Experienceology recommends these books (available thru Amazon.com):
Be Our GuestDisney Institute, 2001 This is a must-read for customer service and "practical magic."
Guts!Kevin & Jackie Freiberg, 2004 Examples of companies that blow the doors off traditional service.
Positively Outrageous ServiceT. Scott Gross, 1991 Great chapter on training front-line staff.
Fabled ServiceBetsy Sanders, 1995 How poor customer service hurts business; full of factoids.
Managing the Customer ExperienceShaun Smith & Joe Wheeler, 2002 Creating a branded experience; a must-read if you have a call center.
Great Good PlaceRay Oldenburg, 1989 How consumers make sites, like Starbucks, their own "third place."
