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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)
Written on a seventh grade level, this book is highly insulting to any corps of employees with any level of post-secondary education. Read morePublished 1 month ago by Django
This is a great book that provides wonderful strategies and perspectives for building a great service business. I would recommend.Published 1 month ago by stuart schaefer
A 'must read" for all my staff. Here are the secrets of one of the best run organizations in the world!Published 3 months ago by Travelin' Guy
This is my second purchase of this book. Gifted the first one to a friend. If you are considering how to make great impressions through Customer Service, buy this!Published 4 months ago by Andrew E. Cruz
Written in the form of an easy to follow story, this book reveals some of the simple brilliance of Disney's Customer "Experience. Read morePublished 4 months ago by Rolan Peak
I am the purchaser of all items, but not always the user. I am only aware if there is a problem, if someone complains. There was no complaint on this item.Published 5 months ago by Susan Hoodak