In Customer Centricity, Wharton professor Peter Fader challenges the traditional notion that all customers should be treated equally, arguing that businesses should prioritize their most valuable customers. He explains why customer-centric strategies are more effective than outdated product-centric models and how concepts like customer lifetime value (CLV) can drive smarter business decisions. The book also examines the flaws in traditional customer valuation methods and the missteps of customer relationship management (CRM), offering insights on how to realign business strategies for long-term profitability. Customer Centricity serves as a practical guide for companies looking to maximize growth by focusing on their best customers.

In The Effortless Experience, Matthew Dixon and his colleagues challenge the conventional wisdom that exceeding customer expectations leads to loyalty. Their research reveals that customers don’t seek to be “wowed” but rather desire a seamless, hassle-free experience—one where companies efficiently solve their problems with minimal effort. The book outlines four key pillars of a low-effort customer experience, demonstrating how businesses can reduce costs, lower customer churn, and build true loyalty without relying on over-the-top service. Filled with data-driven insights, case studies, and actionable tools, The Effortless Experience provides a clear roadmap for companies to enhance customer satisfaction in a practical, sustainable way.

In Unreasonable Hospitality, Will Guidara shares how he transformed Eleven Madison Park from a struggling restaurant into the best in the world through radical reinvention and a deep commitment to extraordinary hospitality. His philosophy went beyond great food, creating unforgettable, personalized experiences—like surprising guests with magical moments and fostering a culture of generosity within his team. Guidara argues that any business can embrace hospitality, turning ordinary interactions into meaningful, memorable moments. Through engaging stories and lessons from top industry figures, he inspires leaders to find magic in their work and elevate how they serve others.