Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.
To get the free app, enter your email address or mobile phone number.
Inside the Magic Kingdom : Seven Keys to Disney's Success Hardcover – March 25, 1997
See the Best Books of the Month
Want to know our Editors' picks for the best books of the month? Browse Best Books of the Month, featuring our favorite new books in more than a dozen categories.
Frequently Bought Together
Customers Who Bought This Item Also Bought
From the Inside Flap
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)
If you’re the author, publisher, or rights holder of this book, let ACX help you produce the audiobook.Learn more.
Top Customer Reviews
This wonderful book gives you an experience very similar to the one that my clients and I had on this visit. You will find out about the incredible attention to detail that provides the potential for a flawless customer experience, the fabulous underground city beneath the Magic Kingdom, the remarkable recruitment and training methods used to produce the show with such a fine cast, and the principles of personal responsibility that make it all work.
All of this is summarized into 7 simple lessons that you will have an easy time remembering. Each is rooted in Disney examples that will stick with you, making good hooks for remembering the principles.
But this is not just another In Praise of Disney book. The author spends considerable time taking the principles and suggesting how they should be applied in other kinds of businesses, both large and small. This is done both through having 5 executives taking the tour, each from their own perspective, but also by providing some guidance at the end about how to use the lessons.
The format of the book is somewhere between management fable and analyzed case study. Since it is neither and both, you will probably find this to be pleasant reading. I know I did.
Enjoy and apply! Then give yourself a trip to Disney World to do advanced study as a reward! Disney offers many seminars and educational opportunities to extend the lessons offered in this book. How to sign up for these is outlined in the book
I am always amazed at how studies of successful businesses reveal ideas that hardly seem earth shattering because they are so basic and appear to be simple common sense. However, these concepts need to be repeated over and over again. One such idea is to know your customers and keep them the focus of everything that you are doing. But in the business world of today, these common sense ideas seem to get lost in rush to make a business successful, which is odd because these are the very ideas that will make a business succeed.
This book was enjoyable to read and the lessons are presented to the reader in a series of entertaining and relaxed stories. After reading this book I felt a renewed commitment to the common sense ideas presented in this book. I recommend this book to anyone in business that would like to renew his or her own commitment to solid business concepts.
a fictionalized version of the experiences of a group of individuals who attend a Disney University seminar to learn that corporation's approach to customer service.
Though the approach is somewhat hokey, I nevertheless got a lot out of reading this short book that took me little over an hour to read--but left me thinking about it for a lot longe.
There were several passages that caught my attention:
* [Michael Eisner spoke to the class for a few minutes, then offered to answer questions. As he concluded his comments, he said, "No one ever wants to ask the first question, so who would like to ask the second question?" It got a small laugh, then the room filled with questions.
What a clever way to start questions flowing, thought Alan. Back
home, when he gathered people together for a meeting, it was
sometimes difficult to get them to open up. Eisner's approach,
on the other hand, immediately put people at ease.
* [to average at least three positive comments to one negative]
"Here's what you do. At the beginning of the day, put ten dimes
in your pocket or somewhere easily accessible.
"Every time you see someone doing well--paying attention to
detail, listening to customers, anything that helps wow your
customers--I want you to recognize that person for her
"After you're done so, move a dime to another pocket. The next
time you recognize someone, move another dime.
"Your goal is to get all ten dimes moved by the end of the day. Do
if for thirty days and see how things have changed.Read more ›
Most Recent Customer Reviews
Like knowing how Disney operates. It's interesting. Wish I had read this before our Magic Kingdom trip!Published 26 days ago by number1baba
This book is life changing, when I start my company, my staff will train and use this text as a guide and a reference point to give Exceptional Customer Service. Read morePublished 4 months ago by Tea
An easy to read look at what the focus on customer experience has done for Disney, and can do for companies who look to the details rather than the bottom line.Published 6 months ago by Ordinary user
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 7 months ago by Django
This is a great book that provides wonderful strategies and perspectives for building a great service business. I would recommend.Published 7 months 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 10 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 10 months ago by Andrew E. Cruz