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Inside the Magic Kingdom : Seven Keys to Disney's Success Hardcover – March 25, 1997

4.6 out of 5 stars 96 customer reviews

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Frequently Bought Together

  • Inside the Magic Kingdom : Seven Keys to Disney's Success
  • +
  • Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A)
  • +
  • Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees
Total price: $41.50
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Editorial Reviews

From Booklist

Those who worry that corporations have become excessively big and powerful must still admit that firms such as McDonald's, Wal-Mart, and Disney have got at least one thing right. They know how to keep the customer satisfied and coming back for more! Connellan, a senior principal in a consulting firm specializing in customer loyalty and coauthor of Sustaining Knock Your Socks Off Service (1993), holds up Disney in particular as exemplary. Here he re-creates a fictional visit to Disney's Magic Kingdom to bring to life examples of the customer service concepts Disney practices. Connellan was neither encouraged nor authorized by Disney management to write this book, but he did attend a Disney University seminar in Lake Buena Vista, Florida, to learn more about the "Disney approach to leadership, people management, [and] service quality." David Rouse

From the Inside Flap

Disney is recognized and admired around the world. The company's remarkable success comes from its ability to keep customers coming back again and again. Almost 70 percent of Magic Kingdom guests are return visitors.

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)


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Product Details

  • Hardcover: 160 pages
  • Publisher: Peak Performance; 1 edition (March 25, 1997)
  • Language: English
  • ISBN-10: 1885167237
  • ISBN-13: 978-1885167231
  • Product Dimensions: 5.9 x 0.8 x 8.4 inches
  • Shipping Weight: 12.8 ounces (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (96 customer reviews)
  • Amazon Best Sellers Rank: #37,087 in Books (See Top 100 in Books)

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Top Customer Reviews

By Donald Mitchell HALL OF FAMETOP 500 REVIEWERVINE VOICE on May 15, 2000
Format: Hardcover
A number of years ago, I had the pleasure of leading a group of our clients to do a site visit at Walt Disney World to study the best practices employed there. During that session, I was struck that people who had been at Disney World as customers many times had failed to appreciate the management lessons of how the results are achieved.
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
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Format: Hardcover
The Walt Disney Company is famous for having an organization that is dedicated to customer service and quality of product. The author of this book has attempted to break down the culture and philosophy of Disney into seven easily understood lessons. Since I have not worked for Disney, I cannot judge how well the author did in his understanding of the Disney organization's culture and techniques, however, the seven lessons that he presents certainly make sense for any business environment.
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.
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Format: Hardcover
I'm always pleased when a former student lends me a book . . . that is how I came to read INSIDE THE MAGIC KINGDOM: SEVEN KEYS TO DISNEY'S SUCCESS by Tom Connellan . . . it is
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 ›
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Format: Hardcover
To read a book in a day and a half says a lot about the book to me. I could not put the book down. Being an incredible Disney fan, I found even more ways for me to enjoy the experience the next time I go. I also found a renewed spirit for giving extraordinary customer service. Working for a brokerage firm, I realize that it is not just place the trade and hope that that contact gave value to the customer. It is taking each individual contact and ensuring added value to that customer's experience. This book is a definate read for everyone in the customer service field. If you are in business, then you ARE in customer service. Take the time and read this book and then read it again, you won't be disappointed.
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