Now, the principles that drive the culture and phenomenal success of Disney are disclosed in this fun, easy-to-read book. Based on interviews and discussions with past and present Disney employees, it reveals seven key lessons that can be applied in any company and provides powerful examples that will help employees at any level become more customer focused. You'll learn:
How Disney creates and sustains one of the most powerful corporate cultures ever
Whos the real competition for Disney and your company
How to get all employees to understand and believe that they play an important role
The type of feedback that is even more damaging than punishment and how to avoid this common trap
The special way Disney cast members learn teamwork and how you can put that into practice at your company
You'll also learn many insider secrets that will make you a hero to your children and a fun traveling companion on your next trip to the Magic Kingdom!
Some of the lessons youll take from Disney's powerful customer service culture include:
--How to track customer satisfaction like Tinkerbell and get real-time data and high response rates (page 70)
--How to use powerful methods like Disney's "Guest Service Fanatic" cards and the "Spirit of Disney Award" to recognize, celebrate, and reward quality work (pages 87 and 90)
--How to best respond to a question like "What time does the 3:00 parade start?" (page 126)
--How to model your selection and training on such successful programs as "Traditions," "Wish upon a Star," and "We've Come a Long Way, Mickey" (page 139)
--How to create a feeling of partnership with outside vendors so they become part of your team (page 163)
What makes this book really stand out is it is an easy, interesting book to read.
Tom Connellan does an excellent job of explaining what makes the Magic Kingdom Magic by distilling the ingredients of Disney's success into seven powerful lessons.
It also will make you think about taking a trip to the Magic Kingdom and finding all the Pixie Dust clues.
Interesting read. Thought provoking idea generator for improving customer service.Published 4 months ago by Jeff S.
This was such a fun read and I really enjoyed the group who showed up to take this guided tour and training that Walt Disney World assures all their own cast members go through to... Read morePublished 9 months ago by James L. Poling
If you have customers, read this book. The ideals presented are simplistic but true no matter what you do for business.Published 10 months ago by George Long
This is one of those customer service/management books that is not only easy but enjoyable to read. Although it is nearly 20 years old, it is still relevant and worth reading. Read morePublished 12 months ago by Andrew Stuart