The success of any business depends on its customers. Yes, it’s a cliché. But in the fast-paced race for innovation and tech adoption, companies often lose sight of this golden truth. Business automation, cloud platforms, mobile apps — they all mean very little if not backed by real human connection, honest communication, and a deep understanding of people’s needs.
At Global Bilgi, we know this well. As an outsourced contact center, we’ve seen firsthand that there’s no substitute for the ability to listen, understand, and deliver exceptional service. That’s why we’ve curated a list of seven powerful books. Each one reveals valuable insights into creating unforgettable customer experiences.
1. Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hsieh
About the author
Tony Hsieh was an American internet entrepreneur and venture capitalist. He’s best known as the CEO of Zappos, the online shoe and clothing retailer. Under his leadership, Zappos became a symbol of legendary customer service and unique company culture. Eventually, the company was acquired by Amazon for over a billion dollars. Hsieh was a visionary who believed that the happiness of employees and customers was key to long-term business success.
About the book
Delivering Happiness is more than a Zappos success story. It’s a manifesto on how to build a company where customer service and culture are core priorities. Hsieh shares his journey, from selling his first startup, LinkExchange, to building Zappos into a service-driven powerhouse. The book outlines his belief that focusing on happiness — not just profits — can transform a business.
Why you should read it
For contact center professionals and anyone working in customer experience, this book is a must-read. It proves that service isn’t a department — it’s part of a company’s DNA.
Hsieh’s approach inspires agents and managers alike to exceed expectations, create happiness, and connect with customers on a deeper level. He also highlights how investing in employee well-being directly improves service quality and customer loyalty — a principle especially vital for outsourced contact centers aiming to be true partners to their clients.
2. Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer
About the author
Jay Baer is a leading expert in digital marketing, customer experience, and client engagement. He’s the author of several bestsellers and the founder of Convince & Convert, a consulting firm that helps global brands improve their customer experience strategies. Baer is known for turning complex business ideas into practical, actionable strategies.
About the book
Hug Your Haters offers a fresh take on negative feedback. Rather than ignoring complaints or fearing criticism, Baer shows how businesses can turn dissatisfied customers into loyal fans. He provides a framework for responding to criticism on every platform — from social media to personal emails. The goal: rebuild trust and deepen customer relationships.
Why you should read it
This book is foundational for contact center agents and anyone on the front lines of customer service. It flips the script on negativity and shows that complaints are opportunities — not threats.
Baer’s insights help teams manage emotional, high-stress situations with empathy and confidence. He also shares tactics for crafting both public and private responses that restore credibility. For outsourced service teams, understanding this approach is crucial for protecting a client’s reputation and turning challenges into loyalty wins.
2. Unreasonable Hospitality. The Remarkable Power of Giving People More Than They Expect by Will Guidara
About the author
Will Guidara is a world-renowned restaurateur and co-founder of Eleven Madison Park, the New York restaurant that earned three Michelin stars and was once named the best restaurant in the world. His leadership transformed fine dining into something much more — a deeply personal, unforgettable experience.
About the book
In Unreasonable Hospitality, Guidara shares his philosophy for going far beyond standard service. He introduces the “130% rule”: deliver 100% of what’s expected — and then add an extra 30% of personalized magic.
The book is full of real stories and practical tools. It proves that any business, in any industry, can turn routine transactions into lasting memories.
Why you should read it
For contact center teams and service professionals, this book is both inspiration and instruction manual. It teaches agents to see beyond the script — to see the person behind the request.
Guidara’s approach highlights how small, thoughtful actions and genuine empathy can dramatically elevate the service experience. For outsourced contact centers striving to deliver premium service, Unreasonable Hospitality is the key to creating that elusive “wow effect” and building lasting client loyalty.
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4. “Talk Ability. Discover the secrets of Effective Conversation” by James Borg
About the Author
James Borg is a British psychologist, business trainer, and consultant, recognized as an expert in communication, body language, and persuasion. His work is based on principles of behavioral psychology and neuro-linguistic programming, which he adapts for practical use in business and personal life. Borg is the author of several international bestsellers that help readers improve their communication skills.
About the Book
“The Talk Ability” is a practical guide that unveils the secrets of effective communication. The book teaches how to harness the power of words, listen actively, understand non-verbal signals, and overcome communication barriers. Borg covers a wide range of topics: from building trust and empathy to the art of persuasion and avoiding misunderstandings. It’s not just about what to say but how to say it to be heard and understood.
Why This Book Matters
For contact center agents, project managers, and anyone working in customer service, this book is essential. Its principles directly impact the quality of every conversation. The book helps agents enhance their active listening skills, which is key to understanding clients’ real needs. It teaches how to formulate clear and persuasive responses, handle the emotions of the interlocutor, and build rapport. The ability to communicate effectively, as described by Borg, is the foundation of exceptional customer service and enables outsourcing contact centers to provide higher-quality, more empathetic consultations.
5. “Customers for Life: How to Turn That One-Time Buyer Into a Lifetime Customer” by Carl Sewell and Paul B. Brown
About the Authors
Carl Sewell is a legendary American businessman and owner of one of the most successful Cadillac dealerships in the U.S. His customer service philosophy transformed an ordinary car dealership into a model of exceptional service.
Paul B. Brown is a renowned business writer and journalist who helped Sewell articulate and present his unique customer-focused principles.
About the Book
“Customers for Life” is a classic guide that reveals simple yet extremely effective strategies for building long-term relationships with customers. The book describes in detail how every aspect of interaction—from greetings to post-sale support—affects loyalty. The authors emphasize that acquiring a new customer costs much more than retaining an existing one, and they offer practical steps to create a service experience that keeps customers coming back.
Why This Book Matters
This book is a must-read for anyone working in contact centers or customer service. It clearly demonstrates how focusing on the details and continuously improving service quality turns one-time buyers into brand advocates. Sewell’s principles help agents understand the value of every customer interaction, anticipate needs, and deliver service that exceeds expectations. For outsourcing contact centers aiming to ensure a steady flow of repeat interactions and a high NPS for their clients, this book serves as a roadmap to flawless customer loyalty.
6. “The Experience Economy. Competing for Customer Time, Attention, and Money” by B. Joseph Pine and James H. Gilmore
About the Authors
Joseph Pine II and James H. Gilmore are well-known American business strategists, consultants, and educators. They are the creators of the “experience economy” concept, which transformed traditional business thinking. Pine and Gilmore are innovation experts who help companies create unique and meaningful customer experiences that go beyond merely delivering products or services.
About the Book
In “The Experience Economy,” Pine and Gilmore argue that the world has moved beyond goods and services into the era of experiences. They show how companies can create unique, memorable, and personalized experiences for their customers—experiences that become valuable products in themselves. The book details how to turn a routine interaction into a kind of “stage,” where the customer becomes an active participant in an unforgettable event.
Why This Book Matters
“The Experience Economy” radically shifts how we view customer interaction. The book teaches us to see every contact not just as problem-solving but as an opportunity to create a memorable experience that evokes emotion. For agents, this means transitioning from “scripted service” to “staged performance,” where every communication element plays a role. For outsourcing contact centers looking to deliver added value to their clients, understanding this concept enables the creation of standout service that turns customers into loyal brand supporters.
7. “The Nordstrom Way to Customer Service Excellence: A Handbook for Creating Happy Customers”, Robert Spector, BreAnne Sekuloski
About the Authors
Robert Spector is an American business journalist and customer service consultant, widely recognized for his expertise in studying brands that achieve exceptional customer loyalty.
BreAnne O. Sekuloski is an experienced professional in human resources and customer service. Together with Spector, she compiled the insights and practices of one of the most renowned U.S. retail brands—Nordstrom.
About the Book
The Nordstrom Way is a practical handbook that demonstrates how a customer-centric culture can become the foundation of a company’s success. The authors explore the service philosophy that made Nordstrom a benchmark for customer experience—from hiring practices to decision-making that puts the customer first. The book includes real-world examples, interviews with employees, and actionable advice for companies looking to build world-class service.
Why You Should Read This Book
This book is ideal for contact center managers, team leads, trainers, and agents who aim to elevate their service from functional to truly exceptional. It teaches how to cultivate a corporate culture rooted in trust, respect, and customer focus at all levels. For outsourcing contact centers, it serves as a powerful guide to delivering consistently high-quality service that exceeds expectations and enhances the reputation of the client’s brand.
Bonus
5 More Must-Read Bestsellers on Customer Service Excellence
- “Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization” by Leonardo Inghilleri, Micah Solomon
- “The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary” by Joseph Michelli;
- “The Thank You Economy” by Gary Vaynerchuk;
- “Customer Centricity: Focus on the Right Customers for Strategic Advantage” by Peter Fader;
- “The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Reduce Costs” by David Jaffe and Bill Price.
