Customer Service

The customer is your boss – or at least he or she pays your salary. Better to listen to clients, then, identify and anticipate their needs, and always give a little bit more than expected. They'll pay back your attention.


A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

Jeff Toister

Jeff Toister, 2017

How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

Nick Mehta et al.

Wiley, 2016

The words service agents use to engage customers often end up backfiring.

Brent McFerran et al.

MIT Sloan Management Review, 2018

The most memorable experiences are suffused with emotion – not extra features or value for money.

Stefan Thomke

MIT Sloan Management Review, 2019

Service Design, Strategy, and the Art of Customer Delight

Thomas A. Stewart and Patricia O’Connell

HarperBusiness, 2016

A Practical Guide to Optimizing the Customer Experience

Ben Reason et al.

Wiley, 2015


T. Scott Gross

Kaplan Publishing, 2004


Dag Fredrik Bjørnland et al.

Boston Consulting Group, 2016

How the Patagonia Model of Loyalty Can Save Your Business, and Might Just Save the Planet

Craig Wilson

Rare Bird Books, 2015

How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Bill Price and David Jaffe

Jossey-Bass, 2008