El cliente pone las reglas: Las 39 normas esenciales para brindar un servicio excepcional" by Lee Cockerell, former EVP of Walt Disney World, emphasizes the importance of excellent customer service for business success. The book outlines 39 rules for providing exceptional service, ensuring customer satisfaction and loyalty. These rules cover various aspects of customer interaction, from valuing customer feedback to empowering employees to meet customer needs effectively. The book is available in Spanish