The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary (Hardcover)
by Joseph Michelli

Starbucks is an amazing story - this company is a whole lot more than just a cup of fresh and wholesome coffee.This book attempts to explain the reason behind Starbucks' success using customer anecdotes, insider stories, and the business strategy.

When Fish Fly: Lessons For Creating a Vital and Energized Workplace From the World Famous Pike Place Fish Market (Hardcover)
by John Yokoyama, Joseph Michelli

A classic read on Customer service and employee morale. Better read it together with Fish!

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company (Paperback)
by Joseph Michelli

A must read if you are ever curious about the reasons behind the legendary success of Ritz-Carlton Hotel. In China, Ritz-Carlton Portman has been rated the Best Employer for a number of years. Have you ever wondered why?