👥 Service Ownership

Guides to the practice of teams taking full responsibility for the services they build and run, fostering accountability from development through production.

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 89%

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 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

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 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

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 88%

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

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 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

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

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 88%

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

ITIL For Beginners

by ClydeBank Technology • 2015

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

3.46

130

🖥️ IT Service Management 🤝 Business Alignment 📋 IT Governance

ITIL For Beginners 88%

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

by ClydeBank Technology 2015

3.46

130 ratings

🖥️ IT Service Management 🤝 Business Alignment 📋 IT Governance

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

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

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 88%

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

by Walt Disney Company 2001

3.90

5k+ ratings

🎯 Customer Experience 📐 Service Design 🏨 Hospitality Management

The 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 Oz Principle

by Craig Hickman • 1994

When things go wrong, the fix is a choice you make, not a consequence you fear.

3.58

3k+

🧱 Accountability Culture 🧠 Ownership Mindset 🪤 Victim Mentality

The Oz Principle 88%

When things go wrong, the fix is a choice you make, not a consequence you fear.

by Craig Hickman 1994

3.58

3k+ ratings

🧱 Accountability Culture 🧠 Ownership Mindset 🪤 Victim Mentality

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 88%

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

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

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 88%

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

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 88%

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

Boom!

by Kevin Frieberg • 2007

You don't need a better boss or company. Seven shifts that make any job matter.

3.75

🎯 Personal Accountability 🤝 Servant Leadership 🏢 Workplace Culture

Boom! 88%

You don't need a better boss or company. Seven shifts that make any job matter.

by Kevin Frieberg 2007

3.75

67 ratings

🎯 Personal Accountability 🤝 Servant Leadership 🏢 Workplace Culture

Flight of the Buffalo

by James A. Belasco • 1994

The boss changes first: a system for building a workforce of owners, not order-takers.

3.71

279

🏢 Flat Hierarchies 🤝 Servant Leadership 🧑‍🏫 Coaching Leadership

Flight of the Buffalo 88%

The boss changes first: a system for building a workforce of owners, not order-takers.

by James A. Belasco 1994

3.71

279 ratings

🏢 Flat Hierarchies 🤝 Servant Leadership 🧑‍🏫 Coaching Leadership

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. 88%

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

The Customer Service Revolution

by John R. DiJulius • 2015

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

4.04

279

🎯 Customer Experience ✨ Service Excellence 💪 Employee Empowerment

The Customer Service Revolution 88%

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

by John R. DiJulius 2015

4.04

279 ratings

🎯 Customer Experience ✨ Service Excellence 💪 Employee Empowerment

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

The Sweaty Startup

by Nick Huber • 2025

The roadmap for getting rich in the boring businesses your town actually needs.

4.09

499

🏘️ Local Business 🥾 Bootstrapping 🗣️ Sales Skills

The Sweaty Startup 88%

The roadmap for getting rich in the boring businesses your town actually needs.

by Nick Huber 2025

4.09

499 ratings

🏘️ Local Business 🥾 Bootstrapping 🗣️ Sales Skills

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 88%

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

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

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 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

Never Lose a Customer Again

by Joey Coleman • 2018

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

4.18

1k+

📈 Customer Retention ✨ Customer Experience 🚀 Onboarding

Never Lose a Customer Again 87%

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

by Joey Coleman 2018

4.18

1k+ ratings

📈 Customer Retention ✨ Customer Experience 🚀 Onboarding

Debugging Teams

by Brian W. Fitzpatrick • 2015

Your team's biggest bug is not in the repo. The debugging tools you actually need.

4.07

788

🏗️ Engineering Management 🏢 Software Culture 🛠️ Servant Leadership

Debugging Teams 87%

Your team's biggest bug is not in the repo. The debugging tools you actually need.

by Brian W. Fitzpatrick 2015

4.07

788 ratings

🏗️ Engineering Management 🏢 Software Culture 🛠️ Servant Leadership

The Manager's Path

by Camille Fournier • 2017

You got promoted for great code. Management is a different job. Here is the manual.

4.25

10k+

🛠️ Engineering Management 💻 Tech Leadership 🌱 New Managers

The Manager's Path 87%

You got promoted for great code. Management is a different job. Here is the manual.

by Camille Fournier 2017

4.25

10k+ ratings

🛠️ Engineering Management 💻 Tech Leadership 🌱 New Managers

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

Work the System

by Sam Carpenter • 2011

Document every process, see your business from above, and never chase the same crisis twice.

3.87

6k+

🧠 Systems Thinking ⚙️ Operations Management 📋 Process Documentation

Work the System 87%

Document every process, see your business from above, and never chase the same crisis twice.

by Sam Carpenter 2011

3.87

6k+ ratings

🧠 Systems Thinking ⚙️ Operations Management 📋 Process Documentation

Empowered

by Marty Cagan • 2020

Stop telling your teams what to build. Give them problems to solve, then get out of the way.

4.25

4k+

📦 Product Management 💻 Tech Leadership 🔓 Team Autonomy

Empowered 87%

Stop telling your teams what to build. Give them problems to solve, then get out of the way.

by Marty Cagan 2020

4.25

4k+ ratings

📦 Product Management 💻 Tech Leadership 🔓 Team Autonomy

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 87%

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 Journey to Enterprise Agility

by Daryl Kulak • 2017

Copycat agile fails without the worldview: your company is a living system, not a machine.

4.36

🧠 Systems Thinking 🏢 Enterprise Agility 🛠️ Software Craftsmanship

The Journey to Enterprise Agility Summary

The Journey to Enterprise Agility 87%

Copycat agile fails without the worldview: your company is a living system, not a machine.

by Daryl Kulak 2017

4.36

39 ratings

🧠 Systems Thinking 🏢 Enterprise Agility 🛠️ Software Craftsmanship

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

Fixing your Scrum

by Ryan Ripley • 2020

When sprints ship nothing and standups ring hollow, the framework isn't your problem.

4.32

125

🔄 Scrum 🏃 Agile Methodology 🤝 Servant Leadership

Fixing your Scrum 87%

When sprints ship nothing and standups ring hollow, the framework isn't your problem.

by Ryan Ripley 2020

4.32

125 ratings

🔄 Scrum 🏃 Agile Methodology 🤝 Servant Leadership

10 Laws of Trust, Expanded Edition

by Joel Peterson • 2019

Trust has rules: a measurable framework that turns culture into competitive advantage.

4.08

📈 Trust Building 🤲 Servant Leadership 🏢 Corporate Culture

10 Laws of Trust, Expanded Edition Summary

10 Laws of Trust, Expanded Edition 87%

Trust has rules: a measurable framework that turns culture into competitive advantage.

by Joel Peterson 2019

4.08

51 ratings

📈 Trust Building 🤲 Servant Leadership 🏢 Corporate Culture

Project Management for the Unofficial Project Manager

by Kory Kogon • 2015

No authority, no training, no dedicated team: the project management system for the rest of us.

4.05

2k+

📊 Project Management 🤝 Influence Without Authority 🎯 Stakeholder Management

Project Management for the Unofficial Project Manager Summary

Project Management for the Unofficial Project Manager 87%

No authority, no training, no dedicated team: the project management system for the rest of us.

by Kory Kogon 2015

4.05

2k+ ratings

📊 Project Management 🤝 Influence Without Authority 🎯 Stakeholder Management

Principles of Product Management

by Peter Yang • 2020

The PM playbook: land the job, earn trust, and survive your make-or-break first 30 days.

4.03

156

📱 Product Management 🔄 Career Transitions 🎯 Interview Preparation

Principles of Product Management Summary

Principles of Product Management 87%

The PM playbook: land the job, earn trust, and survive your make-or-break first 30 days.

by Peter Yang 2020

4.03

156 ratings

📱 Product Management 🔄 Career Transitions 🎯 Interview Preparation

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 87%

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

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

by The Disney Institute • 2060

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

3.33

🧑‍🤝‍🧑 Customer Service 🏨 Hospitality Management 🎢 Experience Design

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

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

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

by The Disney Institute 2060

3.33

3 ratings

🧑‍🤝‍🧑 Customer Service 🏨 Hospitality Management 🎢 Experience Design

Process!

by Mike Paton • 2022

Stop firefighting. Document your core routines and build a business that scales without you.

3.97

369

📋 Process Documentation ⚙️ Business Operating Systems 🧩 Systems Thinking

Process! 87%

Stop firefighting. Document your core routines and build a business that scales without you.

by Mike Paton 2022

3.97

369 ratings

📋 Process Documentation ⚙️ Business Operating Systems 🧩 Systems Thinking

Stepping Up

by John B. Izzo • 2011

How taking full ownership, not blaming, rewires your influence in any room you walk into.

3.83

353

🧭 Personal Responsibility 🏢 Workplace Culture 🌟 Everyday Leadership

Stepping Up 87%

How taking full ownership, not blaming, rewires your influence in any room you walk into.

by John B. Izzo 2011

3.83

353 ratings

🧭 Personal Responsibility 🏢 Workplace Culture 🌟 Everyday Leadership

Servant Leadership in Action

by Kenneth H. Blanchard • 2018

Serve first, lead better: a framework that builds trust, grows people, and delivers results.

3.96

427

🫡 Servant Leadership ⚖️ Ethical Leadership 🤝 Trust Building

Servant Leadership in Action 87%

Serve first, lead better: a framework that builds trust, grows people, and delivers results.

by Kenneth H. Blanchard 2018

3.96

427 ratings

🫡 Servant Leadership ⚖️ Ethical Leadership 🤝 Trust Building

Unboss

by Jacob Bøtter • 2012

The boss is obsolete. Your next leader serves, partners, tears down walls, and puts purpose first.

3.85

174

🏢 Organizational Design 🤲 Servant Leadership 🎯 Purpose-Driven Business

Unboss 87%

The boss is obsolete. Your next leader serves, partners, tears down walls, and puts purpose first.

by Jacob Bøtter 2012

3.85

174 ratings

🏢 Organizational Design 🤲 Servant Leadership 🎯 Purpose-Driven Business

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 87%

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

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 87%

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

Creating Superfans

by Brittany Hodak • 2023

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

4.37

260

🛎️ Customer Experience 💎 Customer Loyalty ✨ Experience Design

Creating Superfans 87%

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

by Brittany Hodak 2023

4.37

260 ratings

🛎️ Customer Experience 💎 Customer Loyalty ✨ Experience Design

Architecting for Scale

by Lee Atchison • 2016

Features fail when the app is down. A field manual for systems that survive real-world decay.

3.57

229

🏗️ Software Architecture 🟢 High Availability 🧩 Microservices

Architecting for Scale 87%

Features fail when the app is down. A field manual for systems that survive real-world decay.

by Lee Atchison 2016

3.57

229 ratings

🏗️ Software Architecture 🟢 High Availability 🧩 Microservices

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