🌟 Exceptional Service

Books exploring what separates good service from unforgettable service, offering frameworks for creating experiences that earn lasting 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 ✨ Service Excellence 💪 Employee Empowerment

The Customer Service Revolution 90%

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

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

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 90%

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 89%

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 89%

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

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 89%

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

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 89%

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 89%

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

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 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

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 89%

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

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

Excellence Wins 89%

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

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

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 89%

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

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 88%

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

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 88%

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

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 88%

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

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) 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

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 88%

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

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 88%

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 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 88%

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 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 88%

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

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 88%

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

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 88%

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

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

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 88%

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 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 88%

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

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 88%

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

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 88%

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 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 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

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! 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

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 87%

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

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 87%

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

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

Hotel Babylon 87%

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

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 87%

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

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 87%

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

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

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 87%

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

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 87%

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

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

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

Who Is Government? The Untold Story of Public Service

by Michael Lewis • 2025

Government is full of brilliant people you have never heard of. Michael Lewis introduces them.

4.18

16k+

🏛️ Public Service 🇺🇸 American Government 📋 Bureaucracy

Who Is Government? The Untold Story of Public Service Summary

Who Is Government? The Untold Story of Public Service 87%

Government is full of brilliant people you have never heard of. Michael Lewis introduces them.

by Michael Lewis 2025

4.18

16k+ ratings

🏛️ Public Service 🇺🇸 American Government 📋 Bureaucracy

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 87%

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

by Chris Dreyer 2022

4.01

279 ratings

🎯 Niche Marketing 🏢 Service Businesses 🧑‍💼 Solopreneurs

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 87%

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

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 87%

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

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 87%

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

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 87%

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

25 Ways to Win with People

by John C. Maxwell • 2005

Deliberate moves, starting the moment you say hello, that make anyone feel genuinely important.

4.10

3k+

🗣️ Interpersonal Skills 👥 People Management 🤲 Servant Leadership

25 Ways to Win with People 87%

Deliberate moves, starting the moment you say hello, that make anyone feel genuinely important.

by John C. Maxwell 2005

4.10

3k+ ratings

🗣️ Interpersonal Skills 👥 People Management 🤲 Servant Leadership

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 87%

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

The Power of Moments

by Chip Heath • 2017

You can engineer life's peak moments. The four ingredients behind experiences people never forget.

4.11

26k+

🏔️ Peak Experiences 🎨 Experience Design 🏢 Organizational Culture

The Power of Moments 87%

You can engineer life's peak moments. The four ingredients behind experiences people never forget.

by Chip Heath 2017

4.11

26k+ ratings

🏔️ Peak Experiences 🎨 Experience Design 🏢 Organizational Culture

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

Heads in Beds 87%

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

Soup

by Jon Gordon • 2010

A failing soup CEO finds the recipe for turning her company around in a grandmother's kitchen.

4.07

1k+

🍲 Business Fable 🏢 Organizational Culture 👵 Wise Mentor

Soup 87%

A failing soup CEO finds the recipe for turning her company around in a grandmother's kitchen.

by Jon Gordon 2010

4.07

1k+ ratings

🍲 Business Fable 🏢 Organizational Culture 👵 Wise Mentor

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