RESOURCES PAGE

If you’d like to access my slides to revisit anything you missed or to update/complete your notes, please click here.

I love follow-up reading and an opportunity to explore a topic further on my own; if you’re the same, here are some helpful recommendations for books, articles, podcasts, and videos.

Books

• Setting the Table by Danny Meyer – Hospitality philosophy from the founder of Shake Shack and Union Square Hospitality
• The New Gold Standard by Joseph A. Michelli – Inside the Ritz-Carlton’s customer service excellence model
• Emotional Intelligence 2.0 by Travis Bradberry & Jean Greaves – Accessible, practical EQ skills for professionals
• Unreasonable Hospitality by Will Guidara – Former Eleven Madison Park co-owner on going above and beyond
• Be Our Guest by Disney Institute – Creating magical experiences through systems and culture

Articles

Harvard Business Review:

• • “Kick-Ass Customer Service”

  • “The Value of Customer Experience, Quantified”

Podcasts

• The Modern Customer Podcast – Blake Morgan)
• The Culture First Podcast – focused on intentional, empowering org cultures

VIDEOS

• The Power of Showing Empathy – Simon Sinek
• A Defining Time for Human Connection in Customer Service – Salena Scardina
• How I Stole Great Customer Service – With Pride! – Lisa Ekström
• Best Customer Service Story Ever – Will Guidara
• I Was Seduced By Exceptional Customer Service – John Boccuzzi, Jr.