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Losing My Virginity
How I've Survived, Had Fun, and Made a Fortune Doing Business My Way
by Richard Branson
On its first publication, Richard Branson's bestselling autobiography was hailed as 'compelling' by the Sunday Times, and 'candid and humorous' by the Times. Now in this newly revised edition. Richard Branson adds to that amazing memoir, bringing both his - and Virgin's - story up to date. From the highs and lows of both his personal as well as business life, Richard Branson bares his soul.
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The Viewpoints of Stanley Marcus: A Ten-Year Perspective
by Stanley Marcus
Marcus, the chairman emeritus of the Neiman Marcus chain, who spent his earlier career in retail, at the age of 90 writes a weekly column on subjects of his choice for the Dallas Morning News. These low-key pieces, published during the past 10 years, emphasize the merchandizing skills Marcus has honed. Believing that "The customer is always right," he repeatedly advises his readers to complain about... (more)
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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)
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BE OUR GUEST: Perfecting the art of customer service
by Disney Institute
Whether they are called clients, customers, constituents, or, in Disney-speak, guests, all organizations must best serve the people who purchase their products and services or risk losing them. Now, for the first time, one critical element of the methods behind the magic that is the Walt Disney World Resort-quality service-is revealed in Be Our Guest. Even before Tom Peters and Bob Waterman profiled Walt Disney... (more)
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Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day
by Michael D. Basch
Many people have written about creating customer-centered organizations. Michael Basch actually did it--better than anyone else. He was the co-founder of Federal Express, and the VP of Sales, Marketing and Customer Service. He built the systems, created the processes and developed the culture that made FedEx the legend it still is today in customer management and support. CustomerCulture is about consciously... (more)
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Stanley Marcus; The Relentless Reign of a Merchant Prince
by Thomas E. Alexander
Stanley Marcus was undeniably America s Merchant Prince. He created his own legend by becoming a fashion authority without parallel, an unerring arbiter of taste, a marketing genius, and a ham-like showman in the mold of Phineas T. Barnum. His unique talents transformed Neiman Marcus from a Dallas specialty store into a glittering internationally-known and respected retail institution. Thomas E. Alexander traces... (more)
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Loyalty Rules! How Leaders Build Lasting Relationships
by Frederick F. Reichheld
Fewer than half of today's employees believe that their companies deserve their loyalty. Web-empowered customers now defect more easily and more quickly than ever. Has loyalty become an outdated notion in today's marketplace? Fred Reichheld, author of the bestselling book The Loyalty Effect, argues that loyalty is still the fuel that drives financial success-even, and perhaps especially, in today's... (more)
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Minding the Store: A Memoir
by Stanley Marcus
Stanley Marcus spent most of his life helping to create the retail enterprise Neiman Marcus, and his business philosophies remain an important part of the training of the store's personnel. This is both a portrait of a man and a celebration of the store that is a well-known landmark in Texas.
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Ten Commandments of Business and How to Break Them
by Bill Fromm
In this "how I do it better" book, Fromm identifies ten statements of conventional business wisdom that he believes should be broken. For example, the first commandment he suggests to break is "Thy Customer Is King." Instead Fromm says, "if you want your people to deliver outstanding customer service, then you need to treat them as if they were more important than customers." He takes other theories like "Rank... (more)
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What's the Secret: To Providing a World-Class Customer Experience
by John R. DiJulius
What's the Secrets? gives you an inside look at the world-class customer service strategies at today?s 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 DiJulius will... (more)
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Quest for the Best
by Stanley Marcus
Stanley Marcus spent most of his life helping to create the retail enterprise Neiman Marcus, and his business philosophies remain an important part of the training of the store's personnel. This volume outlines his beliefs about what makes the best in goods and services and how to receive it.
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The Experience Economy: Work Is Theater & Every Business a Stage
by James H. Gilmore, B. Joseph Pine
Future economic growth lies in the value of experiences and transformations--good and services are no longer enough. We are on the threshold, say authors Pine and Gilmore, of the Experience Economy, a new economic era in which all businesses must orchestrate memorable events for their customers. The Experience Economy offers a creative, highly original, and yet eminently practical strategy for companies to script... (more)
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The Pursuit of Wow!
by Thomas J. Peters
dozen years ago, Peters and coauthor Robert Waterman woke up corporate America with In Search of Excellence. Once more the "unconventional" Peters stimulates corporate thought processes. Along with the best of his columns, Peters includes questions and rebuttals that come from readers and listeners, as well as his own candid responses. A "must" read for every business person.
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Nuts! Southwest Airlines' Crazy Recipe for Business and Personal Success
by Kevin Freiberg
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 its own brand of... (more)
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The Only Thing That Matters: Bringing the Power of the Customer into the Center of Your Business
by Karl Albrecht
The man who single-handedly initiated the service management phenomenon in America poses a new challenge for businesses--how to incorporate a new commitment to the customer into their own business.
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Knock Your Socks Off Answers: Solving Customer Nightmares & Soothing Nightmare Customers (Knock Your Socks Off Series)
by Ron Zemke, Kristin Anderson
In this sequel to the bestselling Delivering Knock Your Socks Off Service, Anderson and Zemke show readers not only how to maintain grace under fire when it comes to customer service, they actually give suggestions for fielding tough-as-nails customer questions--with aplomb.
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Leadership and the Customer Revolution: The Messy, Unpredictable, and Inescapably Human Challenge of Making the Rhetoric of Change a Reality
by Gary Heil
Praise from business leaders for Leadership and the Customer Revolution "This book forcefully and in immensely practical ways teaches Einstein’s staggering point: ‘The significant problems we face cannot be solved at the same level of thinking we were at when we created them.’ Absolutely both cutting edge and real time, disturbing and confirming, inspiring and pragmatic! I recommend it highly. Worth reading again... (more)
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The World on Time: The 11 Management Principles That Made Fedex an Overnight Sensation
by James C Wetherbe
Readers will learn how Federal Express has set the standard for the way companies manage time and information, plan logistics and serve customers.
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Sacred Cows Make the Best Burgers: Developing Change-Ready People and Organizations
by Robert J. Kriegel
Shows business managers how to eliminate outdated business beliefs and routines that drain time and money, redesign the rules of their corporation, and instill a capacity for change in their employees and teams.
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The Customer Is Key: Gaining an Unbeatable Advantage Through Customer Satisfaction
by Milind M. Lele
Why does it make sense to keep customers happy? This book will explain how to do it. Full of examples and based on substantial original research and statistical evidence, it shows how closely customer satisfaction is related to profitability and market share. It demonstrates through argument, examples and statistics that satisfying the customer is the key to long-run company profitability.

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