“I and my companions suffer from a disease of the heart which can be cured only with gold.” —Hernán CortésIt was a moment unique in human history, the face-to-face meeting between two men from civilizations a world apart. Only one would survive the encounter. In 1519, Hernán Cortés arrived on the shores of Mexico with a roughshod crew of adventurers and the intent to expand the Spanish empire. Along the way, this brash and roguish conquistador schemed to convert the native inhabitants to Catholicism and carry off a fortune in gold. That he saw nothing paradoxical in his intentions is one of the most remarkable—and tragic—aspects of this unforgettable story of conquest.In Tenochtitlán, the famed City of Dreams, Cortés met his Aztec counterpart, Montezuma: king, divinity, ruler of fifteen million people, and commander of the most powerful military machine in the Americas. Yet in less than two years, Cortés defeated the entire Aztec nation in one of the most astonishing military campaigns ever waged. Sometimes outnumbered in battle thousands-to-one, Cortés repeatedly beat seemingly impossible odds. Buddy Levy meticulously researches the mix of cunning, courage, brutality, superstition, and finally disease that enabled Cortés and his men to survive.Conquistador is the story of a lost kingdom—a complex and sophisticated civilization where floating gardens, immense wealth, and reverence for art stood side by side with bloodstained temples and gruesome rites of human sacrifice. It’s the story of Montezuma—proud, spiritual, enigmatic, and doomed to misunderstand the stranger he thought a god. Epic in scope, as entertaining as it is enlightening, Conquistador is history at its most riveting.From the Hardcover edition.

    There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.How did Cleveland Clinic turn itself around so effectively and so quickly?More important, how can you do the same with your organization?In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers:How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow leaders improved the critical element of physician communicationRather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

    By 1967 the Lucas farm has fallen into disrepair, thanks to the hard drinking of John Lucas, who brutalizes his wife and two sons. When the eldest, James, escapes by enlisting to fight in Vietnam, he leaves young Bill alone to protect his mother with only his own will and the spirit of his brother to guide him. Beautifully written and deeply felt, The Turtle Warrior takes readers from the heartland of America to the battlefields of World War II and Vietnam weaving a haunting tale of an unforgettable world where the physical and spiritual, the past and the present, merge.

    With all the emphasis on the rich and famous in America, we would think we know everything about them. In reality, very few of us truly understand those who make up the very wealthiest Americans--those with liquid assets of $5 million or more. What is this new class of people and how did they get that way?In The New Elite, the authors reveal what motivates our country's most powerful and influential class, what they want, where they shop, and how they really spend their money. With candor and unique insight, they reveal that the people who drive our economy are not Ivy league-educated, luxury-seeking socialites. While they include luminaries like Bill Gates, David Geffen, Ralph Lauren, and Donald Trump, they also include the small business owner next door. Based on unprecedented research with hundreds of interviews with members of this unique group, The New Elite uncovers the five classes of America's newly wealthy--including those who struggle with its implications, those who refuse to let it change them, and those who give it away, and how each of them is changing our culture and economy. This is an entertaining and enlightening look at America's ruling class, the profound ways they have redefined what it means to be rich, and how we court them.

    They clarify the context and importance of technological and societal shifts that are changing the nature of customer expectations and relationships.

    T. R. Fehrenbach traces the Comanches' rise to power, from their prehistoric origins to their domination of the high plains for more than a century until their demise in the face of Anglo-American expansion.Master horseback riders who lived in teepees and hunted bison, the Comanches were stunning orators, disciplined warriors, and the finest makers of arrows. They lived by a strict legal code and worshipped within a cosmology of magic. As he portrays the Comanche lifestyle, Fehrenbach re-creates their doomed battle against European encroachment. While they destroyed the Spanish dream of colonizing North America and blocked the French advance into the Southwest, the Comanches ultimately fell before the Texas Rangers and the U. S. Army in the great raids and battles of the mid-nineteenth century.This is a classic American story, vividly and poignantly told.

    The story centers upon a man named Nicolan who has been sold into slavery to the Romans but escapes to Attila and helps the Hun in an effort to avenge himself on the Romans. There is also a love story involving Nicolan and a girl from his homeland and a sub-plot or two of interest.

    Although their mother is very keen to see them all married to wealthy men, Elizabeth is determined that she will only ever marry for love.At a ball, Elizabeth meets Mr Darcy, who at first she believes is proud and haughty.But perhaps there is more to him than first meets the eye...Katherine Woodfine is best known for her historical series, The Sinclair Mysteries, which includes The Clockwork Sparrow. A huge fan of Jane Austen from a young age, she's perfectly placed to bring the Bennet sisters to a new audience.Eglantine Ceulemans captures all of Austen's satire and wit, bringing her colourful casts to life with warm and funny black and white illustrations.Illustrated and retold editions are also available for: Emma, Persuasion, Sense and Sensibility, Mansfield Park and Northanger Abbey. The perfect way to discover Austen for the first time, this bright and bold collection features some of the most inspiring and famous heroines in English literature. For readers aged eight and up.

    He first revisits the old stories--Hermes in Greece, Eshu in West Africa, Krishna in India, Coyote in North America, among others--and then holds them up against the life and work of more recent creators: Picasso, Duchamp, Ginsberg, John Cage, and Frederick Douglass. Authoritative in its scholarship, loose-limbed in its style, Trickster Makes This World ranks among the great works of modern cultural criticism.

    This wonderfully colorful and appealing anthology gathers more than 130 Native American legends, many told to the authors by elder storytellers and tribal historians.

    The Way That Girls Love; How Much Love Costs Old Men;

    Now fast-forward fourteen years to a bowling alley deep in the Indian Territories. People that bowling alley with characters named LP Deal, Cat Stand, Mary Boy, Courtney Peltdowne, Back Iron, Denim Horse, Naitche, and give them a chance to find a treaty signed under duress by General Sherman, which effectively gives all of the Americas back to the Indians, only hide that treaty in a stolen pipe, put it in a locker, and flush the key down the toilet. Ask LP Deal and the rest what they will trade to get that key back--maybe, everything.

    Completely and utterly authentic, its captivating narrator is the most famous member of the Apache tribe: Geronimo.The spiritual and intellectual leader of the American Indians who defended their land from both Mexico and the United States for many years, Geronimo surrendered in 1886. Two decades later, while under arrest, he told his story through a native interpreter to S. M. Barrett, an Oklahoma school superintendent. Barrett explains in his introduction, "I wrote to President Roosevelt that here was an old Indian who had been held a prisoner of war for twenty years and had never been given a chance to tell his side of the story, and asked that Geronimo be granted permission to tell for publication, in his own way, the story of his life."This remarkable testament is the result. It begins with Geronimo's retelling of an Apache creation myth and his descriptions of his youth and family. He explains his military tactics as well as traditional practices, including hunting and religious rituals, and reflects upon his hope for the survival of his people and their culture.

    Although they live in a rambling white house in a midwestern town called Meadows, the Cutters are too irreducibly real to stand in for the average all-American family created by pollsters, popular magazines, and television sitcoms.They compete for the reader's attention, pursuing happiness in human ways that have not changed since 1926, when The Cutters was first published. But it is Nell Cutter who best illustrates Bess Streeter Aldrich's strength in drawing memorable characters. Whether she is decorating the house on a budget for wealthy guests or testing child-raising theories or trying to make the daily loaf a little more yeasty, Nell Cutter is not afraid to ex-periment. She may go out on a limb, but it is seldom a dead one.

    Includes "Grass," "Prayers of Steel," "Flanders," "Prairie," "Shenandoah," many more. Introduction. Index of First Words.