What's the Secret: John DiJulius

John DiJulius is the master when it comes to customer service principles. I've learned a ton from him and his work both as a salon owner and consultant to many big-name companies.

The Culture Code: Clotaire Rapaille

This gives fascinating insight into consumer behavior and how it differs among various cultures.

The Omnivore's Dilemma: Michael Pollan

Who knew that corn could be so interesting to learn about? Michael Pollan is a terrific writer and has a lot to say about the industrialization of the food supply.

The Experience Economy: Joseph Pine and James Gilmore

The authors – both economists – graphically demonstrate the evolution of the national economy, where experiences themselves are a higher form of economic offering. Using theater as a model for work, they make a compelling case for improving the customer experience as a means of differentiation of your business offering.

The Tipping Point: Malcolm Gladwell

The best explanation I’ve seen so far that explains how and why behind “word-of-mouth” marketing. A fascinating read.

What a Great Idea!: Charles ‘Chic’ Thompson

A great guide to creativity and brainstorming that I have used extensively in my work with clients. He definitely helps you think outside the box.

Fabled Service: Betsy Sanders

Authored by the person who trained many of Nordstrom’s best employees. Many lessons that can be learned and applied in a medical practice.

The Five Temptations of a CEO: Patrick Lencioni

Very helpful for anyone who runs a small business, which includes just about every physician with their own practice. Will bring clarity to your role as leader of the enterprise.

FISH!: Stephen C. Lundlin et al

Four principles that are easy to understand and can have an impact on how you treat customers and each other.

The World is Flat: Thomas Friedman

I didn’t believe it either, until I read this book. Provides every day folks like me an understanding of what globalization is all about, how the internet has changed our lives forever, and how we might best counsel our children on career choices.

Physician Success Secrets: How the Best Get Better: Greg Korneluk

Nearly 3 decades of lessons packed into a very readable format that will get a physician excited about going to work each day. His CARES+ model allows doctors to benchmark practice performance.

The 7 Habits of Highly Effective People: Stephen Covey

This book has helped dramatically improve the effectiveness of millions of business people both personally and professionally.

Selling the Invisible: Harry Beckwith

A classic primer that is invaluable to anyone who has to market a service, particularly one where the purchase is a promise of future performance (such as with LASIK).

Purple Cow: Seth Godin

This author never fails to deliver insight into the marketing process and makes the case for making the product – not just the marketing – remarkable in the eyes of the customer.

Crossing the Chasm: Geoffrey Moore

A good education on why some products are highly successful while others fail to gain a foothold in the consumer marketplace.

The Goal: Eliyahu Goldratt

It took an Israeli physicist to help me understand what manufacturing is all about in this textbook disguised as a novel. As valuable as any MBA course on the subject, and very helpful in providing tools to improve the operational aspects of a business.

Do the Right Things… Right: Richard Palermo Sr.

This former Xerox executive has given a great gift to organizations with a system to help improve customer satisfaction, employee satisfaction, and business performance.

Whole-Scale Change: Dannemiller Tyson Associates

Kathleen Dannemiller was a mentor of mine for over 20 years. Her firm took the concept of group dynamics to a whole new level, helping some of the world’s largest companies implement change rapidly (meaning weeks and months rather than years) throughout their organizations. This is the story of how they do it. God Bless You, Kathie!