Get Me a Person
Winning Human Connection and Loyalty in the Age of AI
Your competitors have the same AI you do. That means what you are actually selling is the scarcest thing in business — a human connection.
The library
Twelve Books. Powerful Insights.
A comprehensive library on customer and employee experience elevation and leadership — each written from Joseph's work inside organizations that set the standard.
- New York Times Bestseller List
- Wall Street Journal Bestseller List
- BusinessWeek Bestseller List
Every title
The full library.
All Business Is Personal
One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement
Technology amplifies human connection when it's designed to remove friction, not replace judgment — the One Medical playbook for leaders rebuilding trust in the AI era.
The New Gold Standard
5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company
Inside Ritz-Carlton's leadership system: the five principles behind "ladies and gentlemen serving ladies and gentlemen," and how to embed legendary service into a culture at scale.
The Starbucks Experience
Five Principles for Turning Ordinary into Extraordinary
The five principles Starbucks used to turn a commodity into a ritual — and how leaders apply them to make every customer feel seen, valued, and eager to come back.
Driven to Delight
Delivering World-Class Customer Experience the Mercedes-Benz Way
How Mercedes-Benz built a service standard worthy of its product — and the leadership discipline premium brands need to make every touchpoint live up to the logo.
The Airbnb Way
5 Leadership Lessons for Igniting Growth Through Loyalty, Community, and Belonging
Belonging, not transactions: the five leadership lessons behind Airbnb's growth through community, trust, and a relentless focus on making both hosts and guests feel at home.
The Zappos Experience
5 Principles to Inspire, Engage, and WOW
Why Zappos hires for culture first and empowers every employee to own the customer relationship — and how that approach translates to any business that lives or dies by loyalty.
Leading the Starbucks Way
5 Principles for Connecting with Your Customers, Your Products, and Your People
Scale without losing soul: the five principles Starbucks uses to protect culture, brand, and customer intimacy as it expands into new markets and channels.
Prescription for Excellence
Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System
How UCLA Health redesigned hospital care around clinical excellence and emotional healing — a playbook for healthcare leaders who refuse to trade outcomes for experience.
When Fish Fly
Lessons for Creating a Vital and Energized Workplace
How a Seattle fish market became a global symbol of energized, purpose-driven work — and the practices any team can borrow to turn a job into a calling.
Stronger Through Adversity
World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges
Crisis leadership lessons from 140+ Fortune 500 leaders who steered their companies through the pandemic — what they protected, what they changed, and what they'd never go back to.
Customer Magic
The Macquarie Technology Group Way
How Macquarie turned customer-centric innovation into a sustainable competitive moat — a case study in building a services business that customers defend on your behalf.
The MindChamps Way
How to Turn An Idea Into A Global Movement
How a Singapore-based education company grew an idea into a global movement — by aligning culture, customer experience, and purpose across every market it entered.
Next step
Off the shelf. On your stage.
Presentations draw on the research and experience behind these books.