2504601 in Books
• Brand: Brand: Chelsea House Pub (L)
• Published on: 2008-04-01
• Original language: English
• Number of items: 1
• Dimensions: 9.26" h x .47" w x 7.29" l, .92 pounds
• Binding: Library Binding
• 105 pages

Features

• Used Book in Good Condition

About the Author
Julie McDowell is a science and health care journalist based in Washington, DC.

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• We need an apology, and the person who has harmed us won't apologize or be accountable.
• We don't know how to take a conversation to the next level when we feel desperate.
• We feel worn down by the other person's criticism, negativity, or irresponsible behavior.
• We have been rejected or cut off, and the other person won't show up for the conversation.
• We are struggling with staying or leaving, and we don't know our "bottom line."
• We are convinced that we've tried everything -- and nothing changes.

Filled with compelling personal stories and case examples, Lerner outlines bold new "voice lessons" that show us how to speak with honor and personal integrity, even when the other person behaves badly.

Whether we're dealing with a partner, parent, sister, or best friend, The Dance of Connection teaches us how to navigate our most important relationships with clarity, courage, and joyous conviction.

• Sales Rank: #25117 in Books
• Color: White
• Brand: Lerner, Harriet Goldhor
• Published on: 2002-08-06
• Released on: 2002-08-06
• Original language: English
• Number of items: 1
• Dimensions: 8.00" h x .61" w x 5.31" l, .43 pounds
• Binding: Paperback
• 272 pages

From Publishers Weekly
Psychotherapist and bestselling author Lerner has been teaching readers how to "dance" with difficult relationship issues throughout the past decade, and remains one of the most helpful writers on the topic. With her familiar mix of conversational language and profound empathy for people (primarily women) who are struggling with the most important relationships in their lives, she now tackles the verbal challenges of life's most painful conversations. Far from trite "communication skills" or "assertiveness training," her book offers lucid and concrete guidance on how to speak out in a wide variety of problem situations (e.g., when a wife suspects her husband is having an affair with a co-worker, or when friends jeopardize their relationship by becoming roommates). Lerner moves smoothly through the common obstacles to understanding how we feel, how we want to express ourselves and what we want to accomplish by talking about our feelings. Recognizing that "your brain will turn to mush" when trying to explain yourself in an emotional state, she offers practical advice on sharing vulnerability; voicing concerns, complaints or requests; apologizing; listening and setting limits on how much one is willing to listen to others' complaints and negativity. Accepting that we can never guarantee that others will hear us or respond as we'd like, Lerner focuses on the authentic expression of self, "maximiz[ing] the chance of being heard" and keeping the connection open, despite complex emotions, misunderstandings and silences. (Sept. 1)Forecast: The popularity of The Dance of Anger, The Dance of Intimacy, The Dance of Deception and The Mother Dance virtually assures an eager audience for Lerner's new work. She has recently added children's books to her repertoire (Franny B. Kranny, There's a Bird in Your Hair, PW, May 21), which may expand her readership even further.

Copyright 2001 Cahners Business Information, Inc.

From Library Journal
From a famed psychologist, author of the best-selling The Dance of Anger: how to talk when the talking is tough.
Copyright 2001 Reed Business Information, Inc.

Review
"Lerner's mass appeal results in.accessible and well-organized work that.belongs in all libraries Highly recommended." (Library Journal )

"I love Hariet Lerner's work." (-Anne Lamott, author of Traveling Mercies )

Most helpful customer reviews

183 of 187 people found the following review helpful.
Lighten Up, Reach Out in New Ways and Be True to Yourself!
By Donald Mitchell
In a moment when we feel safe, loved, comfortable, and relaxed, most people can communicate quite well and strengthen relationships. Catch us off guard with a terrible blow from someone close, and our knees may jerk so hard that they hit us in the jaw. We may say and do things that damage or destroy relationships. What can we do instead of these harmful reactions? How can we repair things once the damage has been done?
While many authors have written fine books about building and maintaining good and deteriorating relationships, this book has taken on all of the tough issues as its focus. You think your spouse is cheating with someone else. Your child won't speak to you. Your husband has taken liberties with your daughter. Your best friend says she or he never wants to see you again. There's a terrible family crisis and the other person cuts you off.
Dr. Lerner draws on her personal experiences as well as case histories from her practice as a psychotherapist to give you answers. In doing so, she doesn't promise solutions will follow. But you can be sure that you will have done a great deal to try to help the situation.
The book starts with the contrast of adult behavior to how children behave. Two children become angry in a sandbox, but five minutes later are quietly playing together again. "They choose happiness over righteousness." Adults usually do the opposite.
The essence of the book is to encourage you to figure out what you need to have from a relationship, and to communicate those needs, while finding out the same from the other person. In that simple statement, the book's concept is very much like the better negotiating books (such as Getting to Yes). Naturally, this advice is a lot harder to follow when your most intimate and closest relationships are involved. So you need someone to talk it over with. You can also use this book as a source of coaching for most of the tough personal situations you may find yourself in. While reading this book, you will get more from it if you keep an open mind about the specifics of the advice being presented.
The overriding point Dr. Lerner is making is that the other person may be in the wrong, but if you make him or her feel unhappy all of the time about it, you may lose the relationship. If the relationship is important to you, you may win the battle and lose the war.
There is a lot of judgmental advice in here about when to be silent, when to speak, and how much to say and in what ways. In different families and with different cultures, these rules will be quite different and Dr. Lerner makes that point explicit. You have to decide how you want to respond. That's what's important.
Although this book will seem like a natural to many women, I think most men will benefit as well. The examples go from the perspectives of both sexes, and men will get many valuable ideas for constructive ways to deal with conflict and issues. In my case, I find myself spending a lot of time listening to other people unburden themselves. Sometimes, this gets to be more than I am comfortable with. The book provided me with some valuable ideas for drawing limits to how many times I have to listen to the same complaint while still expressing my desire to support and be there for the other person.
I thought that the best parts of the book were the concepts of asking questions to find out more about what and why the other person is feelings the way she or he is, and providing the kinds of support that will make others realize that we care about them. Both are enriching and rewarding things to do.
Knowing that some people have trouble apologizing, I thought that the book was realistic to point out that in some relationships you are not going to get apologies. You should face up to that and decide how you feel about it.
After you finish reading and thinking about this excellent book, I hope you will drop a note, call, talk to, or give a hug to each person you care about in the next 24 hours. If you find that rewarding, pick a regular day in your schedule to repeat the process. As many people report, sometimes the best way to get more love . . . is to give more first!
Find the silver lining, even during the storms of your relationships, by learning how to become closer and more in tune!

0 of 0 people found the following review helpful.
Couldn't Pick It Up
By SD
I couldn't get through it. I read about 50 pages and it annoyed me way too much about how she talked about her personal life. I normally like when authors talk about their personal experience but she didn't bring in enough about other people. Her thought process is flawed. It's a very self centered method of connecting with others which will not really connect you with others. Connecting with others is about them, not you. Maybe if I read it further I wouldn't think this way, but I just thought my reading time would be spent better with other books.

Product came in a timely manner and was as it described.

12 of 12 people found the following review helpful.
I loved this
By Jennifer Saunders
What I love about Harriet Lerner's books is that you really feel as if she has been there too. One doesn't get a sense of psychologist/therapist superiority which I find infuriating. This book is very practical and sensible - so many books with this sort of title might tell you about starting senses with "I" - you know "I feel bad when you do....." which is all very well but what about when you just lose it?? Harriet's books cut that crap and tell you how to deal with how YOU"RE feeling, not how the listener will. One of the most valuable tips I have learned anywhere was from this book. She says that one of the reasons we don't confront our mothers or older sisters or whoever is being vile to us is not to save ourselves getting upset (which is always my official excuse) but to save THEM getting upset. Enablers to the death. We feel responsible for hurting other people - shame they never do! That was real enlightenment! I'm on new book alert for Harriet Lerner!

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[W419.Ebook] Free PDF The DNA of Customer Experience: How Emotions Drive Value, by C. Shaw

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As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.

• Sales Rank: #682853 in Books
• Published on: 2007-06-15
• Released on: 2007-07-10
• Original language: English
• Number of items: 1
• Dimensions: 9.49" h x .70" w x 6.38" l, .99 pounds
• Binding: Hardcover
• 186 pages

Review

'We have used Colin's principles to guide our thinking on how to create a great experience for Harley-Davidson customers. This book takes the thinking on the Customer Experience to the next level. Read it; learn from it, do it!' - Steve Phillips - Vice President - Quality, Reliability& Technical Service. Harley- Davidson Motor Company

'At The Ritz-Carlton we are focused on enhancing the overall experience for our guests which ultimately results in creating Ritz-Carlton ambassadors for life. To do this we strive to remain relevant and up to date on the latest thinking. We have always been great supporters of Colin's thinking on Customer Experience. His insights are extremely valuable and the advice in this book is no exception.' - Diana Oreck - Vice President, Global Learning and Leadership Center Ritz Carlton.

'Learning how you can make significant new profits by evoking customer emotions is something that all CEO's should be paying attention too. Now supported by thought-leading research, backed by leading academics, Colin Shaw shows how this can be achieved in his new book. Through an exhaustive and detailed research and practical work with many clients he can now prove how emotions drive and destroy value and how they can increase or decrease your Net Promoter� score.' - Chuck Kavitsky - President of Allianz of America

'Customer Experience Management is a revolution that has swept the business world in the last few years. Yet, as Colin Shaw shows us, too often we may neglect understanding how our Customers truly feel towards us. Quantifying customer feelings is a breakthrough concept that puts monetary value on this emotional signature - and can help transform the relationship a business has with its customers!' - Barry Herstein - Chief Marketing Officer. American Express International

'All business leaders should read this book. For too long firms have ignored the emotional impact of their actions and failed to measure how customers feel. Well no more...in this thought leading book, Colin outlines how you can measure the emotional impact of the Customer Experience and use this to impact your bottom line.' - Txemaa Arnedo - World Wide Small Business& MidMarket Customer Experience Director. Microsoft Corporation

'Once again Colin Shaw shows us the future. As with 'Building Great Customer Experiences' and 'Revolutionize your Customer Experience', ' the DNA of the Customer Experience' develops and grows our knowledge of Customer Experience Management further and at the same time introduces a practical and revolutionary technique to get value from it.' - Simon Fox - Chief Executive. HMV Group Plc.

'The Customer Experience revolution continues as Colin Shaw and his new book again pushes the boundaries of our understanding. Using case studies and leading business research Colin demonstrates the true value of emotions against the bottom-line. This book pulls no punches. It tells you how much you can lose or gain in revenue by evoking the right emotions in your customers.' - Stuart Roberts - Customer Services Director. Barclaycard.

'Thought-leadership at its best. The DNA of the Customer Experience gets to the real heart of what it is that makes Customer Experience Management so valuable as a means to increased profitability and differentiation in the over commoditized world we live in today.' - Rhonda Dishongh - Director, Customer Experience. Memorial Hermann Hospital System

'Truly excellent thought leadership. This book builds on the previous two and deals directly with the core issue that many executives struggle with, Intuitively I believe it but how can I make a compelling business case to convince others and justify the investment? Essential reading for all those committed to created great customer experiences in their organisations.' - Gary Price - Director of Customer Experience Implementation. Norwich Union

'...this is a very well-researched, well-written book with a strong message that customers do create value both short and long term, a fact that is too often neglected by marketing managers.' - Derek Holder, Journal of Direct, Data and Digital Marketing Practice

'Colin Shaw has written an easy-to-read, logical and very applicable book. It is laced with examples that complement the numerous brief summary checklists of what to do, and what to avoid, in dealing with customers.' Spike Cramphorn, International Journal of Advertising

'Measuring the customer experience is an important field of market research Researchers working in this field - either in client or agency roles should find some food for thought in this book.' - Peter Mouncey, International Journal of Market Research

About the Author
COLIN SHAW is author of two best selling books 'Building Great Customer Experiences'and 'Revolutionise your Customer Experience. He is the Founder and CEO of Beyond Philosophy, the worlds leading thought leader in the Customer Experience. They provide Strategic Guidance, Market Research and Education services from their offices in London, England and Atlanta, USA. Beyond Philosophy™ boasts a number of the worlds largest organisations as clients including Microsoft, T-Mobile, FedEx, IBM and Her Majesty's Cabinet office to name a few.

Due to his expertise Colin has appeared many times on CNN, BBC TV, Sky News & various Radio stations. He has also appeared in most of the National Press in the UK and many other trade publications. He is a sought-after and accomplished speaker, delivering key note speeches around the globe, and is a member of both the International Federation for Professional Speakers and the UK Professional Speakers Association.
www.beyondphilosophy.com

Most helpful customer reviews

4 of 5 people found the following review helpful.
I liked what this book had to say, but disliked the metaphor of the title
By Craig Matteson
This book talks about the importance of creating a Customer Experience in very interesting and helpful ways. For example, Colin Shaw notes that each company has a unique Emotional Signature(tm), that is, the pattern of emotions your company and products create in the customer. Shaw notes that there are four clusters of emotions that are statistically significant in creating loyal customers. The author notes that his research shows that 50% of a customer's purchase experience is emotional. Other people claim that people purchase based on their emotions and use reason to justify their purchase. Whatever the fraction and balance of emotion and reasons, it is to your benefit to manage the emotions your customers feel as they walk in your door and after they take your product home.

Oh, and by the way, it is very important that you understand your customer segments, why they come to your store, and what they are using your products to get done. That way you can prepare the experience to handle them as they walk in the door rather than making them seek you out to get them what they think they want. You have a golden opportunity to show them you not only understand them, but have expertise in what they are trying to get done. This way you can not only push them to a higher emotional cluster, but possibly sell them additional items that improve their experience.

The first cluster includes the Value Destroying emotions. You drive customers away and prevent others from ever becoming customers when your policies, procedures, and staff make them feel stressed, neglected, unsatisfied, frustrated, disappointed, unhappy, hurried, and/or irritated. It may seem obvious to you that you don't want these emotions being caused in your customers. However, this doesn't mean you aren't doing it. One valuable exercise is to use your company as a regular customer would and see how it really works. You might be shocked. Another is to actually read your customer mail and talk to real customers about how your company makes them feel. It is probably a very different picture than the one you currently hold in your mind.

There are three clusters of positive emotions, the Attention, Recommendation, and Advocacy clusters. While they are separate statistically, it is hard to imagine that you can actually get to the level of advocacy without passing through and maintaining the attention and recommendation emotions in your customers.

The Attention emotions are also the ones most directly related to short term spending by your customers. If you want them to buy today make them feel stimulated, interested, exploratory, energetic, and indulgent. Makes sense right? These are also the emotions most closely associated with store openings and product launches. However, the effect is also short term. You must work harder to maintain these emotions as time goes on and be ready to cycle through other new products to keep the attention of your customers.

When you help your customers feel the emotions in the Recommendation cluster you are laying the foundation of customer loyalty. They are willing to talk about your company and its products when your friends ask them for a advice and recommendations. If your customers are doing this for you, it is because you make them feel valued, cared for, trusted, focused, and safe. Good going!

The customers who feel the Advocacy emotions (and there are only two) will actively promote you because you have made them feel happy and pleased. Happiness is a peak emotion that causes memories and when people have happy memories they treasure the places and people that were a part of it. They even want to take pictures. The author asks if your customers want to take pictures of their experiences with your company. It is a telling point, I think.

The author also talks about the Net Promoter Score. You ask customers to mark a scale from zero (not at all likely) to ten (very likely) in response to the question "how likely are you to recommend (place your company, a product, or the experience they had with you here) to a friend? Then, total ALL the responses. Then figure the percent of the responses of one through six and write this down. Ignore the responses of seven and eight. Then calculate the percentage of total responses that were marked nine or ten. You get the Net Promoter Score by subtracting the percentage of scores marked 1 to 6 from the percentage of scores 9 and 10. This is your advocacy score and you want to get that number as high as you can.

Obviously, I can't go through the whole book. I think its points are good. However, I do NOT like the metaphor of DNA. It is all wrong for what they are talking about. When you read the talk about spreading the DNA to others and similar comments, the author seems to be talking about a virus or some such, but never using the metaphor for what DNA really is. However, customer virus is an unattractive metaphor. But this is a small complaint. This is a good book on an important topic.

Reviewed by Craig Matteson, Ann Arbor, MI

1 of 1 people found the following review helpful.
This book is heavy on the theoretical but falls short in specific tools for application to a company
By Michael Ruckman
The book suggests several methods of measuring how customers feel about your company or product through use of the Net Promoter Score and citing how KPIs are also useful. It is also full of diagrams and charts which put the principles of customer experience (emotions of the four clusters) and customer progression from the attention stage to the advocate stage into perspective.
Shaw advances the understanding of customer experience through theory and many relevant case studies and examples, with lots of diagrams to put it into perspective. The book adds to the body of knowledge about customer experience, developing a structure of 4 clusters of emotions and suggestions of ways to measure the strength of a company's or product's "emotional signature" through the NPS and examples of revenue generated.

2 of 3 people found the following review helpful.
A new slant for marketing
By Cow Town Girl
If nothing else, this book is fascinating. Colin Shaw has disected transactions into measurable steps based on the emotions agents evoke during an experience. He uses examples that anyone can relate to, such as going out to dinner, breaks the experience into steps in charts and graphs them. He makes measuring an experience as scientific as anything about emotions could possibly be.

At the surface, when he started talking about planned emotional responses during customer interactions, I though his ideas seemed manipulative but reading on, I got it. Customer interactions have a sequence that at any point breaks down into a good or bad emotional experience. Managers who need to train workers to make customers happy now have a step by step method to show where any breakdown in the process may occur so they can fix it.

I have all three of Colin Shaw's experience books. They are all different and I recommend them all. Customer experience is the next wave in marketing. There is nothing new in the idea of making customers feel happy, but this book is a fresh look with a new angle.

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