The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary [AUDIOBOOK] (Audio CD)
by Joseph A. Michelli

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

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?