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Customized Appraisal Forms
The NAS appraisal form is Canada's only proprietary appraisal form. The NAS forms assist appraisers by providing them with the tools to fulfill appraisals in a detailed and timely manner. This exclusive NAS service was introduced by NAS for the Canadian market place to provide an on-line, bilingual appraisal form. These on-line appraisal forms provide data storage and searching capabilities with exceptional management tools at no cost to the appraiser community.


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Discrepancies - South Park Characters Tee
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.: 100% Airlume combed and ringspun cotton (fiber content may vary for different colors)
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subset: commoncrawl


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David Lebovitz
Global Market Strategist
David M. Lebovitz, executive director, is a Global Market Strategist on the J.P. Morgan Asset Management Global Market Insights Strategy Team. In this role, David is responsible for delivering timely market and economic insights to clients across the country. David helped build the Market Insights program in the United Kingdom and Europe, has appeared on both Bloomberg TV and CNBC, and is often quoted in the financial press.
David first joined J.P. Morgan in 2010. Prior to joining the firm, he was a Research Analyst at Kobren Insight Management.
David obtained a B.A. in Political Science and Philosophy, with a concentration in Leadership Studies, from Williams College in 2009. He earned a dual-MBA degree from Columbia University and London Business School in 2015.


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There's no better way to unwind after a hard day of thinking than to curl up with a relaxing book about learning and the brain. Right?
Although the books reviewed here have been around for awhile, I chose them because they influenced my understanding of learning, instruction and intelligence in a powerful way. I wanted to share in case you haven't read them yet.
The Art of Changing the Brain
Author James E. Zull will prove to you that neurons physically change as people learn. Why should you care? Because the author, a science professor and dedicated educator, uses this knowledge to radically change the way he teaches. And he gets good results.
As a professor, Zull stopped using the lecture format. He learned that effective teaching starts with the learner's knowledge rather than the expert's. He also began using teaching methods that promoted understanding rather than memorization.
His principles are applicable to all types of learning design. He explains learning and the brain like this: knowledge resides in powerful neuronal networks. Instruction must build on these existing networks.
Furthermore, learning is based on the brain's plasticity to add or lose synapses or to change the strength and pattern of its signaling. In essence, changing the brain involves "recognizing the existing neuronal networks in a learner and inventing ways for her to use them."
The Art of Changing the Brain is filled with gems, such as:
- Working memory is for completing tasks.
- Concepts and broad principles should be developed from specific examples.
- Prior knowledge is a gift to the teacher; it tells us where and how to start.
Using a wonderful mix of science and stories from the trenches, Zull walks the reader through his own evolution as a teacher. He brings the learning cycle to life, showing how it relates to various parts of the brain. Through this lens, you will explore how to promote learning through sensory experience, active participation, integration with previous knowledge, and reflection.
The Tell-Tale Brain
In The Tell-Tale Brain, author V.S. Ramachandran, shows us what it means to be human from the perspective of neuroscience. The author, director of the Center for Brain and Cognition at UCSD, highlights the inner workings of the brain by drawing conclusions from individuals with abnormal neurological conditions.
The central neuroscientific puzzle he seeks to solve, is what makes humans unique compared to the great apes. The challenge? Every anatomic region of the human brain has an analog in the brain of the great apes. Therefore, the author delves into the handful of brain regions that "have been so radically elaborated that at the functional (or cognitive) level, they actually can be considered novel and unique."
Ramachandran explores mirror neurons, which automatically simulate the actions of others. Mirror neurons also allow us to read people's intentions and to anticipate next actions. Through this, he hypothesizes, humans developed capabilities for social learning, imitation and the transmission of culture.
He also explains brain plasticity, based on his research with amputees who experienced "phantom limbs." Contrary to the common view that plasticity is only available to babies and children, the author provides excellent proof that the malleability of the human brain lasts through a lifetime.
Other topics that The Tell-Tale Brain examines include: how we process visual information neurologically, the link between perception and emotion, synesthesia, autism and the development of the integrated self, language development, aesthetics and transcendence. With an improved understanding of how the brain works, you may apply some principles to learning and the brain. Though you may find yourself disagreeing with certain theories or taking offense at his occasional out-of-place comment, this book does provide a fascinating look at the brain through compelling stories and science.
On Intelligence
This book explains a fascinating theoretical framework for how the brain generates intelligence.
Author Jeff Hawkins invented the Palm Pilot and then turned his intelligence to neuroscience. In this book, he teams up with science writer Sandra Blakeslee, and perhaps this is why the book is so accessible.
To reach his goal of creating intelligent machines, Hawkins has devoted 30 years to understanding the workings of the brain. He hopes to build machines that work on the principles of the newer brain, the neocortex. Fortunately, we can benefit from his research and theorizing.
On Intelligence uses concrete analogies to help the reader picture the brain. For example, the author writes that the neocortex is as thick as a stack of six business cards. Also, if stretched out, t's around the size of a dinner napkin. This gives us a shared understanding of the neocortex from the start.
At the core of his approach to intelligence is a contrarian theory that comes from a paper published in 1978 by Vernon Mountcastle. The theory states that "the cortex uses the same computational tool to accomplish everything it does." This stunning and simplistic idea means that there is a single algorithm at use in all parts of the neocortex, no matter its function. Ponder that for awhile. The theory goes on to say that the brain is affected by the type of input that flows into it, which causes functional specialization.
Using this as a basis, Hawkins explores how the brain passes information up and down a hierarchy that devotes more signals to feedback than to top-down processing. Ultimately, he builds a theory of intelligence that centers on prediction. "Prediction is not just one of the things your brain does. It is the primary function of the neocortex, and the foundation of intelligence."
The book is well-written. Hawkins takes the reader along his scientific journey, making theoretical discoveries along the way. In the process, you may be persuaded that his theories are not only plausible, but probably correct.
Do you have other brainy book recommendations? Please share below.


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The Poetic Edda, by Henry Adams Bellows, [1936], at sacred-texts.com
The so-called Sigrdrifumol, which immediately follows the Fafnismol in the Codex Regius without any indication of a break, and without separate title, is unquestionably the most chaotic of all the poems in the Eddic collection. The end of it has been entirely lost, for the fifth folio of eight sheets is missing from Regius, the gap coming after the first line of stanza 29 of this poem. That stanza has been completed, and eight more have been added, from much later paper manuscripts, but even so the conclusion of the poem is in obscurity.
Properly speaking, however, the strange conglomeration of stanzas which the compiler of the collection has left for us, and which, in much the same general form, seems to have lain before the authors of the Volsungasaga, in which eighteen of its stanzas are quoted, is not a poem at all. Even its customary title is an absurd error. The mistake made by the annotator in thinking that the epithet "sigrdrifa," rightly applied to Brynhild as a "bringer of victory," was a proper name has already been explained and commented on (note on Fafnismol, 44). Even if the collection of stanzas were in any real sense a poem, which it emphatically is not, it is certainly not the "Ballad of Sigrdrifa" which it is commonly called. "Ballad of Brynhild" would be a sufficiently suitable title, and I have here brought the established name "Sigrdrifumol" into accord with this by translating the epithet instead of treating it as a proper name.
Even apart from the title, however, the Sigrdrifumol has little claim to be regarded as a distinct poem, nor is there any indication that the compiler did so regard it. Handicapped as we are by the loss of the concluding section, and of the material which followed it on those missing pages, we can yet see that the process which began with the prose Fra Dautha Sinfjotla, and which, interrupted by the insertion of the Gripisspo, went on through the Reginsmol and the Fafnismol, continued through as much of the Sigrdrifumol as is left to us. In other words, the compiler told the story of Sigurth in mixed prose and verse, using whatever verse he could find without much questioning as to its origin, and filling in the gaps with hii own prose. Fra
Dautha Sinfjotla, Reginsmol, Fafnismol, and Sigrdrifumol are essentially a coherent unit, but one of the compiler's making only; they represent neither one poem nor three distinct poems, and the divisions and titles which have been almost universally adopted by editors are both arbitrary and misleading.
The Sigrdrifumol section as we now have it is an extraordinary piece of patchwork. It is most unlikely that the compiler himself brought all these fragments together for the first time; little by little, through a process of accretion and also, unluckily, through one of elimination, the material grew into its present shape. Certainly the basis of it is a poem dealing with the finding of Brynhild by Sigurth, but of this original poem only five stanzas (2-4 and 20-21) can be identified with any degree of confidence. To these five stanzas should probably, however, be added some, if not all, of the passage (stanzas 6-12) in which Brynhild teaches Sigurth the magic runes. These stanzas of rune-lore attracted sundry similar passages from other sources, including stanza 5, in which a magic draught is administered (not necessarily by Brynhild or to Sigurth), the curious rune-chant in stanzas 15-17, and stanzas 13-14 and 18-19. Beginning with stanza 22, and running to the end of the fragment (stanza 37), is a set of numbered counsels closely resembling the Loddfafnismol (Hovamol, stanzas 111-138), which manifestly has nothing whatever to do with Brynhild. Even in this passage there are probably interpolations (stanzas 25, 27, 30, 54, and 36). Finally, and bespeaking the existence at some earlier time of another Sigurth-Brynhild poem, is stanza 1, sharply distinguished by its metrical form from stanzas 2-4 and 20-21. Many critics argue that stanzas 6-10 of Helreith Brynildar belonged originally to the same poem as stanza 1 of the Sigrdrifumol.
The Sigrdrifumol, then, must be regarded simply as a collection of fragments, most of them originally having no relation to the main subject. All of the story, the dialogue and the characterization are embodied in stanzas 1-4 and 20-21 and in the prose notes accompanying the first four stanzas; all of the rest might equally well (or better) be transferred to the Hovamol, where its character entitles it to a place. Yet stanzas 2-4 are as fine as anything in Old Norse poetry, and it is out of the scanty material of these three stanzas that Wagner constructed much of the third act of "Siegfried."
The Sigrdrifumol represents almost exclusively the contributions of the North to the Sigurth tradition (cf. introductory note to the Gripisspo). Brynhild, here disguised by the annotator as "Sigrdrifa," appears simply as a battle-maid and supernatural dispenser of wisdom; there is no trace of the daughter of Buthli and the rival of Guthrun. There is, however, so little of the "poem" which can definitely be assigned to the Sigurth cycle that it is impossible to trace back any of the underlying narrative substance.
The nature and condition of the material have made editorial conjectures and emendations very numerous, and as most of the guesses are neither conclusive nor particularly important, only a few of their are mentioned in the notes.
Sigurth rode up on Hindarfjoll and turned southward toward the land of the Franks. On the mountain he saw a great light, as if fire were burning, and the glow reached up to heaven. And when he came thither, there stood a tower of shields, and above it was a banner. Sigurth went into the shield-tower, and saw that a man lay there sleeping with all his war-weapons. First he took the helm from his head, and then he saw that it was a woman. The mail-coat was as fast as if it had grown to the flesh. Then he cut the mail-coat from the
[Prose. The introductory prose follows without break the prose concluding the Fafnismol, the point of division being arbitrary and not agreed upon by all editors. Hindarfjoll: cf. Fafnismol, 42 and note. Franks: this does not necessarily mean that Sigurth was on his way to the Gjukungs' home, for Sigmund had a kingdom in the land of the Franks (cf. Fra Dautha Sinfjotla). Shields: the annotator probably drew the notion of the shield-tower from the reference in Helreith Brynhildar, 9. The flame-girt tower was not uncommon; cf. Mengloth's hall in Svipdagsmol.]
head-opening downward, and out to both the arm-holes. Then he took the mail-coat from her, and she awoke, and sat up and saw Sigurth, and said:
1. "What bit through the byrnie? | how was broken my sleep?
Who made me free | of the fetters pale?"
He answered:
"Sigmund's son, | with Sigurth's sword,
That late with flesh | hath fed the ravens."
Sigurth sat beside her and asked her name. She took a horn full of mead and gave him a memory-draught.
2. "Hail, day! | Hail, sons of day!
And night and her daughter now!
Look on us here | with loving eyes,
That waiting we victory win.
[1. This stanza, and the two lines included in the prose after stanza 4, and possibly stanza 5 as well, evidently come from a different poem from stanzas 2-4. Lines 3-4 in the original are obscure, though the general meaning is clear.
Prose (after stanza 1). In the manuscript stanza 4 stands before this prose note and stanzas 2-3. The best arrangement of the stanzas seems to be the one here given, following Müllenhoff's suggestion, but the prose note is out of place anywhere. The first sentence of it ought to follow stanza 4 and immediately precede the next prose note; the second sentence ought to precede stanza 5.
2. Sons of day: the spirits of light. The daughter of night (Not), according to Snorri, was Jorth (Earth).]
3. "Hail to the gods! | Ye goddesses, hail,
And all the generous earth!
Give to us wisdom | and goodly speech,
And healing hands, life-long.
4. "Long did I sleep, | my slumber was long,
And long are the griefs of life;
Othin decreed | that I could not break
The heavy spells of sleep."
Her name was Sigrdrifa, and she was a Valkyrie. She said that two kings fought in battle; one was called Hjalmgunnar, an old man but a mighty warrior, and Othin had promised him the victory, and
The other was Agnar, | brother of Autha,
None he found | who fain would shield him.
Sigrdrifa, slew Hjalmgunnar in the battle, and Othin pricked her with the sleep-thorn in punishment for this, and said that she should never thereafter win victory in battle, but that she should be wedded. "And I said to him that I had made a vow in my turn, that I would
[Prose (after stanza 4). Sigrdrifa: on the error whereby this epithet, "victory-bringer," became a proper name cf. Fafnismol, 44 and note. Hjalmgunnar: in Helreith Brynhildar (stanza 8) he is called a king of the Goths, which means little; of him and his adversary, Agnar, we know, nothing beyond what is told here. The two lines quoted apparently come from the same poem as stanza 1; the two first lines of the stanza have been reconstructed from the prose thus: "Hjalmgunnar was one, | the hoary king, / And triumph to him | had Heerfather promised." A few editions insert in this prose passage stanzas 7-10 of Helreith Brynhildar, which may or may not have be longed originally to this poem.]
never marry a man who knew the meaning of fear." Sigurth answered and asked her to teach him wisdom, if she knew of what took place in all the worlds. Sigrdrifa said:
5. "Beer I bring thee, | tree of battle,
Mingled of strength | and mighty fame;
Charms it holds | and healing signs,
Spells full good, | and gladness-runes."
* * * * * *
6. Winning-runes learn, | if thou longest to win,
And the runes on thy sword-hilt write;
Some on the furrow, | and some on the flat,
And twice shalt thou call on Tyr.
7. Ale-runes learn, | that with lies the wife
Of another betray not thy trust;
[5. This stanza is perhaps, but by no means surely, from the same poem as stanza 1. Tree of battle: warrior. Runes: the earliest runes were not letters, but simply signs supposed to possess magic power; out of them developed the "runic alphabet."
6. Stanzas 6-12 give a list of runes which probably had no original connection with the Brynhild-Sigurth story. Tyr: the sword-god (cf. Hymiskvitha, 4 and note); "tyr" is also the name of a rune which became "T."
7. Regius gives only lines 1-6; lines 7-8 are added from Volsungasaga. Lies, etc.: a guest on his arrival received a draught of ale from the hands of his host's wife, and it was to prevent this draught from bewitching him that the runes were recommended. Need: the word "nauth," meaning "need," is also the name of the rune which became "N." Leek: leeks were long supposed to have the power of counteracting poison or witchcraft.]
On the horn thou shalt write, | and the backs of thy hands,
And Need shalt mark on thy nails.
Thou shalt bless the draught, | and danger escape,
And cast a leek in the cup;
(For so I know | thou never shalt see
Thy mead with evil mixed.)
8. Birth-runes learn, | if help thou wilt lend,
The babe from the mother to bring;
On thy palms shalt write them, | and round thy joints,
And ask the fates to aid.
9. Wave-runes learn, | if well thou wouldst shelter
The sail-steeds out on the sea;
On the stem shalt thou write, | and the steering blade,
And burn them into the oars;
Though high be the breakers, | and black the waves,
Thou shalt safe the harbor seek.
10. Branch-runes learn, | if a healer wouldst be,
And cure for wounds wouldst work;
[9. Sail-steeds: ships.
10. Branch-runes: runes cut in the bark of trees. Such runes were believed to transfer sickness from the invalid to the tree. Some editors, however, have changed "limrunar" ("branch runes") to "lifrunar" ("life-runes").]
On the bark shalt thou write, | and on trees that be
With boughs to the eastward bent.
11. Speech-runes learn, | that none may seek
To answer harm with hate;
Well he winds | and weaves them all,
And sets them side by side,
At the judgment-place, | when justice there
The folk shall fairly win.
12. Thought-runes learn, | if all shall think
Thou art keenest minded of men.
* * * * * *
13. Them Hropt arranged, | and them he wrote,
And them in thought he made,
[11. Lines 3-6 look like an accidental addition, replacing two lines now lost. They mean, apparently, that the man who interweaves his speech with "speech-runes" when he pleads his case at the "Thing," or popular tribunal, will not unduly enrage his adversary in the argument of the case.
12. Here the list of runes breaks off, though the manuscript indicates no gap, and three short passages of a different type, though all dealing with runes, follow.
13. Stanzas 13-14 appear to have come from a passage regarding Othin's getting of the runes similar to Hovamol, 139-146. Editors have tried various combinations of the lines in stanzas 12-14. Hropt: Othin; cf. Voluspo, 62. The draught, etc.: apparently the reference is to the head of Mim, from which Othin derived his wisdom in magic (cf. Voluspo, 47 and note); Heithdraupnir ("Light-Dropper") and Hoddrofnir ("Treasure-Opener") seem to be names for Mim.]
Out of the draught | that down had dropped
From the head of Heithdraupnir,
And the horn of Hoddrofnir.
14. On the mountain he stood | with Brimir's sword,
On his head the helm he bore;
Then first the head | of Mim spoke forth,
And words of truth it told.
* * * * * *
15. He bade write on the shield | before the shining goddess,
On Arvak's ear, | and on Alsvith's hoof,
On the wheel of the car | of Hrungnir's killer,
On Sleipnir's teeth, | and the straps of the sledge.
16. On the paws of the bear, | and on Bragi's tongue,
[14. This stanza is clearly in bad shape; perhaps, as the manuscript indicates, a new stanza, of which most has been lost, should begin with line 3. Brimir: a giant (cf. Voluspo, 9 and 37); why Othin should have his sword is unknown.
15. Stanzas 15-17 constitute a wholly distinct rune-chant. Line 1 is unusually long in the original, as here. Shield: the shield Svalin ("Cooling") that stands in front of the sun; cf. Grimnismol, 38. Arvak ("Early Waker"') and Alsvith ("All Swift"): the horses that draw the sun's car; cf. Grimnismol, 37, Hrungnir: the slayer of the giant Hrungnir was Thor (cf. Harbarthsljoth, 14 and note), but the line is in bad shape; the name may not be Hrungnir, and "killer" is 2 conjectural addition. Sleipnir: Othin's eight-legged horse; cf. Grimnismol, 44 and note. Sledge: perhaps the one mentioned in Grimnismol, 49- 16. Bragi: the god of poetry; cf. Grimnismol, 44 and note.]
On the wolf's claws bared, | and the eagle's beak,
On bloody wings, | and bridge's end,
On freeing hands | and helping foot-prints.
17. On glass and on gold, | and on goodly charms,
In wine and in beer, | and on well-loved seats,
On Gungnir's point, | and on Grani's breast,
On the nails of Norns, | and the night-owl's beak.
* * * * * *
18. Shaved off were the runes | that of old were written,
And mixed with the holy mead,
And sent on ways so wide;
So the gods had them, | so the elves got them,
And some for the Wanes so wise,
And some for mortal men.
19. Beech-runes are there, | birth-runes are there,
And all the runes of ale,
[17. Charms: the wearing of amulets was very common. Gungnir: Othin's spear, made by the dwarfs, which he occasionally lent to heroes to whom he granted victory. Grani: Sigurth's horse; the Volsungasaga has "giantesses'."
19. Stanzas 18-19, which editors have freely rearranged, apparently come from another source than any of the rest. Shaved off: the runes were shaved off by Othin from the wood on which they were carved, and the shavings bearing them were put into the magic mead. Wanes: cf. Voluspo, 21, note.
19. Lines 3, 6, and 7 look like spurious additions, but the whole stanza is chaotic. Beech-runes: runes carved on beech trees.]
And the magic runes of might;
Who knows them rightly | and reads them true,
Has them himself to help;
Ever they aid,
Till the gods are gone.
* * * * * *
Brynhild spake:
20. "Now shalt thou choose, | for the choice is given,
Thou tree of the biting blade;
Speech or silence, | 'tis thine to say,
Our evil is destined all."
Sigurth spake:
21. "I shall not flee, | though my fate be near,
I was born not a coward to be;
[20. Stanzas 20-21 are all that remains of the dialogue between Brynhild and Sigurth from the poem to which stanzas 2-4 belong; cf. Introductory Note. In the intervening lost stanzas Brynhild has evidently warned Sigurth of the perils that will follow if he swears loyalty to her; hence the choice to which she here refers. Tree, etc.: warrior. The manuscript does not indicate the speaker of either this or the following stanza; the Volsungasaga names Sigurth before stanza 21.
21. It is quite possible that the original poem concluded with two stanzas after this, paraphrased thus in the Volsungasaga: "Sigurth said: 'Nowhere is to be found any one wiser than thou, and this I swear, that I shall have thee for mine, and that thou art after my heart's desire.' She answered: 'I would rather have thee though I might choose among all men.' And this they bound between them with oaths." Stanzas 22-37, which the Volsungasaga paraphrases, may have been introduced at a relatively early time, but can hardly have formed part of the original poem.]
Thy loving word | for mine will I win,
As long as I shall live."
22. Then first I rede thee, | that free of guilt
Toward kinsmen ever thou art;
No vengeance have, | though they work thee harm,
Reward after death thou shalt win.
23. Then second I rede thee, | to swear no oath
If true thou knowest it not;
Bitter the fate | of the breaker of troth,
And poor is the wolf of his word.
24. Then third I rede thee, | that thou at the Thing
Shalt fight not in words with fools;
For the man unwise | a worser word
Than he thinks doth utter oft.
25. Ill it is | if silent thou art,
A coward born men call thee,
And truth mayhap they tell;
[22. With this stanza begins the list of numbered counsels, closely resembling the Loddfafnismol (Hovamol, 111-138), here attributed to Brynhild. That the section originally had anything to do with Brynhild is more than improbable.
23. Wolf of his word: oath-destroyer, oath-breaker.
25. This chaotic and obscure jumble of lines has been unsuccessfully "improved" by various editors. It is clearly an interpolation, meaning, in substance: "It is dangerous to keep silent too long, as men may think you a coward; but if any one taunts [fp. 398] you falsely because of your silence, do not argue with him, but the next morning kill him as proof that he is a liar."]
Seldom safe is fame,
Unless wide renown be won;
On the day thereafter | send him to death,
Let him pay the price of his lies.
26. Then fourth I rede thee, | if thou shalt find
A wily witch on thy road,
It is better to go | than her guest to be,
Though night enfold thee fast.
27. Eyes that see | need the sons of men
Who fight in battle fierce;
Oft witches evil | sit by the way,
Who blade and courage blunt.
28. Then fifth I rede thee, | though maidens fair
Thou seest on benches sitting,
Let the silver of kinship | not rob thee of sleep,
And the kissing of women beware.
29. Then sixth I rede thee, | if men shall wrangle,
And ale-talk rise to wrath,
No words with a drunken | warrior have,
For wine steals many men's wits.
[27. Probably another interpolation.
28. Silver of kinship: the passage is doubtful, but apparently it means the "marriage-price" for which a bride was "bought."
29. Line 1 comes at the end of the thirty-second leaf of Regius, and whatever further was contained in that manuscript has vanished [fp. 399] with the lost eight-leaf folio (cf. Introductory Note). The rest of stanza 29, and stanzas 50-37, are added from later paper manuscripts, which were undoubtedly copied from an old parchment, though probably not from the complete Regius. The Volsungasaga paraphrases these additional stanzas.]
30. Brawls and ale | full oft have been
An ill to many a man,
Death for some, | and sorrow for some;
Full many the woes of men.
31. Then seventh I rede thee, | if battle thou seekest
With a foe that is full of might;
It is better to fight | than to burn alive
In the hall of the hero rich.
32. Then eighth I rede thee, | that evil thou shun,
And beware of lying words;
Take not a maid, | nor the wife of a man,
Nor lure them on to lust.
33. Then ninth I rede thee: | burial render
If thou findest a fallen corpse,
Of sickness dead, | or dead in the sea,
Or dead of weapons' wounds.
34. A bath shalt thou give them | who corpses be,
[30. Probably an interpolation.
31. The meaning is that it is better to go forth to battle than to stay at home and be burned to death. Many a Norse warrior met his death in this latter way; the burning of the house in the Njalssaga is the most famous instance.
34. Probably an interpolation.]
And hands and head shalt wash;
Wipe them and comb, | ere they go in the coffin,
And pray that they sleep in peace.
35. Then tenth I rede thee, | that never thou trust
The word of the race of wolves,
(If his brother thou broughtest to death,
Or his father thou didst fell;)
Often a wolf | in a son there is,
Though gold he gladly takes.
36. Battle and hate | and harm, methinks,
Full seldom fall asleep;
Wits and weapons | the warrior needs
If boldest of men he would be.
37. Then eleventh I rede thee, | that wrath thou shun,
And treachery false with thy friends;
Not long the leader's | life shall be,
For great are the foes he faces.
[35. Lines 3-4 are probably interpolated. Race of wolves: family of a slain foe.
36. Probably an interpolation.
37. Lines 3-4 may well have come from the old Sigurth-Brynhild poem, like stanzas 2-4 and 20-21, being inserted here, where they do not fit particularly well, in place of the two lines with which the eleventh counsel originally ended. Perhaps they formed part of the stanza of warning which evidently preceded Brynhild's speech in stanza 20. In the Volsungasaga they are paraphrased at the end of Brynhild's long speech of advice (stanzas 20-37), and are immediately followed by the prose passage given in the note on stanza 21. It seems likely, therefore, [fp. 401] that the paper manuscripts have preserved all of the so-called Sigrdrifumol which was contained in the lost section of Regius, with the possible exception of these two concluding stanzas, and these may very well have been given only in the form of a prose note, though it is practically certain that at one time they existed in verse form.]


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Previous Lesson
Complete and Continue
Clinical Cupping Therapy Massage For Pain-AND NO RED MARKS! (4 CEU)
Welcome to the Course (0:42)
Learn the 2 different cupping techniques in under 2 minutes (1:53)
Ok, so let's get serious for a minute. What is so wrong about the red marks? (2:23)
So How Does Cupping Work? (2:49)
What Types Of Cups Should I Buy And Why? (3:19)
These Cups People Swear By, But I have Just Had No Luck with Them (1:58)
A Rundown On How To Do Cupping On Someone's Back (4:01)
The Contraindications to Cupping (2:20)
What should you do your treatment on? (0:43)
Let's have a little practice shall we? (2:57)
It's cupping time! The Upper Body And Limbs
How this Section Of The Course Works (2:18)
Neck Pain/Neck Tension (4:28)
How To Do Cupping For Neck Pain And Tension (3:08)
How To Do Cupping For The Neck On Someone Else (5:19)
Some Advanced Techniques For Neck Pain And Tension (7:40)
Neck Exercises To Relieve Pain (1:38)
Shoulder/Rotator Cuff Pain/Shoulder Impingements (10:33)
How To Do Cupping For Rotator Cuff and shoulder problems (11:35)
Exercises to do for rotator cuff problems (6:20)
Frozen Shoulder (4:36)
Exercises For Frozen Shoulder (2:59)
Extension Exercise For Upper Back Pain Relief (3:18)
Chest/Respiration/Colds (4:40)
Biceps Tendonitis/Upper Arm Pain (4:21)
Tennis Elbow Pain/Forearm Extensor Pain (3:08)
How To Do Cupping For Tennis Elbow And Extensors Pain (3:28)
Home Exercises For Tennis Elbow (4:17)
Golfers Elbow Pain (1:19)
Carpal Tunnel Syndrome/Wrist Pain (2:01)
How To Treat Carpal Tunnel Syndrome, Golfer's Elbow And Forearm Pain (2:45)
Home Exercises For Carpal Tunnel Syndrome (1:09)
Advanced Techniques For The Arms And Forearms (2:39)
Hand/Thumb Pain (2:17)
Home Trigger Point release Techniques For Thumb/Hand Pain (2:43)
How To Do Cupping For Relaxation/Stress Relief (3:25)
How To Do A Relaxing Cupping Massage For The Back And Neck (6:10)
It's cupping time! The Lower Back And Limbs
Welcome To Section 3 (1:47)
Lower Back Pain (4:15)
How To Do Cupping For The Lower Back And Sciatica (7:15)
Sciatica (5:02)
Sciatica Summary (3:26)
Hip Pain, Piriformis Syndrome, Bursitis, S.I. Joint Dysfunction And Buttock Pain (6:17)
How To Do Cupping For Hip Pain (2:55)
Hamstring Strains, Hamstring Pain (0:56)
How To Do Cupping For The Hamstrings. (3:10)
Thigh Pain and Groin Strains (0:38)
How To Do Cupping For The Thigh (Quadriceps) and groin area (4:02)
How To Do Cupping For Iliotibial Band Syndrome (3:09)
Knee Pain, Runners Knee, Meniscal Pain (0:44)
How To Do Cupping For Knee Pain (3:10)
Calf Pain, Calf Cramps and Tired And Sore Calves (3:09)
How To Do Cupping For The Calf (3:47)
How To Stretch The Calf Muscles Correctly (1:56)
Advanced Techniques For The Thighs, Hamstrings And The Lower Leg (0:55)
Ankle Sprains, Chronic Ankle Pain (6:53)
A Quick Word About Treating Acute Sprains And Strains (2:56)
How To Do Cupping For Ankle Pain And Sprains (3:40)
Treating Chronic Ankle Pain (2:40)
Plantar Fasciitis/Heel Spur, Foot Pain and Tired Feet (2:28)
How To Do Cupping For Plantar Fasciitis And Generalized Foot Pain (2:12)
A Great Home Exercise For Plantar Fasciitis And Any Foot Pain (1:11)
How Long Should You Stretch A Muscle For? Here is the answer (0:55)
How Often Should You Treat Someone? (2:52)
A Word about acupressure and also static cupping
What about using static cupping? (1:39)
Treating using acupressure points as well (2:38)
Congratulations (0:34)
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Modesto CA Flooded Basement Cleanup Service
Dealing with a basement flood in San Diego? You are not alone, every year hundreds of residents here suffer the same situation. If your basement is flooded, you need to not only extract the water as quickly as possible, but you also need to dry out your structure rapidly to prevent any further damage, as well as to prevent any possible mold infestation of your basement. Mold actually only requires moisture and about 48 hours to take firm hold of your basement. Once mold has started to grow it can be extremely difficult and costly to remove.
Whether it's a burst pipe, major area flooding from a heavy storm, or even an appliance malfunction that caused your basement to flood, excessive moisture can destroy a home or business in a matter of hours. How quickly you start the process of water damage restoration is the key to minimizing any further secondary damage and avoiding a more costly restoration process later. You need a professional basement clean up expert that is ready in a moment's notice, 24 hours a day, seven days a week, 365 days a year with all of the state of the art equipment needed to get your home or business back in order quickly.
As a leading disaster recovery contractor in the Modesto area we also provide these additional services, and cleanup, flooded basement cleanup, water damage restoration and fire and smoke damage repairs for commercial and residential customers.
Fire Water and Storm Pros of San Diego is the local flooded basement clean up and restoration company you can trust. We are family owned and operated with over 30 years of extensive experience with flooded basements and water damage. We have the largest fleet of service trucks in the industry, each truck is pre loaded with all the equipment and tools needed for any size job, from a small sewage back up to a full scale flooded basement disaster, we have you covered. We are a full service company, with a wide range of services to get your property back to normal quickly.
Emergency Water Removal, Sump Pump Repairs, Drying and Repairs in Modesto California
We are open 24 hours a day to provide you with around the clock emergency service. We can arrive at your home or business in under an hour and provide you with a written estimate for services. Fire Water and Storm Pros of San Diego will gladly work with your insurance agency if you have a policy covering your flood clean up and water damage restoration, or we can offer you convenient direct billing options at your preference. Should you require assistance navigating the insurance claims process, the experts in our billing department will be more then happy to assist you with the filing of your claim. We have over 30 years of extensive experience dealing with insurance claims adjustors.
Each of our water damage technicians is fully IICRC certified, which stands for the Institute of Inspection, Cleaning and Restoration Certification. The IICRC sets forth rigorous standards of excellence, which we not only meet, we exceed. We place our customers satisfaction as our number one goal and we guarantee your complete satisfaction with the work we perform. Our outstanding record of customer satisfaction has earned us an "A+" rating with the Better Business Bureau due to customer trust and satisfaction. We also value business ethics and providing our customers with the best possible service at a reasonable price, so we offer a best price guarantee as well. No one can beat our prices or our level of service. We are also a FEMA approved contractor due to our extensive experience and record of excellence.
Our water restoration services include:
- 24-hour Emergency Response
- Sewage remediation
- Sump pump repair or replacement
- Water Mitigation
- Structural Dehumidification and rapid drying
- Pack out services
- Content cleaning
- Mold remediation
- Temporary power
- Repair or replacement of broken pipes
- Personal contents restoration
- Odor elimination
- Debris removal
- Reconstruction services
If you have had the misfortune of having your basement flood, call the experts at Fire Water and Storm Pros today for a free estimate for clean up and repairs of any water based damage you may have sustained.
Resources for property owners in the Modesto region:


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Please register below to attend. You will receive a confirmation email when your registration is approved. Space is limited to 10 people so please only register if you are able to attend.
COST: Please try the first class free. After that, classes are $20 with discounted passes available for 5, 10 and 20 classes. This class is always free to Faith Lutheran Church members.
Phone: 978.475.3989
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'IT' Writer Returning for 'Part Two,' Likely Hitting Theaters in 2019
Before the latest adaptation of Stephen King's IT even hit theaters, early box office predictions suggested anywhere from a $60 to $70 million opening. By contrast, this year's other big King adaptation, The Dark Tower, has grossed $47.9 million domestic in the month since its release. While we wait for the initial box office numbers to roll in, New Line is already developing a sequel to IT, but it probably won't hit theaters until 2019.
Per THR, New Line has set screenwriter Gary Dauberman to return for IT: Part Two, and although his is the only formal deal at the moment, director Andy Muschietti is also expected to return. Dauberman, whose other credits include the Annabelle movies, received co-writing credit for reworking Cary Fukunaga and Chase Palmer's script for IT.
Dauberman is already working on the screenplay for Part Two, which follows the cast almost 30 years later when they reunite as adults and return to their hometown to confront Pennywise again. The sequel may include flashback scenes that would require the young cast of the first film to return. Locking all of them in — as well as a cast of their adult counterparts — could be tricky (and somewhat costly). But the reception to IT has been largely positive thus far, with the film currently sitting at 88 percent on Rotten Tomatoes, and the opening weekend box office expected to more than justify the sequel.
Muschietti has already publicly expressed his commitment to complete the two-film series, so it probably won't be long before New Line officially announces his return. In the meantime, he has plenty of work on his plate: Muschietti stepped in to replace Scott Derrickson as showrunner on Locke & Key, Hulu's upcoming adaptation of Joe Hill's graphic novel series. (Hill, by the way, is Stephen King's son.) The director is also being eyed by Paramount for Dracul, the first prequel authorized by Bram Stoker's estate and written by the author's great-grand nephew, Dacre Stoker.


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This weekend Eric and I went on a hiking adventure in Hamilton with our cameras, backpacks, and tripod in tote. I totally underestimated how tiring lugging 10 pounds of camera equipment would be while fumbling all over steep trails. Somehow I didn't wipe out despite wearing my 5 year old sneakers with the soles worn out. I will not be making that mistake twice!
I didn't know this until recently, but Hamilton has over 120 waterfalls, making it a very scenic area for photography. Hamilton calls itself the "waterfall capital of the world". Quite a claim! As I type this post on Sunday evening, Eric is printing a map and plans to pin all of the 120 falls that we visit this summer. He has that "man on a mission" look in his eyes. Help…
Before I get to our weekend adventure, here's a little backstory about how we came to love photography. It's a fairly recent interest of ours, or maybe I'm just in denial about how long ago 2007 really is…
Eric bought his first DSLR camera (a Canon 30D) and promptly fell in love with travel photography on a trip to Mexico. I was intimidated by using such a huge camera with so many (breakable) functions, so I stuck with my point-and-shoot (Canon Powershot). His camera made me nervous! My track record wasn't exactly stellar with my point-and-shoot camera anyways; I dropped it countless times. Plus, I could tuck it into my purse wherever I went and it was easy to use. The point-and-shoot did the trick for a while, but as I would soon find out, I quickly outgrew it (or maybe my purse just got bigger). We continued to enjoy travel photography whenever we found ourselves away from home.
We got engaged in Mexico. Thanks to my point-and-shoot snuck in my purse, I have evidence!
End of 2008
We're married.
October 31st, I started Oh She Glows. I continued to use my point-and-shoot camera for about a year and a half. Eric's camera sat mostly unused in the closet while I ignored it.
Here are a few of the first food pictures I took on the blog (one, two, and three) with my point-and-shoot.
Mid-to-end of 2009, after much persuasion from Eric (I think he was trying to tell me something!), I tried out his fancy pants camera. Well, his camera didn't leave my sticky little hands from that point forward. The clarity was unreal and I instantly regretted not using it sooner. I was still intimidated by all of the functions on the 30D and continued to shoot in automatic mode (often with a flash), even though he insisted I shoot in raw mode to get the most benefit out of it.
All in due time. I think it's clear by this point that I'm not one to rush into anything!
I finally started to shoot in raw, manual mode by the end of 2010. Whohoo! I'd like to say that it was easy at first, but there was definitely a major learning curve. All the rules seemed opposite of logic. Habits can be hard to break so I went back to automatic a few times before manual mode finally clicked (literally) with my brain. Once I figured out what my camera could do for me, it opened up a whole other understanding and interest.
I invested in my own camera equipment [see my FAQ page (question #10) for more info], Eric got his camera back (but now wants a new one), and photography is now a huge part of our lives. It drives me crazy at times and can be incredibly frustrating, but the challenge is what keeps me coming back each day. I also learned quite a bit from the book Plate to Pixel. My old point-and-shoot finally died so I now have a newer Canon Powershot camera, still tucked away in my purse at all times! Eric has started to teach himself how to create HDR photos as well as dabbling with Microsoft Photosynth more recently. More on that later.
June 2012
Our first hiking destination this weekend was to Webster Falls (photo top of page). It's very close to the parking lot and extremely easy to get to on well-groomed paths. Very family friendly! After Webster, we walked over to Tews Falls, which was only a 15 minute walk or so from Webster. This walk was a bit more challenging with plenty of stairs, but it was still on well-groomed trails and very easy to find. You can see Tews falls below on the right. This picture was taken from the look out point. Gorgeous!
Apparently there are stairs that lead down to the base of the falls, but they were closed this weekend. I would've just packed up and headed to the next waterfall, but Eric thought it was a good idea to get to the base of Tews falls on our own. Off roading! Eek. I thought he was crazy, but he eventually convinced me with aid of the random directions he printed online. Double eek.
After hiking on what was mostly ungroomed, rocky trails, we ended up getting off-trail for over half an hour. The directions mentioned a campground and when we came across this "lost cabin" we thought that was it. Well, it wasn't the campground, but we were so tired at this point we were debating a nap!
By the time we arrived to the base, we were hot, sweaty, slightly cranky (mostly me), and thankful to be near water. Thirty seconds prior to this, I threatened Eric that I was leaving if we didn't find it soon. ha!
It was off with the sneakers and on with the Crocs!!!
The water was freezing at first, but really refreshing! I was a bit scared getting in the water, but I survived.
The view of Tews from the base! The hike was definitely worth it.
Water is a great way to learn the influence of shutter speed. The images below left are taken using a fast shutter speed (approx 1/400 of a second) and the images below right are taken using a very slow shutter speed (around 1 second or so). The tripod is necessary to ground the camera and prevent shake (although I think there was still a bit of shake as it was on uneven rocks). Also, when using slow shutter speeds, the pictures will be really blurry without a tripod. Lugging the tripod was a pain, but I wouldn't have been able to get the pictures on the right without it.
You can see that the fast shutter speed (left) results in choppier water, while the slow shutter speed (right) results in flowy & smooth water. I'm partial to the right. What about you?
I was covered in Goosebumps head to toe after I got out of the water, but quickly sweat up a storm during the uphill hike back.
After taking tons of pictures, we sat on a rock and relaxed! It was so peaceful listening to the waterfall. We munched on some Endurance Crackers for good measure.
The end of day 1 left us sore and stiff, but super excited for day 2. That will have to wait for another post!
See you for part 2!


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Namiki – Yukari Royale Night Scene Pavillon
Namiki – Yukari Royale Night Scene Pavillon
FP NIB M 18k
Condition= NOS (New Old Stock)
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One hand holds an ultra-fine brush, which, with calm and regular movements dips into the small palette balanced on the thumb of the other hand, which holds the object being lacquered.
Tirelessly, over more than 100 generations, Japanese artists have been repeating these gestures with the precision of ritual observance. Young apprentices learn those gestures from their Masters before they, in turn, become "living treasures", custodians of unique know-how:
Over the centuries the imagination of the artists found a way to transcend the povertà of their palette, as urushi only accommodates a small number of pigments, resulting in a small number of colors. A veritable revolution took place during the reign of Emperor Shomu, in the 8th century A.D., with the birth of "maki-e". Maki-e literally means "painting by sprinkling gold". It is particularly ingenious un that makes the best of the twin qualities of urushi, its stickiness, and its ability to mask the surface on which is applied. This technique consists of sprinkling particles of gold, Silver, or materials such as mother of pearl or abalone shell on, still wet, black, or colored lacquer, respectively known as roiro and iro-urushi.
Extract from the book "The foud seasons of Namiki" by Christophe Larquemin.


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Customer Experience Tools
At a Glance
- Among the 20 tools assessed in our global research, the top 3 in adoption are predictive analytics, sensors in products and operations, and personalized experience.
- New tools with the lowest current adoption have high satisfaction rates: delivery drones, episode management and privacy management. Early adopters get excited about the benefits and possible competitive advantage.
- The greatest benefits typically result from major efforts and investment in a handful of tools, not from limited efforts in a broad range.
- Executives are most bullish about three trends: a substantial drop in cash transactions, automated in-store checkout and automatic shipping of products when customers run out.
Explore more insights from Bain's 2020 Customer Experience Tools and Trends survey: Let No Tool Stand Alone.
DiDi Chuxing, the Chinese ride-sharing firm, has more than 450 million users and handles 25 million rides each day. The terabytes of data generated by all those transactions gives DiDi a huge information advantage. Matching the data it collects on every aspect of millions of rides with end-of-ride ratings from customers allows the company to create predictive models: What sorts of experiences typically produce promoters among its customers? Which ones produce detractors? As a result, DiDi doesn't need to ask all its riders for Net Promoter® feedback; instead, its computer models generate a rating score for almost every ride. Those predictive scores match up very reliably—more than 80% and improving—with what customers say in traditional Net Promoter feedback.
Customer Experience Tools and Trends
Our insights share how the right CX tools make customers' lives richer and more fulfilling and strengthen a company's economics by holding down costs and securing new revenue streams.
This gives DiDi two advantages: First, it provides almost instantaneous modeled feedback to its drivers. Second, it instantly identifies situations where there's some need for relationship or service recovery, triggering an intervention. If DiDi's algorithms identify a pickup that went awry or a ride that took longer than it should have to reach the destination, the company can issue an apology or a credit before the customer even exits the vehicle. If things went especially well, then DiDi's app can prompt the customer with ways to tell friends about the ride-sharing service's benefits.
DiDi's approach offers one glimpse of how predictive analytics can help figure out whether customers are promoters or detractors, and then close the loop and enable direct action. It's also emblematic of the Asia-Pacific region's current lead in adopting advanced tools to improve the customer experience.
The contours of this landscape emerge from Bain & Company's first comprehensive analysis of customer experience tools and trends. We surveyed executives at more than 700 companies worldwide about 20 tools used to enhance the customer experience, in four categories: sensing, deciding, acting and managing (see Figure 1). We then asked executives about the likelihood of 25 different trends occurring by 2025 (see below, "Who is most optimistic about future customer experience trends?"). We also identified the leaders in financial performance, as measured by 10% or higher revenue growth over the past five years and high satisfaction with financial results, to see how their responses differed from the average and from the laggards.
The global research assessed 20 customer experience tools
Adoption: Universal embrace of a few tools
Among the 20 tools we assessed, the top 3 in global adoption are predictive analytics, sensors in products and operations, and personalized experience. While these three are not the oldest tools, they have become the most widely used across most industries in both consumer and business-to-business markets.
Most large firms, for example, have an analytics group devoted to describing, anticipating and improving customer interactions.
Sensors, meanwhile, have taken on a broad set of applications, from supply chains to warehouses to the Internet of Things. Technology manufacturing firms use sensors in their production processes, telecommunications carriers in their towers and retailers in their inventory control systems.
Turning to personalized experience, this set of tools includes recommendation engines, which many firms deploy for online selling and cross-selling. Personalization will continue to be refined through advances in artificial intelligence (AI), despite privacy concerns that are spurring greater government intervention in how companies use customer data. The toothpaste is out of the tube: More and more customers expect their vendors to provide a highly personalized approach, powered by AI. Dialing in the appropriate level of protection against bias or disclosure—which differs for, say, a retailer and a health insurer—will be crucial for companies pursuing this approach.
Broadly speaking, emerging market companies, particularly in the Asia-Pacific region, lead the way in customer experience tool adoption (see Figure 2). For example, Flipkart, a major online retailer in India, has deployed predictive analytics in some creative ways, including how it delivers service through its contact center. Flipkart's liberal use of "sale days" causes substantial variation in the volume and type of customer calls from day to day. That made it difficult to staff the contact appropriately. Predictive analytics has improved the accuracy of Flipkart's forecast of call demand by 30% to 40% per day, which allows the company to adjust staffing levels, and the mix of agents, with greater confidence. Agents are not as rushed, and customers benefit from reduced wait times and a greater chance of resolving the issue in one call. Early results of the contact center changes show that 72% of customers are more likely to recommend Flipkart to a friend or family member.
Asia-Pacific companies have the highest tool adoption rate
Asia-Pacific companies focus especially on tools that sense customer needs and that automate and simplify decision-making processes. Companies in China, India and other emerging markets tend to be less hampered by legacy IT systems and organizational issues than their older, established-market peers. They have been able to experiment with innovative tools and adopt the latest promising technology from scratch, vs. having to integrate new tools into a rigid technology architecture. In addition, data privacy has been a less volatile issue in many emerging markets, as citizens in those countries have grown accustomed to pervasive government monitoring.
By contrast, many companies in Western and other established markets face the challenge of simplifying their IT architecture and their operating models. Large, complex organizations tend to be saddled with functions and departments that operate in silos. Developing a better customer experience increasingly requires modular, more flexible architecture that can support seamless handoffs from one channel to another, as well as integrate different data sources to assemble a single view of the customer.
Looking to the near future, respondents expect the same tools that are popular today to continue having high adoption rates over the next three years (see Figure 3). But companies will make personalization a major focus of investment, as one-to-one sales and marketing and a personalized experience are projected to see high growth in adoption (see Figure 4). One-to-one tools will be particularly popular in Europe and Asia-Pacific, and in the financial services, technology, media and telecommunications industries. Respondents in retail and industrial goods and services expect automated decision engines to be the next big thing.
Tools popular today are expected to have high adoption rates in the near future
Companies expect to rapidly expand use of personalization tools over the next three years
Satisfaction: Familiarity finds the flaws
Simply adopting a tool does not guarantee its effectiveness, of course. The tool must be used in the right way, on the right problems. In fact, according to the research, executives' satisfaction with each tool is negatively correlated with its rate of adoption, notably on the extremes of adoption (see Figure 5). In other words, some of the most-used tools—personalized experience, predictive analytics and sales-force automation—have the lowest levels of satisfaction.
Greater adoption of a tool correlates with lower satisfaction
Several factors explain this correlation. As tools become established, users expect more of them. The longer a tool is in place, the more a company relies on it to deliver better results, but eventually users will run up against the tool's limitations. In addition, as competitors begin using the same tools, they lose their distinctiveness. A few tools such as salesforce automation, moreover, consist of black-box solutions with complex algorithms, which can be frustrating for companies unable to access their inner workings to learn or make adjustments.
Conversely, the tools with the lowest adoption—delivery drones, episode management and privacy management—currently have high satisfaction rates. Early adopters typically are the most excited by new technology because they have spotted a way to benefit and sometimes, they hope, to create a competitive advantage. Among the early commercial adopters of drones, for instance, are JD.com, China's second-largest online retailer, which launched a drone-delivery network covering 100 villages in rural China; Domino's, delivering pizza in rural New Zealand; and Zipline, delivering blood products in Rwanda.
Episode management in particular has proven to be an effective and comprehensive approach for companies looking to create a superior experience (see Figure 6). An episode consists of all the customer-facing and back-office activities involved to fulfill a customer's need. For instance, the episode "I need to replace a lost credit card" ends successfully when the customer receives and activates the new card, allowing her to make purchases again. The sum of episodes over time comprises the entire experience of dealing with the company. A growing number of companies are managing by episode, rather than around products and functions, in order to strengthen their customer relationships. For example, one European telecommunications carrier designed a new debt-collection episode from scratch. Within four months, dunning calls and bad debt dropped by half, and involuntary churn fell by 15%.
Episode management ranks among the three most successful tools, despite being a relatively new approach
Characteristics of the leaders
When we examine the behavior of the leading firms, we find that they use more customer experience tools and are more satisfied with their tools (see Figure 7). The mix of tools used by the leaders also varies a bit from the rest of the pack. They are differentially investing in tools that produce three outcomes: cost optimization and prediction of customer needs, personalized experience, and privacy and security enhancement (see Figure 8). But the most effective tool, they report, is episode management, and the least effective is salesforce automation.
Companies that lead in financial performance use more tools and are more satisfied with them than companies that lag
Three themes emerge as priorities for the leaders
Tool selection: Go all in
The research provides clear evidence that the best outcomes result from major efforts and investment in a handful of tools, not from dabbling in a broad range of tools (see Figure 9). For each tool, we asked how a company implemented it; major adoption efforts yield, on average, higher satisfaction rates than limited efforts—and this applies to every tool.
Major efforts with tools produce higher satisfaction than limited efforts
To reap the greatest benefits from a tool, a company must embed it in its operations and ways of working, rather than bolting it on as a separate project or through a separate team. Embedding it is the only way to change behavior in the organization. For instance, embedding AI throughout a call center, which changes how agents work, will yield far greater results than piloting AI to automate sorting in the mail room.
Consider how sportswear giant Adidas has concentrated its resources on a few tools crucial to its business. The Net Promoter System®, for instance, has proven valuable on several fronts, such as aligning the senior team and the entire organization around the consumer's priorities. In fact, Adidas ties part of all employee bonuses to the brand's Net Promoter Score® relative to competitors. The company tracks its customer experience Net Promoter Score across the world to quickly identify topics of detraction, teasing out the business impact of the topic, strategic relevance and ease of implementing fixes.
Adidas has also doubled down in personalizing the customer experience. For example, a relatively new mobile app customzes content, product and interactions based on a customer's personal preferences and behavior. Using Salesforce technology, Adidas marketers can link activity across every channel to make more contextually relevant connections. The Salesforce data management platform detects Adidas products in social feed photos, creating a more tailored campaign for the consumer in that digital realm.
AI is a third area of focus for Adidas, especially in understanding such challenges as what drives demand, in order to better forecast which products to send to thousands of stores. AI handles a much broader set of variables than humans can.
In contrast to leaders such as Adidas, many executives are hoping for quick wins through light deployment of new tools over the next three years. This presents a major risk for the success of these tools. Amazon CEO Jeff Bezos, in his latest letter to shareholders, points out that learning to do something seemingly simple, such as a freestanding handstand, takes about six months of daily practice. His larger business point is that one should not underestimate how much effort it takes to master a discipline. "Unrealistic beliefs on scope—often hidden and undiscussed—kill high standards," he writes. "To achieve high standards yourself or as part of a team, you need to form and proactively communicate realistic beliefs about how hard something is going to be."
Making the most of the toolkit
Innovation and experimentation are flourishing in the realm of customer experience. Upstart digital competitors emerge every day, and customers have more choices than ever in most product categories. That intense competition puts a premium on selecting and using customer experience tools effectively. The sizable gap between tool usage and satisfaction that our research found presents an opportunity for companies to improve how they select, manage and innovate with tools. Leading firms get the most out of their tools by following a few principles:
- Clarify the business goals. Senior executives must agree on the type of experience they want to deliver in the future, to meet the needs of the target customer segments better than competitors do. They should articulate how the experience supports and builds the brand. A clear vision sets the stage for the strategy and investment priorities— which aspects of the experience need to improve, and which aspects can become a means of truly delighting customers.
- Choose the best handful of tools for the job. In most cases, a few capabilities will be critical to support the chosen experience. A tool will only improve results to the extent that it helps to fulfill customers' needs and, ideally, develops an experience that distinguishes the company from the rest of the pack. These are the tools to double down on through outsize investment and resources.
Adapt to competitive shifts. While focusing investment on the few tools that help create or sustain a distinctive value proposition, companies will still need to keep abreast of developments in the broad range of tools. Technological developments, especially in software, happen quickly, so tool experts and senior managers will want to anticipate which new tools may move from the periphery to the heart of an experience.
The tools discussed here are not a panacea, but they do form an arsenal with which companies can arm themselves to compete. The well-equipped, well-trained company raises the odds of executing its customer strategy at a high level today, as well as adapting that strategy to succeed tomorrow.
Customer Experience Tools and Trends 2018
Twenty tools that companies are using to enhance the customer experience.
Who is most optimistic about future customer experience trends?
Our research asked executives at more than 700 companies worldwide which of 25 customer experience trends would take place by 2025. Overall, two groups were most bullish about the trends:
- On average, 63% of the performance leaders agreed that the trends would occur, compared with 52% for all respondents and 40% for laggard firms. Leaders were most enthusiastic about three trends, involving sensors in retailing and biometric payments (see Figure 10).
- Asia-Pacific executives were more bullish than their counterparts in other regions, with an average agreement rate of 64%, higher than Latin America (60%), Europe (49%) and North America (46%). Respondents in Asia-Pacific see more blending of digital and human elements in several new arenas (see Figure 11). Compared with other regions, many customers in Asia-Pacific are relatively tech savvy, and also more comfortable with the prospect of technology entering their lives and even their bodies.
The leaders are most bullish about three trends
Asia-Pacific executives foresee a greater blending of digital and human elements
Overall, executives globally are most bullish about three trends that already are well underway and have momentum to expand:
- Cash transactions shrinking by 80%, due to the rising importance of mobile and biometric payments
- In-store checkout being automated, for a "pick up and go" shopping experience
- Retailers knowing when a customer runs out of a product and shipping it automatically
Respondents are most skeptical about the following scenarios:
- Drones executing more than two-thirds of small package deliveries
- Automated comparison engines handling all shopping decisions
- Machines becoming customers, as people delegate low-involvement decisions to their own bots
Whether the trends will materialize as expected is not knowable right now. But they are useful signposts when scanning the horizon for the next big thing for customers.
Below are the 25 trends respondents were asked about
All industries
- Artificial intelligence will handle more than 75% of customer service tasks and processes.
- Customer involvement in complaints and maintenance requests will be reduced to minimal levels, as products will self-report problems.
- More than two-thirds of small package deliveries will be executed by drones.
- More than half of current R&D resources will be reallocated to customer experience innovation.
- Traditional advertising will become obsolete, as personalized experience becomes the primary means for companies to engage consumers.
- Virtual reality will turn the living room into a personalized showroom with products and salespeople.
- Machines will become customers, as people delegate low-involvement decisions to their own bots.
- Payment and billing cycles will compress as transaction costs fall by at least 50%.
- Customer sentiment will be transformed with the use of biological sensors (e.g., retina, body temperature, heartbeat) to detect customer emotions.
- Advances in virtual home shopping will push online purchases to 80% of total purchases.
- In-store checkout will be automated, making the shopping experience simply "pick up and go."
- Geolocation devices will notify retailers when a shopper arrives at a store, so they can better serve the customer's needs.
- Retailers will know when a customer runs out of a product and ship it automatically.
- All shopping decisions will be delegated to automated comparison engines.
- Patients will become even more empowered, as artificial intelligence drives diagnosis in at least 75% of cases.
- Nanoscale biotechnology (e.g., devices and sensors embedded in the body) will help prevent 70% of fatalities and enhance management of chronic diseases.
- Virtual consultations will cut in-person physical health visits by more than 50%.
Financial services
- Banking systems will become much safer (for instance, against the risk of cyberattacks), reinforcing customer loyalty and trust.
- 50% of individual investors will use predictive analytics to identify opportunities and drive investment decisions.
- Health insurance purchases and transactions (e.g., filing a claim) will become effortless, thanks to 100% dematerialization and automated processing.
- 100% of financial transactions will use biometric security as an authorization.
- Cash transactions will shrink by 80%, thanks to the rising importance of mobile and biometric payments.
- Technology firms such as Google, Amazon, Facebook and Apple will become top competitors in the financial services market.
Industrial goods
- Data centralization and analytics will enable the exact matching of supply and demand in commodities and other industrial goods.
- Unplanned downtime will approach zero as sensors enable predictive and preventive maintenance.
Explore the 20 tools
Gerard du Toit is a partner with Bain & Company's Customer Strategy & Marketing practice, and leads Bain's customer experience transformation capabilities. Andreas Dullweber leads the practice in Europe, the Middle East and Africa. Richard Hatherall leads the practice in the Asia-Pacific region. Martha Moreau is a director of the practice. They are based, respectively, in Boston, Munich, Hong Kong and Paris.
The authors would like to thank colleagues Basma Abdel Motaal, Saad Agoumi, Suhina Banga, Gokhan Guney and Mira Kalscheuer for their support with the research and John Campbell for his editorial support.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Gerard du Toit: Customer Experience Tools and Trends 2018
Bain Partner Gerard du Toit describes the tools that are trending and how companies are using them in the market.