Service Rebellion
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| Infos : | Page Count : 329 |
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The Wolf Pack Standard
Most businesses are not losing customers because something broke. They are losing them because something quietly drifted. And it is happening in businesses of every size, from the sole trader to the global corporation, every single day.
Service Rebellion: The Wolf Pack Standard is not just a book for the person at the top. It is a book for every person in the business who touches a customer, because the standard either holds across the whole team or it does not hold at all.
In a global economy where consumer confidence is fragile, margins are under pressure, and customer loyalty has never been harder to earn or easier to lose, the businesses that survive and grow will be the ones that get this right.
It is the book that names what leaders have been feeling but could not explain. It identifies the eight invisible levels that customers are silently evaluating every time they deal with a business, and it gives every person in the organisation, from the sole operator to the CEO leading hundreds, a practical behavioural framework to stop the drift permanently.
This is not a customer service book about attitude, scripts, or slogans. It is a behavioural system. The kind leaders read and hand to their team and say, “We need to fix this.”
At the heart of the book is the Wolf Pack Standard, a way of operating where the experience holds under pressure because everyone owns the standard and nobody lets it slide.
Because customers do not experience your strategy. They experience your behaviour. And when behaviour drifts, so does everything else.
The problem this book addresses is not unique to any one country or industry. Behavioural drift, inconsistent customer experience, and the gap between what a business intends and what customers actually feel are universal challenges facing businesses everywhere. The Wolf Pack Standard translates across borders because human behaviour under pressure is the same whether you are running a business in São Paulo, Seoul, Stuttgart, or Singapore.
This is not a book about one market. It is a book about every business, in every market, that has ever watched a standard quietly slide and wondered why customers stopped coming back.
In a world where customers have more choices and less patience than ever before, Service Rebellion: The Wolf Pack Standard is the book every business owner, leader, and team member needs to read.
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Justin Herald
Justin Herald is an Australian entrepreneur, international keynote speaker, and bestselling author whose insights are drawn not from theory but from 30 years of building businesses in the real world.
At age 25, with just AUD$50, he founded Attitude Inc, a global lifestyle brand that grew into a licensing operation across 55 countries, generating over $37 million in annual turnover. He was later named International Entrepreneur of the Year and recognised as one of Australia's 50 most influential future leaders.
Service Rebellion: The Wolf Pack Standard is his ninth book. His previous eight titles were published through Allen & Unwin, one of Australia's most respected traditional publishers. Four of those titles achieved significant international translation success, with editions published in China, Indonesia, India, Brazil, and Russia, demonstrating proven cross-cultural appeal across diverse global markets.
Today, Justin delivers over 100 events annually, speaking to more than 80,000 business owners, leaders, and employees across conferences, corporate events, industry associations, and leadership summits throughout Australia and internationally. His presentations are known for combining directness, commercial insight, and practical implementation that audiences can apply immediately.
Service Rebellion addresses a challenge facing organisations in every country and every industry: the gradual behavioural drift that causes businesses to lose customer trust, loyalty, and advocacy without ever knowing why. Built around a universal framework called the Wolf Pack Standard, the book gives leaders a clear, replicable system for embedding consistent customer experience standards that hold under pressure, when things are busy, messy, and when nobody senior is in the room.
Since launch, the book has reached number 10 in Leadership Training and number 12 in Customer Re