Winning at the Front-Line: Lessons in Creating the Ultimate Service Environment

“Brian’s book delivers on the promise its title makes. It’s 100% practical and 100% inspirational. Read it. Study it. Steal from it. Most importantly, do something with your team using the wisdom and stories you’ll find inside. At least one of them will become your north star!”

– Mike Wittenstein, Managing Partner, Storyminers

“Through his use of entertaining stories, Brian Dennis makes strong points that serve as tips, tactics, and strategies any business must have to deliver amazing customer service.”

– Shep Hyken, customer service expert and New York Times bestselling author of The Amazement Revolution

“Brian Dennis has always gone the extra mile for his customers and his teams. His brilliant guidance is cleverly weaved throughout the book. This is a must-read for any true customer experience leader’s library. Here at Marriott, our ‘Spirit to Serve’ culture is all about our guests having a great experience. Brian’s book, If the Customer’s the Copilot, You’re in the Wrong Seat, provides the lessons that help us deliver upon that experience.”

– Doug Ridge, General Manager, Gaylord National Event & Convention Center

“Brian Dennis presents the essence of sustainable customer service in this rapidly changing retail landscape, delivering easy-to-understand and easy-to-apply messages. At Cisco, we put the Customer First, and Brian really gets it!”

– Ron McEvoy, Cisco’s Business Transformation Group

“It’s been proven that what’s on the inside with employees shows up on the outside with customers. Here, Brian provides a playbook to increase customer and associate engagement and the results that come when this engagement is delivered deliberately and with the intention to honor both parties.”

– Jeanne Bliss, Founder and President of CustomerBliss and Co-Founder of the Customer Experience Professionals Association