🏨 Hospitality Industry

Stories and studies set in the world of hotels, restaurants, and service — where glamour and grueling labor coexist behind the scenes. These books reveal the human dynamics of an industry built on making others feel welcome.

Heads in Beds

by Jacob Tomsky • 2012

Twenty dollars at check-in buys what a loyalty card cannot. A hotel veteran spills the rest.

3.58

23k+

🏨 Hotel Industry 🛎️ Service Industry 📋 Workplace Memoir 🕵️ Insider Expose 🎭 Emotional Labor

Heads in Beds 91%

Twenty dollars at check-in buys what a loyalty card cannot. A hotel veteran spills the rest.

by Jacob Tomsky 2012

3.58

23k+ ratings

🏨 Hotel Industry 🛎️ Service Industry 📋 Workplace Memoir 🕵️ Insider Expose 🎭 Emotional Labor

Confessions of an Event Planner

by Judy Allen • 2009

Behind the elegant table settings: what an event planner really does when the guests run wild.

3.27

🎪 Event Planning ⚖️ Ethical Dilemmas 🚨 Crisis Management 🤝 Client Relationships 🚧 Professional Boundaries

Confessions of an Event Planner 90%

Behind the elegant table settings: what an event planner really does when the guests run wild.

by Judy Allen 2009

3.27

33 ratings

🎪 Event Planning ⚖️ Ethical Dilemmas 🚨 Crisis Management 🤝 Client Relationships 🚧 Professional Boundaries

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 🤝 Team Empowerment 💡 Creative Leadership

Unreasonable Hospitality 90%

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 🤝 Team Empowerment 💡 Creative Leadership

Hotel Babylon

by Anonymous • 2004

Luxury hotels: everything's for sale, everyone steals, and the concierge has a guy for that.

3.62

3k+

🛎️ Service Industry ExposéS 🎭 Anonymous Tell-Alls 💸 Low-Wage Work 🎯 Gonzo Memoir ✨ Luxury Service

Hotel Babylon 90%

Luxury hotels: everything's for sale, everyone steals, and the concierge has a guy for that.

by Anonymous 2004

3.62

3k+ ratings

🛎️ Service Industry ExposéS 🎭 Anonymous Tell-Alls 💸 Low-Wage Work 🎯 Gonzo Memoir ✨ Luxury Service

Restaurant Man

by Joe Bastianich • 2012

Why every restaurant survives on a lie: appear generous, but run your books like a miser.

3.66

1k+

🍽️ Restaurant Business 📖 Culinary Memoirs 🚀 Food Entrepreneurship 💰 Small Business Finance 🍷 Wine Industry

Restaurant Man 89%

Why every restaurant survives on a lie: appear generous, but run your books like a miser.

by Joe Bastianich 2012

3.66

1k+ ratings

🍽️ Restaurant Business 📖 Culinary Memoirs 🚀 Food Entrepreneurship 💰 Small Business Finance 🍷 Wine Industry

The New Gold Standard

by Joseph A. Michelli • 2008

Trust your frontline with $2,000 per guest to fix anything: the Ritz-Carlton service method.

3.92

1k+

🏨 Luxury Hospitality ⭐ Service Excellence 💪 Employee Empowerment 🏛️ Corporate Culture 🎯 Customer Experience

The New Gold Standard 89%

Trust your frontline with $2,000 per guest to fix anything: the Ritz-Carlton service method.

by Joseph A. Michelli 2008

3.92

1k+ ratings

🏨 Luxury Hospitality ⭐ Service Excellence 💪 Employee Empowerment 🏛️ Corporate Culture 🎯 Customer Experience

Raise the Bar

by Jon Taffer • 2013

The bar turnaround playbook: why reactions beat drinks, and what actually brings customers back.

3.94

771

🍸 Bar Management 🎨 Service Design 🔄 Business Turnarounds 😊 Hiring For Attitude 📋 Menu Engineering

Raise the Bar 89%

The bar turnaround playbook: why reactions beat drinks, and what actually brings customers back.

by Jon Taffer 2013

3.94

771 ratings

🍸 Bar Management 🎨 Service Design 🔄 Business Turnarounds 😊 Hiring For Attitude 📋 Menu Engineering

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 🔄 Process Improvement 🎪 Experience Economy

Be Our Guest 89%

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 🔄 Process Improvement 🎪 Experience Economy

Setting the Table

by Danny Meyer • 2006

A stakeholder hierarchy that puts investors last. It built a restaurant empire anyway.

4.04

10k+

🍽️ Restaurant Management 🧠 Emotional Intelligence 🙌 Servant Leadership ✨ Customer Experience 🔧 Service Recovery

Setting the Table 89%

A stakeholder hierarchy that puts investors last. It built a restaurant empire anyway.

by Danny Meyer 2006

4.04

10k+ ratings

🍽️ Restaurant Management 🧠 Emotional Intelligence 🙌 Servant Leadership ✨ Customer Experience 🔧 Service Recovery

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 💪 Employee Empowerment 🏛️ Service Culture

High-Tech, High-Touch Customer Service Summary

High-Tech, High-Touch Customer Service 89%

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 💪 Employee Empowerment 🏛️ Service Culture

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 🧭 Values-Based Leadership 🌱 Employee Empowerment

Discovering the Soul of Service 88%

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 🧭 Values-Based Leadership 🌱 Employee Empowerment

Appetite for America

by Stephen Fried • 2010

A railroad restaurant empire that civilized the West and launched America's first female workforce.

4.21

1k+

🚂 Railroad History 💼 Gilded Age Business 🏜️ Frontier Settlement 👩‍💼 Women's Labor History 🎭 Cultural Tourism

Appetite for America 88%

A railroad restaurant empire that civilized the West and launched America's first female workforce.

by Stephen Fried 2010

4.21

1k+ ratings

🚂 Railroad History 💼 Gilded Age Business 🏜️ Frontier Settlement 👩‍💼 Women's Labor History 🎭 Cultural Tourism

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 💪 Employee Engagement ⚙️ Operational Excellence

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) 88%

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 💪 Employee Engagement ⚙️ Operational Excellence

Behind the Kitchen Door

by Sarumathi Jayaraman • 2013

Ten million workers, poverty wages, no paid sick leave: what sustainable food leaves off the menu.

3.65

489

🍽️ Restaurant Industry 👩‍🍳 Restaurant Workers 🌾 Food Justice ✊ Labor Rights 💰 Wage Inequality

Behind the Kitchen Door 88%

Ten million workers, poverty wages, no paid sick leave: what sustainable food leaves off the menu.

by Sarumathi Jayaraman 2013

3.65

489 ratings

🍽️ Restaurant Industry 👩‍🍳 Restaurant Workers 🌾 Food Justice ✊ Labor Rights 💰 Wage Inequality

Marketing for hospitality and tourism

by James C. Makens • 1995

Why guests turn down the best offer: the consumer behavior playbook for hospitality marketers.

4.01

406

🏨 Hospitality Marketing 🔄 Consumer Behavior ✈️ Tourism Marketing 🛒 Buying Decisions 📊 Market Segmentation

Marketing for hospitality and tourism Summary

Marketing for hospitality and tourism 88%

Why guests turn down the best offer: the consumer behavior playbook for hospitality marketers.

by James C. Makens 1995

4.01

406 ratings

🏨 Hospitality Marketing 🔄 Consumer Behavior ✈️ Tourism Marketing 🛒 Buying Decisions 📊 Market Segmentation

Sous Chef

by Michael Gibney • 2014

From morning delivery to last ticket: a sous chef's 24 hours of heat, hierarchy, and precision.

3.64

8k+

🍳 Professional Kitchens 🧑‍🍳 Kitchen Hierarchy 🍽️ Service Culture 📖 Kitchen Memoirs 🏢 Restaurant Industry

Sous Chef 88%

From morning delivery to last ticket: a sous chef's 24 hours of heat, hierarchy, and precision.

by Michael Gibney 2014

3.64

8k+ ratings

🍳 Professional Kitchens 🧑‍🍳 Kitchen Hierarchy 🍽️ Service Culture 📖 Kitchen Memoirs 🏢 Restaurant Industry

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 🔄 Corporate Culture Change 💝 Emotional Connection

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 🔄 Corporate Culture Change 💝 Emotional Connection

Excellence Wins

by Horst Schulze • 2019

Arm employees with $2,000 to solve problems, no permission. The system that makes that pay off.

4.43

2k+

🏆 Service Excellence 💫 Customer Experience 🔓 Employee Empowerment 🏛 Organizational Culture 🤝 Servant Leadership

Excellence Wins 88%

Arm employees with $2,000 to solve problems, no permission. The system that makes that pay off.

by Horst Schulze 2019

4.43

2k+ ratings

🏆 Service Excellence 💫 Customer Experience 🔓 Employee Empowerment 🏛 Organizational Culture 🤝 Servant Leadership

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 🌟 Service Excellence 💎 Customer Loyalty

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 🌟 Service Excellence 💎 Customer Loyalty

The Event Planning Toolkit

by Linda Joyce Jones • 2020

Events run on project management, not magic. The practical toolkit for smooth execution.

4.33

🗓️ Event Planning 🗂️ Project Management 🎨 Experiential Design 👥 Team Coordination 🤝 Client Management

The Event Planning Toolkit 87%

Events run on project management, not magic. The practical toolkit for smooth execution.

by Linda Joyce Jones 2020

4.33

12 ratings

🗓️ Event Planning 🗂️ Project Management 🎨 Experiential Design 👥 Team Coordination 🤝 Client Management

Overbooked

by Elizabeth Becker • 2013

The biggest unregulated industry on earth, measured in six destinations and a billion annual trips.

3.80

858

🏨 Tourism Industry 🔍 Investigative Journalism 👥 Mass Tourism 🌱 Sustainable Tourism 🏛️ Cultural Preservation

Overbooked 87%

The biggest unregulated industry on earth, measured in six destinations and a billion annual trips.

by Elizabeth Becker 2013

3.80

858 ratings

🏨 Tourism Industry 🔍 Investigative Journalism 👥 Mass Tourism 🌱 Sustainable Tourism 🏛️ Cultural Preservation

Kitchen Confidential

by Anthony Bourdain • 2000

Drugs, knives, and butter: a chef's 25-year journey through the hidden world that feeds you.

4.19

385k+

🍽️ Restaurant Industry 👨‍🍳 Chef Memoirs 🔪 Kitchen Secrets 💉 Addiction Memoir 🌎 Immigrant Labor

Kitchen Confidential 87%

Drugs, knives, and butter: a chef's 25-year journey through the hidden world that feeds you.

by Anthony Bourdain 2000

4.19

385k+ ratings

🍽️ Restaurant Industry 👨‍🍳 Chef Memoirs 🔪 Kitchen Secrets 💉 Addiction Memoir 🌎 Immigrant Labor

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 🔧 Service Recovery 🎁 Surprise And Delight

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 🔧 Service Recovery 🎁 Surprise And Delight

Workhorse

by Kim Reed • 2021

She poured wine for celebrities at $11 an hour. A decade later, her body broke down.

3.62

206

🍽️ Restaurant Industry 🗽 Nyc Restaurant Scene 🍷 Food Memoirs 👩‍🍳 Women In Food 🔥 Workplace Burnout

Workhorse 87%

She poured wine for celebrities at $11 an hour. A decade later, her body broke down.

by Kim Reed 2021

3.62

206 ratings

🍽️ Restaurant Industry 🗽 Nyc Restaurant Scene 🍷 Food Memoirs 👩‍🍳 Women In Food 🔥 Workplace Burnout

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 🧩 Systems Thinking 📈 Continuous Improvement

Customers for Life 87%

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 🧩 Systems Thinking 📈 Continuous Improvement

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 📊 Loyalty Economics 🧠 Customer Psychology

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 📊 Loyalty Economics 🧠 Customer Psychology

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 🤝 Customer Co-Creation 📈 Scaling Operations

Uncommon Service 87%

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 🤝 Customer Co-Creation 📈 Scaling Operations

The Nordstrom Way

by Robert Spector • 1995

How a Seattle shoe store became a retail empire by making employees think like owners.

3.90

794

🏬 Retail Management 🤝 Customer Service 🏢 Company Culture 💪 Employee Empowerment 🧠 Hiring For Attitude

The Nordstrom Way 87%

How a Seattle shoe store became a retail empire by making employees think like owners.

by Robert Spector 1995

3.90

794 ratings

🏬 Retail Management 🤝 Customer Service 🏢 Company Culture 💪 Employee Empowerment 🧠 Hiring For Attitude

Gordon Ramsay's Playing with Fire

by Gordon Ramsay • 2007

One restaurant lost a fortune. The brutal postmortem that followed built a global empire.

3.52

1k+

👨‍🍳 Chef Memoirs 🍽️ Restaurant Business 🔪 Kitchen Leadership 💼 Food Entrepreneurship 📉 Learning From Failure

Gordon Ramsay's Playing with Fire Summary

Gordon Ramsay's Playing with Fire 87%

One restaurant lost a fortune. The brutal postmortem that followed built a global empire.

by Gordon Ramsay 2007

3.52

1k+ ratings

👨‍🍳 Chef Memoirs 🍽️ Restaurant Business 🔪 Kitchen Leadership 💼 Food Entrepreneurship 📉 Learning From Failure

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 💙 Customer Loyalty 🔗 Service Profit Chain

Amaze Every Customer Every Time 87%

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 💙 Customer Loyalty 🔗 Service Profit Chain

The Education of an Accidental CEO

by David C. Novak • 2007

A trailer park kid builds a restaurant empire with rubber chickens and relentless customer focus.

3.88

150

🍔 Restaurant Leadership 🔄 Corporate Turnarounds 🏆 Employee Recognition 😍 Customer Obsession ⚙️ Execution Strategy

The Education of an Accidental CEO Summary

The Education of an Accidental CEO 87%

A trailer park kid builds a restaurant empire with rubber chickens and relentless customer focus.

by David C. Novak 2007

3.88

150 ratings

🍔 Restaurant Leadership 🔄 Corporate Turnarounds 🏆 Employee Recognition 😍 Customer Obsession ⚙️ Execution Strategy

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 💪 Employee Empowerment 🔄 Continuous Improvement

If Disney Ran Your Hospital 87%

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 💪 Employee Empowerment 🔄 Continuous Improvement

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 📣 Customer Advocacy 🗺️ Customer Journey

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 📣 Customer Advocacy 🗺️ Customer Journey

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 📣 Customer Advocacy 📱 Social Media Service

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 📣 Customer Advocacy 📱 Social Media Service

The French Laundry, Per Se

by Thomas Keller • 2020

Great kitchens last on tiny daily refinements, purveyor partnerships, and a dishwasher's discipline.

4.29

170

🍽️ Fine Dining Philosophy 👨‍🍳 Restaurant Leadership 📖 Culinary Memoir 🔄 Kitchen Refinement 📋 Kitchen Organization

The French Laundry, Per Se 87%

Great kitchens last on tiny daily refinements, purveyor partnerships, and a dishwasher's discipline.

by Thomas Keller 2020

4.29

170 ratings

🍽️ Fine Dining Philosophy 👨‍🍳 Restaurant Leadership 📖 Culinary Memoir 🔄 Kitchen Refinement 📋 Kitchen Organization

Why I Cook

by Tom Colicchio • 2024

Before Top Chef and three stars, a restless kid found himself in a greasy snack shack.

3.91

1k+

🍳 Chef Memoirs 🍽️ Restaurant Industry 🔥 Kitchen Culture 👨‍🍳 Culinary Mentorship 🌿 Seasonal Cooking

Why I Cook 87%

Before Top Chef and three stars, a restless kid found himself in a greasy snack shack.

by Tom Colicchio 2024

3.91

1k+ ratings

🍳 Chef Memoirs 🍽️ Restaurant Industry 🔥 Kitchen Culture 👨‍🍳 Culinary Mentorship 🌿 Seasonal Cooking

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 🔒 Trust In Business ✨ Customer Experience

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 🔒 Trust In Business ✨ Customer Experience

The Case for Good Jobs

by Zeynep Ton • 2023

Low wages hide costs that cripple a business. Paying workers well is the most profitable choice.

4.12

165

📊 Labor Economics 🧑‍💼 Frontline Management 💰 Living Wages 🔄 Employee Retention ⚙️ Operational Excellence

The Case for Good Jobs 87%

Low wages hide costs that cripple a business. Paying workers well is the most profitable choice.

by Zeynep Ton 2023

4.12

165 ratings

📊 Labor Economics 🧑‍💼 Frontline Management 💰 Living Wages 🔄 Employee Retention ⚙️ Operational Excellence

The Airbnb Story

by Leigh Gallagher • 2017

Three unemployed designers built the world's largest hotel company without owning a single room.

3.85

3k+

🚀 Startup Origin Stories 🏠 Sharing Economy 💻 Platform Businesses 💥 Disruption Narrative 🤝 Community Building

The Airbnb Story 87%

Three unemployed designers built the world's largest hotel company without owning a single room.

by Leigh Gallagher 2017

3.85

3k+ ratings

🚀 Startup Origin Stories 🏠 Sharing Economy 💻 Platform Businesses 💥 Disruption Narrative 🤝 Community Building

Start Your Own Hair Salon and Day Spa

by Eileen Figure Sandlin • 2005

The $75 billion beauty industry: a step-by-step playbook for opening a salon that stays profitable.

3.36

🏪 Salon Business 💇 Beauty Industry 🚀 Small Business Startup 🛎️ Service Business 📣 Salon Marketing

Start Your Own Hair Salon and Day Spa Summary

Start Your Own Hair Salon and Day Spa 87%

The $75 billion beauty industry: a step-by-step playbook for opening a salon that stays profitable.

by Eileen Figure Sandlin 2005

3.36

11 ratings

🏪 Salon Business 💇 Beauty Industry 🚀 Small Business Startup 🛎️ Service Business 📣 Salon Marketing

Pour Your Heart Into It

by Howard Schultz • 1997

How Milan's espresso bars convinced a coffee chain to treat part-timers like partners.

4.02

12k+

☕ Coffee Industry 📖 Founder Memoir 🏢 Company Culture 🧭 Values-Driven Leadership 🏗️ Brand Building

Pour Your Heart Into It 87%

How Milan's espresso bars convinced a coffee chain to treat part-timers like partners.

by Howard Schultz 1997

4.02

12k+ ratings

☕ Coffee Industry 📖 Founder Memoir 🏢 Company Culture 🧭 Values-Driven Leadership 🏗️ Brand Building

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 🔄 Turnaround Management 🦈 Opportunism

Shut Up and Listen! 87%

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 🔄 Turnaround Management 🦈 Opportunism

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 👥 Customer Experience 🔄 Internal Service

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 👥 Customer Experience 🔄 Internal Service

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 🧈 Frictionless Service ❤️ Emotional Relevance 🤝 Co-Creation

What Customers Crave 87%

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 🧈 Frictionless Service ❤️ Emotional Relevance 🤝 Co-Creation

Eat a Peach

by David Chang • 2020

A chef bets everything on a doomed noodle bar. It thrives; his mind unravels.

3.88

28k+

🍜 Chef Memoir 🍽️ Restaurant Industry 🧠 Bipolar Disorder 🔀 Culinary Fusion 🏗️ Creative Leadership

Eat a Peach 86%

A chef bets everything on a doomed noodle bar. It thrives; his mind unravels.

by David Chang 2020

3.88

28k+ ratings

🍜 Chef Memoir 🍽️ Restaurant Industry 🧠 Bipolar Disorder 🔀 Culinary Fusion 🏗️ Creative Leadership

Start Your Own Day Spa and More

by Preethi Burkholder • 2007

Plan, hire, market, and earn loyalty: the spa startup's complete business blueprint.

3.00

🧖 Wellness Industry 🏪 Service Businesses 📘 Startup Guides 🔄 Customer Retention 👃 Sensory Branding

Start Your Own Day Spa and More 86%

Plan, hire, market, and earn loyalty: the spa startup's complete business blueprint.

by Preethi Burkholder 2007

3.00

6 ratings

🧖 Wellness Industry 🏪 Service Businesses 📘 Startup Guides 🔄 Customer Retention 👃 Sensory Branding

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 💻 Digital Transformation ⚖️ Gender Diversity

Customer Obsessed 86%

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 💻 Digital Transformation ⚖️ Gender Diversity

The Starbucks Experience

by Joseph A. Michelli • 2006

How Starbucks turns baristas into experience designers and every cup into a loyalty engine.

3.75

5k+

🛎️ Customer Experience 🏢 Corporate Culture 🤝 Employee Empowerment 🎨 Service Design 💚 Brand Loyalty

The Starbucks Experience 86%

How Starbucks turns baristas into experience designers and every cup into a loyalty engine.

by Joseph A. Michelli 2006

3.75

5k+ ratings

🛎️ Customer Experience 🏢 Corporate Culture 🤝 Employee Empowerment 🎨 Service Design 💚 Brand Loyalty

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 💜 Employee Engagement 🔒 Creative Constraints

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 💜 Employee Engagement 🔒 Creative Constraints

Winning on Purpose

by Fred Reichheld • 2021

Why customer devotion beats quarterly earnings, tracked with one number even Wall Street respects.

3.97

428

🧲 Customer Loyalty 🔄 Customer Retention 🎯 Corporate Purpose ⭐ Service Excellence 🏛️ Organizational Culture

Winning on Purpose 86%

Why customer devotion beats quarterly earnings, tracked with one number even Wall Street respects.

by Fred Reichheld 2021

3.97

428 ratings

🧲 Customer Loyalty 🔄 Customer Retention 🎯 Corporate Purpose ⭐ Service Excellence 🏛️ Organizational Culture

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