💪 Customer Empowerment

Giving customers the tools, information, and agency to shape their own experiences, recognizing that empowered buyers become a company's most powerful allies.

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 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 ✨ Service Excellence 💪 Employee Empowerment

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 91%

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

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 91%

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

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 91%

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

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

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 90%

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

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 90%

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

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 90%

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 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

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 90%

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

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 90%

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 90%

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

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 90%

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 90%

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

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 90%

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

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

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 90%

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

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

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

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

Leading the Starbucks Way

by Joseph A. Michelli • 2008

How Starbucks turned a commodity into community: the five principles any business can adopt.

3.78

562

🏢 Corporate Culture ☕ Customer Experience 💪 Employee Empowerment

Leading the Starbucks Way 90%

How Starbucks turned a commodity into community: the five principles any business can adopt.

by Joseph A. Michelli 2008

3.78

562 ratings

🏢 Corporate Culture ☕ Customer Experience 💪 Employee Empowerment

Marketing Rebellion

by Mark W. Schaefer • 2019

Your customers now control your marketing. Only the truly human companies survive.

4.20

479

🗳️ Consumer Empowerment 🗣️ Word Of Mouth ❤️ Brand Loyalty

Marketing Rebellion 90%

Your customers now control your marketing. Only the truly human companies survive.

by Mark W. Schaefer 2019

4.20

479 ratings

🗳️ Consumer Empowerment 🗣️ Word Of Mouth ❤️ Brand Loyalty

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 90%

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

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 🔐 Data Ownership 🏗️ Market Design

Intention Economy 89%

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

by Doc Searls 2012

3.71

177 ratings

🌐 Internet Commerce 🔐 Data Ownership 🏗️ Market Design

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 89%

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

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 89%

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

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 89%

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

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 89%

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

The Brand Flip

by Marty Neumeier • 2015

The internet handed customers the controls. Most companies still haven't noticed who's driving.

4.30

673

🎯 Brand Strategy ✨ Customer Experience 🎨 Design Thinking

The Brand Flip 89%

The internet handed customers the controls. Most companies still haven't noticed who's driving.

by Marty Neumeier 2015

4.30

673 ratings

🎯 Brand Strategy ✨ Customer Experience 🎨 Design Thinking

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

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 Pumpkin Plan

by Mike Michalowicz • 2012

Fire your worst clients, spoil your best, and build systems so you don't have to run the show.

4.10

4k+

🧑‍💼 Client Management 🔍 Extreme Focus ✂️ Business Pruning

The Pumpkin Plan 89%

Fire your worst clients, spoil your best, and build systems so you don't have to run the show.

by Mike Michalowicz 2012

4.10

4k+ ratings

🧑‍💼 Client Management 🔍 Extreme Focus ✂️ Business Pruning

Get Together

by Bailey Richardson • 2019

Start with five passionate friends, not 500 strangers: the lean playbook for communities that last.

3.77

735

🧱 Community Building 🔧 Lean Methodology 🙋 Participatory Design

Get Together 89%

Start with five passionate friends, not 500 strangers: the lean playbook for communities that last.

by Bailey Richardson 2019

3.77

735 ratings

🧱 Community Building 🔧 Lean Methodology 🙋 Participatory Design

In Search of Excellence

by Thomas J. Peters • 1982

A study of 43 iconic companies unearthed the few practices they all shared.

3.91

14k+

🧬 Organizational Culture 📚 Management Classics 🎯 Customer Obsession

In Search of Excellence 89%

A study of 43 iconic companies unearthed the few practices they all shared.

by Thomas J. Peters 1982

3.91

14k+ ratings

🧬 Organizational Culture 📚 Management Classics 🎯 Customer Obsession

No B.S. Trust Based Marketing

by Matt Zagula • 2012

Make customers trust you before they buy, using a system that removes risk and proves results.

4.29

149

🤝 Relationship Marketing 📬 Direct Response 🛡️ Consumer Trust

No B.S. Trust Based Marketing 89%

Make customers trust you before they buy, using a system that removes risk and proves results.

by Matt Zagula 2012

4.29

149 ratings

🤝 Relationship Marketing 📬 Direct Response 🛡️ Consumer Trust

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 89%

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

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

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

Stewardship

by Peter Block • 1993

Why patriarchy fails organizations, and how distributing power, money, and grace rebuilds them.

3.93

377

🤝 Servant Leadership 🔄 Organizational Change 🏢 Flat Hierarchies

Stewardship 89%

Why patriarchy fails organizations, and how distributing power, money, and grace rebuilds them.

by Peter Block 1993

3.93

377 ratings

🤝 Servant Leadership 🔄 Organizational Change 🏢 Flat Hierarchies

Superconsumers

by Eddie Yoon • 2016

Ten percent of customers drive most of your profit. Find them, fuel their passion, and grow.

3.72

112

🎯 Consumer Segmentation ❤️ Passionate Users 📈 Brand Growth

Superconsumers 89%

Ten percent of customers drive most of your profit. Find them, fuel their passion, and grow.

by Eddie Yoon 2016

3.72

112 ratings

🎯 Consumer Segmentation ❤️ Passionate Users 📈 Brand Growth

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) 89%

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

The Customer Success Economy

by Nick Mehta • 2020

Customers can walk anytime. A CEO's playbook for turning every department into a retention engine.

4.12

112

🔄 Subscription Economy 💰 Recurring Revenue 🎯 Customer Success

The Customer Success Economy 89%

Customers can walk anytime. A CEO's playbook for turning every department into a retention engine.

by Nick Mehta 2020

4.12

112 ratings

🔄 Subscription Economy 💰 Recurring Revenue 🎯 Customer Success

Freedom, Inc.

by Brian M. Carney • 2009

Command-and-control kills innovation. The case for setting employees free and watching growth soar.

4.24

251

✊ Workplace Autonomy 🏢 Self-Managing Organizations 👂 Listening Leadership

Freedom, Inc. 89%

Command-and-control kills innovation. The case for setting employees free and watching growth soar.

by Brian M. Carney 2009

4.24

251 ratings

✊ Workplace Autonomy 🏢 Self-Managing Organizations 👂 Listening Leadership

Fanocracy

by David Meerman Scott • 2020

Most companies chase transactions. The ones that build real communities of fans never have to.

3.64

356

🏗️ Community Building 🤝 Relationship Marketing 💛 Brand Loyalty

Fanocracy 89%

Most companies chase transactions. The ones that build real communities of fans never have to.

by David Meerman Scott 2020

3.64

356 ratings

🏗️ Community Building 🤝 Relationship Marketing 💛 Brand Loyalty

New Power

by Jeremy Heimans • 2018

Power spreads through networks, not hierarchies. The blueprint for ideas the crowd will carry.

3.81

2k+

🥊 Power Dynamics 🌐 Network Society ✊ Digital Activism

New Power 89%

Power spreads through networks, not hierarchies. The blueprint for ideas the crowd will carry.

by Jeremy Heimans 2018

3.81

2k+ ratings

🥊 Power Dynamics 🌐 Network Society ✊ Digital Activism

Rocket

by Michael J. Silverstein • 2015

Customer surveys do not create breakthroughs. Winning brands build advocates who sell for them.

3.37

📊 Brand Strategy 🎯 Customer Loyalty 📣 Brand Advocacy

Rocket 89%

Customer surveys do not create breakthroughs. Winning brands build advocates who sell for them.

by Michael J. Silverstein 2015

3.37

54 ratings

📊 Brand Strategy 🎯 Customer Loyalty 📣 Brand Advocacy

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 89%

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

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

CustomHer Experience

by Katie Mares • 2023

Women drive global consumer spending, yet 91 percent feel brands ignore them. The solution.

3.62

🛍️ Female Consumers 🏷️ Brand Experience 🧠 Consumer Psychology

CustomHer Experience 89%

Women drive global consumer spending, yet 91 percent feel brands ignore them. The solution.

by Katie Mares 2023

3.62

26 ratings

🛍️ Female Consumers 🏷️ Brand Experience 🧠 Consumer Psychology

The Pursuit of Wow!

by Tom Peters • 1994

Why playing it safe is your biggest risk, and the weird ideas that will save you.

3.91

1k+

🔄 Organizational Change 🤝 Customer Experience 💪 Employee Empowerment

The Pursuit of Wow! 89%

Why playing it safe is your biggest risk, and the weird ideas that will save you.

by Tom Peters 1994

3.91

1k+ ratings

🔄 Organizational Change 🤝 Customer Experience 💪 Employee Empowerment

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 89%

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

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