Outliers: The Story of Success
Author: Malcolm Gladwell
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The Last Lecture
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Good to Great: Why Some Companies Make the Leap... and Others Don't
Author: Jim Collins
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Predictably Irrational: The Hidden Forces That Shape Our Decisions
Author: Dan Ariely
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Presentation Zen: Simple Ideas on Presentation Design and Delivery (Voices That Matter)
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First, Break All the Rules: What the World's Greatest Managers Do Differently
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Groundswell: Winning in a World Transformed by Social Technologies
Author: Charlene Li
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The Back of the Napkin: Solving Problems and Selling Ideas with Pictures
Author: Dan Roam
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A Sense of Urgency
Author: John P. Kotter
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Yes!: 50 Scientifically Proven Ways to Be Persuasive
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Raving Fans: A Revolutionary Approach To Customer Service
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The Game-Changer: How You Can Drive Revenue and Profit Growth with Innovation
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Hardwiring Excellence: Purpose, Worthwhile Work, Making a Difference
Author: Quint Studer
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212: The Extra Degree
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BE OUR GUEST
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If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently
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Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations
Author: Leonard Berry
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The Breakthrough Company: How Everyday Companies Become Extraordinary Performers
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The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary
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What's the Secret: To Providing a World-Class Customer Experience
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The Disney Way, Revised Edition: Harnessing the Management Secrets of Disney in Your Company
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Coaching Knock Your Socks Off Service
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Human Sigma: Managing the Employee-Customer Encounter
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The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization
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The Nordstrom Way: The Inside Story of America's #1 Customer Service Company
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Be Our Guest
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How Ritz-Carlton applies "TQM." (Ritz-Carlton Hotel Co.; total quality management)(includes related articles): An article from: Cornell Hotel & Restaurant Administration Quarterly
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Customer service; puttin' on the Ritz.(From the President)(Ritz Carlton Hotel Company L.L.C.): An article from: Detroiter
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