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
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.
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.
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,…
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.
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…
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.
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…
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
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…
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.
- 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"…
I'm the oldest granddaughter of Leora, who lost three sons during WWII. To learn what happened to them, I studied casualty and missing aircraft reports, missions reports, and read unit histories. I’ve corresponded with veterans who knew one of the brothers, who witnessed the bomber hit the water off New Guinea, and who accompanied one brother’s body home. I’m still in contact with the family members of two crew members on the bomber. The companion book, Leora’s Letters, is the family story of the five Wilson brothers who served, but only two came home.
The day the second atomic bomb was dropped, Clabe and Leora Wilson’s postman brought a telegram to their acreage near Perry, Iowa. One son was already in the U.S. Navy before Pearl Harbor had been attacked. Four more sons worked with their father, tenant farmers near Minburn until, one by one; all five sons were serving their country in the military–two in the Navy and three as Army Air Force pilots.
Only two sons came home.
Leora’s Letters is the compelling true account of a woman whose most tender hopes were disrupted by great losses. Yet she lived out four more decades with hope and resilience.
The day the second atomic bomb was dropped, Clabe and Leora Wilson’s postman brought a telegram to their acreage near Perry, Iowa. One son was already in the U.S. Navy before Pearl Harbor had been attacked. Four more sons worked with their father, tenant farmers near Minburn until, one by one, all five sons were serving their country in the military. The oldest son re-enlisted in the Navy. The younger three became U.S. Army Air Force pilots. As the family optimist, Leora wrote hundreds of letters, among all her regular chores, dispensing news and keeping up the morale of the…
