The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd

When it comes to customer satisfaction, consistency is king—, not the customer.

While it’ has been proven that customer satisfaction can greatly impact many financial aspects of a business—, from cash flow to profitability and share price— that most companies have not considered the science behind customer service or built a system for it. With Mark Colgate’’s FAME model— standing for Framework, Accountability, Moments, and Endurance— companies and organizations will be able to differentiate themselves and create a unique approach that will communicate their service brand to their customers in a compelling, clear and memorable manner.

Mark’’s model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they’’re proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-caliber customer service for their organizations, boosting annual returns as a result.

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“Learning about the importance of the 3Rs and how to build a strong service system were new ideas that helped me see service in a different light. Chapters 2 and 3 were among my favourites and I especially loved the Whistler Chamber case study and how it showed that you can build great service throughout a whole community. Tie it all together with humour, years of research, case studies, random stories, and lived experiences… This is a great book!” Erin Beattie

Communications Officer, BCcampus

“Mark Colgate has documented in his book, The Science of Service everything you need to know to move your organization from good to great and great to greater. At Disney, we understand this well and that is why we are the number one vacation destination in the world. It’s never too late to get better. Adopt the Science of Service and you will Create Disney Magic for your customers too.”

Lee Cockerell

Executive Vice President (Retired and Inspired) , Walt Disney World® Resort and Author of four best-selling books, Creating Magic, The Customer Rules, Time Management Magic, and Career Magic

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Evaluate your FAME

Take the survey to evaluate the strengths and weaknesses of your service culture as related to the FAME model from the book.
3 reasons you should read The Science of Service: The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd: