Great support turns a quick sale into a lasting relationship - and often a vocal advocate.
Learning how to create those moments is the most valuable skill in business today. It’s how you transform a simple transaction into trust, and trust into vocal loyalty. This is what builds careers and iconic brands.
But where do you start? To guide you, we've curated 24 of the most powerful books on delivering superior customer service. This list walks you through each one with clear summaries and key lessons - so you can use it to find the right book for your specific goals.
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Foundational Principles of World-Class Customer Service
These books set the stage, providing timeless principles on what it means to deliver an amazing customer experience. They’re must-reads for anyone new to the field or looking for a refresher on the basics of service excellence.
1. Be Our Guest: Perfecting the Art of Customer Service
Author(s): The Disney Institute and Theodore Kinni
- Number of Pages: 224
- Year Published: 2001
Summary: This foundational book takes you behind the curtain of Disney’s amazing customer service. The authors, the Disney Institute and Theodore Kinni, reveal the proven strategies and philosophies that have made Disney a global standard for service excellence. It goes beyond platitudes and provides a blueprint for how any company can implement Disney’s “Quality Service” compass to create unforgettable experiences and exceed customer expectations every time.
Be Our Guest says exceptional service isn’t a department; it’s a company culture. It shows how Disney designs every guest interaction, from the biggest spectacle to the smallest detail, to create a seamless and magical experience. It’s a practical guide on how to see your business through your customer’s eyes and how to empower your employees to be masters of service artistry.
Key Quote: "Whatever you do, do it so well that people will want to see you do it again and bring their friends."
3 Key Takeaways for Customer Support Agents:
- Pay Attention to Every Detail: Disney’s magic is in the details. As a support agent, this means personalizing your communication, using the customer’s name, referencing their history, and making sure your grammar and tone are perfect. Every touchpoint is an opportunity to create a positive experience
- Anticipate Customer Needs: Great service isn’t just about solving problems; it’s about preventing them. Listen to what the customer is saying and what they might need next. Offering a helpful resource or next step can turn a good interaction into a great one.
- Recover with Empathy and Action: When things go wrong, see it as an opportunity to show your commitment to the customer. The “Disney way” is a sincere apology, empathetic listening and swift, effective resolution. This can turn a dissatisfied customer into a loyal advocate.
Top Reviews: "A must-read for anyone in a service business. The lessons are timeless and easily transferable." - Goodreads Reviewer. "This book provides the 'how to's' to create a service culture. Not just the theory but the actual implementation." - Amazon Customer.
This Book is Great For: All customer service professionals, hospitality managers and business leaders who want to understand the gold standard of customer experience.
2. Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Author(s): Annie Morriss and Frances X. Frei
- Number of Pages: 256
- Year Published: 2012
Summary: Recognized as a highly recommended book for customer service, Uncommon Service provides a strategic and practical framework for making customers the central focus of your entire business operation. Authors Annie Morriss and Frances X. Frei argue that to truly excel, a company must dare to be “bad” at certain aspects of service in order to be outstanding in the ones that matter most to their target customers. This strategic trade-off is the key to creating a differentiated and sustainable service model.
The book is a guide to systematically embedding a customer-centric mindset into every decision and process within an organization. It challenges the conventional wisdom that you must be all things to all people. Instead, it offers a refreshing and realistic approach to designing a service model that is both excellent and efficient, enabling you to win by putting your customers’ needs at the very core of your business strategy.
Key Quote: "The secret to service excellence is to be bad in the service of good. You must dare to be bad. You must be willing to underperform on the service dimensions that your customers value least, so that you can over-deliver on the dimensions that they value most."
3 Key Takeaways for Customer Support Agents:
- Focus on What Matters Most to the Customer: You can’t excel at everything. Understand the key drivers of satisfaction for your customers and focus your energy there. If speed is their priority, optimize for efficiency. If a personal touch is more important, take the time to build rapport.
- Empower Yourself to Make Decisions: A core theme is that employees need the authority to serve the customer effectively. Take ownership of customer issues and, within your company’s guidelines, feel empowered to find creative solutions without unnecessary escalations.
- Understand Your Company’s Service Strategy: Knowing which service aspects your company prioritizes helps you align your efforts. This understanding allows you to deliver exceptional service where it counts and manage customer expectations effectively in other areas.
Top Reviews: "A thought-provoking and contrarian view on customer service. It's not about being perfect; it's about being strategic." - HBR Review. "This book provides a clear roadmap for creating a service model that is both excellent and profitable." - Amazon Reviewer.
This Book is Great For: Team leaders, strategists, and business owners looking to design a powerful and focused customer service model.
3. The Nordstrom Way to Customer Service Excellence
Author(s): Robert Spector and Patrick D. McCarthy
- Number of Pages: 264
- Year Published: 2012 (Original edition 1995)
Summary: This book goes behind the scenes of the legendary customer-centric culture of Nordstrom, a company famous for its service. Authors Robert Spector and Patrick D. McCarthy reveal the principles and practices that have allowed Nordstrom employees to deliver personalized and memorable customer experiences. The book is full of practical advice that can be applied by any business in any industry that wants to build a service culture that drives deep customer loyalty.
The Nordstrom Way uncovers the company’s proven methods for creating an environment where employees are trusted and empowered to go above and beyond for customers. It’s based on a simple, yet powerful, core rule: “Use good judgment in all situations.” This philosophy means employees have ownership and build relationships with customers, making it a top customer service book.
Key Quote: “The Nordstrom philosophy is to empower employees to use their best judgment. We don’t have a lot of rules.”
3 Key Takeaways for Customer Support Agents:
- Empower Yourself: Don’t wait for permission to do the right thing for a customer. The Nordstrom model is based on trusting employees. Use your best judgment to solve problems and create positive outcomes, which means both customer and personal satisfaction.
- Say Yes: Adopt a can-do attitude. Instead of thinking about what you can’t do, focus on what you can do for the customer. This might mean finding alternative solutions or working with other teams, but the goal is always to find a way to say yes.
- Build Relationships: Think beyond the transaction. Remember repeat customers, follow up on past issues and personalize your interactions. Building rapport, as Nordstrom encourages, means long-term loyalty and makes your job more enjoyable.
Top Reviews: "An inside look at one of the most respected customer service companies in the world. Inspiring and practical." - Goodreads Reviewer. "This book is a bible for anyone in retail or service industries. It shows that empowering employees is the key." - Amazon Customer.
This Book is Great For: Retail professionals, frontline support agents, and managers who want to build a culture of employee empowerment and customer-first service.
4. Exceptional Service, Exceptional Profit
Author(s): Leonardo Inghilleri and Micah Solomon
- Number of Pages: 192
- Year Published: 2010
Summary: This book is often credited with shaping modern thinking on the customer experience. Authors Leonardo Inghilleri and Micah Solomon distill the principles of world-class service from companies like The Ritz-Carlton, Zappos and Four Seasons. It’s a clear and compelling argument that great service is not a cost but an investment that drives loyalty and long-term success.
The authors share insider principles for delivering personalized high-quality service. The focus is on the details that create a five-star experience: warm and genuine customer interactions, anticipating customer needs before they are voiced and service recovery when things go wrong. It’s a guide to making excellence a habit.
Key Quote: “The goal is not to have a customer who is satisfied but a customer who is so satisfied they will tell their friends.”
3 Key Takeaways for Customer Support Agents:
- Master the Art of Anticipation: Don’t just react to requests; listen for cues that can help you anticipate the customer’s next need. If a customer is frustrated with a software feature, perhaps they’d benefit from a link to a specific tutorial video. This foresight elevates the experience.
- Perfect Your Service Recovery: See complaints as opportunities. When a customer has a problem they are giving you a chance to win their loyalty. Acknowledge the issue with genuine empathy, resolve it efficiently and then do something a little extra—a follow-up email or a small credit—to show you care.
- Use Polished and Positive Language: The words you choose matter. This book emphasizes the importance of warm, professional and positive language. Phrases like “My pleasure,” “I can certainly help with that,” and “Thank you for bringing this to my attention” set a tone of respect and competence.
Top Reviews: "This book is packed with practical wisdom and real-world examples. It's a must-read for anyone serious about customer service." - Forbes. "A concise and powerful guide to creating a five-star customer experience." - Amazon Reviewer.
This Book is Great For: Anyone in a customer-facing role, especially in hospitality, premium retail, and high-touch service industries.
5. Delivering Happiness: A Path to Profits, Passion, and Purpose
Author(s): Tony Hsieh
- Number of Pages: 253
- Year Published: 2010
Summary: Written by the late, visionary CEO of Zappos, Tony Hsieh, Delivering Happiness is the bible for understanding how a company culture translates into customer service and business success. The book is Hsieh’s story of how he built Zappos, a company famous for putting customers—and employees—first.
This is more than a business book; it’s a manifesto on how prioritising employee well-being and a strong, quirky and positive company culture leads to great service, profits and a purposeful organisation. Hsieh argues when employees are happy and feel valued their passion and commitment extends to the customers they serve, creating a powerful engine for brand loyalty.
Key Quote: “We decided we wanted to build our brand on one thing, and one thing only: customer service.”
3 Key Takeaways for Customer Support Agents:
- Service is the Brand: At Zappos customer service isn’t a department; it is the brand. Adopt this mindset. Every interaction you have is a direct reflection of the company’s values. Your goal isn’t just to close a ticket but to build the brand.
- Create Personal Emotional Connections (PECs): Zappos encourages agents to spend time on the phone building real rapport. Don’t be afraid to be human and connect with customers on a personal level. Share a laugh or show genuine empathy and that will be more memorable than the resolution itself.
- Invest in Your Own Growth and Happiness: Hsieh’s philosophy starts from within. A happy employee leads to happy customers. Take ownership of your professional development, engage with your company culture and find passion in what you do. Your positivity is contagious.
Top Reviews: "A fascinating and inspiring story. It will make you rethink your approach to business and life." - Inc. Magazine. "This book is a game-changer. It shows that building a business on happiness is not only possible but also incredibly successful." - Amazon Customer.
This Book is Great For: Entrepreneurs, startup founders, HR professionals, and anyone who believes that a strong company culture is the key to business success.
Strategies for Building a Customer-Centric Culture
Exceptional service requires more than skilled agents; it requires an organisational commitment. These books provide blueprints for leaders and managers on how to build and sustain a culture where the customer is at the heart of every decision.
6. The Service Culture Handbook
Author(s): Jeff Toister
- Number of Pages: 152
- Year Published: 2017
Summary: This practical guide by Jeff Toister offers actionable strategies for transforming an organisation’s support culture. Toister’s approach is refreshingly straightforward, focusing on three key pillars: hiring the right people, training them effectively and equipping them with the tools and autonomy to deliver exceptional service with minimal effort. It’s a hands-on manual for leaders committed to cultural change.
The Service Culture Handbook provides proven tools, simple exercises and clear frameworks for building a service-oriented culture from the ground up. It goes beyond high-level theory to provide concrete steps for defining your service vision, identifying culture-fit candidates in interviews and designing training programs that stick. This book is about embedding service excellence into your company’s DNA.
Key Quote: “A strong service culture is a shared commitment to serving customers, an obsession with understanding their needs and a relentless pursuit of excellence.”
3 Key Takeaways for Customer Support Agents:
- Align with the Company’s Service Vision: Toister stresses the need for a clear, shared vision. As an agent make sure you understand your company’s definition of great service. Knowing the “why” behind your work will help you make better decisions and feel more connected to your role.
- Take an Active Role in Your Training: Great service cultures are built on continuous learning. Don’t be a passive participant in training sessions. Actively seek out knowledge, ask questions and look for ways to apply new skills immediately. Your personal growth contributes directly to the team’s success.* Provide Feedback on Your Tools and Processes: The book stresses the importance of equipping employees properly. If a tool is clunky or a process is inefficient it hinders your ability to serve customers well. Provide feedback to your manager. Being part of the solution helps everyone.
Top Reviews: "The most practical, actionable book on customer service culture I've ever read." - Goodreads Reviewer. "Jeff Toister provides a step-by-step guide that any manager can use to make a real difference." - Amazon Customer.
This Book is Great For: Customer service managers, team leaders, and internal trainers responsible for shaping and improving the service culture.
7. The Customer Service Revolution
Author(s): John R. DiJulius III
- Number of Pages: 240
- Year Published: 2015
Summary: Drawing from his extensive experience as a leading customer service consultant, John R. DiJulius III provides a practical guide for businesses looking to make their service a key competitive advantage. The book outlines a clear and actionable strategy for revolutionising your approach to outstanding customer service, moving it from a reactive necessity to a proactive, brand-defining asset.
DiJulius reveals how any business can create a service-first culture through practical steps like creating a compelling vision, hiring for cultural fit and empowering employees to make decisions on the front lines. He introduces the concept of "Secret Service" systems—small, unexpected gestures that create memorable experiences—and shows how consistency across all touchpoints is the key to turning customers into lifelong fans.
Key Quote: “Your customers are married to you… in sickness and in health, ‘til death do you part. But they can and will divorce you for ‘irreconcilable differences’ if you don’t treat them right.”
3 Key Takeaways for Customer Support Agents:
- Be a "Day-Maker": The book advocates that every employee has the power to make a customer’s day. Look for opportunities to go beyond the script. A small, personal comment, a proactive offer of help or simply expressing genuine enthusiasm can turn a routine interaction into a great one.
- Create Your Own "Secret Service" Moments: You don’t need a manager’s permission to create a little “wow.” Did a customer mention they’re having a tough week? End the chat with an extra sincere “I hope your week gets better.” These small, human gestures are the building blocks of a great reputation.
- Live the Brand’s Values: DiJulius stresses hiring for attitude and training for skill. As an agent, your attitude is your most valuable asset. Embody the company’s service vision in every email, call and livechat. Your consistent, positive approach is what builds a revolutionary service experience, one customer at a time.
Top Reviews: "John DiJulius is the king of customer service. This book is a must-read for any business that wants to stand out." - Shep Hyken, author. "Practical, inspiring, and full of great ideas you can implement immediately." - Amazon Reviewer.
This Book is Great For: Business owners, executives, and managers who want to lead a company-wide transformation in their approach to customer service.
8. Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine
Author(s): Jeanne Bliss
- Number of Pages: 240
- Year Published: 2015
Summary: Drawing on over two decades of experience as a pioneering customer experience executive, Jeanne Bliss provides an essential guide for leaders aiming to embed customer-centricity at the highest levels of an organization. This book serves as a roadmap for any customer-facing leader, offering actionable steps to build a robust, customer-driven growth engine. It’s written from an executive perspective but provides invaluable context for anyone working in a support role.
This executive-level guide transforms Bliss's decades of leadership experience into concrete strategies that increase customer satisfaction and drive tangible business results. It moves beyond theory to detail the five core competencies required to successfully lead a company's customer experience transformation, making it a critical read for those who aspire to champion the customer within their organization and prove the ROI of their efforts.
Key Quote: "The work of the CCO is to embed the customer into the DNA of the company. It’s not about a new department, but a new way of doing business."
3 Key Takeaways for Customer Support Agents:
- Understand the "Why" Behind Your Metrics: Leaders using this book are focused on proving the business impact of your work. Understand the key metrics (like CSAT, NPS, retention) your leadership team values. Knowing how your daily interactions contribute to these larger goals gives your work greater purpose and helps you focus on what truly matters to the business.
- Be the Voice of the Customer to the Company: Bliss advocates for leaders to bring the customer's story into the boardroom. You are on the front lines, gathering these stories every day. Document and share compelling customer feedback—both positive and negative—with your manager. Your insights are the raw data that drives customer-centric change.
- Act Like an Owner: A customer-driven culture requires everyone to take ownership. When you encounter a cross-departmental issue (e.g., a billing error or a product bug), don't just hand off the ticket. Follow up to ensure the issue is resolved for the customer. This proactive ownership demonstrates leadership and contributes to a seamless customer journey.
Top Reviews: "Jeanne Bliss has written the definitive guide for any leader serious about building a customer-centric organization. Practical, proven, and powerful." - Forbes. "This isn't just theory; it's a practical playbook filled with tools and real-world examples. A must-read for CCOs and aspiring customer leaders." - Amazon Customer.
This Book is Great For: C-suite executives, aspiring customer experience leaders, and senior managers who want to understand the strategic and operational requirements of leading a company-wide customer-centric transformation.
9. Outside In: The Power of Putting Customers at the Center of Your Business
Author(s): Harley Manning and Kerry Bodine
- Number of Pages: 288
- Year Published: 2012
Summary: Based on extensive research from Forrester, one of the world’s most influential research and advisory firms, this book provides a comprehensive guide to achieving a sustainable competitive advantage through delivering exceptional customer experience. The authors, Harley Manning and Kerry Bodine, make a powerful case that in an age of empowered customers, the only durable competitive edge is a deep, empathetic understanding of your customers’ needs and a business designed to meet them.
The book argues for an “outside-in” approach, urging companies to stop designing processes based on internal convenience and start designing them from the customer’s perspective. It introduces the six disciplines of customer experience leadership - strategy, customer understanding, design, measurement, governance and culture - providing a clear framework for companies to systematically build true customer-centricity and achieve a lasting advantage.
Key Quote: “Your customers don’t care about your org chart. They just want their problem solved.”
3 Key Takeaways for Customer Support Agents:
- Think Like the Customer: When a customer describes a problem, try to visualize their entire journey. What did they do before contacting you? What are they trying to achieve? This “outside-in” empathy, a core theme of the book, will help you understand the root cause of their frustration and provide a more complete solution.
- Identify and Report on Broken Journeys: You are the first to see where internal processes create a poor customer experience. If you frequently get questions about a confusing part of the website or a flawed billing process, you’ve spotted a broken journey. Document these friction points and share them with your team; this is invaluable data for the business.
- Collaborate Across Silos: The book highlights that customers experience the company as a whole, not a collection of departments. When you need to work with another team (like sales or technical support) to solve an issue, be a champion for the customer. Clearly communicate their needs and work collaboratively to provide a seamless resolution.
Top Reviews: "A research-backed, no-nonsense guide to customer experience. It provides the 'what,' the 'why,' and the 'how' for any company." - CX Journey. "This book provides the framework and the business case for CX that leaders need to pay attention to. Essential reading." - Amazon Reviewer.
This Book is Great For: CX professionals, marketing leaders, product managers, and anyone involved in designing or improving the customer journey.
Actionable Frameworks and Daily Habits
Knowing the principles is one thing; putting them into practice is another. These books are packed with actionable tips, daily habits and practical frameworks that any support professional can use to elevate their performance immediately.
10. Be Amazing or Go Home
Author(s): Shep Hyken
- Number of Pages: 144
- Year Published: 2017
Summary: In this motivational book, customer service expert Shep Hyken shares seven habits that can turn any employee into a service superstar. With real-life examples and practical tips, this book provides a simple framework that applies to all industries. It’s a straightforward guide for anyone, in any role, who wants to deliver great customer support.
This practical guide outlines seven essential habits—including being proactive, friendly, knowledgeable and sincere—that can turn average service interactions into amazing customer experiences. Hyken’s core message is that “amazing” isn’t about big, expensive gestures; it’s about executing the basics with excellence. The book will inspire you to bring your best self to every customer interaction.
Key Quote: “Customer service is not a department. It’s a philosophy to be lived by every employee.”
3 Key Takeaways for Customer Support Agents:
- Master the “Moment of Magic”: Hyken teaches that every customer interaction is a “moment of truth.” Your goal is to turn it into a “moment of magic.” Even in a routine query, you can be a little more friendly, a little more efficient or a little more helpful than the customer expects. This consistency is what builds an amazing reputation.
- Be Proactive: Don’t just wait for customers to come to you with problems. If you know an outage is planned or if you see a customer struggling with a feature, reach out proactively. Anticipating needs is a key habit of amazing service professionals.
- Own the Entire Interaction: From the first “hello” to the final “goodbye,” own the customer’s issue. Even if you need to transfer them, do it with a warm handoff. Assure the customer you are their advocate and will get them to the right place. This creates a sense of security and care.
Top Reviews: "Short, punchy, and packed with actionable advice. A great motivational tool for any customer-facing team." - Goodreads Reviewer. "Shep Hyken has a gift for making customer service simple and inspiring. This book is a quick read that will have a lasting impact." - Amazon Customer.
This Book is Great For: Frontline customer support agents, new hires, and anyone looking for a quick, motivational boost with practical, easy-to-implement service habits.
11. The Amazement Revolution
Author(s): Shep Hyken
- Year published: 2011
- Number of Pages: 240
Another great book from customer service expert Shep Hyken, The Amazement Revolution provides seven proven ways to create customer and employee loyalty. With case studies and measurable tips, this book is a strategic guide for any business that wants to go beyond satisfaction to amazement. Hyken’s framework will set your business apart from the competition and turn customers into advocates.
The book outlines seven strategies that cover everything from building community and personalizing experiences to delivering amazing service. It’s not just about one “wow” moment but about operationalizing amazement across all touchpoints. Hyken provides a clear roadmap for businesses to create a loyal following by consistently exceeding expectations, making it a must-read for those looking to differentiate through service.
Key Quote: “Amazement is the new ‘above and beyond’. It’s the new standard for customer service.”
3 Key Takeaways for Customer Support Agents:
- Create a Sense of Community: Hyken suggests turning your customer base into a community. As an agent, you can contribute to this by directing customers to helpful user forums, sharing success stories (with permission), or using inclusive language like “We’re in this together.” This makes customers feel like they are part of something bigger than just a transaction.
- Personalize the Experience: Look for opportunities to customize your service. This can be as simple as acknowledging a customer’s history with the company (“I see you’ve been a customer since 2018, thank you for your loyalty!”) or referencing a previous conversation. This small effort shows the customer they aren’t just a number.
- Master the Art of Recovery: Like many great service books, this one emphasizes turning a negative situation into a positive one. When a customer has a problem, view it as your chance to create an “amazement” moment. Go the extra mile in your solution—follow up a few days later to ensure everything is still working or offer a small token of apology. This can create a more loyal customer than one who never had a problem at all.
Top Reviews: "Shep Hyken delivers again with practical, easy-to-implement strategies that can truly make a difference." - Goodreads Reviewer. "A fantastic read that breaks down how to create 'wow' moments consistently. Full of great stories and actionable advice." - Amazon Customer.
This Book is Great For: Marketing teams, customer success managers, and support professionals who want to learn how to proactively create loyalty and turn customers into brand evangelists.
12. The Customer Support Handbook
Author(s): Sarah Hatter
- Number of Pages: 160
- Year Published: 2014
Summary: Written by Sarah Hatter, a well-known figure in the support community, The Customer Support Handbook is a must-have resource for support professionals. The book is praised for its practical, no-nonsense advice and insights drawn from the author’s experience and interviews with other support leaders. It’s a hands-on guide for the real-world challenges of a support career.
This handbook is designed to be useful right away, with real-world examples, communication tips and even sample responses to help teams deliver fast and empathetic service. It covers the core skills needed to succeed in the role, from tone and positive language to difficult customers and managing your own stress. It’s not about high-level strategy, it’s about being a better support professional, day in and day out.
Key Quote: “Your customers are not interruptions to your work. They are the purpose of it.”
3 Key Takeaways for Customer Support Agents:
- Get Your Writing Tone Right: In text-based support (email, chat) tone is everything. This book gives great advice on how to sound empathetic, helpful and human without using emojis or exclamation points. Practice using positive language, avoiding jargon and structuring your messages for clarity.
- Develop De-escalation Skills: The handbook has practical scripts and techniques for handling angry or frustrated customers. A key takeaway is to always validate the customer’s feelings (“I can see why you’re upset”) before diving into the solution. This simple act of empathy can diffuse tension and make the customer feel heard.
- Know When to Pick Up the Phone: While digital communication is efficient, Hatter says know when a problem is too complex or emotionally charged for email or chat. Don’t be afraid to suggest a quick phone call. It can resolve a difficult issue faster and build a human connection.
Top Reviews: "This is the book I wish I had when I started my career in customer support. Invaluable." - Goodreads Reviewer. "Sarah Hatter's advice is practical, witty, and incredibly relevant. Every support team should have a copy of this on their desk." - Amazon Customer.
This Book is Great For: New and experienced customer support agents, help desk professionals, and anyone who communicates with customers primarily through written channels.
13. Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days
Author(s): Joey Coleman
- Number of Pages: 352
- Year Published: 2018
Summary: In this practical book, Joey Coleman shows how to dramatically improve customer retention. His argument is that businesses spend huge resources on acquiring customers but neglect them after the sale, leading to churn. The book focuses on the critical first 100 days of the customer relationship and how to create lifelong loyalty from day one.
Coleman’s approach is based on understanding and shaping the emotional journey a customer goes through after a purchase. He breaks this journey into eight stages and provides many practical, creative and often low-cost ways to create remarkable experiences at each stage. This book is a roadmap to proactively engaging new customers and turning them into raving fans.
Key Quote: “The single biggest reason for customer churn is not price or product; it’s a feeling of indifference.”
3 Key Takeaways for Customer Support Agents:
- Recognize the "Buyer's Remorse" Phase: Coleman says customers often feel doubt or anxiety immediately after a purchase. As a support agent dealing with new customers, you’re crucial. Be extra welcoming, offer help proactively and celebrate their decision to join your company. A warm first interaction can eliminate buyer’s remorse.
- Create Personalized Welcome Experiences: While often a marketing function, support can play a role here. When you have your first interaction with a new customer, make it memorable. Go beyond the script. Say something like, “I see you just signed up last week - welcome aboard! We’re thrilled to have you.” This small personalization reinforces they made a good choice.* Focus on Onboarding and Adoption: A big part of the first 100 days is helping the customer achieve their first success with your product or service. As a support agent, you’re an onboarding expert. Patiently guide new users, celebrate their “aha!” moments and provide them with the resources they need to become confident and self-sufficient. This is the foundation for long-term value.
Top Reviews: "An incredibly detailed and practical guide to customer retention. The 100-day framework is brilliant and something any business can implement." - Jay Baer, author of Hug Your Haters. "This book is a treasure trove of actionable ideas. It will completely change how you view the post-sale process." - Amazon Customer.
This Book is Great For: Customer success managers, onboarding specialists, account managers, and any business (especially subscription-based) that wants to reduce churn and improve customer lifetime value.
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V. The Customer Success Movement: Proactive Support and Growth
This collection of books represents a shift from traditional, reactive customer service to proactive customer success. The focus here is on customers achieving their desired outcomes which in turn drives retention, revenue growth and advocacy. These are must-reads for anyone in the SaaS industry or in a role focused on long-term customer value.
14. Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
Author(s): Nick Mehta, Dan Steinman, and Lincoln Murphy
- Number of Pages: 288
- Year Published: 2016
Summary: Considered the bible of the customer success movement, this book by industry pioneers Nick Mehta, Dan Steinman, and Lincoln Murphy provides a foundational and comprehensive understanding of this critical business philosophy. It serves as an essential guide for Customer Success Managers (CSMs) and any business with a recurring revenue model, offering actionable steps for building and implementing an effective customer success strategy. The authors lay out a compelling case for why customer success is the key to thriving in the subscription economy.
This foundational text meticulously explains the "ten laws of customer success" and provides practical frameworks for systematically reducing customer churn while actively growing recurring revenue. It covers everything from operationalizing customer success to the metrics required to prove its value, making it a complete manual for anyone looking to build or scale a CS function. It’s a must-read for understanding why proactive customer management is no longer optional.
Key Quote: "Customer Success is where 90% of the revenue is. It's a growth engine, not an insurance policy."
3 Key Takeaways for Customer Support Agents:
- Think Proactively, Not Reactively: While your primary role is reactive, you can adopt a customer success mindset. When a customer asks how to do something, don't just answer the question. Think about why they are asking and what their ultimate goal is. Proactively offer a best-practice tip or a link to a resource that will help them achieve that larger goal.
- Identify and Flag At-Risk Customers: You are the canary in the coal mine for customer churn. If a customer repeatedly expresses frustration, encounters multiple bugs, or seems disengaged, they are at risk. Create a process to flag these customers for the Customer Success or Account Management team. This proactive communication is invaluable.
- Contribute to a "Success Plan": Customer Success is about helping customers achieve their desired outcomes. In your support interactions, you gain unique insights into customer goals and pain points. Document these insights clearly in your ticketing system. This information helps CSMs build more effective success plans and demonstrate the product's value.
Top Reviews: "This is the definitive book on Customer Success. It's required reading for our entire company." - Gainsight Review. "A practical, no-nonsense guide that lays out the blueprint for building a successful CS organization. Changed the way we think about our customers." - Amazon Customer.
This Book is Great For: Customer Success Managers, SaaS executives, account managers, and any business leader working in the subscription economy.
15. Farm Don't Hunt: The Definitive Guide to Customer Success
Author(s): Guy Nirpaz and Fernando Pizarro
- Number of Pages: 224
- Year Published: 2016
Summary: This guide offers a powerful metaphor for the modern business landscape: stop hunting for new customers and start farming your existing ones. Authors Guy Nirpaz and Fernando Pizarro provide both the theoretical foundations and practical, actionable advice for implementing customer success strategies. The book is focused on cultivating deep, long-term customer relationships as the primary driver of sustainable business growth.
This guide teaches businesses to stop thinking transactional and start thinking relational. It provides the high-level “why” and the on-the-ground “how” with frameworks and implementation strategies to nurture customers throughout their lifecycle. The book is a case for investing in the customers you already have so they grow and flourish.
Key Quote: “Your existing customers are your greatest asset. Nurture them and they will yield a bountiful harvest.”
3 Key Takeaways for Customer Support Agents:
- Nurture Every Interaction: The “farming” metaphor applies perfectly to support. Every ticket is an opportunity to nurture the customer relationship. Be patient, provide thorough answers and plant seeds for future success by pointing out helpful features they may not be using.
- Help Customers “Harvest” Value: Customers contact support when they are stuck and not getting value from the product. Your job is to help them “harvest” that value. Frame your solutions in terms of benefits. Instead of “Here’s how to create a report,” try “I can show you how to build that report so you can track your team’s progress more easily.”
- Look for Growth Opportunities: As you “farm” your customer base you’ll spot opportunities for growth. A customer might be using a basic feature and could benefit from an advanced one or perhaps they have a need that could be met by a different product tier. Flag these opportunities for the sales or success teams. This is part of the farming mindset.
Top Reviews: "The 'Farm, Don't Hunt' analogy is brilliant and perfectly captures the essence of Customer Success. A must-read." - Goodreads Reviewer. "This book provides a clear, actionable framework for building relationships and driving growth from your existing customer base." - Amazon Customer.
This Book is Great For: Founders, CEOs, and Customer Success leaders who want to instill a relationship-focused, growth-oriented mindset across their organization.
16. Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions
Author(s): Donna Weber
- Number of Pages: 236
- Year Published: 2021
Summary: This recent book by Donna Weber focuses on a critical moment in the customer journey: onboarding. Recognizing that the initial experience is a major determinant of either long-term success or early churn, this book provides a framework and a process for designing and implementing effective customer onboarding.
Weber introduces her proprietary "Orchestrated Onboarding™" framework, a six-step process for proactively guiding new customers from confusion to value. It’s a strategic guide to transforming new, uncertain customers into loyal, confident champions by ensuring they achieve their first critical business outcomes quickly and efficiently. The book argues that onboarding isn’t a single event but an orchestrated journey.
Key Quote: “Customer onboarding is the process of building a paved road to your customer’s desired outcomes.”
3 Key Takeaways for Customer Support Agents:
- Be an Onboarding “Tour Guide”: Many of your interactions will be with new customers who are just getting started. See yourself as a tour guide. Be patient, welcoming and focus on foundational knowledge. Your goal is to make them feel confident and capable, not overwhelmed.
- Focus on the “First Win”: The key to successful onboarding is helping the customer achieve their first “win” as quickly as possible. When a new customer contacts you, try to understand their immediate goal. Prioritize solving the one thing that will give them an “aha!” moment and demonstrate the product’s value.
- Create and Use Onboarding Resources: You know the questions new users ask over and over. Work with your team to create simple onboarding resources like checklists, short video tutorials or canned responses with links to the most helpful getting-started guides. This not only saves you time but provides a better, more consistent experience for new customers.
Top Reviews: "The definitive guide to customer onboarding. Donna Weber has literally written the book on the topic." - Customer Success Collective. "Practical, step-by-step advice that takes the guesswork out of creating a world-class onboarding experience." - Amazon Reviewer.
This Book is Great For: Onboarding specialists, Customer Success Managers, product managers, and anyone involved in the early stages of the customer lifecycle.
17. The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company
Author(s): Wayne McCulloch
- Number of Pages: 352
- Year Published: 2020
Summary: With over 25 years of software industry experience, Wayne McCulloch presents a flexible and robust framework for building a high performing Customer Success organisation. This book is for leaders who need a clear, structured approach to scaling their CS efforts and proving their impact on the business. McCulloch’s framework is built to drive client outcomes which in turn fuels retention and growth.
The book provides a clear 7 pillar framework that breaks down the complexity of building a CS organisation into manageable, actionable steps. The pillars cover the entire customer lifecycle from onboarding to advocacy, providing a holistic model for any company looking to create a world class customer success function. It’s a strategic guide for leaders who want to build a function that is both effective and scalable.
Key Quote: “Customer success is not a department, it’s a company wide commitment to ensuring your customers achieve their desired outcomes through their interactions with your company.”
3 Key Takeaways for Customer Support Agents:
- Understand Your Place in the Customer Journey: McCulloch’s pillars map out the entire customer journey. As a support agent you are a critical touchpoint in that journey. Understand how your reactive support role fits into the larger, proactive success plan for a customer. Solving a technical issue quickly for example is essential for the “Adoption” pillar.
- Focus on “Client Outcomes”: The book stresses everything should be about driving client outcomes. When you solve a support ticket frame the solution in terms of what it allows the customer to achieve. Instead of “The issue is now resolved” consider adding “You should now be able to generate that sales report without any trouble”. This connects your work to their success.
- Be a Source of Product Intelligence: One of the pillars is “Product” which involves feeding customer insights back to the product team. You are a primary source of this intelligence. When you see multiple customers struggling with the same feature document it. Your feedback is essential for creating a better product which is the foundation of customer success.
Top Reviews: "An incredibly practical and well-structured guide. McCulloch provides a clear blueprint that any CS leader can follow." - Customer Success Leadership Network. "This book demystifies the process of building a CS organization. The seven pillars provide a fantastic roadmap." - Amazon Customer.
This Book is Great For: VPs of Customer Success, CS team leads, and operations managers who are tasked with building or scaling a customer success organization.
18. Practical Customer Success Management: A Best Practice Framework for Rapid Generation of Customer Success
Author(s): Rick Adams
- Number of Pages: 488
- Year Published: 2019
Summary: Often called "the complete handbook for CSMs" this book by Rick Adams is a clear and concise guide with loads of practical tools. It’s a daily reference for anyone working directly with clients to get them to their goals. The focus is on a best practice framework that can be applied immediately to drive value and outcomes.
The book lays out a comprehensive framework that walks a CSM through each stage of the customer journey from onboarding and adoption to renewal and advocacy. It’s packed with checklists, templates and actionable tips so it’s a very tactical and practical guide for CSMs who need to manage their portfolio of clients and show their impact at every step.
Key Quote: “The role of the CSM is not to be a superhero, but to be a trusted advisor who guides the customer to value.”
3 Key Takeaways for Customer Support Agents:
- Use Checklists for Consistency: This book is full of checklists for CSMs and support agents can adopt the same principle. For common, multi-step issues create your own personal checklist so you don’t miss a step. This leads to more consistent, high quality and efficient service.
- Master the “Adoption” Phase: While the CSM owns the overall adoption strategy you are on the front lines of making it happen. Every time you teach a customer how to use a feature correctly you are driving adoption. Take pride in your role as a teacher and enabler, helping customers become more proficient with your product.* Document Everything for a Smooth Hand-off: The book’s framework relies on a clear understanding of the customer’s health and history. Your ticket notes are part of this record. Be clear and concise in your documentation. A well documented support history allows a CSM to have a much more informed and productive conversation with the customer.
Top Reviews: "Literally the handbook our entire CSM team uses. It's incredibly thorough and practical." - Goodreads Reviewer. "The level of detail, from templates to talk tracks, is amazing. A must-have for any practicing CSM." - Amazon Customer.
This Book is Great For: New and experienced Customer Success Managers, implementation specialists, and anyone in a hands-on, client-facing role responsible for driving customer value.
19. The Startup's Guide to Customer Success: How to Champion the Customer at Your Company
Author(s): Jennifer Chiang
- Number of Pages: 266
- Year Published: 2021
Summary: This newer entry by Jennifer Chiang fills an important gap, providing a playbook for building a customer success function from scratch in a startup environment. Packed with hands-on insights from top CS leaders and real startup examples the book is praised for its engaging and practical approach to establishing a customer centric culture when resources are limited.
This guide is a step by step manual for early stage companies. It covers the essentials of how to establish the CS function, drive product adoption, reduce churn and build customer loyalty with a small team and a tight budget. Through expert interviews and relatable case studies it shows how to lay a strong foundation for customer success that can scale as the company grows.
Key Quote: “In a startup, customer success isn’t a department you build later. It’s a mindset you must have from day one to survive.”
3 Key Takeaways for Customer Support Agents:
- Wear Multiple Hats: In a startup roles are fluid. While your title might be “Customer Support” you are also part of the onboarding team, the QA team (by spotting bugs) and the success team. Embrace this and be proactive. Your broad impact is incredibly valuable in an early stage company.
- Focus on “Scrappy” Solutions: Startups don’t have big budgets for fancy tools. This book champions a “scrappy” mindset. As a support agent this means getting creative. Can you record a quick Loom video to explain a solution instead of writing a long email? Can you create a simple shared document for FAQs? Find efficient, low cost ways to help customers.
- Be the Champion for Early Customers: Early customers are the lifeblood of a startup. This book emphasizes how important it is to champion their needs. As a support agent you are their primary advocate. Listen intently to their feedback, build personal relationships and make them feel heard and valued. Your work directly contributes to finding product-market fit and securing those vital early renewals.
Top Reviews: "An essential, practical guide for any founder or early-stage employee. It takes the big ideas of CS and makes them actionable for startups." - Startup Nation. "I wish I had this book when we were starting out. It would have saved us so much time and so many mistakes." - Amazon Reviewer.
This Book is Great For: Startup founders, early-stage employees, and the first customer success or support hires at a new company.
VI. Modern Challenges: Digital Service, Effortless Experience, and Handling Complaints
The landscape of customer service is constantly evolving. This set of books addresses the most pressing modern challenges, from handling public complaints on social media to the counterintuitive truth about customer effort and the rise of digital first support channels. They provide a new lens through which to view your work.
20. Hug Your Haters
Author(s): Jay Baer
- Number of Pages: 240
- Year Published: 2016
Summary: This essential book by marketing and service expert Jay Baer addresses a critical modern skill: transforming customer complaints and negative feedback into strategic business opportunities. In an age where customers can voice their displeasure publicly and instantly, Baer argues that ignoring or arguing with “haters” is a losing strategy. Instead he provides a clear playbook for embracing complaints, answering every critic and turning bad news into a good outcome.
The book is based on extensive research into why and where customers complain, categorizing “haters” into different groups with different motivations and expectations. Baer provides practical, channel specific advice for responding to feedback on social media, review sites and forums. It’s a guide to not only managing negativity but also to proactively using it to improve customer loyalty and drive business growth by showing you care.
Key Quote: “The most dangerous customers aren’t your haters; they are the ‘meh’ in the middle, the quiet ones who don’t complain but just leave and never come back.”
3 Key Takeaways for Customer Support Agents:
- Respond to Every Complaint: Baer’s core thesis is to answer every piece of feedback, no matter the channel. As a support agent this means treating a negative tweet or a critical Facebook comment with the same importance as an email or a phone call. A public response shows everyone that you are listening.
- Use the “Hugs and Handshakes” Approach: Baer recommends a different approach for different types of “haters.” For offstage complaints (phone, email), a deep, personal resolution (a “handshake”) is key. For public complaints (social media), a quick, empathetic public acknowledgment (a “hug”) followed by a move to a private channel for resolution is most effective.
- Turn Bad News into Good: Every complaint is a chance to show how great your company is. When you respond with speed, empathy and a genuine desire to help you can win back the unhappy customer and impress onlookers who see the public interaction. This turns a negative into a powerful social proof opportunity.
Top Reviews: "Jay Baer provides a tactical, no-nonsense guide to modern customer communication. This should be required reading for every marketing and customer service professional." - Forbes. "A game-changer. It gives you the data and the playbook to handle complaints in a way that actually builds your business." - Amazon Customer.
This Book is Great For: Social media managers, community managers, public relations professionals, and any support agent who responds to customers in public channels.
21. The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Author(s): Matthew Dixon, Nick Toman, and Rick Delisi
- Number of Pages: 256
- Year Published: 2013
Summary: Backed by research and data from the CEB (now part of Gartner), this book challenges the idea that customers want to be “wowed”. Authors Matthew Dixon, Nick Toman and Rick Delisi make a data-driven case that the primary driver of customer loyalty isn’t spectacular service, but rather, making service interactions effortless. They argue that customers are more likely to punish bad experiences than they are to reward great ones.
This research-based guide shows that loyalty is achieved by reducing customer effort—the work a customer has to do to get their problem solved. The authors provide practical methods and frameworks for identifying high-effort situations and re-engineering service processes to be smoother and more efficient. It’s a book that shifts the focus from delighting customers to simply making their lives easier.
Key Quote: “The key to loyalty is not delight, but the reduction of customer effort.”
3 Key Takeaways for Customer Support Agents:
- Solve the Problem on the First Contact: The biggest driver of customer effort is having to contact a company multiple times for the same issue. Take full ownership of the problem presented to you. Ask clarifying questions upfront and be thorough in your investigation to ensure you provide a complete solution the first time.
- Use “Forward Resolution”: Don’t just solve the stated problem; solve the next problem. If a customer needs a password reset, they will probably need to log in afterward. So, a low-effort response would be: “I’ve reset your password. Here is a temporary one and here is a direct link to the login page so you can set a new one right away.”
- Guide the Customer, Don’t Just Give Options: When a customer is unsure what to do, don’t just list possibilities. Based on your expertise, guide them to the best next step. Instead of “You could try A, B or C,” say “Based on what you’ve told me, the best approach is B. Here’s how to do it.” This reduces their cognitive load and makes the experience feel effortless.
Top Reviews: "A myth-busting, data-driven book that will change how you think about customer service. Absolutely essential." - Harvard Business Review. "One of the most important customer service books of the last decade. It provides a clear, actionable path to improving loyalty." - Amazon Customer.
This Book is Great For: Customer service managers, operations leaders, and any professional who wants to use data to design more efficient and effective support processes.
22. The Best Service Is No Service
Author(s): Bill Price and David Jaffe
- Number of Pages: 288
- Year Published: 2008
Summary: Co-authored by Amazon’s first-ever global Vice President of Customer Service, this book presents a radical and counterintuitive philosophy: the best way to satisfy customers is to eliminate the reasons they need to contact support in the first place. Bill Price and David Jaffe argue that every support contact represents a flaw in the product, process or communication and that true customer-centricity means proactively fixing those flaws.
The book proposes seven principles to systematically reduce customer pain points and preempt common issues. It’s a strategic guide to moving from a reactive support model to a proactive, self-service oriented one. The goal is to liberate customers from the need for service which simultaneously makes them happier and allows companies to control support costs while scaling effectively.
Key Quote: “Your customers do not want to contact you. They want to get on with their lives.”
3 Key Takeaways for Customer Support Agents:
- Become a Root Cause Analyst: Every support ticket is a piece of data. Don’t just solve the individual problem; ask “Why did this happen?” and “How can we prevent it from happening again?” Document these root causes and share them with your team lead or product managers. Your insights are the first step to eliminating the need for future tickets.
- Champion Better Self-Service: You know what questions customers ask all the time. If the answer isn’t easily findable in the help center, you have identified a self-service gap. Take the initiative to write a new knowledge base article or suggest an update to an existing one. Improving self-service is a core tenet of this book.* Identify and Flag “Dumb Contacts”: The book talks about “dumb contacts”—issues that the company should have foreseen and prevented. When you get a ticket about a confusing invoice, a broken link in an email or an unclear error message, you’ve found a “dumb contact.” Flag these issues with urgency as they are a direct source of unnecessary customer effort and frustration.
Top Reviews: "A truly revolutionary way to think about customer service. It shifts the focus from being good at reacting to being great at preventing." - Goodreads Reviewer. "Written by the guy who built Amazon's service from the ground up. This book is full of brilliant, game-changing ideas." - Amazon Customer.
This Book is Great For: Operations leaders, product managers, CX strategists, and anyone who wants to fundamentally reduce customer friction and build a more scalable support model.
VII. Specialized and Advanced Customer Experience Topics
This final collection of books covers specialized but increasingly important areas of customer experience. From the subscription economy to journey mapping and analytics, these texts are for professionals who want to deepen their expertise and understand the forces shaping the future of customer service and success.
23. Subscribed: Why the Subscription Model Will Be Your Company's Future — and What to Do About It
Author(s): Tien Tzuo and Gabe Weisert
- Number of Pages: 256
- Year Published: 2018
Summary: This forward-looking guide by Tien Tzuo, the CEO of Zuora, explains how the global economy is shifting from a product-based model to a service-based, subscription model. The book addresses the critical need for businesses to adapt to this new reality where customer relationships and recurring revenue are the keys to long-term success. It explores the profound impact of the “Subscription Economy” on everything from finance to customer service.
Tzuo argues that in this new era the focus must shift from the “one-time sale” to building and maintaining lasting customer relationships. The book provides strategies for succeeding in recurring revenue business models, emphasizing how customer success becomes the central growth engine when customers can easily cancel their service at any time. It’s an essential read for understanding the intersection of business model evolution and customer relationship management.
Key Quote: “In the Subscription Economy, the old way of doing business is dying. The new way is to build your business around the customer.”
3 Key Takeaways for Customer Support Agents:
- Understand Your Role in Retention: In a subscription model every support interaction is a “renewal” opportunity. A positive experience reinforces the value of the subscription, while a negative one can easily lead to a cancellation. Your work is not just about solving problems; it’s about actively retaining revenue.
- Be Aware of a Customer’s “Subscription Health”: Pay attention to cues that might indicate a customer is not getting value from their subscription. Are they only using a fraction of the features? Do they seem unaware of the core benefits? While you solve their immediate issue consider pointing them to a valuable feature they might be missing to increase their engagement.
- Think in Terms of Lifetime Value (LTV): A subscription customer isn’t a one-time transaction; they represent a long-term revenue stream. This mindset should elevate the importance of every interaction. Providing an extra minute of help or a more thorough answer isn’t just “good service”; it’s an investment in protecting and growing that customer’s lifetime value.
Top Reviews: "A must-read for any business leader. Tzuo provides a clear vision of the future and a practical guide for how to get there." - Marc Benioff, CEO of Salesforce. "This book will fundamentally change how you think about your business model and your customers." - Amazon Customer.
This Book is Great For: CEOs, CFOs, product managers, and anyone working in a SaaS or subscription-based business.
24. The Customer Rules
Author(s): Lee Cockerell
- Number of Pages: 224
- Year Published: 2013
Summary: This is one of the top customer service books. It’s got modern insights into what customers expect and how to meet those expectations. In today’s fast paced, digitally driven world the rules of customer engagement have changed and this book is the updated playbook for navigating this new landscape.
This book covers what today’s customers demand: speed, convenience, personalization and empathy. It shows you how to meet and exceed those demands across all channels so your business can stay relevant and competitive in a changing business environment.
Key Quote: “The new rule is that the customer makes the rules. Your job is to listen, adapt and respond faster than your competition.”
3 Key Takeaways for Customer Support Agents:
- Speed and Convenience: Today’s customers expect fast answers. So you need to master your internal tools to find information quickly. Provide concise answers and use bullet points or bold text to make your responses easy to scan. Respect the customer’s time above all else.
- Personalize, Don’t Generalize: The modern customer expects you to know them. Before you respond take 10 seconds to review their history. Mention a past interaction or acknowledge their loyalty can make a big difference. Never use generic, robotic responses.
- Be Radically Empathetic: In a world of automation and customer support AI genuine human empathy is a superpower. The ability to understand and validate a customer’s feelings especially when they are frustrated is a modern rule of service that will never go out of style. Always start with empathy before you move to the solution.
Top Reviews: "Simple, powerful, and straight from the source of service excellence. A fantastic read." - Goodreads Reviewer. "Full of practical rules you can apply immediately in any job, not just customer service." - Amazon Customer.
This Book is Great For: Every customer-facing professional, from frontline agents to senior executives, who needs a refresher on the timeless and modern rules of great service.
Your Journey to Service Excellence Starts Now
The journey to becoming a service expert begins with a single page. You don’t need to read all 24 books at once - just find the one title that speaks to your current challenge and commit to its lessons.
Now, it’s your turn to teach. This list is a starting point, and your experience is the missing chapter. What’s the one book that redefined how you work?
Let us know via the Social Media listed below.
