Exploring Top Books of Shelfari

Imagine a workplace where everyone chooses to bring energy, passion, and a positive attitude to the job every day. Imagine an environment in which people are truly connected to their work, to their colleagues, and to their customers. In this engrossing parable, a fictional manager is charged with the responsibility of turning a chronically unenthusiastic and unhelpful department into an effective team. Across the... (more)

The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary

The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary

by Joseph A. Michelli

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-brewed... (more)

Raving Fans: A Revolutionary Approach To Customer Service

Raving Fans: A Revolutionary Approach To Customer Service

by Ken Blanchard

"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 of organization... (more)

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

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

by Mark Sanborn

21 Dog Years: Doing Time @ Amazon.com

by Mike Daisey

Boy meets dot-com, boy falls for dot-com, boy flees dot-com in horror. So goes one of the most perversely hilarious love stories you will ever read, one that blends tech culture, hero worship, cat litter, Albanian economics, venture capitalism, and free bagels into a surreal cocktail of delusion. In 1998, when Amazon.com went to temp agencies to recruit people, they gave them a simple directive: send us your... (more)

The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service

The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service

by Edward Horrell

Re-energize your company's customer service--and inspire greater customer loyalty--using the power of kindness. Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques and processes at the customer contact level. Rather, it's a culture of kindness and consideration--up and down the entire organization--that fundamentally changes... (more)

Gung Ho!: Turn on the People in Any Organization

Gung Ho!: Turn on the People in Any Organization

by Ken Blanchard

Ken Blanchard and Sheldon Bowles, co-authors of the New York Times business bestseller Raving Fans, are back with Gung Ho! Here is an invaluable management tool that outlines foolproof ways to increase productivity by fostering excellent morale in the workplace. It is a must-read for everyone who wants to stay on top in today's ultra-competitive business world. Raving Fans taught managers how to turn... (more)

Lovemarks: The Future Beyond Brands

by Kevin Roberts

Tom Peters, one of the most influential business thinkers of all time, described the first edition of Lovemarks: the future beyond brands as "brilliant." He also announced it as the "Best Business Book" published in the first five years of this century. Now translated into fourteen languages, with more than 150,000 copies in print, Lovemarks is back in a revised edition featuring a new chapter on the peculiarly... (more)

Outside Innovation: How Your Customers Will Co-Design Your Company's Future

Outside Innovation: How Your Customers Will Co-Design Your Company's Future

by Patricia B. Seybold

How dynamic businesses of every size can unleash innovation by inviting customers to co–design what they do and make. Reading line: The 8 Roles Customers Play in Trend–Setting Companies The refrain is familiar for Patricia Seybold in her journeys as a top technology and management strategist: "I want our company to be acknowledged as the most admired and most customer–valued in our industry and to be... (more)

Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation

Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation

by Lisa Ford

Pocket Pos: Highlights from Positively Outrageous Service

Pocket Pos: Highlights from Positively Outrageous Service

by T. Scott Gross

T. Scott Gross teaches how to get ordinary people to give world class service. He provides a hands on approach step-by-step formula for developing self-managing, excited service teams that put the customer first.

Best Practices in Customer Service

by Ron Zemke

A one-stop resource that brings together the wisdom of dozens of customer service experts who explain & demonstrate how to implement the best practices available in customer service. Paper. DLC: Customer services.

Hey, I'm the Customer: Front Line Tips for Providing Superior Customer Service

Hey, I'm the Customer: Front Line Tips for Providing Superior Customer Service

by Ron Willingham

In an increasingly competitive economy, superior service is the key to attracting and retaining customers. Now a veteran sales trainer shows managers, supervisors, business owners, and particularly front-line service providers precisely how to focus on customer needs and give today's demanding and selective buyers the end-result benefits they expect. Line drawings.

Designing for the Social Web

by Joshua Porter

No matter what type of web site or application you’re building, social interaction among the people who use it will be key to its success. They will talk about it, invite their friends, complain, sing its high praises, and dissect it in countless ways. With the right design strategy you can use this social interaction to get people signing up, coming back regularly, and bringing others into the fold. With tons of... (more)

Pretending You Care: Retail Employee Handbook

Pretending You Care: Retail Employee Handbook

by Norman Feuti

Ah, retail. It has lured in the best of us with promises of employee discounts (a sham), the "fun" of working with people (not so much), and flexible hours (don’t make me laugh). What we got instead: cranky customers, sadistic managers, idiotic coworkers, and, oh yeah, the hell that is doing inventory. But there are ways to lessen the pain, and this retail handbook will show you how. Inside you’ll learn... (more)

The Nordstrom Way: The Insider Story of America's #1 Customer Service Company (Norddstrom Way)

The Nordstrom Way: The Insider Story of America's #1 Customer Service Company (Norddstrom Way)

by Robert Spector

Praise for The Nordstrom Way "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for." — David D. Glass President and Chief Executive Officer Wal-Mart Stores, Inc. "Nordstrom is a national model for outstanding customer service. American business... (more)

Love Thy Customer: Creating Delight, Preventing Dissatisfaction, and Pleasing Your Hardest-to-Please Customer

Love Thy Customer: Creating Delight, Preventing Dissatisfaction, and Pleasing Your Hardest-to-Please Customer

by Rick Kirschner, Rick Brinkman

The bestselling authors of Dealing with People You Can't Stand deliver proven tactics for exceptional customer service In today's consumer-driven market, the first commandment is love thy customer. As highly sought-after corporate trainers and speakers, Rick Brinkman and Rick Kirschner use their trademark no-nonsense style and innovative communication techniques to win over even the most difficult customers,... (more)

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

Secret Service: Hidden Systems That Deliver Unforgettable Customer Service

by John R. DiJulius

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 loyalty,... (more)

Positively Outrageous Service

by T. Scott Gross

Want customers to return time and again? Looking to carve a niche in your market? From Positively Outrageous Service, business owners will learn to do the unexpected unexpectedly and give customers more than they ever thought possible.

Customer satisfaction is worthless, customer loyalty is priceless : how to make customers love you, keep them coming back and tell everyone they know

by Jeffrey H. Gitomer

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

Shelfari Book Activity

Tags: customer service

by Stephen C. Lundin

by Joseph A. Michelli

by Ken Blanchard

by Mark Sanborn

by Mike Daisey

by Edward Horrell

by Ken Blanchard

by Kevin Roberts

by Patricia B. Seybold

by Lisa Ford

by T. Scott Gross

by Ron Zemke

by Ron Willingham

by Joshua Porter

by Norman Feuti

by Robert Spector

by Rick Kirschner, Rick Brinkman

by John R. DiJulius

by T. Scott Gross

by Jeffrey H. Gitomer