The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary by Joseph A. Michelli -- 193 pages
How did Starbucks become the leading coffee chain of the nation? By bringing their customers back again and again through interactive, personalized customer service. The Starbucks Experience is about how Starbucks trains their employees, and the principles they have built their company on.
I found this enlightening and empowering. It was an added bonus that I love coffee. :)