The Experience: The 5 Principles of Disney Service and Relationship Excellence
By Bruce Loeffler and Brian Church
()
Currently unavailable
Currently unavailable
About this ebook
Bring Disney-level customer experience to your organization with insider guidance
The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience — the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles — Impression, Connection, Attitude, Response, and Exceptionals — give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the "customer experience" should be for your company, and the changes required to make it happen.
The Walt Disney Company is the most recognized name in the world for customer service. The "Disney Experience" draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others.
- Find "the experience" and what it means to the Organization
- Learn the five levels of experience, and why most companies fail at it
- Identify service problems that face every company in the marketplace
- Utilize the Experience Quotient and apply the I. C.A.R.E. principles
- Learn how to convert customers to ambassadors who share their story with others
Related to The Experience
Related ebooks
The Disney Way:Harnessing the Management Secrets of Disney in Your Company, Third Edition Rating: 4 out of 5 stars4/5Design Like Apple: Seven Principles For Creating Insanely Great Products, Services, and Experiences Rating: 3 out of 5 stars3/5The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry Rating: 4 out of 5 stars4/5The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World Rating: 0 out of 5 stars0 ratingsDriven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way Rating: 0 out of 5 stars0 ratingsDisney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees Rating: 4 out of 5 stars4/5Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience Rating: 0 out of 5 stars0 ratingsAmaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet Rating: 4 out of 5 stars4/5CX That Sings: An Introduction to Customer Journey Mapping Rating: 5 out of 5 stars5/5Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine Rating: 2 out of 5 stars2/5Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight Rating: 4 out of 5 stars4/5Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices That Ensure Success Rating: 4 out of 5 stars4/5The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share Rating: 4 out of 5 stars4/5The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary Rating: 4 out of 5 stars4/5The Apple Experience (PB) Rating: 4 out of 5 stars4/5The 4 Dimensions of Total Customer Service Rating: 0 out of 5 stars0 ratingsLegendary Service: The Key is to Care Rating: 5 out of 5 stars5/5Customer Experience Is the Brand: Getting in the Game Rating: 4 out of 5 stars4/5Transform Customer Experience: How to achieve customer success and create exceptional CX Rating: 0 out of 5 stars0 ratingsThe Zappos Experience: 5 Principles to Inspire, Engage, and WOW Rating: 4 out of 5 stars4/5Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty & Boost Profits Rating: 5 out of 5 stars5/5The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business Rating: 0 out of 5 stars0 ratingsThe Customer Loyalty Loop: The Science Behind Creating Great Experiences and Lasting Impressions Rating: 0 out of 5 stars0 ratingsCustomer Service In An Instant: 60 Ways to Win Customers and Keep Them Coming Back Rating: 0 out of 5 stars0 ratingsSummary of Disney Institute's Be Our Guest Rating: 5 out of 5 stars5/5
Business Development For You
Are You Fully Charged?: The 3 Keys to Energizing Your Work and Life Rating: 4 out of 5 stars4/5How to Start a Business for Beginners: A Complete Guide to Building a Successful & Profitable Business Rating: 5 out of 5 stars5/5Vending Revolution - How to Start & Grow a Vending Business at Any Age! Rating: 3 out of 5 stars3/5Business Plan Checklist: Plan your way to business success Rating: 5 out of 5 stars5/5Good to Great: Why Some Companies Make the Leap...And Others Don't Rating: 4 out of 5 stars4/5Simple Path to Wealth: Your Guide to Financial Freedom Rating: 0 out of 5 stars0 ratingsThe Magic of Tiny Business: You Don’t Have to Go Big to Make a Great Living Rating: 4 out of 5 stars4/5The E-Myth Contractor: Why Most Contractors' Businesses Don't Work and What to Do About It Rating: 4 out of 5 stars4/5The Hard Truth About Soft Skills: Soft Skills for Succeeding in a Hard Wor Rating: 3 out of 5 stars3/5Nolo’s Guide to Single-Member LLCs: How to Form & Run Your Single-Member Limited Liability Company Rating: 0 out of 5 stars0 ratingsUltralearning: Master Hard Skills, Outsmart the Competition, and Accelerate Your Career Rating: 4 out of 5 stars4/5Fear Less: Face Not-Good-Enough to Replace Your Doubts, Achieve Your Goals, and Unlock Your Success Rating: 5 out of 5 stars5/5Rocket Fuel Rating: 0 out of 5 stars0 ratingsSummary of Graham Cochrane's How to Get Paid for What You Know Rating: 0 out of 5 stars0 ratingsThe Second in Command: Unleash the Power of Your COO Rating: 0 out of 5 stars0 ratingsDon't Trust Your Gut: Using Data to Get What You Really Want in LIfe Rating: 3 out of 5 stars3/5The 30 Laws of Flow: Timeless Principles for Entrepreneurial Success Rating: 5 out of 5 stars5/5The $100 Startup by Chris Guillebeau: Summary and Analysis Rating: 4 out of 5 stars4/5Built to Last: Successful Habits of Visionary Companies Rating: 4 out of 5 stars4/5The Small Business Start-Up Guide: A Surefire Blueprint to Successfully Launch Your Own Business Rating: 5 out of 5 stars5/5The Crash Course: The Unsustainable Future of Our Economy, Energy, and Environment Rating: 5 out of 5 stars5/5Capital in the Twenty-First Century Rating: 4 out of 5 stars4/5The Rise of the Rest: How Entrepreneurs in Surprising Places are Building the New American Dream Rating: 5 out of 5 stars5/5Vivid Vision: A Remarkable Tool for Aligning Your Business Around a Shared Vision of The Rating: 4 out of 5 stars4/5Robert's Rules of Order: A comprehensive guide to Robert’s Rules of Order Rating: 5 out of 5 stars5/5Doughnut Economics: Seven Ways to Think Like a 21st-Century Economist Rating: 4 out of 5 stars4/5The Bezos Letters: 14 Principles to Grow Your Business Like Amazon Rating: 5 out of 5 stars5/5
Reviews for The Experience
0 ratings0 reviews