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A Tale of the Curious Cookbook

Boone Walton has tried hard to create some distance between himself and his past. He's invested in his new life, his New Orleans art gallery, and his friendship with Scott Wren. Things finally seem to be settling down to normal, and Boone couldn’t be happier.

Chef Scott Wren wants much more than normal with Boone. He wants to raise things to the next level, but Boone is terrified—and not because of the ghost in Scott’s apartment or Scott’s relatives. No, Boone's past is about to pay him a visit, and the only thing that can get between Boone, Scott, and a hinky recipe for chocolate mousse found in a curious cookbook is the river of pain Boone had to swim across to get to this side of The Big Easy. There’s a secret behind the ingredients, though—one that might reveal the trust and love that have been missing from Boone’s life.

• Sales Rank: #195841 in eBooks
• Published on: 2015-04-29
• Released on: 2015-04-29
• Format: Kindle eBook

Most helpful customer reviews

1 of 1 people found the following review helpful.
Loved the book, loved the narration!
By Sinfully
4.5 Stars. AUDIO REVIEW.

I have loved every story so far in this series and this one was just the cherry on the cake. No, the cake was not from Granny B - lol! Going by the title then you usually have your dessert last, so i decided to keep this book until last. This one is a beautiful story that deals with unrequited love and how with the intervention of a sneaky dessert from Granny B’s cookbook all dreams come true.

Boone is an interior designer with an art gallery and this is how he meets Scott, a chef and restaurant owner, while Scott is looking around his gallery. the attraction is there immediately but it most definitely isn’t instalove as Boone plays his cards very close to his chest and Scott reads the signals all wrong. I just love these stories that are based on getting the signals and signs all wrong and then getting things sorted which is exactly what Granny B’s chocolate mousse dessert is designed to do.

Scott is looking for the one partner and although he seems to appear to be in and out of relationships it’s really only because of his trusting and loving nature. You could say a little gullible but he is the type of person who always tries to see the good in everyone and then ends up disappointed when things don’t turn out the way he would like. Boone is his exact polar opposite. Reserved, a little cynical and suspicious of anyone’s motives, he is just down for the one night stands for physical relief and no emotional attachment. However, we get the vibes early on that Boone has a past, a past that stops him from forming any kind of relationship on an emotional level has he is afraid of getting hurt.

He has a past and when his past does catch up with him we learn why he has been the way he is. OMG! I was once again reduced to tears. Seriously, what it is with this collection of stories and authors? Anyway, Boone is a man that had a great love but lost it all. This is why he is so afraid of loving again as he doesn’t want that hurt. A man that has had to start over again from nothing and worked hard to build up what he has achieved today. They say it is better to have loved and lost than never to have loved at all and this is so true for Boone. So Scott and Boone remain “friends” believing” that they rather have the friendship as to take the next step. As friends they are made for each other, but Boone denies himself that he is in love even though all his friends can see it is as plain as the nose on his face. However, he first needs to put the ghosts of his past at peace. The only thing is he is missing out on any happiness that someone could give him.

So this is where Granny B’s dessert for sorting comes into action. Again I just loved the way that The Curious Cookbook arrives on the scene and works its magic with Boone and Scott. The situation between them seriously need sorting or more’s to the point give them both a wake up call. So dangerous desserts or just desserts, Granny B’s chocolate mousse recipe was exactly what was needed!

So this collection of stories for me represent some of the finest authors in M/M romance and couldn’t have been better. Loved all audiobooks and a great collection to have.

NARRATION

Again Dreamspinner Press have chosen a great selection of narrators for this series and Greg Tremblay was by now mean an exception. His voice felt comfortable on the ears from the very beginning, his voice characterisations perfect and even his Japanese sounded at lest to my ears convincing. Not that I would be able to tell the difference anyway. Will have to leave that assessment to a Japanese native speaker – lol! Why Japanese? Well, you’ll have to listen to the book and find out about Boone’s history. SO all in all loved the books, loved the narrations.

1 of 1 people found the following review helpful.
Another feel-good erotic romance from Mary Calmes hits the spot!
By eureka1
Mary Calmes is a go-to author (maybe the go-to author) when I want a satisfying, low-angst M/M romance with a guaranteed HEA. No syrupy sweetness, but a story that pulls me in and won’t let go, even after I reach the end. “Just Desserts” met those requirements perfectly.

As usual, the MCs (Scott Wren, chef extraordinaire and restauranteur; and Boone Walton, art gallery owner and peerless interior designer) are good guys: gorgeous, likable (even by ghosts), and ready to overcome obstacles to be together. And, of course, there’s hot sex!

Favorite concepts: tattoos as memorials; love is magic. Additionally: reconciliation; family.

Favorite quote: “…friends were important because you chose them to take part in your life.”

Mary Calmes’ clear, well-edited romances are a pleasure to read. The flow is not interrupted by writing errors and the timelines are consistent. “Just Desserts” lives up to her usual standards.

Warning--spoilers below:

Aw moment: Magical chocolate mousse aside, Boone and Scott are meant to be together. They’re “already sorted”.

“Just Desserts” has a Japanese connection and explores (a bit) the acceptance of M/M relationships in Japanese culture. (“Blue Days”, a recent Calmes’ novella, also touched on this theme.)

If you liked this story, I recommend anything Calmes. If you’d like another stand-alone novella, try “Steamroller”. The first Calmes’ story I read was “All Kinds of Tied Down” (Five stars worth of fantastic!). I keep hoping for another novel in the Marshals’ series and, of course, another Jory and Sam novella or short story. I read M/M romance from contemporary to historical to fantasy and sci-fi. I recently savored the latest novel in Jordan L. Hawk’s Whyborne & Griffin series. If you like M/M history and fantasy woven together, check out the series, starting with “Widdershins” (beyond five stars).

Questions and Quibbles:
--Why was it easier for Boone to speak English than Japanese? He had moved to Japan with his mother when he was three years old to join his mother’s Japanese yakuza lover. I’d think Boone would speak Japanese and English equally fluently.

--Why does Haru have a church service? Wouldn’t a Yakuza boss likely be Buddhist (whether practicing or not) with a temple service?

--I’d like a little history as to how and where Masuya Fudo met Boone’s mother. The reader guesses she must have been passionately in love with him, but it’s a big step to being the hidden mistress of a crime lord. Quite the lifestyle in which to raise her son.

--It’s a bit odd that Boone would have no clue as to his father’s identity. Was his father such an awful man that his mother wouldn’t reveal his identity? Artificial insemination?

0 of 0 people found the following review helpful.
Review by Sandra
By Hearts On Fire Reviews
Mary and I have a tumultuous relationship. I tend to have difficulty relating to her characters and I think her books go on a bit long for me. But I absolutely adored this! I think it's the perfect length Mary Calmes book for me at a little over 100 pages because it really forces her to pare down to the nitty gritty of the story, yet allows room for a full and satisfying friends-to-lovers with an emotional and integral history.

The first half focuses on Boon and his unrequited love for his BFF of 2 years, Scott. It's sweet and a bit sad, because obviously we know Scott would be all for it it Boon would only grow a set and tell Scott how he feels! There is alluding to a lost love of Boon's and a dark past, yet not much is revealed. We get a fabulous meltdown from Scott about halfway through and some super satisfying HFN/HEA business. It could have ended there and been a solid 4 star, but thank goodness Ms. Calmes doesn't take my advice, because the second half is even better!

After Scott's amazing explanation of Boon's unknown-to-him psychosis regarding letting himself love again, and getting the yummy feels, I was a happy camper. But I like seeing the after also. I loved how Scott took control and informed Boon how things were gonna be. I like that it wasn't just the couple in the end, but friends and family and lovers together, because that's what we all want. And I was glad that we got all of Boon's background sorted. That was good closure without being tied-with-a-bow perfect, and that gift had me crying.
I thought that Greg Tremblay did a wonderful job with the narration. He has a very nice and soothing voice, so it is generally enjoyable to listen to. The appropriate emotion was injected when necessary, although Scott's sex voice was very on the breathy side. But he also did an amazing job with the Japanese, or so I thought.

I've listened to several books from this collection, and think that it lends itself very well to audio book, due to both the length and the subject (light, whimsical, and sweet love stories). But this was actually tied with Amy Lane's Food For Thought as my favorite so far. The recipe book played an important role without taking over the story, and I loved the addition of the allusive yet friendly ghost, Florence. The love story was beautiful and complex, and I kind of need a follow up from these guys.

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[T106.Ebook] Free PDF Magic, Mystery and Mirth: A Collection of Fanciful Short Stories, by Lindsay Schopfer

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Join fantasy author Lindsay Schopfer as he shares eight short tales of adventure and imagination, including…

A genie taken to court for giving bad wishes
A Strange Tales-inspired look at technology in modern society
A reimagining of the banshee myth
A steampunk tale of dirigibles and magic
A sword and sorcery spoof staring a burly wizard, a tall skinny dwarf, a toy dragon breeder, and a tailor
… and more.

Also included is a special sneak peak of Into the North, the upcoming sequel to the steampunk adventure novel The Beast Hunter.

• Sales Rank: #1372841 in eBooks
• Published on: 2016-01-12
• Released on: 2016-01-12
• Format: Kindle eBook

About the Author
Lindsay Schopfer is the fantasy and steampunk author of Lost Under Two Moons and The Beast Hunter, as well as the short story collection Magic, Mystery and Mirth. When he isn’t writing, Lindsay is a writing coach and instructor for Adventures In Writing, where he helps writers learn about and improve their craft. His workshops and panels have been featured in a variety of Cons and writing conferences across the Pacific Northwest, and he is a member of the Northwest Independent Editors Guild. He is also a mentor for Educurious, a Gates Foundation-funded program designed to connect high school students with professional writers.

Most helpful customer reviews

1 of 1 people found the following review helpful.
This collection of short stories is a great read. The cover is one of the colorful and creative covers of the year.
By Connie J. Jasperson
Let's face it--I love short story collections. Some of the best, most enduring works of fiction arrive in the form of the short story, and there are a couple of real jewels in this book.

The book opens with "Sharp Sword Dull Sword." This particular tale was inspired by being told a contest he was thinking about entering did NOT want any tales involving talking swords. What emerged from his rebellion is a witty little send-up of every D&D game ever played. If you are looking for snark, this tale is just what you ordered!

My personal favorite in this volume is "Disconnected." In this tale, Schopfer voyages into literary, cerebral science fiction, and does it well. This is a thinking person's tale, and was rightfully selected as a finalist in PNWA's annual literary contest. In this tale he explores the place where modern technology and modern society merge.

As a bonus, he gives us a preview of "Into the North," the sequel to "The Beast Hunter." All the common sense and cold perseverance that Kelton Moore displayed in The Beast Hunter is back in full force in this snippet.

I highly recommend this to everyone who enjoys good speculative fiction.

1 of 1 people found the following review helpful.
... some of the scenes from his other books were funny they were not really funny books and humor can ...
By Jerry Staton
When I first heard about this book I admit I was a little nervous as while some of the scenes from his other books were funny they were not really funny books and humor can be very subjective. I am happy to say that I was very surprised that this was an excellent book and Mr Schopfer shows again the breath of his writing abilities. As a fantasy type guy I enjoyed the stories with a fantasy background but was even more surprised about how much I enjoyed the other stories (If you can read Lumpy without laughing out loud you need to have your soul checked :-) ) Overall if you want a great short story read this is a book for you. I also think it would be a true crime if some of the stories like taking a dijin to court are not expanded into their own book of short stories

0 of 0 people found the following review helpful.
This is a great mix of short stories that will keep you entertained ...
By Randmh
This is a great mix of short stories that will keep you entertained and wanting more. Like the title says this collection has many different kinds of stories that hit several different favorite genres of mine. I don't want to spoil the stories but they are varied from a genie in a courtroom, to a story about a group of shouldn't be adventurous. Like Schopfer's other titles these short stories have great characters that come to life and his writing is entertaining and easy to read. This collection is also a great look at where Lindsay has come from as a writer and what influences his other writings. If you haven't read Lindsay before this is a great starting point before you get into his other novels.

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History with twice the nasty bits! Want to know: How sniffing your own pee could save your life in the First World War? Why wearing white knickers could get you killed in the Second World War? How a pair of old socks gave away top secrets? The Frightful First World War tells you all the horrors and hardships of the war that was meant to last four months ...but ground on for four grim years. The Woeful Second World War gives you the dire details about the worst war ever - from snow-bound cities under siege to fly-infested jungle trenches. Read on for curious quizzes, rotten recipes, gruesome games and terrible tests ...for your teacher! History has never been so horrible!

• Sales Rank: #984002 in Books
• Published on: 2003-09-19
• Ingredients: Example Ingredients
• Original language: English
• Number of items: 1
• Dimensions: 7.80" h x .67" w x 5.08" l,
• Binding: Paperback
• 256 pages

Most helpful customer reviews

9 of 10 people found the following review helpful.
Fun for kids and adults
By Krit
I've read many of the books in this series and all are fun and enjoyable, especially the ones by Terry Deary. They give a basic overview of historical events or eras as well as some of the lesser known and usually grosser details. They also show kids how it may have felt to live through those specific times. They are written in a humourous light which will be quite appealing to the average 10 year old kid. I wish these books were around when I was a kid.

7 of 8 people found the following review helpful.
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By A Customer
This was a really great book. I had to read it in schol and i loved it. I HATE history and this boook made

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0 of 0 people found the following review helpful.
Excellent book
By Frodo B.
My teenage brother studies World Wars I and II for pleasure, so I gave him this book. He reads it a lot, as does my pre-teen brother. In fact, he probably reads it as much or more than his other favorite book, a book of studies on World War II battles. Definitely worth getting!

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Provides a practical coverage of mathematics and its application in the world of electronics. This book includes a chapter called 'Opening Scenario' that demonstrates the tie-out between the chapter topic and applications on the job. Over 500 new Word Problems help develop quantitative reasoning and problem-solving skills.

• Sales Rank: #989000 in Books
• Published on: 2005-07-23
• Ingredients: Example Ingredients
• Original language: English
• Number of items: 1
• Dimensions: 10.60" h x 1.60" w x 8.30" l, 3.68 pounds
• Binding: Paperback
• 736 pages

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[O355.Ebook] Ebook Outside In: The Power of Putting Customers at the Center of Your Business, by Harley Manning, Kerry Bodine

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What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its growth potential? What surprising insights helped the Mayo Clinic better serve both doctors and patients?

The solution in each case was a focus on customer experience, the most powerful—and misunderstood—element of corporate strategy today.

Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew twenty-two percent.

In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage. But how to excel at it?

Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem—proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, lawyers, and programmers, as well as the policies, processes, and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.

• Sales Rank: #57457 in Books
• Published on: 2012-08-28
• Released on: 2012-08-28
• Original language: English
• Number of items: 1
• Dimensions: 9.00" h x 1.02" w x 6.00" l, 1.05 pounds
• Binding: Hardcover
• 272 pages

Review

"Why read Outside In? Because a focus on customer experience and an outside-in perspective are the cornerstones of business success. The strongest client relationships are built on trust, mutual respect, and really listening to each other. Those are the kinds of relationships that can last a lifetime."
— Vanguard Chairman and CEO Bill McNabb

"This eye-opener gives you a comprehensive, need-to-know look at how smart companies achieve sustainable success in dealing with customers.  Hint:  It involves the entire organization, not just those on the 'front lines.' The GPS-like guidance provided here is invaluable."
— Steve Forbes, Chairman and Editor-in-Chief, Forbes
 
"Enjoyable, Easy, Meets Needs. This is Manning and Bodine’s Customer experience pyramid, listed in order of importance for the customer. Yes, it’s hard to make the changes needed to deliver on these promises. But there is a simple first step: read this book.
— Don Norman, Nielsen Norman Group, author of Living with Complexity

"Manning and Bodine understand that a good customer experience is actually less expensive to provide than a poor one and customers will pay more for a good one than for a bad one. Nothing drives profitability like an excellent customer experience does."
— Dan Hesse, CEO, Sprint

"I define customer centricity as simply ‘the one who pays you money placed at the center of everything you do.’ If you buy that definition, then buy this book, for Manning and Bodine provide a blueprint for doing just that. Following its prescriptions will yield enjoyable experiences for your customers by understanding them — from the outside in."
—  B. Joseph Pine II, co-author, The Experience Economy and Infinite Possibility: Creating Customer Value on the Digital Frontier
 
"Looking forward, healthcare organizations need to make patient experience part of their strategic plans. It’s as important as quality and safety. Manning and Bodine show why creating a great experience is important for any organization, and how to drive the change needed to make it a reality."
— Delos “Toby” Cosgrove, MD, CEO, Cleveland Clinic

"Here at Virgin, our brand is all about a great customer experience. Outside In provides the discipline to turn that thinking into successful business practices."
— Paul Sands, Head of Customer Experience Management, Virgin Atlantic Airways

"Today’s consumer has more information and choices at their fingertips than ever before. The ability to deliver a fast, effective and trustworthy customer experience is often the difference between success and failure. OUTSIDE IN details the tangible disciplines a company can master in order to differentiate itself from the competition through the customer experience."
— Kathleen Murphy, President, Personal Investing, Fidelity Investments

"Here’s a simple recommendation: if you have customers, you should read this book."
—800-CEO-READ

"CIOs who want to travel down that path [of success] but need a bit of guidance should look at Outside In…By looking closely at the problems customers experienced that led them to call customer service, some of these companies either slashed costs by billions of dollars or generated billions in new revenue."
—The Wall Street Journal

From the Inside Flap
What simple innovation brought billions in new investments to Fidelity? What basic misunderstanding was preventing Office Depot from achieving its growth potential? What surprising insights helped the Mayo Clinic better serve both doctors and patients?

The solution in each case was a focus on customer experience, the most powerful—and misunderstood—element of corporate strategy today.

Customer experience is, quite simply, how your customers perceive their every interaction with your company. It’s a fundamental business driver. Here’s proof: over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew twenty-two percent.

In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage. But how to excel at it?

Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem—proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, lawyers, and programmers, as well as the policies, processes, and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.

From the Back Cover
BLURBS TK

Most helpful customer reviews

26 of 27 people found the following review helpful.
A good book providing all the tools to help you manage your side of the experience
By Mark P. McDonald
Outside In is a solid book on the increasingly important subject of the customer experience. Harley Manning and Kerry Bodine provide a comprehensive view of all of the major aspects related to the importance, design and creation of compelling customer experiences. Overall this book advances the state of customer experience strategy, processes and approaches. Recommended if you do not know what customer experience means or your current customer experience is in need of transformation.

The author's six disciplines of a mature customer experience organization provide a basis for thebook. Each discipline is its own chapter covering

Strategy
Customer understanding
Design
Measurement
Governance
Culture

These disciplines, coupled with a part 1 that discusses the need and financial implications of poor customer experiences constitute the bulk of the book. The book introduces a number of tools from a definition of the customer journey, to the idea of a customer experience pyramid, ecosystem and four adoption levels of customer experience practices. These tools cover the full lifecycle of a customer experience program.

Overall the book represents a solid and in depth addition to the discussion of customer experience, its importance and design. It's a solid book as it reflects an understanding that builds on and extends current practice. Its not a book that will redefine what customer experience means, but it will give people without a definition a powerful resource to move them forward.

Strengths

Frequent, personal and illustrative case stories, rather than case studies, that bring the book's concepts to life. These appear throughout the book and come from companies we all want to learn more about from Fidelity Investments, Best Buy, USAA, Jet Blue, etc. The authors use these stories effectively.

Advocating customer observation and inquiry, as a critical part of the customer experience process is spot on and often underappreciated in organizations. Too many people are too willing to accept what they think rather than to go out and see what is really going on.

The book is comprehensive with the appropriate level of detail to give executives an idea of what it takes to develop and execute a customer experience strategy. The six disciplines of a mature customer experience and the details are very helpful.

The book recognizes that the customer experience involves an ecosystem - it takes a village to have a good experience. This observation and the techniques discussed to define that ecosystem are strengths of the book.

Challenges

The book defines the customer experience as `how your customers perceive their interactions with your company.' This definition, while accurate, creates a bias toward customer experiences based on usability, being easy to do business with and focus on what the company does as determining the experience. It's a subtle point but limiting the experience to interactions with your company provides a thin ledge to support inside out thinking.

The customer journey used in the book is good. But this lifecycle predominantly focuses on marketing, selling and purchase events as opposed to taking a broader view of the customer experience.

Through the book, there is an assumption that internal integration is the primary cause of a poor customer experience. It is, but its not the only cause, nor is improving integration the primary answer.

Finally the book is process heavy discussing the various disciplines, practices and tools involved in executing a customer experience strategy. That is a good thing, but much of this process is less informed by technology, the challenges and innovations it brings to the experience equation. It's an omission that re-enforces current practice when it could push the customer experience frontier.

14 of 14 people found the following review helpful.
"Outside In" Provides Inside Road Map to Customer Experience Success
By Robert Adams
Outside In is a great book for businesses and other organizations who want to understand and utilize the power of customer experience. If your company has any kind of interaction (digital, over-the-phone, face-to-face, or otherwise), you will benefit from applying the principles it contains to your business.

But that's not why I bought the book. I've taking a different perspective, that of a non-profit volunteer leader who wants to provide great GUEST services to our "customers." From my viewpoint, Outside In is an excellent guide to first introducing, and then providing a road map, for organizations who want to focus on providing a WOW! Guest experience program.

As a student of Guest Experiences, I was well aware of the book before its publication, reading a sample chapter and following the discussion by its authors Harley Manning and Kerry Bodine on the Forrester blog. I pre-ordered it from Amazon, and was delighted when it showed up one day after the book's release. After skimming the contents, I promptly canceled the rest of my day's appointments and read the book through.

I won't duplicate the table of contents here - that's what "Look Inside" is for. I'll just say that after one reading, I've began to go back through with a pen and highlighter. The book is marked up, notes are in the margin, and it looks like a highlighter has run wild.

It's that good - and a practical tool for your use.

I will be using this in my own organization, putting it to use in a consulting role, and referring it to all my clients. Want to understand the Guest (er, customer) experience? Order it today, put it into practice tomorrow.

16 of 18 people found the following review helpful.
There's "bad news" and there's "good news"
By Robert Morris
Development of the concept of customer-centrism predates Barbara Bund's business classic, The Outside-In Corporation: How to Build a Customer-Centric Organization for Breakthrough Results (2005). However, it was while reading that book that I gained a deep understanding and appreciation of the power of customer-centrism. Curiously, there are no references to Bund and her work in Outside In, co-authored by Harley Manning and Kerry Bodine. As Bund explains in the Preface, "The primary objective of this book is to help business managers use [her various] insights effectively in practice. It is to share the outside-in discipline -- to provide a road map for managers to follow in creating and leading outside-in corporations, even in organizations where the unfortunate inside-out perspective has prevailed in the past." (page xviii) Whereas Bund invokes the "road map" metaphor, Manning and Bodine focus on what they characterize as "the customer journey," based on experiences that occur on three levels: an experience that meets a customer's given need(s), is easy for the customer to complete, and is en enjoyable experience as well.

The best business books are research-driven and that is certainly true of this one, given the nature and extent of Forrester Research's resources. To their credit, Manning and Bodine also provide a wealth of information, insights, and counsel that are anchored in real-world situations. They insert dozens of micro-case studies throughout the narrative, sharing lessons from a diverse group of companies that include Barclaycard US, BBVA, Boeing, John Deere Financial, Ecosytem Maps, FedEx, Fidelity Charitable, Holiday Inn, Mayo Clinic, Vanguard, and Walgreens. As for what can be learned from large and complicated organizations such as these, the lessons are relevant to any organization, whatever its size and nature may be.

These are among the dozens of passages that caught my eye:

o What Natural Ecosystems Teach Us About Customer experience (pages38-39)
o How to Create a Customer Experience Ecosystem Map, Step by Step (47-49)
o The Six Essential Customer Experience Disciplines (66-69)
o What You Think You Know About Customers Is Probably Wrong (88-89)
o The Role of Cocreation in the [Customer Interaction] Design Process (113-114)
o The Customer Experience Measurement Framework (126-132)
o You Need to Build a Customer-centric Corporate Culture (153-159)
o The Four Adoption Levels of Customer Experience Practices (175-177)
o Why Do Companies Need a Chief Customer Officer? (187-188)
o Customer Experience Innovations Will Provide a Competitive Edge (214-221)

Manning and Bodine as well as Bund and countless others all agree that establishing and then sustaining strong relationships with customers is more difficult now than ever before because customers have more choices than ever before, are better informed than ever before, and not only expect but indeed [begin italics] demand [end italics] that the selection and purchase experience involve more, much more than a transaction to obtain a product or service. The challenge is not to hire people who "get it" insofar as customer interaction is concerned. The challenge, rather, is to establish and then strengthen a culture (i.e. an organizational ecosystem) that is customer-centric, indeed customer-driven at all levels and in all areas. Hence the importance of the six disciplines that Harley Manning and Kerry Bodine emphasize. Hence the importance, also, of having a framework such as the one they describe within which the disciplines ensure that interactions with customers are based on mutual respect and mutual trust.

I conclude by sharing some "bad news" and some "good news." First the bad news: Customer relationships have never been more vulnerable than they are now. What's the good news? Customer relationships have never been more vulnerable than they are now.

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