⭐ Service Excellence

Books dedicated to the craft of extraordinary customer experience, revealing how the best organizations turn service into a competitive advantage and a source of genuine human connection.

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 92%

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

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 92%

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

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 92%

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

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 91%

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

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 💪 Employee Empowerment 🔄 Corporate Culture Change

The Customer Service Revolution 91%

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 💪 Employee Empowerment 🔄 Corporate Culture Change

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 91%

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

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 91%

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

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 91%

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

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 91%

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

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 91%

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

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 90%

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

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) 90%

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

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

What Customers Crave 90%

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

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 💪 Employee Empowerment 🏛️ Corporate Culture

The New Gold Standard 90%

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 💪 Employee Empowerment 🏛️ Corporate Culture

How to Win Customers and Keep Them for Life

by Michael LeBoeuf • 2000

Customers stay when the experience pays off for them. A system for making every touchpoint deliver.

3.9

200

🔄 Customer Retention ✨ Customer Experience 🎯 Customer Centricity

How to Win Customers and Keep Them for Life Summary

How to Win Customers and Keep Them for Life 90%

Customers stay when the experience pays off for them. A system for making every touchpoint deliver.

by Michael LeBoeuf 2000

3.9

200 ratings

🔄 Customer Retention ✨ Customer Experience 🎯 Customer Centricity

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+

💫 Customer Experience 🔓 Employee Empowerment 🏛 Organizational Culture

Excellence Wins 90%

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

💫 Customer Experience 🔓 Employee Empowerment 🏛 Organizational Culture

The Trusted Advisor

by David H. Maister • 2021

The formula that turns experts into advisors clients call first, pay without haggling, never leave.

3.81

5k+

🏢 Professional Services 🤝 Client Relationships 🧱 Trust Building

The Trusted Advisor 90%

The formula that turns experts into advisors clients call first, pay without haggling, never leave.

by David H. Maister 2021

3.81

5k+ ratings

🏢 Professional Services 🤝 Client Relationships 🧱 Trust Building

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 90%

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

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 90%

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 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

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 90%

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

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 90%

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 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

The Starbucks Experience 90%

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

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 90%

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

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

Winning on Purpose 90%

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

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 90%

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

The Fred Factor

by Mark Sanborn • 2002

Treat every envelope like a masterpiece. A mailman's four rules for winning at work.

3.88

8k+

🛎️ Servant Leadership 🤝 Customer Service 🔥 Employee Engagement

The Fred Factor 90%

Treat every envelope like a masterpiece. A mailman's four rules for winning at work.

by Mark Sanborn 2002

3.88

8k+ ratings

🛎️ Servant Leadership 🤝 Customer Service 🔥 Employee Engagement

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 90%

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

The Customer Service Survival Kit

by Richard S. Gallagher • 2013

The exact words that defuse an angry customer: a frontline survival guide for the worst moments.

3.94

142

🛎️ Customer Service 😤 Difficult Customers 🧊 Conflict De-Escalation

The Customer Service Survival Kit Summary

The Customer Service Survival Kit 89%

The exact words that defuse an angry customer: a frontline survival guide for the worst moments.

by Richard S. Gallagher 2013

3.94

142 ratings

🛎️ Customer Service 😤 Difficult Customers 🧊 Conflict De-Escalation

The Invisible Touch

by Harry Beckwith • 2000

Specialists earn more even with made-up niches, and sacrifice builds loyalty faster than skill.

3.9

184

🏢 Service Businesses 🏷️ Brand Perception 🤝 Client Relationships

The Invisible Touch 89%

Specialists earn more even with made-up niches, and sacrifice builds loyalty faster than skill.

by Harry Beckwith 2000

3.9

184 ratings

🏢 Service Businesses 🏷️ Brand Perception 🤝 Client Relationships

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 89%

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

Selling the Invisible

by Harry Beckwith • 1997

Most marketing advice assumes a product. Here is what works when you sell only a promise.

3.94

10k+

🏢 Professional Services 🎯 Brand Positioning 🤝 Client Relationships

Selling the Invisible 89%

Most marketing advice assumes a product. Here is what works when you sell only a promise.

by Harry Beckwith 1997

3.94

10k+ ratings

🏢 Professional Services 🎯 Brand Positioning 🤝 Client Relationships

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! 89%

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

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

The Nordstrom Way 89%

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

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 89%

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

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

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

Literally

by Marnie Stockman • 2021

How smart MSPs escape the price war: by turning client management into a systematic growth engine.

4.08

🖥️ Managed Service Providers 🤝 Customer Success 🗂️ Client Segmentation

Literally 89%

How smart MSPs escape the price war: by turning client management into a systematic growth engine.

by Marnie Stockman 2021

4.08

13 ratings

🖥️ Managed Service Providers 🤝 Customer Success 🗂️ Client Segmentation

People Love You

by Jeb Blount • 2013

How likability, trust, and proactive care make you the partner clients refuse to leave.

3.60

120

🧭 Customer Experience 🤝 Client Relationships 🧱 Trust Building

People Love You 89%

How likability, trust, and proactive care make you the partner clients refuse to leave.

by Jeb Blount 2013

3.60

120 ratings

🧭 Customer Experience 🤝 Client Relationships 🧱 Trust Building

The thank you economy

by Gary Vaynerchuk • 2010

Social media gave every customer a megaphone. The only strategy that keeps them on your side.

3.84

13k+

🛍️ Customer Experience 🤝 Relationship Marketing 🗣️ Word-Of-Mouth Marketing

The thank you economy 88%

Social media gave every customer a megaphone. The only strategy that keeps them on your side.

by Gary Vaynerchuk 2010

3.84

13k+ ratings

🛍️ Customer Experience 🤝 Relationship Marketing 🗣️ Word-Of-Mouth Marketing

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 🏨 Hospitality Industry ⚖️ Ethical Dilemmas

Confessions of an Event Planner 88%

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 🏨 Hospitality Industry ⚖️ Ethical Dilemmas

Niching Up

by Chris Dreyer • 2022

Why deliberately shrinking your market lifts your prices, conversions, and referrals.

4.01

279

🎯 Niche Marketing 🏢 Service Businesses 🧑‍💼 Solopreneurs

Niching Up 88%

Why deliberately shrinking your market lifts your prices, conversions, and referrals.

by Chris Dreyer 2022

4.01

279 ratings

🎯 Niche Marketing 🏢 Service Businesses 🧑‍💼 Solopreneurs

Bright Marketing for Small Business

by Robert Craven • 2011

Why small businesses should spend 60% of marketing on existing customers, and how to do it.

3.83

🚀 Marketing Strategy 👥 Customer Focus 🔷 Differentiation

Bright Marketing for Small Business Summary

Bright Marketing for Small Business 88%

Why small businesses should spend 60% of marketing on existing customers, and how to do it.

by Robert Craven 2011

3.83

6 ratings

🚀 Marketing Strategy 👥 Customer Focus 🔷 Differentiation

Startup Cxo

by Matt Blumberg • 2021

Most SaaS revenue comes after the contract. A field guide for the CCO who owns it.

4.00

🖥️ Saas Scaling ⭐ Customer Success 🔄 Customer Lifecycle

Startup Cxo 88%

Most SaaS revenue comes after the contract. A field guide for the CCO who owns it.

by Matt Blumberg 2021

4.00

68 ratings

🖥️ Saas Scaling ⭐ Customer Success 🔄 Customer Lifecycle

The Power of WOW

by The Employees of Zappos.com • 2019

Zappos turned customer service into a billion-dollar brand. The culture playbook behind the loyalty.

4.08

121

🏢 Corporate Culture 🤝 Customer Service 🔄 Organizational Design

The Power of WOW 88%

Zappos turned customer service into a billion-dollar brand. The culture playbook behind the loyalty.

by The Employees of Zappos.com 2019

4.08

121 ratings

🏢 Corporate Culture 🤝 Customer Service 🔄 Organizational Design

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

Raise the Bar 88%

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

The Lost Art of Connecting

by Susan McPherson • 2021

Why the best-connected people lead with generosity, and a three-part method for doing it.

3.98

191

🤝 Business Networking 🎁 Service Mindset 👂 Active Listening

The Lost Art of Connecting 88%

Why the best-connected people lead with generosity, and a three-part method for doing it.

by Susan McPherson 2021

3.98

191 ratings

🤝 Business Networking 🎁 Service Mindset 👂 Active Listening

212 The Extra Degree

by S.L. Parker • 2005

One extra mortgage payment shaves eight years off a loan. The small-effort, big-return principle.

3.76

1k+

🔬 Marginal Gains 📖 Business Parables 📋 Daily Disciplines

212 The Extra Degree 88%

One extra mortgage payment shaves eight years off a loan. The small-effort, big-return principle.

by S.L. Parker 2005

3.76

1k+ ratings

🔬 Marginal Gains 📖 Business Parables 📋 Daily Disciplines

United Breaks Guitars

by Dave Carroll • 2012

United broke his Taylor guitar. He didn't sue. He wrote a song that eleven million people watched.

3.58

140

📞 Customer Service 🦠 Viral Marketing 🛡️ Consumer Advocacy

United Breaks Guitars 88%

United broke his Taylor guitar. He didn't sue. He wrote a song that eleven million people watched.

by Dave Carroll 2012

3.58

140 ratings

📞 Customer Service 🦠 Viral Marketing 🛡️ Consumer Advocacy

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 88%

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

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 88%

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

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