🧈 Frictionless Service

A business philosophy centered on removing every obstacle between customer and satisfaction, designing experiences so seamless they feel almost invisible.

What Customers Crave

by Nicholas J. Webb • 2016

Good customer service is killing your business. The design-driven method that replaces it.

3.69

289

🧩 Customer Experience Design 🗺️ Customer Journey Mapping ❤️ Emotional Relevance

What Customers Crave 89%

Good customer service is killing your business. The design-driven method that replaces it.

by Nicholas J. Webb 2016

3.69

289 ratings

🧩 Customer Experience Design 🗺️ Customer Journey Mapping ❤️ Emotional Relevance

Customers for Life

by Carl Sewell • 1990

One customer is worth half a million. Keeping them depends on the system behind the smile.

4.20

1k+

🛎️ Customer Experience ⚙️ Service Operations 🔁 Customer Loyalty

Customers for Life 88%

One customer is worth half a million. Keeping them depends on the system behind the smile.

by Carl Sewell 1990

4.20

1k+ ratings

🛎️ Customer Experience ⚙️ Service Operations 🔁 Customer Loyalty

High-Tech, High-Touch Customer Service

by Micah Solomon • 2012

The personal-service secret of beloved brands, and the technology that scales it.

3.77

113

🛎️ Customer Experience 🎨 Service Design 🧠 Hiring For Attitude

High-Tech, High-Touch Customer Service Summary

High-Tech, High-Touch Customer Service 88%

The personal-service secret of beloved brands, and the technology that scales it.

by Micah Solomon 2012

3.77

113 ratings

🛎️ Customer Experience 🎨 Service Design 🧠 Hiring For Attitude

Uncommon Service

by Frances Frei • 2012

The counterintuitive rule of service: to be great, you must first decide where to be bad.

4.01

784

🎨 Service Design 🧑‍🤝‍🧑 Customer Experience ⚖️ Strategic Trade-Offs

Uncommon Service 88%

The counterintuitive rule of service: to be great, you must first decide where to be bad.

by Frances Frei 2012

4.01

784 ratings

🎨 Service Design 🧑‍🤝‍🧑 Customer Experience ⚖️ Strategic Trade-Offs

The Customer Service Revolution

by John R. DiJulius • 2015

A systematic playbook for customer experiences so good your customers stop asking about price.

4.04

279

🎯 Customer Experience ✨ Service Excellence 💪 Employee Empowerment

The Customer Service Revolution 88%

A systematic playbook for customer experiences so good your customers stop asking about price.

by John R. DiJulius 2015

4.04

279 ratings

🎯 Customer Experience ✨ Service Excellence 💪 Employee Empowerment

Automate Your Busywork

by Aytekin Tank • 2023

Most of your workday runs on repeat. The no-code playbook for automating it away.

3.29

391

🤖 Workflow Automation 🔁 Continuous Improvement ⚙️ Personal Systems

Automate Your Busywork 88%

Most of your workday runs on repeat. The no-code playbook for automating it away.

by Aytekin Tank 2023

3.29

391 ratings

🤖 Workflow Automation 🔁 Continuous Improvement ⚙️ Personal Systems

Be Our Guest

by Walt Disney Company • 2001

Behind Disney's legendary guest experience is a practical system any organization can adopt.

3.90

5k+

🎯 Customer Experience 📐 Service Design 🏨 Hospitality Management

Be Our Guest 87%

Behind Disney's legendary guest experience is a practical system any organization can adopt.

by Walt Disney Company 2001

3.90

5k+ ratings

🎯 Customer Experience 📐 Service Design 🏨 Hospitality Management

The Effortless Experience

by Matthew Dixon • 2013

Delight doesn't build loyalty. Ease does. And the ratio is four to one.

3.94

1k+

📞 Customer Service 💝 Customer Experience 🎨 Service Design

The Effortless Experience 87%

Delight doesn't build loyalty. Ease does. And the ratio is four to one.

by Matthew Dixon 2013

3.94

1k+ ratings

📞 Customer Service 💝 Customer Experience 🎨 Service Design

Creating Superfans

by Brittany Hodak • 2023

You can't buy devotion, only earn it: a system for turning indifference into lifelong advocacy.

4.37

260

🛎️ Customer Experience 💎 Customer Loyalty ✨ Experience Design

Creating Superfans 87%

You can't buy devotion, only earn it: a system for turning indifference into lifelong advocacy.

by Brittany Hodak 2023

4.37

260 ratings

🛎️ Customer Experience 💎 Customer Loyalty ✨ Experience Design

The Best Service is No Service

by Bill Price • 2008

Stop optimizing your call center. The real fix is to destroy demand for customer service.

3.98

174

🛎️ Customer Service Strategy ✨ Customer Experience 🎨 Service Design

The Best Service is No Service 87%

Stop optimizing your call center. The real fix is to destroy demand for customer service.

by Bill Price 2008

3.98

174 ratings

🛎️ Customer Service Strategy ✨ Customer Experience 🎨 Service Design

Hug Your Haters

by Jay Baer • 2016

Two playbooks for turning whiners into loyal advocates: one for private calls, one for public posts.

3.85

788

🗣️ Customer Complaints 🔄 Service Recovery 💻 Online Reputation

Hug Your Haters 87%

Two playbooks for turning whiners into loyal advocates: one for private calls, one for public posts.

by Jay Baer 2016

3.85

788 ratings

🗣️ Customer Complaints 🔄 Service Recovery 💻 Online Reputation

Notes from a Friend

by Anthony Robbins • 1995

You are punishing loyal customers for the crimes of the 1 percent. A five-step reset.

3.97

2k+

🎯 Customer Experience 🧩 Service Design 🏷️ Brand Strategy

Notes from a Friend 87%

You are punishing loyal customers for the crimes of the 1 percent. A five-step reset.

by Anthony Robbins 1995

3.97

2k+ ratings

🎯 Customer Experience 🧩 Service Design 🏷️ Brand Strategy

Customer Obsessed

by Eric Berridge • 2016

Customer experience fails in a silo. The fix spans design, data, diversity, and employee engagement.

3.21

🤝 Customer Experience 👥 Employee Engagement 📊 Data-Driven Business

Customer Obsessed 87%

Customer experience fails in a silo. The fix spans design, data, diversity, and employee engagement.

by Eric Berridge 2016

3.21

48 ratings

🤝 Customer Experience 👥 Employee Engagement 📊 Data-Driven Business

Uplifting Service

by Ron Kaufman • 2012

Twelve building blocks and a common language: the blueprint for a service culture rivals can't copy.

3.85

334

🛎️ Service Culture 🧠 Service Mindset 🏢 Corporate Culture

Uplifting Service 87%

Twelve building blocks and a common language: the blueprint for a service culture rivals can't copy.

by Ron Kaufman 2012

3.85

334 ratings

🛎️ Service Culture 🧠 Service Mindset 🏢 Corporate Culture

What Clients Love

by Harry Beckwith • 2003

Clients choose who they like. A field guide for turning that fact into faster growth.

4.00

354

🤝 Client Relationships 🏢 Service Businesses 🏗️ Brand Building

What Clients Love 87%

Clients choose who they like. A field guide for turning that fact into faster growth.

by Harry Beckwith 2003

4.00

354 ratings

🤝 Client Relationships 🏢 Service Businesses 🏗️ Brand Building

Chatbots - how to master the marketing strategies of the big marketplaces

by digital world • 2024

51% of customers expect 24/7 support. The guide to chatbots that answer when you cannot.

🖥️ Customer Service Automation 💬 Conversational Ai 🔄 Omnichannel Strategy

Chatbots - how to master the marketing strategies of the big marketplaces Summary

Chatbots - how to master the marketing strategies of the big marketplaces 87%

51% of customers expect 24/7 support. The guide to chatbots that answer when you cannot.

by digital world 2024

🖥️ Customer Service Automation 💬 Conversational Ai 🔄 Omnichannel Strategy

Hug Your Customers

by Jack Mitchell • 2003

A family retailer's playbook for replacing sales scripts with genuine human connection.

4.03

986

🛍️ Customer Experience 👨‍👩‍👧‍👦 Family Business 🏬 Retail Management

Hug Your Customers 87%

A family retailer's playbook for replacing sales scripts with genuine human connection.

by Jack Mitchell 2003

4.03

986 ratings

🛍️ Customer Experience 👨‍👩‍👧‍👦 Family Business 🏬 Retail Management

Discovering the Soul of Service

by Leonard L. Berry • 1999

The sustainable success playbook from 14 companies that chose values over shortcuts.

4.05

375

🏢 Service Industry 🤝 Customer Experience 🏷️ Brand Management

Discovering the Soul of Service 87%

The sustainable success playbook from 14 companies that chose values over shortcuts.

by Leonard L. Berry 1999

4.05

375 ratings

🏢 Service Industry 🤝 Customer Experience 🏷️ Brand Management

What Would Apple Do?

by Dirk Beckmann • 2013

The design and business rules Apple uses to dominate industries, and how to steal them.

3.21

📱 Product Design 💻 Technology Business 🧑‍💻 User-Centered Design

What Would Apple Do? 87%

The design and business rules Apple uses to dominate industries, and how to steal them.

by Dirk Beckmann 2013

3.21

43 ratings

📱 Product Design 💻 Technology Business 🧑‍💻 User-Centered Design

The Connected Company

by Dave Gray • 2012

When customers network faster than your hierarchy can respond, the answer is small autonomous teams.

4.11

617

🏗️ Organizational Design 🛎️ Service Economy 🕸️ Networked Business

The Connected Company 87%

When customers network faster than your hierarchy can respond, the answer is small autonomous teams.

by Dave Gray 2012

4.11

617 ratings

🏗️ Organizational Design 🛎️ Service Economy 🕸️ Networked Business

Never Lose a Customer Again

by Joey Coleman • 2018

After the sale, keep the customer: a hundred-day playbook to turn one-time buyers into advocates.

4.18

1k+

📈 Customer Retention ✨ Customer Experience 🚀 Onboarding

Never Lose a Customer Again 87%

After the sale, keep the customer: a hundred-day playbook to turn one-time buyers into advocates.

by Joey Coleman 2018

4.18

1k+ ratings

📈 Customer Retention ✨ Customer Experience 🚀 Onboarding

Bank 3.0

by Brett King • 2012

Customers check phones twice daily and branches twice yearly. Banks are built for the opposite.

3.63

384

🏦 Retail Banking 💻 Digital Transformation 📱 Fintech

Bank 3.0 87%

Customers check phones twice daily and branches twice yearly. Banks are built for the opposite.

by Brett King 2012

3.63

384 ratings

🏦 Retail Banking 💻 Digital Transformation 📱 Fintech

All New Third Edition Be Our Guest (Completely Revised and Updated Third Edition)

by The Disney Institute • 2060

How a theme park operator turns customer service into theater, and the blueprint you can steal.

3.33

🧑‍🤝‍🧑 Customer Service 🏨 Hospitality Management 🎢 Experience Design

All New Third Edition Be Our Guest (Completely Revised and Updated Third Edition) Summary

All New Third Edition Be Our Guest (Completely Revised and Updated Third Edition) 87%

How a theme park operator turns customer service into theater, and the blueprint you can steal.

by The Disney Institute 2060

3.33

3 ratings

🧑‍🤝‍🧑 Customer Service 🏨 Hospitality Management 🎢 Experience Design

Mapping Experiences

by James Kalbach • 2015

One diagram that puts customer actions and business processes on one page: the gaps become obvious.

4.11

694

🗺️ Experience Mapping 🛠️ Service Design 💼 Jobs To Be Done

Mapping Experiences 87%

One diagram that puts customer actions and business processes on one page: the gaps become obvious.

by James Kalbach 2015

4.11

694 ratings

🗺️ Experience Mapping 🛠️ Service Design 💼 Jobs To Be Done

Information Architecture for the World Wide Web

by Peter Morville • 1998

Why most large websites feel like a maze, and the craft of making them findable.

3.93

4k+

🧱 Information Architecture 🌐 Web Design 💻 User Experience Design

Information Architecture for the World Wide Web Summary

Information Architecture for the World Wide Web 87%

Why most large websites feel like a maze, and the craft of making them findable.

by Peter Morville 1998

3.93

4k+ ratings

🧱 Information Architecture 🌐 Web Design 💻 User Experience Design

Being Digital

by Nicholas Negroponte • 1995

Why your TV, newspaper, and phone are about to merge into one seamless stream of bits.

3.80

2k+

💻 Digital Transformation 📡 Media Convergence 🎛️ Interface Design

Being Digital 86%

Why your TV, newspaper, and phone are about to merge into one seamless stream of bits.

by Nicholas Negroponte 1995

3.80

2k+ ratings

💻 Digital Transformation 📡 Media Convergence 🎛️ Interface Design

What Would Google Do?

by Jeff Jarvis • 2009

The internet's most successful company wrote a playbook, and it has nothing to do with search.

3.87

11k+

🌐 Internet Business 🏗️ Platform Economics 🔓 Open Systems

What Would Google Do? 86%

The internet's most successful company wrote a playbook, and it has nothing to do with search.

by Jeff Jarvis 2009

3.87

11k+ ratings

🌐 Internet Business 🏗️ Platform Economics 🔓 Open Systems

If Disney Ran Your Hospital

by Fred Lee • 2004

Patients compare your hospital to Disney, not the one across town. Courtesy decides who wins.

4.01

1k+

🏥 Healthcare Management 🤲 Patient Experience 🏛️ Organizational Culture

If Disney Ran Your Hospital 86%

Patients compare your hospital to Disney, not the one across town. Courtesy decides who wins.

by Fred Lee 2004

4.01

1k+ ratings

🏥 Healthcare Management 🤲 Patient Experience 🏛️ Organizational Culture

The Membership Economy

by Robbie Kellman Baxter • 2015

Why the smartest companies don't sell you a thing anymore: they enroll you in something.

3.73

1k+

🧾 Subscription Economy 🧲 Customer Retention 🚪 Customer Onboarding

The Membership Economy 86%

Why the smartest companies don't sell you a thing anymore: they enroll you in something.

by Robbie Kellman Baxter 2015

3.73

1k+ ratings

🧾 Subscription Economy 🧲 Customer Retention 🚪 Customer Onboarding

Fans First

by Jesse Cole • 2022

Forget advertising. How to build fans devoted enough to drive across the country for you.

4.36

983

🎯 Customer Experience ⚾ Sports Business 📣 Word Of Mouth

Fans First 86%

Forget advertising. How to build fans devoted enough to drive across the country for you.

by Jesse Cole 2022

4.36

983 ratings

🎯 Customer Experience ⚾ Sports Business 📣 Word Of Mouth

Youtility

by Jay Baer • 2013

Turn your marketing into a free tool: replace ads with apps, and customers sell themselves.

3.99

1k+

📄 Content Marketing 🤝 Trust Building ⏱️ Real-Time Marketing

Youtility 86%

Turn your marketing into a free tool: replace ads with apps, and customers sell themselves.

by Jay Baer 2013

3.99

1k+ ratings

📄 Content Marketing 🤝 Trust Building ⏱️ Real-Time Marketing

Outside In

by Harley Manning • 2012

Customer experience is the moat competitors can't copy. A complete blueprint for engineering yours.

3.93

835

🛎️ Customer Experience 🎨 Service Design 🗺️ Journey Mapping

Outside In 86%

Customer experience is the moat competitors can't copy. A complete blueprint for engineering yours.

by Harley Manning 2012

3.93

835 ratings

🛎️ Customer Experience 🎨 Service Design 🗺️ Journey Mapping

ITIL For Beginners

by ClydeBank Technology • 2015

Five lifecycle phases that transform chaotic IT into a stable, business-aligned service machine.

3.46

130

🖥️ IT Service Management 🤝 Business Alignment 📋 IT Governance

ITIL For Beginners 86%

Five lifecycle phases that transform chaotic IT into a stable, business-aligned service machine.

by ClydeBank Technology 2015

3.46

130 ratings

🖥️ IT Service Management 🤝 Business Alignment 📋 IT Governance

Intention Economy

by Doc Searls • 2012

The market flipped: when customers bring the data and set the terms, everybody wins.

3.71

177

🌐 Internet Commerce 💪 Customer Empowerment 🔐 Data Ownership

Intention Economy 86%

The market flipped: when customers bring the data and set the terms, everybody wins.

by Doc Searls 2012

3.71

177 ratings

🌐 Internet Commerce 💪 Customer Empowerment 🔐 Data Ownership

Evernote for your Life

by Tyler Collins • 2012

Tags, not folders. Search, not filing. Turn one app into your documents, tasks, and contacts hub.

3.40

580

📱 Productivity Software 🧠 Personal Knowledge Management 🗂️ Digital Organization

Evernote for your Life 86%

Tags, not folders. Search, not filing. Turn one app into your documents, tasks, and contacts hub.

by Tyler Collins 2012

3.40

580 ratings

📱 Productivity Software 🧠 Personal Knowledge Management 🗂️ Digital Organization

Product-Led Onboarding

by Ramli John • 2021

Retention starts before signup, not after. The system for turning trial users into loyal customers.

4.18

440

🧱 Product Management 🔄 Customer Retention 🧠 Behavioral Design

Product-Led Onboarding 86%

Retention starts before signup, not after. The system for turning trial users into loyal customers.

by Ramli John 2021

4.18

440 ratings

🧱 Product Management 🔄 Customer Retention 🧠 Behavioral Design

Less Doing, More Living

by Ari R. Meisel • 2014

Replace your to-do list with an empty inbox, outsourced errands, and finances on autopilot.

3.35

1k+

🔄 Productivity Systems 🤝 Task Delegation 🤖 Life Automation

Less Doing, More Living 86%

Replace your to-do list with an empty inbox, outsourced errands, and finances on autopilot.

by Ari R. Meisel 2014

3.35

1k+ ratings

🔄 Productivity Systems 🤝 Task Delegation 🤖 Life Automation

Shut Up and Listen!

by Tilman Fertitta • 2019

A billionaire's blunt playbook: why niceness, tiny details, and bad timing create empires.

3.89

1k+

🛎️ Customer Experience 🛠️ Pragmatic Leadership 💰 Financial Literacy

Shut Up and Listen! 86%

A billionaire's blunt playbook: why niceness, tiny details, and bad timing create empires.

by Tilman Fertitta 2019

3.89

1k+ ratings

🛎️ Customer Experience 🛠️ Pragmatic Leadership 💰 Financial Literacy

Bank 2.0

by Brett King • 2010

The banking business model is broken. The replacement is already in your pocket.

3.61

193

🏦 Retail Banking 💼 Financial Services 🔄 Digital Transformation

Bank 2.0 86%

The banking business model is broken. The replacement is already in your pocket.

by Brett King 2010

3.61

193 ratings

🏦 Retail Banking 💼 Financial Services 🔄 Digital Transformation

Creative Selection

by Ken Kocienda • 2018

How Apple's engineers really worked: no sudden genius, just relentless demos and decisive taste.

4.05

5k+

🎨 Product Design 🖥️ User Experience 🔄 Iterative Prototyping

Creative Selection 86%

How Apple's engineers really worked: no sudden genius, just relentless demos and decisive taste.

by Ken Kocienda 2018

4.05

5k+ ratings

🎨 Product Design 🖥️ User Experience 🔄 Iterative Prototyping

Faster

by Ankit Fadia • 2013

100 tips for faster devices, smarter email, and a phone that actually saves you time.

4.05

211

💻 Digital Productivity 📱 Tech How-To 🔧 Life Hacks

Faster 86%

100 tips for faster devices, smarter email, and a phone that actually saves you time.

by Ankit Fadia 2013

4.05

211 ratings

💻 Digital Productivity 📱 Tech How-To 🔧 Life Hacks

Fintech in a Flash

by Agustin Rubini • 2017

Mobile payments, blockchain, and algorithm-driven loans: the new plumbing of global money.

3.64

140

🏦 Financial Services 📱 Digital Banking 💳 Payments Innovation

Fintech in a Flash 86%

Mobile payments, blockchain, and algorithm-driven loans: the new plumbing of global money.

by Agustin Rubini 2017

3.64

140 ratings

🏦 Financial Services 📱 Digital Banking 💳 Payments Innovation

Amaze Every Customer Every Time

by Shep Hyken • 2013

How a hardware chain beats the giants on service: 52 tactics your business can steal.

3.94

192

✨ Customer Experience 💪 Employee Empowerment 🏛️ Company Culture

Amaze Every Customer Every Time 86%

How a hardware chain beats the giants on service: 52 tactics your business can steal.

by Shep Hyken 2013

3.94

192 ratings

✨ Customer Experience 💪 Employee Empowerment 🏛️ Company Culture

Unreasonable Hospitality

by Will Guidara • 2022

Extraordinary service: how one restaurant made every guest feel like the only guest.

4.41

38k+

🍽️ Restaurant Management 🛎️ Service Industry ✨ Guest Experience

Unreasonable Hospitality 86%

Extraordinary service: how one restaurant made every guest feel like the only guest.

by Will Guidara 2022

4.41

38k+ ratings

🍽️ Restaurant Management 🛎️ Service Industry ✨ Guest Experience

Recoding America

by Jennifer Pahlka • 2023

Government's tech catastrophes share one cause: it treats code as a purchase, never a practice.

4.37

3k+

🖥️ Gov Tech 🔄 Digital Transformation 🔁 Agile Government

Recoding America 86%

Government's tech catastrophes share one cause: it treats code as a purchase, never a practice.

by Jennifer Pahlka 2023

4.37

3k+ ratings

🖥️ Gov Tech 🔄 Digital Transformation 🔁 Agile Government

Time Management for System Administrators

by Thomas A. Limoncelli • 2005

Your brain is not a ticketing system. Capture everything, script the rest, and leave at five.

4.21

1k+

🖥️ It Operations 💼 Tech Careers 🛑 Interruption Management

Time Management for System Administrators Summary

Time Management for System Administrators 86%

Your brain is not a ticketing system. Capture everything, script the rest, and leave at five.

by Thomas A. Limoncelli 2005

4.21

1k+ ratings

🖥️ It Operations 💼 Tech Careers 🛑 Interruption Management

Think Like Amazon

by ROSSMAN • 2019

The 50.5 principles that turned an online bookstore into the world's most relentless company.

4.08

440

🖥️ Digital Transformation 🎯 Customer Centricity 🧪 Experimentation Culture

Think Like Amazon 86%

The 50.5 principles that turned an online bookstore into the world's most relentless company.

by ROSSMAN 2019

4.08

440 ratings

🖥️ Digital Transformation 🎯 Customer Centricity 🧪 Experimentation Culture

Modern Software Engineering

by David Farley • 2021

Software is not a craft; it's a science. The discipline that turns teams into learning machines.

4.16

1k+

🔬 Scientific Engineering 🔄 Continuous Delivery 🔁 Feedback Loops

Modern Software Engineering 86%

Software is not a craft; it's a science. The discipline that turns teams into learning machines.

by David Farley 2021

4.16

1k+ ratings

🔬 Scientific Engineering 🔄 Continuous Delivery 🔁 Feedback Loops

Lean Software Development

by Mary Poppendieck • 2003

The lean manufacturing toolkit, adapted for software teams: cut waste, ship faster, decide later.

4.19

1k+

🏭 Lean Methodology 🔄 Agile Methods 🚀 Continuous Delivery

Lean Software Development 86%

The lean manufacturing toolkit, adapted for software teams: cut waste, ship faster, decide later.

by Mary Poppendieck 2003

4.19

1k+ ratings

🏭 Lean Methodology 🔄 Agile Methods 🚀 Continuous Delivery

Bezonomics

by Brian Dumaine • 2020

The self-reinforcing loop that built Amazon's empire, and how the best companies are stealing it.

3.76

2k+

🛒 E-Commerce 🏗️ Platform Business Models 🤖 AI-Powered Growth

Bezonomics 86%

The self-reinforcing loop that built Amazon's empire, and how the best companies are stealing it.

by Brian Dumaine 2020

3.76

2k+ ratings

🛒 E-Commerce 🏗️ Platform Business Models 🤖 AI-Powered Growth

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