Customer Service
An annotated collection of 3 books on customer service, spanning 2001 to 2016. Featuring works by The Disney Institute & Theodore Kinni, Tony Hsieh, Jay Baer — each with editorial commentary oriented to digital product practice.
Be Our Guest: Perfecting the Art of Customer Service
The Disney Institute's book on how Disney designs customer experience — a careful account of an operation that has been obsessed with the details of user experience for longer than most of its readers have been alive. Th…
Delivering Happiness: A Path to Profits, Passion, and Purpose
Hsieh's account of building Zappos and the culture that made it distinctive — specific hiring practices, obsessive customer service, the explicit investment in employee happiness as a business strategy. The book is part…
Hug Your Haters: How to Embrace Complaints and Keep Your Customers
Baer's central claim is counterintuitive: customer complaints in the age of social media are not a problem to be managed but a rare source of concentrated feedback, and ignoring them (which most companies do) costs more…