Shaw and Ivens have gathered some good lessons in how leaders in customer experiences have achieved their results, citing Amazon, Lexus, Pret a Manger, First Direct and others. In fact this book is a distillation of their interviews with CEO's in service businesses. You will find many of the same companies in another book, "Managing the Customer Experience"
For me the most relevant chapters are Chapter 2 The physical customer experience and Chapter 3 the emotional customer experience. I found the Moment map on page 39 a good analysis of a service experience from the customer's perspective setting out expectations, threats, opportunities to exceed physical and emotional expectations and an overview of the emotion at each stage in the customer experience. Any service business ought to have a clear idea of what emotion you aim to leave the customer with. People buy emotionally (and then justify with logic). Their big idea is that service organisations can differentiate by focusing on stimulating a particular planned emotion.
There are useful tips and pointers in the chapter on people - like suggestions on approaches that help to recruit staff who enjoy engaging with customers. Throughout, there are also lots of short quotations that you could use in presentations I guess. I'd like to have seen more on measurement and targets.
Another recommended book with insights on the customer experience and how to build relationships over time is "Customers that Count".