100 Best Customer Service Books of All Time (Updated for 2026)

1

How to Win Friends & Influence People

Dale Carnegie

5.0

You can go after the job you want—and get it!
You can take the job you have—and improve it!
You can take any situation—and make it work for you!

Dale Carnegie’s rock-solid, time-tested advice has carried countless people up the ladder of success in their business and personal lives. One of the most groundbreaking and timeless bestsellers of all time, How to Win Friends & Influence People will teach

Recommended by Dave Ramsey, Daymond John, Dustin Moskovitz, and 58 others.

Dave Ramsey

Author

Dave Ramsey recommended this book on his website. [source]

Daymond John

Founder/FUBU

I love all the Dale Carnegie books. [source]

Dustin Moskovitz

Co-founder/Facebook and Asana

Seek to be understood. [source]

2

Delivering Happiness: A Path to Profits, Passion, and Purpose

Tony Hsieh

4.7

Preview Summary

You want to learn about the path that we took at Zappos to get to over $1 billion in gross merchandise sales in less than ten years. You want to learn about the path I took that eventually led me to Zappos, and the lessons I learned along the way. You want to learn from all the mistakes we made at Zappos over the years so that your business can avoid making some of the same ones. You want to figur

Recommended by Ev Williams, Chip Conley, Adam Johnston, and 15 others.

Chip Conley

The author is a wise guy. Sincerely. He’s one of the wisest and most thoughtful business leaders of the modern age. [source]

Adam Johnston

Inspiring case study into building brand and customer service. [source]

Chelsea Frank

I read everything with an open mind, often challenging myself by choosing books with an odd perspective or religious/spiritual views. These books do not reflect my personal feelings but are books that helped shape my perspective on life, love, and happiness. [source]

3

Raving Fans: A Revolutionary Approach to Customer Service

Ken Blanchard and Sheldon Bowles

4.6

Preview Summary

"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind o

Recommended by Vivek Garipalli.

Vivek Garipalli

Short, simple, highly effective. [source]

4

The Innovator's Dilemma: When New Technologies Cause Great Firms to Fail

Clayton M. Christensen

4.6

Preview Summary

The bestselling classic on disruptive innovation, renowned author Clayton M. Christensen.

His work is cited by the world’s best-known thought leaders, from Steve Jobs to Malcolm Gladwell. In this classic bestseller—now updated with a fresh new package—innovation expert Clayton Christensen shows how even the most outstanding companies can do everything right—yet still lose market leadership. Read th

Recommended by Jeff Bezos, Malcolm Gladwell, Steve Jobs, and 38 others.

Jeff Bezos

Founder/Amazon

Brad Stone's new book, The Everything Store, describes how Bezos developed this strategy after reading another book called The Innovator's Dilemma by Harvard professor Clayton Christensen. [source]

Steve Jobs

Founder/Apple

It's important that we make this transformation, because of what Clayton Christensen calls "the innovator's dilemma," where people who invent something are usually the last ones to see past it, and we certainly don't want to be left behind. [source]

Drew Houston

CEO/Dropbox

About how businesses get disrupted, and a lot of those themes are why startups can succeed and thrive even when there are big competitors who you would think would just wipe ’em out. [source]

5

Getting Things Done: The Art of Stress-Free Productivity

David Allen

4.5

Preview Summary

"The Bible of business and personal productivity" —Lifehack

"A completely revised and updated edition of the blockbuster bestseller from 'the personal productivity guru'"—Fast Company

Since it was first published almost fifteen years ago, David Allen’s Getting Things Done has become one of the most influential business books of its era, and the ultimate book on personal organization. “GTD” is now sh

Recommended by David Allen, Dustin Moskovitz, Ev Williams, and 19 others.

Dustin Moskovitz

Co-founder/Facebook and Asana

Put first things first. [source]

Tony Hsieh

CEO/Zappos.com

Getting Things Done by David Allen. He recently spoke at our Zappos all-hands meeting and gave me a signed copy of his book. [source]

Eric Rose

Chairman/Columbia University Department of Surgery

When I'm flat-out stressed about the volume and complexity of my work, I open this book and find immediate ways to gain a sense of control. That's really a critical need for decision making. David made me what I am today: headstrong and proud of it. [source]

6

Be Our Guest: Perfecting the Art of Customer Service

The Disney Institute

4.5

Reveals the behind-the-scenes strategies, principles, and processes of the Disney approach to exceptional customer service, which emphasizes the best ways to provide quality service to one's customers. Reprint. 25,000 first printing.

7

The Thank You Economy

Gary Vaynerchuk

4.4

Gary Vaynerchuk, the New York Times bestselling author and creator of Wine Library TV, is back with a bold and expansive look at the evolution of today's marketplace, revealing the essential factors defining and driving successful relationships between businesses and consumers. In this groundbreaking follow-up to the bestselling Crush It!, Vaynerchuk—one of Bloomberg Businessweek’s “20 People Ever

8

Fish!: A Remarkable Way to Boost Morale and Improve Results

Stephen C. Lundin, Harry Paul, John Christensen, Ken Blanchard

4.4

Here's another management parable that draws its lesson from an unlikely source--this time it's the fun-loving fishmongers at Seattle's Pike Place Market. In Fish! the heroine, Mary Jane Ramirez, recently widowed and mother of two, is asked to engineer a turnaround of her company's troubled operations department, a group that authors Stephen Lundin, Harry Paul, and John Christensen describe as a "

Recommended by Simon Sinek.

9

The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the "Nordstrom" of Your Industry

Robert Spector, Patrick D. McCarthy

4.3

The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example.
--Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admir

Recommended by Howard Schultz and J. W. Marriott, Jr..

Howard Schultz

CEO/Starbucks

The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example. [source]

J. W. Marriott, Jr.

CEO/Marriott International

Businesses should use this book as a primer on making and keeping happy, satisfied customers. [source]

10

Hug Your Haters: How to Embrace Complaints and Keep Your Customers

Jay Baer

4.3

Haters are not your problem. . . .
Ignoring them is.

Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.

The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Crit

Recommended by Shep Hyken and 1 others.

11

The Fred Factor: How passion in your work and life can turn the ordinary into the extraordinary

Mark Sanborn, John C. Maxwell

4.3

Meet Fred.

In his powerful new book THE FRED FACTOR, motivational speaker Mark Sanborn recounts the true story of Fred, the mail carrier who passionately loves his job and who genuinely cares about the people he serves. Because of that, he is constantly going the extra mile handling the mail – and sometimes watching over the houses – of the people on his route, treating everyone he meets as a frien

Recommended by Evan Carmichael and Skip Prichard.

12

Building a StoryBrand: Clarify Your Message So Customers Will Listen

Donald Miller

4.3

Preview Summary

New York Times bestselling author Donald Miller uses the seven universal elements of powerful stories to teach readers how to dramatically improve how they connect with customers and grow their businesses.

Donald Miller’s StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides

Recommended by Dave Ramsey, Nick Loper, Sa El, and 1 others.

Dave Ramsey

Author

Dave Ramsey recommended this book on his website. [source]

Nick Loper

I just finished Building a StoryBrand, and need to fill in the worksheets and re-think my homepage as a result. That's the mark of a good business book — homework! [source]

Sa El

This book is all about telling the story of your business to your customers to that they know exactly what you offer and how to make them the hero in the journey. If you want to build a smart site, with a strong call to action, this book is essential. [source]

13

Getting Naked: A Business Fable about Shedding the Three Fears That Sabotage Client Loyalty

Patrick Lencioni

4.3

Another extraordinary business fable from the New York Times bestselling author Patrick Lencioni Written in the same dynamic style as his previous bestsellers including The Five Dysfunctions of a Team, Lencioni illustrates the principles of inspiring client loyalty through a fascinating business fable. He explains the theory of vulnerability in depth and presents concrete steps for putting it to w

14

Customers for Life: How to Turn That One-Time Buyer into a Lifetime Customer

Carl Sewell

4.3

Recommended by Brian Tracy.

15

The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Jeff Toister

4.3

Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.

In short, imagine a workplace culture where employees were absolutely obsessed with customer service.

The Service Culture Handbook is a step-by-step guide to help you develop a

Recommended by Brad Cleveland.

Brad Cleveland

Former CEO/International Customer Management Institute

Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works [source]

16

Value Proposition Design: How to Create Products and Services Customers Want

Alexander Osterwalder, Yves Pigneur, Gregory Bernarda, and Alan Smith

4.3

If you liked "Business Model Generation," you'll love "Value Proposition Design." The sequel builds on the same visual format and practical tools that made the first one so useful. It shows you how to use the Value Proposition Canvas, a practical business tool to design, test, create, and manage products and services customers want. It compliments and perfectly integrates with the Business Model C

Recommended by Nir Eyal, Steve Blank, Ashley Hathaway, and 2 others.

Ashley Hathaway

I could probably name a dozen books here, but I’ll point out The Business Model Generation and Value Prop Design from Strategyzer. I steal from these constantly and are engrained in my work process. These books put into practice really taught me how to think. As soon as I saw that everything should have a foundation of empathy, what good user-testing looks like, how to test and iterate it changed everything. After that any problem could be solved. It wasn’t solving one big monolithic problem. It was going through a process. [source]

Chandini Jain

One of the five books Chandini would you recommend to young people interested in her career path. [source]

17

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

Matthew; Toman Dixon

4.3

A new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?

In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding my

Recommended by Shep Hyken.

18

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Leonardo Inghilleri, Micah Solomon

4.2

19

Know What You're FOR: A Growth Strategy for Work, An Even Better Strategy for Life

Jeff Henderson

4.2

Your organization - business, church, or nonprofit - will experience unprecedented growth when you close the gap between these two game-changing questions: What are we known for? What do we want to be known for?

In Know What You're FOR, entrepreneur and thought leader Jeff Henderson makes it clear that if we want to change the world with our products or our mission, then we must shift the focus of

20

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service

Lee Cockerell

4.2

The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business – any business - depends upon winning and keeping customers.

In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating

Recommended by Tony Hsieh, Carl Sewell, and Fred Whyte.

Tony Hsieh

CEO/Zappos.com

At Zappos, many of our business decisions revolve around the customer. Lee Cockerell understands the importance of a great customer experience and shows you how to Deliver Happiness to your customers. [source]

Carl Sewell

These Rules rule. If you play by these rules you will win. [source]

Fred Whyte

Lee Cockerell offers practical, reader friendly suggestions and guidelines which can be implemented immediately to enhance and improve customer service at any company. [source]

21

New Sales. Simplified.: The Essential Handbook for Prospecting and New Business Development

Mike Weinberg

4.2

Preview Summary

Packed with examples and anecdotes, New Sales. Simplified. offers a proven formula for prospecting, developing, and closing deals. No matter how much repeat business you get from loyal customers, the lifeblood of your business is a constant flow of new accounts. With refreshing honesty and some much-needed humor, sales expert Mike Weinberg examines the critical mistakes made by most salespeople an

Recommended by Mark Hunter, Mark Hunter, Mike Weinberg, and 4 others.

The Responsive Edge

Arguably the best #sales prospecting book on the market. Period. https://t.co/rtCeo2hzNV [source]

22

Inspired: How to Create Tech Products Customers Love

Marty Cagan

4.2

Preview Summary

The basic premise of Inspired is that the best tech companies create products in a manner very different from how most companies create products. The goal of the book is to share the techniques of the best companies. This book is aimed primarily at Product Managers working on technology-powered products. That includes the hundreds of "tech companies" like Google, Facebook, Amazon, Twitter and the

Recommended by Ken Norton and Marty Cagan.

23

The Big Book of Customer Service Training Games

Peggy Carlaw and Vasudha Deming

4.2

Help your employees to excel in dealing with the public with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate. As a result of the

24

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

Joseph Michelli

4.2

Discover the secrets of world-class leadership!

When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extrao

25

Uncommon Service: How to Win by Putting Customers at the Core of Your Business

Frances Frei

4.2

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.

In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advant

26

The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary

Joseph Michelli

4.2

WAKE UP AND SMELL THE SUCCESS! You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time. The Starbucks Experience contains a robust blend of home-br

27

The 1-Page Marketing Plan: Get New Customers, Make More Money, And Stand out From The Crowd

Allan Dib

4.2

Preview Summary

WARNING: Do Not Read This Book If You Hate Money

To build a successful business, you need to stop doing random acts of marketing and start following a reliable plan for rapid business growth. Traditionally, creating a marketing plan has been a difficult and time-consuming process, which is why it often doesn't get done.

In The 1-Page Marketing Plan, serial entrepreneur and rebellious marketer Alla

28

Never Lose a Customer Again: Turn Any Sale Into Lifelong Loyalty in 100 Days

Joey Coleman

4.2

Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer.

Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days(R) after the sale and the interactions the customer experiences.

While new customers experience joy,

29

Anything You Want: 40 Lessons for a New Kind of Entrepreneur

Derek Sivers

4.2

Preview Summary

Finally available in bookstores, the Portfolio edition of Derek Sivers’s iconic and bestselling manifesto on lessons learned while becoming an entrepreneur

Most people don’t know what they’re doing. They imitate others, go with the flow, and follow paths without making their own.

Best known for creating CD Baby, the most popular music site for independent artists, founder Derek Sivers chronicles his

Recommended by Timothy Ferriss, James Altucher, Marvin Liao, and 4 others.

Timothy Ferriss

Author & Entrepreneur

A true manifesto, a guidebook with clear signposts, and a fun ride you'll return to again and again. [source]

Marvin Liao

Partner/500 Startups

My list would be (besides the ones I mentioned in answer to the previous question) both business & Fiction/Sci-Fi and ones I personally found helpful to myself. The business books explain just exactly how business, work & investing are in reality & how to think properly & differentiate yourself. On the non-business side, a mix of History & classic fiction to understand people, philosophy to make sense of life and Science fiction to picture what the future could be like (not always utopian). [source]

Erik Cheong

Easy to read and compact book. Talks about about living life, appreciating enough, and doing what matters. Most importantly, do not be afraid to step out of your comfort zone and take risks! Everyone has great ideas but success only comes through action. [source]

30

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

John R. DiJulius III

4.2

Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyal

31

Customer Satisfaction Is Worthless Customer Loyalty Is Priceless

Jeffrey H. Gitomer

4.2

Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert "satisfied" customers into "loyal" customers.

32

Customer Service Tip of the Week: Over 52 ideas and reminders to sharpen your skills

Jeff Toister

4.2

Reinforce your customer service skills!

The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques.

Thousands of customer service professionals from all around the world r

33

The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Bill Price, David Jaffe

4.2

In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong--eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat ser

34

QBQ! The Question Behind the Question: Practicing Personal Accountability in Work and in Life

John G. Miller

4.2

The lack of personal accountability is a problem that has resulted in an epidemic of blame, victim thinking, complaining, and procrastination. No organization—or individual—can successfully compete in the marketplace, achieve goals and objectives, provide outstanding service, engage in exceptional teamwork, or develop people without personal accountability.

John G. Miller believes that the trouble

Recommended by Vincent Pugliese.

Vincent Pugliese

Question: What books would you recommend to young people to be prepared for the future workplaces? Answer: So many! So many by Seth Godin (Linchpin, The Icarus Deception, Purple Cow) Essentialism by Greg McKeown, Deep Work by Cal Newport, The Choice by Og Mandino, Rich Dad Poor Dad by Robert Kiyosaki, The Total Money Makeover by Dave Ramsey, No More Dreaded Mondays and 48 Days To The Work You Love by Dan Miller, The 12 Week Year by Brian Moran, Will It Fly by Pat Flynn, The Traveler's Gift by Andy Andrews, QBQ by John Miller, The Four Hour Workweek by Tim Ferriss. Wow, there are so many more, but that’s a start. [source]

35

Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service

Jeff Toister

4.2

Note: This is a second edition. The first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.

Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.

Rather than offering another set of customer

36

Weird Things Customers Say in Bookshops

Jen Campbell

4.2

This Sunday Times bestseller is a miscellany of hilarious and peculiar bookshop moments: 'Can books conduct electricity?'
'My children are just climbing your bookshelves: that's ok... isn't it?'

A John Cleese Twitter question ['What is your pet peeve?'], first sparked the 'Weird Things Customers Say in Bookshops' blog, which grew over three years into one bookseller's collection of ridiculous conver

37

Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise

Horst Schulze

4.2

Jim Collins, author of Good to Great, co-author of Built to Last: "Horst Schulze created a culture of service that should be a model for all of us. By committing to the highest standards of professionalism - and creating the right systems to achieve them - he inspired thousands to embrace the core ideal of sheer unadulterated excellence. Schulze now shares his story, and his methods, so that the r

38

Go-Givers Sell More

Bob Burg

4.1

from Go-Givers Sell More:

The great upside-down misconception about sales is that it's an effort to get something from others. The truth is that sales at its best-at its most effective-is precisely the opposite: it is about giving. Giving time, attention, counsel, education, empathy, and value. In fact, the word sell comes from the Old English word sellan, which means-you guessed it-to give. And cu

39

Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results

Renee Evenson

4.1

Let’s face it, dealing with customers isn’t easy. They aren’t always right—or even pleasant—but knowing the right words to use can make all the difference.

Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused sit

40

It Starts with Clients: Your 100-Day Plan to Build Lifelong Relationships and Revenue

Andrew Sobel

4.1

It Starts with Clients is a double entendre (actually "triple"): (1) It's about helping people when they are starting out to build a client base in their careers; (2) It affirms that when you start a business, it's best to start with a potential client/customer already in hand; and (3) All business strategy should start from an understanding of the needs of the client/customer. Over the last 20 ye

41

A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

Janelle Barlow, Claus Møller

4.1

The first edition of A Complaint is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied or buried, but are instead valuable pieces of feedback that can be used to improve an organization's products and services. This new edition has been thoroughly revised and updated. There are two brand new chapters on the Internet, a new section entitled H

42

The Simple Truths of Service

Ken Blanchard

4.1

Cover unavailable

43

The Forever Transaction: How to Build a Subscription Model So Compelling, Your Customers Will Never Want to Leave

Robbie Kellman Baxter

4.1

Moving to a Subscription Business Model Can Be Hugely Lucrative--But Also Quite Risky. Bestselling Author Robbie Baxter Offers a Step-by-Step Blueprint to Improve Your Odds of Success

Everyone wants to build a business based on the long-term relationship with the customer, but few businesses know exactly how to do it. In The Forever Transaction, Robbie Kellman Baxter tells you how to make the visi

Cover unavailable

44

The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations

Richard Gallagher

4.1

By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good int

45

Just Listen: Discover the Secret to Getting Through to Absolutely Anyone

Mark Goulston

4.1

Preview Summary

Drawing on his experience as a psychiatrist, business consultant, and coach, author Mark Goulston combines his background with the latest scientific research to help readers turn the “impossible” and “unreachable” people in their lives into allies, devoted customers, loyal colleagues, and lifetime friends. Just Listen does this by providing simple but powerful techniques readers can use to really

Recommended by Bill Liao.

Bill Liao

The human world occurs in language so best get good at it! [source]

46

Nuts!

Kevin Freiberg

4.1

Twenty-five years ago, Herb Kelleher reinvented air travel when he founded Southwest Airlines, where the planes are painted like killer whales, a typical company maxim is "Hire people with a sense of humor," and in-flight meals are never served--just sixty million bags of peanuts a year. By sidestepping "reengineering," "total quality management," and other management philosophies and employing it

47

How to Win Customers and Keep Them for Life

Michael LeBoeuf

4.1

"A powerhouse, a classic."--James B. Patterson*, bestselling novelist and former Chairman and Creative Director of J. Walter Thompson, U.S.A., Inc."An invaluable, easy-to-follow blueprint for winning, serving and keeping customers...This book is a must for any business." --Jere W. Thompson, President and CEO, The Southland Corporation

Michael LeBoeuf, one of the nation's foremost business consultan

48

Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

Nick Mehta, Dan Steinman, and Lincoln Murphy

4.1

Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' e

49

Activity Log Book: dans 11" x 8.5" (27.9 x 21.6 cm ) 110 Pages

dans, Henderson Daniel, et al.

4.1

50

Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary

Steve Curtin, Sean Pratt, et al

4.1

If you want to know how strong your company's customer service is, ask your employees to describe what their work entails. Then pay attention to whether they simply list their duties and tasks or if they speak to the true essence of their job--to create delighted customers who will be less price sensitive, have higher repurchase rates, and enthusiastically recommend the company or brand to others.

51

Unlocking the Customer Value Chain: How Decoupling Drives Consumer Disruption

Thales S. Teixeira

4.1

Based on six years of research, Harvard Business School professor Thales Teixeira shows how and why industries are disrupted, and what established companies can do to respond--as well as what potential startups must master if they hope to gain a competitive edge.

As it turns out, there is a pattern to disruption in an industry, whether the disruptor is Uber, Airbnb, or a dozen other startups that h

52

The Ultimate Question: Driving Good Profits and True Growth

Fred Reichheld

4.1

Based on extensive research, 'The Ultimate Question' shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation.

53

Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty Boost Profits

Lisa Ford

4.1

When the going's tough, companies that survive will be those that build the greatest loyalty—by exceeding expectations. Yet, too often, companies ignore their customers' needs and wants. Today, industries like airlines, retail businesses, and restaurants are feeling consumer pushback.

With new, updated examples from more than fifty companies—from Chik-Fil-A restaurants to the Ritz-Carlton hotel cha

54

Perfect Phrases for Customer Service: Hundreds of Ready-To-Use Phrases for Handling Any Customer Service Situation

Robert Bacal

4.1

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME You've heard it a million times: "The customer is always right." But let's face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.

Perfect Phrases for Customer Service, second edition, provides the language you nee

55

Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service

Richard S. Gallagher

4.1

"Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioral psychology, any service rep or team can dramatically improve service quality. Great Customer Connections presents a step-by-step program for turning each customer interaction into a peak experience. Adapting scientific research into easy-to-apply practices, the book lets service professiona

Cover unavailable

56

Starting a Business QuickStart Guide: The Simplified Beginner's Guide to Launching a Successful Small Business, Turning Your Vision into Reality, and Achieving Your Entrepreneurial Dream

Ken Colwell PhD MBA

4.1

Starting a Business QuickStart Guide: The Simplified Beginner's Guide to Launching a Successful Small Business, Turning Your Vision into Reality, and Achieving Your Entrepreneurial Dream

THE ULTIMATE BEGINNER'S GUIDE TO STARTING A BUSINESS IN 2019!

Have you ever dreamt of starting your own business and living life on your terms?

This book shows you EXACTLY what you need to know to stand out from the

57

Customer Genius: Becoming a Customer-Centric Business

Peter Fisk

4.1

Hello, I am your customer. Do you see the world like I do? It's simple really. Start with me and everything else follows. Together we can do extraordinary things. Are you ready? 10 building blocks, 30 practical tools, 50 inspirational stories. From Amazon to Banyan Tree, Quintessentially to Zipcars, explore 50 of the world's leading customer businesses. The rise of Air Asia, and the collaboration

58

Trust Agents: Using the Web to Build Influence, Improve Reputation, and Earn Trust

Chris Brogan, Julien Smith

4.1

How to tap the power of social software and networks to build your business In Trust Agents, two social media veterans show you how to tap into the power of social networks to build your brand's influence, reputation, and, of course, profits. Today's online influencers are web natives who trade in trust, reputation, and relationships, using social media to accrue the influence that builds up or b

Recommended by Jay Baer, Lee Odden, Mark Horvath, and 1 others.

Mark Horvath

@chrisbrogan @WileyBusiness @julien awesome - I love that book [source]

59

Legendary Service: The Key is to Care

Ken Blanchard, Vicki Halsey, et al.

4.1

60

Amazement Revolution: Seven Customer Service Startegies to Create an Amazing Customer (& Employee) Experience

Shep Hyken

4.1

61

The Apple Experience: Secrets to Building Insanely Great Customer Loyalty

Carmine Gallo

4.1

Apple Stores earn more money per square foot than any other retailer. At the core of Apple's success and intense customer loyalty, however, aren't just "Insanely Great" products, but great people who are informed, empowered, and motivated to deliver an unbeatable customer experience. In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behi

62

Customer Service for Dummies

Karen Leland, Keith Bailey, Giles H. Bateman

4.1

In today's highly competitive environment, good products and good marketing aren't enough. To succeed, you also need great customer service. Quality service touches our lives in two important ways: the service we give and the service we receive. Customer Service For Dummies, 2nd Edition, brims with hot tips, techniques, and lots of suggestions for giving your customers the kind of service that yo

63

Exactly What to Say: The Magic Words for Influence and Impact

Phil M Jones

4.1

Preview Summary

Often the decision between a customer choosing you over someone like you is your ability to know exactly what to say, when to say it, and how to make it count. Phil M. Jones has trained more than two million people across five continents and over fifty countries in the lost art of spoken communication. In Exactly What to Say, he delivers the tactics you need to get more of what you want.

Best-selli

64

Selling the Invisible: A Field Guide to Modern Marketing

Harry Beckwith

4.0

A treasury of hundreds of quick, practical, and easy-to-read strategies - few are more than a page long - Selling the Invisible will open your eyes to new ideas in this crucial branch of marketing including why focus groups, value-price positioning, discount pricing, and being the best usually fail; the critical emotion that most influences your prospects - and how to deal with it; the vital role

Recommended by Brian Burkhart, Drew McLellan, and Shep Hyken.

Brian Burkhart

I love this book. Everyone is a salesperson in some regard. You may not have a product to sell, but you certainly have yourself, your ideas, and your value to sell. Convincing people you, your principles, and your thoughts matter is a never-ending project. In Beckwith’s book—which is about selling services versus widgets—this theory definitely holds up. He also offers up a few profound thoughts on how people are wired. [source]

Drew McLellan

Question: What five books would you recommend to young people interested in your career path & why? Answer: Radical Leap by Steve Farber Becoming a Category of One by Joe Calloway Selling the Invisible by Harry Beckwith Killing Marketing by Joe Pulizzi and Robert Rose Waiting for your Cat to Bark by Bryan and Jeffrey Eisenberg The Power of Moments by Chip and Dan Heath [source]

65

Inside the Magic Kingdom

Tom Connellan

4.0

Through interviews with past and present Disney employees, some of the business secrets and practices of this vastly successful empire are revealed.

66

Winning the Service Game

Benjamin Schneider, David Earl Bowen

4.0

Winning the Service Game details an explicit set of rules by which organizations can meet customer expectations and needs as well as capitalize on customer competencies as a source of competitive advantage. Drawing on an extensive body of research, the authors reveal the important relationships across three tiers in any service organization--customers, front-line workers, and management--and demon

67

Hug Your Customers: STILL The Proven Way to Personalize Sales and Achieve Astounding Results

Jack Mitchell

4.0

Revised and updated for the first time since original publication!

Here is the 200,000-copy staple, praised by Warren Buffett as "a gem ... I wish everyone at Berkshire would follow [Jack Mitchell's] advice--we would own the world."

If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business bestseller, Hug

68

Fish! Tales: Real-Life Stories to Help You Transform Your Workplace and Your Life

Stephen C. Lundin PhD, John Christensen, Harry Paul

4.0

Fish! told the story of a fictional company which transformed itself by applying lessons learned from Seattles famous Pike Place Fish market. Now, with Fish! Tales, readers can learn how real-life businesses and individuals energized their workplaces--and their lives--by implementing the lessons from Fish! Best of all, the book stands on its own for newcomers to the Fish! philosophy. Fish! Tales f

69

The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

Frederick F. Reichheld

4.0

The business world seems to have given up on loyalty: many major corporations now lose-and have to replace-half their customers in five years, half their employees in four, and half their investors in less than one. Fred Reichheld's national bestseller The Loyalty Effect shows why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened li

70

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine

Jeanne Bliss

4.0

A Customer Experience Roadmap to Transform Your Business and Culture

Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world.

And it will take years off your learning curve.

Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the

71

You Can't Teach a Kid to Ride a Bike at a Seminar, 2nd Edition: Sandler Training's 7-Step System for Successful Selling

David Sandler and David H. Mattson

4.0

"The bestselling sales classic! Revised and expanded to help you supercharge personal and team performance in today's ultra-competitive sales environment"

""People make buying decisions emotionally and justify them logically.""

That shrewd, timeless insight from the first edition of this bestselling book has become a "no-brainer" among sales professionals. Now "You Can't Teach a Kid to Ride a Bike a

72

"I Love You More Than My Dog": Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad

Jeanne Bliss

4.0

Recommended by Eric Schmidt and Tony Hsieh.

73

The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results

Nick Toman Pat Spenner

4.0

What’s the secret to executing complex sales today? As the bestseller The Challenger Sale proved, challenging the customer is the key to success. But it turns out that’s only half the story. It’s not just that you challenge but who you challenge that really matters. To win today, you need a Challenger inside the customer organization.

Picture your ideal customer: collegial, eager to meet with you,

Recommended by Marshall Kirkpatrick.

Marshall Kirkpatrick

This is an amazing book. If you think analyst firms are just pay-to-play and don’t deliver big, objective value, I dare you to read this book. I’m quite confident it will change your mind. It’s challenging everything I thought about change advocacy, content marketing, and sales. https://t.co/VB8mvByK7r [source]

74

The Spirit to Serve: Marriott's Way

J. W. Marriott, Kathy Ann Brown

4.0

75

High-Profit Prospecting: Powerful Strategies to Find the Best Leads and Drive Breakthrough Sales Results

Mark Hunter CSP

4.0

As a salesperson, your pipeline is the key to your success. No matter what changes, that remains the same. Top producers prospect—and they do it ALL THE TIME. “But how?” you ask, “In the age of the Internet, isn’t cold-calling dead?”

Now, in his new book, sales expert Mark Hunter shatters costly prospecting myths and eliminates confusion about what works today. Merging new strategies with proven pr

Recommended by Mark Hunter, Mark Hunter, and Mike Weinberg.

76

The One Minute Entrepreneur: The Secret to Creating and Sustaining a Successful Business

Ken Blanchard, Don Hutson, Ethan Willis

4.0

Mega-bestselling author Ken Blanchard and celebrated business leaders Don Hutson and Ethan Willis present an inspiring story that reveals the secrets to becoming a successful entrepreneur.

In THE ONE MINUTE ENTREPRENEUR, Ken Blanchard (coauthor of the #1 bestselling business classic The One Minute Manager), Don Hutson, CEO of U.S. Learning, and Ethan Willis, CEO of Prosper Learning, tell the inspir

77

Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success

Leonard L. Berry

4.0

This wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining long-term success.

In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field.

From Berry's exacting study of fourteen matu

78

Zombie Loyalists: Using Great Service to Create Rabid Fans

Peter Shankman

4.0

Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls “Zombie Loyalists,” fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue. After all, why should you have to tell the world how amazing you are if you can have your existing customers do it for you? Imagine an army

79

This Is Service Design Doing: Applying Service Design Thinking in the Real World

Marc Stickdorn

4.0

80

Sell with a Story: How to Capture Attention, Build Trust, and Close the Sale

Paul Smith

4.0

Despite all the high-tech tools available to salespeople, the most personal method still works best.

Storytelling packs the emotional punch to turn routine presentations into productive relationships. It explains products or services in ways that resonate; it connects people and creates momentum. Stories speak to the part of the brain where decisions are made.

Paul Smith, author of the acclaimed Lea

Recommended by Robert Hajnal.

Robert Hajnal

I am currently reading Sell with a story - Paul Smith: my goal is to learn how to create a strong story behind a product that I am presenting to the market. [source]

81

What's the Secret?: To Providing a World-Class Customer Experience

John R. DiJulius III

4.0

What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJuliu

82

Chicana and Chicano Art: ProtestArte

Carlos Francisco Jackson

4.0

This is the first book solely dedicated to the history, development, and present-day flowering of Chicana and Chicano visual arts. It offers readers an opportunity to understand and appreciate Chicana/o art from its beginnings in the 1960s, its relationship to the Chicana/o Movement and its leading artists, themes, current directions, and cultural impacts.

Although the word “Chicano” once held neg

83

Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone

Shep Hyken

4.0

Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn’t an out-of-reach goal. In fact, amazement is a habit that anyone can master—and Shep Hyken knows the tricks to making it your own.

In Be Amazing or Go Home, Shep shares the secrets behind making his motto “Always Be Amazing!” an everyday lifestyle and shows how you too

84

Customer Experience: Future Trends and Insights

C. Shaw, Q. Dibeehi, S. Walden

4.0

The quality of customer experience has become more important in recent times as businesses struggle to differentiate themselves. But what are the emerging trends that businesses should focus on today? The authors explore the growing trends that progressive businesses need to understand to give themselves a competitive advantage.

85

The Magic of Conflict: Turning a Life of Work into a Work of Art

Thomas Crum

4.0

This set of simple techniques, including meditation, breathing exercises, openness, and play--Aiki--leads gently to a reordered state of mind. From overcoming apathy to understanding how conflict doesn't have to mean contest, Aiki turns mind-body integration principles into powerful tools.

86

Customer Mania!: It's Never Too Late to Build a Customer-Focused Company

Kenneth Blanchard Ph.D., Jim Ballard, Fred Finch

4.0

In Customer Mania!, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service—creating a people-oriented, performance-driven, customer-first organization.

Customer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts

87

The Referral of a Lifetime: Never Make a Cold Call Again!

Tim Templeton

4.0

Your Best Prospects Are Referred Prospects!
Nobody likes cold calls. And nobody really needs to make them. The Referral of a Lifetime teaches a step-by-step system that will allow anyone to generate a steady stream of new business through consistent, qualified referrals while retaining and maximizing business with existing customers. Tim Templeton emphasizes the importance of applying the golden r

88

The Introvert's Edge: How the Quiet and Shy Can Outsell Anyone

Matthew Pollard

4.0

An introvert? Great at sales? YES.

Sales is a skill anyone can learn and master — and introverts are especially good at it once they learn how to leverage their natural strengths.

Introverts aren’t comfortable with traditional tactics like aggressively pushing a product or talking over a customer’s objections. That’s the beauty of The Introvert’s Edge: it doesn’t focus on the sale itself but on a

89

Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People

Joseph Michelli

4.0

Lead Your Business the Starbucks Way Foreword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company, L.L.C.

One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon--a result of the company's exemplary leadership practices.

Joseph Michelli, author of the Wall Street Journal, USA Today, and

90

The Automatic Customer: Creating a Subscription Business in Any Industry

John Warrillow

4.0

The lifeblood of your business is repeat customers. But customers can be fickle, markets shift, and competitors are ruthless. So how do you ensure a steady flow of repeat business? The secret—no matter what industry you’re in—is finding and keeping automatic customers.

These days virtually anything you need can be purchased through a subscription, with more convenience than ever before. Far beyond

91

Zappos Experience

Joseph Michelli

4.0

Make every day a WOW day for your customers, your staff--and your bottom line!

"In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture. Joseph helps us all understand how to achieve a little more of that Zappos magic."
--Eric Ryan, method cofounder and person against dirty

"If you're looking for an i

92

Declutter Your Mind: How to Stop Worrying, Relieve Anxiety, and Eliminate Negative Thinking

S.J. Scott and Barrie Davenport

4.0

Feel overwhelmed by your thoughts? Struggling with anxiety about your daily tasks? Or do you want to stop worrying about life?
The truth is...We all experience the occasional negative thought. But if you always feel overwhelmed, then you need to closely examine how these thoughts are negatively impacting your lifestyle.
The solution is to practice specific mindfulness techniques that create more "

93

It's Not about the Coffee: Leadership Principles from a Life at Starbucks

Howard Behar

4.0

94

The Customer Support Handbook: How to Create the Ultimate Customer Experience for Your Brand

Sarah Hatter, Jeff Vincent, Jason Rehmus, Shervin Talieh, Spencer Fry, Laura Gluhanich, Rich White

4.0

How do you hire the best support team? What's the best use of social media for support and service? Should we apologize for the inconvenience? The web's leading experts are ready to share our answers and experience with everyone, plus share stories and radical advice for building your own exceptional customer experience. In The Customer Support Handbook, leaders in customer support bring their sto

95

Mapping Experiences: A Complete Guide to Creating Value Through Journeys, Blueprints, and Diagrams

Jim Kalbach

4.0

Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it's worse when people inside these companies can't pinpoint the problem because they're too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you ca

96

Delivering Knock Your Socks Off Service

Performance Research Associates

4.0

With so many choices available to them, today's customers are smarter and more demanding than ever before, putting repeat business at risk. In order to keep them coming back, you can't just give them good, or even great, customer service...you have to knock their socks off!

Completely updated with all new techniques that will help you successfully work with even the most difficult customers, Delive

97

Customer Service: A Practical Approach

Elaine K. Harris

4.0

The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised

98

The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market

Michael Treacy, Fred Wiersema

4.0

99

Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World

Pete Blackshaw

4.0

In today’s Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"—blogs, social networking pages, message boards, product review sites—even a single disgruntled customer can broadcast his complaints to an audience of millions. Blackshaw shows managers, marketers, and business leaders how to establish and

100

Heads in Beds: A Reckless Memoir of Hotels, Hustles, and So-Called Hospitality

Jacob Tomsky

4.0

In the tradition of Kitchen Confidential and Waiter Rant, a rollicking, eye-opening, fantastically indiscreet memoir of a life spent (and misspent) in the hotel industry.

Jacob Tomsky never intended to go into the hotel business. As a new college graduate, armed only with a philosophy degree and a singular lack of career direction, he became a valet parker for a large luxury hotel in New Orleans.