“I thought of [ Linda Kapla] Thaler when I began to look into whether advertising, which plays such a large role in the American economy, might be ailing, and how it was being affected by new media and by new technologies. (Last year, more than five hundred billion dollars was spent on advertising and marketing in the United States–half the worldwide total.)”

“Not So Basic Training, a West Michigan business training company, will offer ‘Customer Service Boot Camp’ for businesses that want to make sure every customer is treated with top-notch service. ‘We appreciate your business. Please remain on hold for the next available service agent’ is a message we all hear too frequently,’ Not So Basic Training President Mitzi Taylor said.”