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“Whatever you do, do it well.
Do it so well that when people see you do it,
they will want to come back and see you do it again,
and they will want to bring others.”
Walt Disney – American cartoonist and entrepreneur

Learn more about Customer focus

Aun, M. A. (2011). It’s the customer, stupid! 34 Wake-up calls to help you stay client-focused. Hoboken,
NJ: John Wiley & Sons, Inc.
Barlow, J., & Moller, C. (2008). A complaint is a gift: Recovering customer loyalty when things go wrong
(2nd ed.). San Francisco, CA: Berrett-Koehler Publishers.
Cockerell, L. (2013). The customer rules: The 39 essential rules for delivering sensational service. New
York, NY: Crown Publishing Group.
Curtin, S. (2013). Delight your customers: 7 Simple ways to raise your customer service from ordinary to
extraordinary. New York, NY: AMACOM.
Zaltman, G. (2003). How customers think: Essential insights into the mind of the market. Boston, MA:
Harvard Business School Publishing.

Deep dive learning resource links

Conner, C. (2013, August 16). Why every organization needs a standard response time policy. Forbes.
Retrieved from http://www.forbes.com/sites/cherylsnappconner/2013/08/16/why-every-organization-
needs-a-standard-response-time-policy/
DeRose, C., & Tichy, N. (2013, July 1). Here’s how to actually empower customer service employees.
Harvard Business Review Blog Network. Retrieved from http://blogs.hbr.org/2013/07/heres-how-to-
actually-empower-customer/
Di Fiore, A. (2011, November 30). How to get past your customers’ lies. Harvard Business Review Blog
Network. Retrieved from http://blogs.hbr.org/2011/11/how-to-get-past-your-customers/
Hall, A. (2013, May 17). Listening to customers yields success. Forbes. Retrieved from
http://www.forbes.com/sites/alanhall/2013/05/17/listening-to-customers-yields-success/
Kalb, I. (2012, January 19). Here’s what happens when you don’t listen to your customers’ complaints.
Business Insider. Retrieved from http://www.businessinsider.com/heres-what-happens-when-you-dont-
listen-to-your-customers-compiants-2012-1

Merholz, P. (2009, March 6). The best way to understand your customers. Harvard Business Review Blog
Network. Retrieved from http://blogs.hbr.org/2009/03/the-best-way-to-understand-you/

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