
Ken Blanchard, Kathleen Riley Cuff, Victoria Halsey
A comprehensive guide to creating exceptional customer service through genuine care and the ICARE model framework.
The ICARE model introduced in the book stands for Ideal Service, Culture of Service, Attentiveness, Responsiveness, and Empowerment.
Section 1
6 Sections
Imagine stepping into a store where the atmosphere feels warm and welcoming, not because of fancy decor or flashy advertisements, but because the people truly care about you. This is the essence of legendary service — it’s not about the products on the shelves or the rules posted on the wall, but about the heartfelt connection between the service provider and the customer.
Consider the story of a young retail employee who, despite working at a discount store known for mediocre service, chooses to stop and help a frazzled mother load groceries while managing her twins. This small act of kindness changes the customer's day and renews her faith in the store. Such moments are the building blocks of legendary service.
Yet, many organizations struggle to embrace this simplicity. They focus on rigid policies, like refusing returns without receipts or enforcing strict rules, which often alienate customers. But when an employee takes the initiative to show empathy and kindness, it creates a lasting impression.
As we begin this journey through the principles of legendary service, remember that the foundation is genuine care — it’s the heart that beats beneath every great customer experience. The stories and lessons ahead will show how this care can be cultivated, sustained, and empowered across organizations, transforming not just customers’ lives but also the people who serve them.
Now, let’s explore how this care grows into a living culture within organizations, shaping behaviors and driving success.
7 more insights available in app
Unlock all 6 sections, 8 insights, full audio, and interactive mind map in the SnapBooks app.
Discover how a simple yet powerful framework transforms ordinary service into unforgettable experiences.
Read articleAvoid common pitfalls in customer service by adopting a proven framework that empowers your team and delights customers.
Read article
Patricia Pulliam Phillips and Jack J. Phillips

Scott Tannenbaum and Eduardo Salas

J.J. Sutherland

Eric Schmidt, Jonathan Rosenberg, and Alan Eagle