Nick Toman's Books

The Challenger Customer

Selling to the Hidden Influencer Who Can Multiply Your Results

By: Brent Adamson,Matthew Dixon,Pat Spenner,Nick Toman

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The Challenger Customer

Selling to the Hidden Influencer Who Can Multiply Your Results

By: Brent Adamson,Matthew Dixon,Pat Spenner,Nick Toman

Four years ago, the bestselling authors of The Challenger Sale overturned decades of conventional wisdom with a bold new approach to sales. Now their latest research reveals something even more surprising: Being a Challenger seller isn’t enough. Your success or failure also depends on who you challenge. Picture your ideal customer: friendly, eager to meet, ready to coach you through the sale and champion your products and services across the organization. It turns out that’s the last person you need. Most marketing and sales teams go after low-hanging fruit: buyers who are eager and have clearly articulated needs. That’s simply human nature; it’s much easier to build a relationship with someone who always makes time for you, engages with your content, and listens attentively. But according to brand-new CEB research—based on data from thousands of B2B marketers, sellers, and buyers around the world—the highest-performing teams focus their time on potential customers who are far more skeptical, far less interested in meeting, and ultimately agnostic as to who wins the deal. How could this be? The authors of The Challenger Customer reveal that high-performing B2B teams grasp something that their average-performing peers don’t: Now that big, complex deals increasingly require consensus among a wide range of players across the organization, the limiting factor is rarely the salesperson’s inability to get an individual stakeholder to agree to a solution. More often it’s that the stakeholders inside the company can’t even agree with one another about what the problem is. It turns out only a very specific type of customer stakeholder has the credibility, persuasive skill, and will to effectively challenge his or her colleagues to pursue anything more ambitious than the status quo. These customers get deals to the finish line far more often than friendlier stakeholders who seem so receptive at first. In other words, Challenger sellers do best when they target Challenger customers. The Challenger Customer unveils research-based tools that will help you distinguish the "Talkers" from the "Mobilizers" in any organization. It also provides a blueprint for finding them, engaging them with disruptive insight, and equipping them to effectively challenge their own organization.

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290

Publisher

Portfolio

Published Date

ISBN 10

1591848156

ISBN 13

9781591848158

The Effortless Experience

Conquering the New Battleground for Customer Loyalty

By: Matthew Dixon,Nick Toman,Rick DeLisi

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The Effortless Experience

Conquering the New Battleground for Customer Loyalty

By: Matthew Dixon,Nick Toman,Rick DeLisi

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

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258

Publisher

Penguin

Published Date

ISBN 10

0698137582

ISBN 13

9780698137585

The Economics of Climate Change

By: Nick Hanley,Anthony D Owen

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The Economics of Climate Change

By: Nick Hanley,Anthony D Owen

This impressive new collection couldn't come at a better time. With global warming now becoming physically noticeable and the Kyoto treaty stalling in its efforts to get the developed world on board, a look at the economic factors of global warming is very much welcome. With contributions from distinguished authors and covering everything you need

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398

Publisher

Routledge

Published Date

ISBN 10

1134445725

ISBN 13

9781134445721

A Liberal Actor in a Realist World

The European Union Regulatory State and the Global Political Economy of Energy

By: Andreas Goldthau,Nick Sitter

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A Liberal Actor in a Realist World

The European Union Regulatory State and the Global Political Economy of Energy

By: Andreas Goldthau,Nick Sitter

Since 1992, the European Union has put liberalisation at the core of its energy policy agenda. This aspiration was very much in line with an international political economy driven by the neo-liberal (Washington) consensus. The central challenge for the EU is that the energy world has changed, while the EU has not. The rise of Asian energy consumers (China and India), more assertive energy producers (Russia), and the threat of climate change have securitized the IPE of energy, and turned it more 'realist'. The main research question is therefore: 'What does a liberal actor do in a realist world?' The overall answer as far as the EU is concerned is that it approaches energy challenges as a problem of market failure: imperfect competition on the supply side; inadequate supply of public goods on the demand side and in terms of infrastructure; and large externalities that arise both from non-energy events and from large-scale consumption of fossil fuels. A Liberal Actor in a Realist World assesses the changing nature of the global political economy of energy and the European Union's response, and the external dimension of the regulatory state. The book concludes that the EU's soft power has a hard edge, which is derived primarily from its regulatory power. This works best when it targets companies rather than governments, and it is more effective in the 'Near Abroad' than at the global level. This makes the EU emerge an actor in its own right in the global political economy of energy - a 'Regulatory Power Europe'.

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179

Publisher

Oxford University Press, USA

Published Date

ISBN 10

0198719590

ISBN 13

9780198719595

Haeckel's Embryos

Images, Evolution, and Fraud

By: Nick Hopwood

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Haeckel's Embryos

Images, Evolution, and Fraud

By: Nick Hopwood

Pictures from the past powerfully shape current views of the world. In books, television programs, and websites, new images appear alongside others that have survived from decades ago. Among the most famous are drawings of embryos by the Darwinist Ernst Haeckel in which humans and other vertebrates begin identical, then diverge toward their adult forms. But these icons of evolution are notorious, too: soon after their publication in 1868, a colleague alleged fraud, and Haeckel’s many enemies have repeated the charge ever since. His embryos nevertheless became a textbook staple until, in 1997, a biologist accused him again, and creationist advocates of intelligent design forced his figures out. How could the most controversial pictures in the history of science have become some of the most widely seen? In Haeckel’s Embryos, Nick Hopwood tells this extraordinary story in full for the first time. He tracks the drawings and the charges against them from their genesis in the nineteenth century to their continuing involvement in innovation in the present day, and from Germany to Britain and the United States. Emphasizing the changes worked by circulation and copying, interpretation and debate, Hopwood uses the case to explore how pictures succeed and fail, gain acceptance and spark controversy. Along the way, he reveals how embryonic development was made a process that we can see, compare, and discuss, and how copying—usually dismissed as unoriginal—can be creative, contested, and consequential. With a wealth of expertly contextualized illustrations, Haeckel’s Embryos recaptures the shocking novelty of pictures that enthralled schoolchildren and outraged priests, and highlights the remarkable ways these images kept on shaping knowledge as they aged.

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397

Publisher

University of Chicago Press

Published Date

ISBN 10

022604713X

ISBN 13

9780226047133

فرس

By: Nick Pendar,Living Language (Firm)

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فرس

By: Nick Pendar,Living Language (Firm)

Presents a comprehensive introduction to the Farsi language.

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322

Publisher

Random House Digital, Inc.

Published Date

ISBN 10

1400023475

ISBN 13

9781400023479

Argument in the Greenhouse

The International Economics of Controlling Global Warming

By: Sujata Gupta,Stephen Hall,Nick Mabey,Clare Smith

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Argument in the Greenhouse

The International Economics of Controlling Global Warming

By: Sujata Gupta,Stephen Hall,Nick Mabey,Clare Smith

How can greenhouse gases be controlled and reduced? Will it be in time? This book adds a significant new contribution to the crucial climate change/global warming debate. Incorporating the key political and legal considerations into `real world' applied economic analysis, the authors provide a unique focus on the wider political economy of the problem. All the key issues of controlling climate change (costs, timing and degree of stabilisation, ecological taxt reform, developing countries, and evolution of international agreements), are placed firmly within the current legal and political context, with state-of-the-art economic techniques introduced to analyse different policy proposals. Covering both the developing and developed world, this book identifies important new policies to foster effective agreements on eissions and prevent global warming - realistic policies, likely to receive support at both international and domestic levels. be in time? This book adds a significant new contribution to the crucial climate change/global warming debate. Incorporating the key political and legal considerations into 'real world' applied economic analysis, the book's authors provide a unique focus on the wider political economy of the problem. All the key issues of controlling climate change (costs, timing and degree of stabilisation, ecological tax reform, developing countries and evolution of international agreements), are placed firmly within the current legal and political economy context, with state-of-the-art economic techniques introduced to analyse different policy proposals. Covering both the developing and developed world, this book identifies important new policies to foster effective agreements on emmissions and prevent global warming - realistic policies which are likely to receive support at both international and domestic levels.

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438

Publisher

Routledge

Published Date

ISBN 10

113475065X

ISBN 13

9781134750658

Marketing Strategy and Competitive Positioning, 7th Edition

By: Prof Graham Hooley,Brigitte Nicoulaud,John Rudd,Nick Lee

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Marketing Strategy and Competitive Positioning, 7th Edition

By: Prof Graham Hooley,Brigitte Nicoulaud,John Rudd,Nick Lee

Marketing Strategy and Competitive Positioning 6e deals with the process of developing and implementing a marketing strategy. The book focuses on competitive positioning at the heart of marketing strategy and includes in-depth discussion of the processes used in marketing to achieve competitive advantage. The book is primarily about creating and sustaining superior performance in the marketplace. It focuses on the two central issues in marketing strategy formulation – the identification of target markets and the creation of a differential advantage. In doing that, it recognises the emergence of new potential target markets born of the recession and increased concern for climate change; and it examines ways in which firms can differentiate their offerings through the recognition of environmental and social concerns. The book is ideal for undergraduate and postgraduate students taking modules in Marketing Strategy, Marketing Management and Strategic Marketing Management.

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1031

Publisher

Pearson UK

Published Date

ISBN 10

129227655X

ISBN 13

9781292276557

B2B Customer Experience

A Practical Guide to Delivering Exceptional CX

By: Paul Hague,Nick Hague

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B2B Customer Experience

A Practical Guide to Delivering Exceptional CX

By: Paul Hague,Nick Hague

Use this bestselling and practical guide to steer you through how to create exceptional customer experience for the modern B2B consumer. This new edition explores key topics such as AI, the role of IT in customer experience and customer relationship management. B2B Customer Experience shows readers how to deliver the very best customer experience within the business-to-business industry. Intensely practical in its approach, it is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment. Now newly revised, this new edition will provide new case studies demonstrating what makes for good or bad customer experience as well as providing new tactics and strategies that will help build an effective customer experience plan. This new edition also aims to guide the reader on how to successfully incorporate AI into their strategy whilst still delivering great customer experience. Discussing some of the best-known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment.

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273

Publisher

Kogan Page Publishers

Published Date

ISBN 10

1398608521

ISBN 13

9781398608528

An Entertaining Tale of Quadrupeds

Translation and Commentary

By: Nick Nicholas,George Baloglou

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An Entertaining Tale of Quadrupeds

Translation and Commentary

By: Nick Nicholas,George Baloglou

Nicholas (U. of Melbourne, Australia) and Baloglou (State U. of New York, Oswego) have done an admirable job in creating a translation and commentary of this 15th-century Byzantine text that's accessible to specialist and non-specialist alike. The tales are of very human-like activities, banter, and scuffles between talking animals. In their lengthy (159- page) introduction to the side-by-side translation, Nicholas and Baloglou describe the political and cultural context of the work, emphasizing the political innuendo that might be gleaned from the tale's satirical tone. They describe the tales within the context of other texts, both Byzantine and foreign. Appendices provide the texts of some of these influences, as well as discussion of literary and historical issues raised in the animals' stories. Annotation (c)2003 Book News, Inc., Portland, OR (booknews.com).

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586

Publisher

Columbia University Press

Published Date

ISBN 10

023112760X

ISBN 13

9780231127608

Operation Banner

The British Army in Northern Ireland 1969 _ 2007

By: Nick Van der Bijl

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Operation Banner

The British Army in Northern Ireland 1969 _ 2007

By: Nick Van der Bijl

The book opens by setting the historic backdrop to The Troubles. In summer 1969 the annual Loyalist marching season sparked violence in Londonderry which spread rapidly. After three days of violence the British Government deployed troops in support of the Royal Ulster Constabulary. Initially the Catholic community welcomed the ArmyÍs presence but this was to change over the years. The first soldier was killed in 1971 and a further 48 died that year. January 30 1972 _ Bloody Sunday _ galvanized IRA recruitment and the British Embassy was burnt in Dublin. The Official IRA bombed Aldershot HQ of the Parachute Regiment and in August 1972 the Army launched Op MOTORMAN to clear No Go areas. Internment followed and the Province was firmly in the grip of sectarian violence. The next 30 years saw a remorseless counter-terrorist campaign which deeply affected the lives of all the people of Northern Ireland and several generation of the British Army. The Peace Process ground on for over ten years but the campaign formally ended in 2007 with the establishment of hitherto unimaginable power sharing.

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Page Count

306

Publisher

Pen and Sword

Published Date

ISBN 10

1844159566

ISBN 13

9781844159567

Critical Selling

How Top Performers Accelerate the Sales Process and Close More Deals

By: Nick Kane,Justin Zappulla

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Critical Selling

How Top Performers Accelerate the Sales Process and Close More Deals

By: Nick Kane,Justin Zappulla

Master these top-performing sales skills to dominate the marketplace Critical Selling is a dynamic and powerful guide for transforming your sales approach and outperforming your competition. This book is based on Janek Performance Group's, an award winning sales performance company, most popular sales training program, Critical Selling®. Let authors Justin Zappulla and Nick Kane, Managing Partners at Janek, lead you through their flagship sales training methodology to provide you with the strategies, skills and best practices you need to accelerate the sales process and close more deals. From the initial contact to closing the deal, this book details the winning strategies and skills that have supercharged the sales force of program alumni like OptumHealth, Santander Bank, Daimler Trucks, California Casualty, and many more. Concrete, actionable steps show you how to plan a productive sales call, identify customer needs, differentiate yourself from the competition, and wrap up the sale. You'll also learn proven techniques for building rapport, overcoming objections, dealing with price pressures, and handling the million little things that can derail an otherwise positive sales interaction. Sales are the lifeblood of your company. Are they meeting your expectations? What if you could exceed projected sales figures and blow your competition out of the water? This book provides the research-based framework to ignite your sales team and excite your customer base, for sustainable success in today's market. Let Critical Selling® show you how to: Connect with customers on a deeper level to build trust Present a persuasive and value-based solution tailored to your customer’s needs Handle pricing pressure, doubt, and objections with confidence Utilize proven methodologies that help you close the sale Sales is about so much more than exchanging goods or services for cash. It's about relationships, it's about outperforming the competition, it's about demonstrating real value, and it's about understanding and solving people's problems. Critical Selling shows you how to bring it all together, using proven techniques based on real sales performance research.

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230

Publisher

John Wiley & Sons

Published Date

ISBN 10

1119052556

ISBN 13

9781119052555

Solar System Maps

From Antiquity to the Space Age

By: Nick Kanas

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Solar System Maps

From Antiquity to the Space Age

By: Nick Kanas

In recent years, there has been increased interest in our Solar System. This has been prompted by the launching of giant orbiting telescopes and space probes, the discovery of new planetary moons and heavenly bodies that orbit the Sun, and the demotion of Pluto as a planet. In one generation, our place in the heavens has been challenged, but this is not unusual. Throughout history, there have been a number of such world views. Initially, Earth was seen as the center of the universe and surrounded by orbiting planets and stars. Then the Sun became the center of the cosmos. Finally, there was no center, just a vast array of galaxies with individual stars, some with their own retinue of planets. This allowed our Solar System to be differentiated from deep-sky objects, but it didn’t lose its mystery as more and more remarkable bodies were discovered within its boundaries. This book tells the exciting story of how we have conceptualized and mapped our Solar System from antiquity to modern times. In addition to the complete text, this story is made more vivid by: • 162 Solar System and planetary maps, diagrams, and images (over a third in color); • direct quotes and figures from antiquarian, contemporary, and Space Age documents and photographs that allow the reader to track how humans have viewed the Solar System from original sources; • nine tables that compare the various world views, relative planetary positions, and components of the Solar System with each other. Broad in scope and rich in imagery, this book will draw the reader into the story of our Solar System and how it has been mapped since the beginning of recorded time.

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Page Count

353

Publisher

Springer Science & Business Media

Published Date

ISBN 10

1461408962

ISBN 13

9781461408963

Introduction to Environmental Economics

By: Nick Hanley,Jason F. Shogren,Ben White,Benedict White

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Introduction to Environmental Economics

By: Nick Hanley,Jason F. Shogren,Ben White,Benedict White

The only easy-to-read and practical non-specialist introduction to key concepts in environmental economics written by an international author team.

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Page Count

407

Published Date

ISBN 10

0198737238

ISBN 13

9780198737230

Star Maps

History, Artistry, and Cartography

By: Nick Kanas

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Star Maps

History, Artistry, and Cartography

By: Nick Kanas

The beauty and awe generated by the celestial void captures our imagination and delights our aesthetic sense. Antiquarian map societies are prospering, and celestial maps are now viewed as a specialty of map collecting. This book traces the history of celestial cartography and relates this history to the changing ideas of man’s place in the universe and to advances in map-making. Photographs from actual antiquarian celestial atlases and prints, many previously unpublished, enrich the text. The book describes the development and relationships between different sky maps and atlases as well as demonstrating contemporary cosmological ideas, constellation representations, and cartographic advances.

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480

Publisher

Springer Science & Business Media

Published Date

ISBN 10

0387716696

ISBN 13

9780387716695

Ancient Mysteries

Discover the latest intriguiging, Scientifically sound explinations to Age-old puzzles

By: Peter James,Nick Thorpe

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Ancient Mysteries

Discover the latest intriguiging, Scientifically sound explinations to Age-old puzzles

By: Peter James,Nick Thorpe

What was the Minotaur? Did a Welsh prince discover America? Did Robin Hood really exist? How does the Star of Bethlehem fit into the science of astronomy? Is the Vinland Map a fake? Can archaeologists use spirit messages to guide their work? For centuries, philosophers, scientists, and charlatans have attempted to decipher the baffling mysteries of our past, from the Stonehenge to the lost continent of Atlantis. Today, however, DNA testing, radiocarbon dating, and other cutting-edge investigative tools, together with a healthy dose of common sense, are guiding us closer to the truth. Peter James and Nick Thorpe, the professional historian and archaeologist team who created the acclaimed Ancient Inventions, now tackle these age-old conundrums, presenting the latest information from the scientific community--and the most startling challenges to traditional explanations of mysteries such as: - The rise and fall of the Maya - A lost cache of Dead Sea Scrolls - The curse of Tutankhamun - The devastation of Sodom and Gomorrah - The Nazca Lines These true mystery stories twist and turn like a good whodunit, as James and Thorpe present the evidence for and against the expert theories, shedding new light on humankind's age-old struggle to make sense of the past. The authors also make dramatic contributions of their own to the fray, demonstrating persuasively that cataustrophic events--including the collisions of comets with the Earth long ago--could explain puzzles that have baffled experts for centuries. Ancient Mysteries will entertain and enlighten, delight the curious and inform the serious.

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673

Publisher

Ballantine Books

Published Date

ISBN 10

0307414604

ISBN 13

9780307414601

A Guide to Mystical France

Secrets, Mysteries, Sacred Sites

By: Nick Inman

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A Guide to Mystical France

Secrets, Mysteries, Sacred Sites

By: Nick Inman

France is one of the most visited countries in the world -- and one of the least known. This book takes you beyond the superficial coverage of conventional guidebooks -- history, architecture, etc. -- in search of the deeper truths. A Guide to Mystical France takes you deep under the psychic skin of France into the invisible dimensions that our materialistic world does its best to ignore. Science stops at the most interesting questions. To describe, say a painted prehistoric cave as a sacred space used for ritual is to beg more questions than it answers. It is impossible to fully appreciate the cathedral of Notre-Dame, Mont St Michel, or the alignments of Carnac if you do not understand the reasons these structures were built and they way they have been used over the centuries. The book makes no assumptions. The reader is not required to believe anything. He is merely pointed in the direction of the invisible and the hidden and left to judge for himself. You get much more out of a visit if you look for what isn’t there as well as what is. Only by engaging with such enigmas in an open-minded, non-logical way can we begin to unravel them. This approach also makes sightseeing more satisfying and more meaningful. Covered here are a multitude of fascinating themes: the pilgrimage route to Santiago de Compostela, Black Virgins, prehistoric cave paintings, labyrinths, ley-lines, symbolism and sacred geometry, the tarot, etc. The backdrops for the drama includes such legendary places as Chartres, Rennes-le-Chateau, churches carved out of the rock and mountain sanctuaries. The cast list, meanwhile, includes Templars, Cathars, mystics, Gurdjieff, King Arthur, Nostradamus and alchemists such as the enigmatic Fulcanelli (who is rumoured to be immortal).

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549

Publisher

Simon and Schuster

Published Date

ISBN 10

1844098168

ISBN 13

9781844098163

Running with Pheidippides

Stylianos Kyriakides, The Miracle Marathoner

By: Nick Tsiotos,Andy Dabilis

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Running with Pheidippides

Stylianos Kyriakides, The Miracle Marathoner

By: Nick Tsiotos,Andy Dabilis

It is 1946. World War II is over. As the rest of Europe struggles to rebuild itself, Greece—which had bitterly resisted Nazi occupation—is ripped apart by civil war. Thousands are dead or dying of starvation. In the face of such epic disaster, one Greek athlete takes valiant action. This is the true story of Stylianos Kyriakides, champion Greek runner who against all odds entered the 1946 Boston, Marathon, a race he had lost eight years before. Now Kyriakides ran not just to win, but to wake the world to the plight of his people. Although ravaged by hunger, Kyriakides pushed his wracked body to the limits. Boston doctors urged him to quit. "You will die in the streets," they warned. Fueled by dauntless devotion to his countrymen and bolstered by the love of his wife, the runner persevered and triumphed. But winning the marathon was only the first step. With characteristic grit, Kyriakides remained in the United States long enough to raise money, equipment, and medical supplies for his country. A grateful Greece proclaimed him a hero. Nearly one million welcomed him home. Drawing on interviews and unprecedented access to family photos and papers, the authors vividly chronicle the real-life drama of Kyriakides: a runner who raced not for gold or glory, but for the betterment of his people and the survival of his homeland. From the shadowy Berlin Olympics to the dark days of Nazi Greece and its aftermath, Running with Pheidippides speaks vividly of war and deprivation, of athletic competition and camaraderie, of genuine valor in a world bereft of heroes. "For those of us who were young and Greek-American," recalls former Massachusetts Governor Michael Dukakis, "his victory in the 1946 Boston Marathon and the response of so many Americans to his pleas for help for his people was one of the most searing experiences of our young lives.

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