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Contents

Foreword By Alwyn Scott

Introduction: A Brief (But Necessary) History of Customer Service

It All Starts with Hospitality, Baby

Section 1: The Evangelists

Chapter 1: Zingerman’s:Laser-Focused on Customer Service

Chapter 2: Nick’s Pizza & Pub:Employees in Charge

Chapter 3: BerylHealth: Everyone Deserves a “Thank You”

Section 2: The Transformers

Chapter 4: Zappos:If You’re Not Changing, You’re Dying

Chapter 5: FreshBooks:It’s All about the Rock Stars—a.k.a. Customer Service

Chapter 6: Brooklyn Brewery:Education

Section 3: The Pragmatists

Chapter 7: Lettuce Entertain You: Consistency for the Brand and the Customer

Chapter 8: Union Square Hospitality: Start at Square One—HIRING

Chapter 9: Hyatt: Top-Down Empathy

Chapter 10: Lessons Learned

Bibliography

Acknowledgments