August 29, 2012

The Essential Guest Experience Library

I’ve been a student of Guest Experiences for quite a while now – from serving on 3 church staffs for over 23 years to being a consultant for a church design-build company for over 8 years and now as Guest Experience Navigator at Auxano since 2012. Along the way, I’ve been collecting books that are helpful in understanding Guest Experiences in the church. The following list is in no particular order, other than the initial Top Fourteen.

If you have books or other resources that you would recommend, please leave a comment below.

Top Fourteen

  • First Impressions (revised), Mark Waltz
  • Lasting Impressions (revised), Mark Waltz
  • How to Wow Your Church Guests, Mark Waltz
  • Outside In, Harley Manning and Kerry Bodine
  • Be Our Guest: Perfecting the Art of Customer Service, Revised, Disney Institute
  • The Starbucks Experience, Joseph Michelli
  • Change by Design, Tim Brown
  • This Is Service Design Thinking, Marc Stickdorn, Jakob Schneider
  • Designing for Growth, Jeanne Liedtka and Tim Ogilvie
  • Exceptional Service, Exceptional Profit, Leonardo Inghilleri, Micah Solomon
  • Setting the Table: The Transforming Art of Hospitality in Business, Danny Meyer
  • Judgment on the Front Line, Christopher Rose and Noel Tichy
  • Disney U, Doug Lipp
  • The Customer Culture Imperative, Linden Brown and Chris Brown

The Rest of the List

  • Creating Magic, Lee Cockerell
  • Inside the Magic Kingdom, Tom Connellan
  • The Wonderful World of Customer Service at Disney, J. Jeff Kober
  • Lessons from the Mouse, Dennis Snow
  • Lead With Your Customer, David Jones and Jeff Kober
  • Be Our Guest: Perfecting the Art of Customer Service, Disney Institute
  • The Experience Economy, Updated Edition, Joseph Pine and James Gilmore
  • The Zappos Experience, Joseph Michelli
  • The Apple Experience, Joseph Michelli
  • The Nordstrom Way to Customer Service Excellence, Robert Spector
  • The Nordstrom Way to Customer Service Excellence, Revised, Robert Spector
  • Shopportunity: How to be a Retail Revolutionary, Kate Newlin
  • Treasure Hunt: Inside the Mind of the New Consumer, Michael J. Silverstein
  • Trading Up, Michael J. Silverstein
  • Call of the Mall, Paco Underhill
  • Why We Buy, Paco Underhill
  • Secret Service, John Dijulius
  • Beyond the First Visit, Gary L. McIntosh
  • Chocolates on the Pillow Aren’t Enough, Jonathan Tisch
  • The Gift of Hospitality, Delia Halverson
  • Making Room, Christine Pohl
  • The Mystery Shopper’s Manual, Cathy Stucker
  • Mystery Shopping Made Simple, Ilisha Newhouse
  • Blink, Malcolm Gladwell
  • Jim & Casper Go to Church, Jim Henderson & Matt Casper
  • The Five Star Church, Stan Toler, Alan Nelson
  • The Disney Way, Bill Capodagli and Lynn Jackson
  • The Disney Way Fieldbook, Bill Capodagli and Lynn Jackson
  • Shopping for God, James B. Twitchell
  • Feeding the Flock, Russell Chandler
  • The New Gold Standard, Joseph Michelli
  • Fusion, Nelson Searcy
  • Built to Serve, Dan Sanders
  • Delivering Happiness, Tony Hsieh
  • Exceptional Service, Exceptional Profit, Leonardo Inghilleri, Micah Solomon
  • See What I’m Saying: The Extraordinary Powers of our Senses, Rosenblum
  • Brand Sense, Martin Lindstrom
  • Buyology, Martin Lindstrom
  • Delivering Knock Your Socks Off Service, Performance Research Associates
  • A Carrot a Day, Adrian Gostick and Chester Elton
  • The Orange Revolution, Adrian Gostick and Chester Elton
  • The Carrot Principle, Adrian Gostick and Chester Elton
  • Clued In, Lewis Carbone
  • High-Tech, High Touch Customer Service, Micah Solomon
  • The Amazement Revolution, Shep Hyken
  • Unleashing Excellence, Dennis Snow and Teri Yanovitch
  • We, Steve Yastrow
  • The Great Good Place, Ray Oldenburg
  • Celebrating the Third Place, Ray Oldenburg
  • Brand Harmony, Steve Yastrow
  • Radical Hospitality, Robert Schnase
  • Customer Mania, Ken Blanchard
  • Raving Fans, Ken Blanchard
  • Hug Your Customers, Jack Mitchell
  • Customer Intimacy, Fred Wiersema
  • Brilliance by Design, Vicki Halsey
  • Uplifting Service, Ron Kaufman
  • One Minute Service, Bruce Loeffler
  • Encounters at the Counter, Alan Johnson
  • 52 Ways to Ignite Your Congregation, Randy Hammer
  • The Wayfinding Handbook, David Gibson
  • Uncommon Service, Frances Frei, Anne Morriss
  • The Loyalty Leap, Bryan Pearson
  • @ Your Service, Frank Eliason
  • Insanely Simple, Ken Segall
  • The DNA of Customer Experience, Colin Shaw
  • Chief Customer Officer, Jeanne Bliss
  • I Love You More Than My Dog, Jeanne Bliss
  • How to Be Like Walt, Pat Williams
  • The Purple Goldfish: How to Win Customers, Stan Phelps
  • What’s Your Green Goldfish: 15 Ways to Drive Employee Engagement, Stan Phelps
  • Revolutionize Your Customer Experience, Colin Shaw
  • Building Great Customer Experiences, Colin Shaw and John Ivens
  • Re-imagine, Tom Peters
  • Design Like Apple, John Edson
  • Discovering the Soul of Service, Leonard Berry
  • Magnetic Service, Chip Bell and Bilijack Bell
  • Take Their Breath Away, Chip Bell
  • Wired and Dangerous, Chip Bell
  • Moments of Truth, Jan Carlzon
  • Insanely Simple, Ken Segall
  • All In, Adrian Gostick and Chester Elton
  • 100 Things Every Designer Needs to Know About People, Susan Weinschenk
  • Service Magic, Chip Bell
  • The Hidden Power of Your Customers, Becky Carroll
  • 101 Design Methods, Vijay Kumar
  • Employee Engagement, Pete Blank
  • Service Failure, Jeff Toister
  • Fearless Front Line, Ray Attiyah
  • Create Distinction, Scott McKain
  • The Customer Rules, Lee Cockerell
  • Even Monkeys Fall From Trees, Doug Lipp
  • The Changing Face of Today’s Customer, Doug Lipp
  • The Church Mouse: Leadership Lessons from the Magic Kingdom
  • The Ten Principles Behind Great Customer Experiences, Matt Watkinson
  • Amaze Every Customer Every Time, Shep Hyken
  • Managing Quality Service in Hospitality, Robert Ford, Michael Sturman, Cherrill Heaton
  • Delight Your Customers, Steve Curtin
  • Crafting the Customer Experience for People Not Like You, Kelly McDonald
  • The Customer Experience Revolution, Jeofrey Bean, Sean Van Tyne
  • Driving Loyalty, Kirk Kazanjian
  • Fabled Service, Betsy Sanders
  • What’s the Future of Business, Brian Solis
  • Extreme Trust, Don Peppers and Martha Rogers
  • Infinite Possibility, Joseph Pine and Kim Korn
  • Designing Disney, John Hench
  • Dream It, Do It, Marty Sklar
  • Lessons in Loyalty, Lorraine Grubbs-West
  • The Designful Company, Marty Neumeier
  • Metaskills, Marty Neumeier
  • Hatch!, C. McNair Wilson
  • In Service to the Mouse, Jack Lindquist
  • Spinning Disney’s World, Charles Ridgway
  • Building a Company, Bob Thomas
  • If Disney Ran Your Hospital, Fred Lee
  • The Southwest Way, Jody Gittell
  • Leading the Starbucks Way, Joseph Michelli
  • The Hospitality Commands, Alexander Strauch
  • Practicing Hospitality, Pat Ennis and Lisa Tatlock
  • Tribal Knowledge, John Moore
  • ZAG, Marty Neumeier
  • The Brand Gap, Marty Neumeier
  • Solving Problems with Design Thinking, Jeanne Liedtka, Andrew King, and Kevin Bennett
  • Rotman on Design, edited by Roger Martin and Karen Christensen
  • Rise of the DEO, Maria Giudice and Christopher Ireland
  • Why Nobody Goes to Church Anymore, Thom and Joani Schultz
  • Creative Confidence, Tom and David Kelley
  • The Cult of the Customer, Shep Hyken
  • One From Many, Dee Hock
  • The 9 1/2 Principles of Innovative Service, Chip Bell
  • Introduction to Hospitality, 6th Ed., John R. Walker
  • Jab, Jab, Jab, Right Hook, Gary Vaynerchuk
  • Since the World Began, Jeff Kurtti
  • What Great Brands Do, Denise Yohn
  • Everything by Design, Alan Lapidus
  • Brand EsSense, Neil Gains
  • Design for Growth Field Book, Jeanne Liedtka
  • Everything Connects, Faisal Hoque
  • Wired to Care, Dev Patnaik
  • Customer Driven Change, Bud Taylor
  • Willie’s Way, Phillip Van Hooser
  • All Business is Show Business, Scott McKain
  • Every Guest is a Hero, Adam Berger
  • The Immersive Worlds Handbook, Scott Lukas
  • Power and Paradise in Walt Disney’s World, Cher Knight
  • Creativity Inc, Ed Catmull and Amy Wallace
  • Disney’s Hollywood Studios: From Show Biz to Your Biz, J. Jeff Kober
  • Who’s the Leader of the Club? Walt Disney’s Leadership Lessons, Jim Korkis
  • Legendary Service, Ken Blanchard, Cathy Cuff, Vicki Halsey
  • Moments of Magic, Shep Hyken
  • The Simple Truths of Service, Ken Blanchard & Barbara Glanz
  • 7 Tenets of Taxi Terry, Scott McKain
  • What Customers Really Want, Scott McKain
  • Simple Truths of Service, Ken Blanchard
  • Hardwiring Excellence, Quint Studer
  • Baptist Healthcare Journey to Excellence, Al Stubblefield
  • POP! Stand Out in Any Crowd, Sam Horn
  • The 46 Rules of Genius, Marty Neumeier
  • The Celebrity Experience, Donna Cutting
  • The Fred Factor, Mark Sanborn
  • Unwelcome: 50 Ways Churches Drive Away Guests, Jonathan Malm

 

Bob Adams

January 2015

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