The best books on customer service and customer experience

Who am I?

I am a New York Times #1 bestselling author of more than 10 customer experience and leadership books. When I am not reading and writing, I help leaders and entrepreneurs drive employee engagement, customer loyalty, and referrals. 


I wrote...

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

By Joseph A. Michelli,

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

What is my book about?

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 extraordinary success are revealed.

Shepherd is reader supported. When you buy books, we may earn an affiliate commission.

The books I picked & why

Book cover of The Experience Economy: Competing for Customer Time, Attention, and Money

Joseph A. Michelli Why did I love this book?

Economists Gilmore and Pine, trace economic value through the agrarian, industrial and service age and pioneer thinking on the importance of “staging” experiences. This book created a tectonic shift from transactional “customer service” to emotionally engaging “customer experiences.” In a world where customer satisfaction is table stakes, The Experience Economy shows readers how to drive emotional engagement and repeat business.

By B Joseph Pine II, James H Gilmore,

Why should I read it?

1 author picked The Experience Economy as one of their favorite books, and they share why you should read it.

What is this book about?

Time is limited. Attention is scarce. Are you engaging your customers?

Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral?

Welcome to the Experience Economy, where businesses must form unique connections in order to secure their customers' affections--and ensure their own economic vitality.

This seminal book on experience innovation by Joe Pine and Jim Gilmore explores how savvy companies excel by offering compelling experiences for their customers, resulting not only in increased customer allegiance but also in a more profitable bottom line. Translated into thirteen languages,…


Book cover of The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary Into the Extraordinary

Joseph A. Michelli Why did I love this book?

If only my mail carrier were like Fred… but that’s the point. All of us can “up our game” when it comes to caring for and about others. Mark Sanborn crafted a highly accessible and engaging book that shows how everyone can “be a Fred.” The line between ordinary and extraordinary is less about resources and more about focus and effort.

By Mark Sanborn,

Why should I read it?

1 author picked The Fred Factor as one of their favorite books, and they share why you should read it.

What is this book about?

Mark Sanborn met his postman, Fred, just after he moved to Denver. Fred knocked on his door, introduced himself, and welcomed him to the neighborhood. He also asked Sanborn about himself and how he wanted his mail handled while he was away. Needless to say, Sanborn was shocked. He asked Fred more about his job and how he approached it. Fred's answers inspired him to develop motivational seminars promoting Fred's attitude and approach to life.

To embody the Fred philosophy is to realise and practise that:--Everyone can make a difference--Success is built on good relationships--You must continually create value for…


Book cover of Pour Your Heart Into It: How Starbucks Built a Company One Cup at a Time

Joseph A. Michelli Why did I love this book?

From a poor kid whose dad used to drive a diaper delivery truck to one of the premier global leaders in the last 50 years, Howard Schultz tells the story of Starbucks meteoric rise as only Howard can. This book inspired me to work with Howard and write two books about Starbucks - a company that he carefully stewarded to become synonymous with coffee and affordable luxury. A blend of storytelling and leadership insights, Pour Your Heart Into It, shows the importance of leadership passion couple with social compassion.

By Howard Schultz,

Why should I read it?

2 authors picked Pour Your Heart Into It as one of their favorite books, and they share why you should read it.

What is this book about?

In Pour Your Heart Into It, former CEO and now chairman emeritus Howard Schultz illustrates the principles that have shaped the Starbucks phenomenon, sharing the wisdom he has gained from his quest to make great coffee part of the American experience.

The success of Starbucks Coffee Company is one of the most amazing business stories in decades. What started as a single store on Seattle's waterfront has grown into the largest coffee chain on the planet. Just as remarkable as this incredible growth is the fact that Starbucks has managed to maintain its renowned commitment to product excellence and employee…


Book cover of Peak: How Great Companies Get Their Mojo from Maslow

Joseph A. Michelli Why did I love this book?

I wish I had written this book. Chip Conley takes Maslow’s hierarchy of needs and applies it to employees and customers. Sharing lessons from hotel leadership, Chip demonstrates how managers and frontline workers should prioritize primary needs of those they serve while stretching to address higher level belonging and self-expression needs. With precision and clarity, Chip Conley offers a template for assessing the wants, needs, and desires of others

By Chip Conley,

Why should I read it?

1 author picked Peak as one of their favorite books, and they share why you should read it.

What is this book about?

Proven principles for sustainable success, with new leadership insight

PEAK is the popular, transformative guide to doing business better, written by a seasoned entrepreneur/CEO who has disrupted his favorite industry not once, but twice. Author Chip Conley, founder and former CEO of one of the world's largest boutique hotel companies, turned to psychologist Abraham Maslow's Hierarchy of Needs at a time when his company was in dire need. And years later, when the young founders of Airbnb asked him to help turn their start-up home sharing company into a world-class hospitality giant, Conley once again used the principles he'd developed…


Book cover of Delivering Happiness: A Path to Profits, Passion, and Purpose

Joseph A. Michelli Why did I love this book?

In 2020, the world lost a special and rare visionary, Tony Hsieh. I was fortunate to work with Tony and write about his company - Zappos. You can gain a vibrant sense of Tony’s wisdom and character when you read Delivering Happiness. A serial entrepreneur since childhood, Tony Hsieh became a billionaire in his 30’s and donated hundreds of millions of dollars back into his community. Delivering Happiness is a playful, story-rich, exploration into how Tony created a quirky human-centric business that drives engagement and loyalty from both employees and customers.

By Tony Hsieh,

Why should I read it?

2 authors picked Delivering Happiness as one of their favorite books, and they share why you should read it.

What is this book about?

- Pay brand-new employees $2,000 to quit
- Make customer service the responsibility of the entire company-not just a department
- Focus on company culture as the #1 priority
- Apply research from the science of happiness to running a business
- Help employees grow-both personally and professionally
- Seek to change the world
- Oh, and make money too . . .

Sound crazy? It's all standard operating procedure at Zappos, the online retailer that's doing over $1 billion in gross merchandise sales annually. After debuting as the highest-ranking newcomer in Fortune magazine's annual "Best Companies to Work For"…


You might also like...

The Squiggly Line Career: How Changing Professions Can Advance a Career in Unexpected Ways

By Angela Champ,

Book cover of The Squiggly Line Career: How Changing Professions Can Advance a Career in Unexpected Ways

Angela Champ Author Of The Squiggly Line Career: How Changing Professions Can Advance a Career in Unexpected Ways

New book alert!

Who am I?

Although I’ve worked in many professions and industries, a common theme in all my jobs is that I love helping people succeed in their careers. I’ve started or sponsored employee networks that focused on professional development, I’m a certified coach that focuses on propelling a client’s career, and I am a conference keynote speaker on the topics of careers and leadership. Everyone deserves to have a great career that makes them want to jump out of bed on Monday morning and that provides a good living and lifestyle. I love to make that happen!

Angela's book list on accelerating your career

What is my book about?

When we're children, we're asked what we want to be when we grow up. But what if there isn't just one career for us in our lifetime? What if we can have a squiggly line career that spans professions and industries?

This book will guide job seekers on the traits and tactics needed to change professions, and show hiring professionals how to find candidates with the skills to do the job!

The Squiggly Line Career: How Changing Professions Can Advance a Career in Unexpected Ways

By Angela Champ,

What is this book about?

When we are children, people ask us what we want to be when we grow up. The question elicits all sorts of dreams as a kid - "I want to be a ballerina" or "a firefighter" or "an astronaut." It becomes daunting as we grow up and start feeling pressured to make a choice that could affect the rest of our lives. What if we're not meant to follow just one path but, rather, pursue a squiggly line career that moves us across professions and industries? Filled with examples of real life squiggly line careers and interactive exercises, this book…


Topics
Genres

5 book lists we think you will like!

Interested in customer service, self-actualization, and leadership?

10,000+ authors have recommended their favorite books and what they love about them. Browse their picks for the best books about customer service, self-actualization, and leadership.

Customer Service Explore 9 books about customer service
Self-Actualization Explore 190 books about self-actualization
Leadership Explore 348 books about leadership