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Disney's Hollywood Studios: From Show Biz to Your Biz Paperback – April 27, 2014
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"Rebound" by Kwame Alexander
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There are plenty of books out there about Walt Disney World’s customer service practices that are interesting reads, but many of them are written by people with little experience inside the company. In some instances, that ‘outside looking in’ perspective can be very valuable. However, what I feel is more valuable is when they come from someone like Kober (who used to lead programs for the Disney Institute and pens the “Disney at Work” blog) or Lee Cockerell (who actually wrote the forward to one of Kober’s other books).
Bottom line: This is a must-have book if you want to narrow your focus on learning about the customer services practices of just one Disney theme park. Just remember: even if you don’t own a business, the things Walt Disney World does (about which Kober writes) are things of which everyone can take note.
Jeff doesn’t only tell of glowing successes, back-stories always have a few winding turns, but that makes the success all the more sweet. In Part Two: Echo Lake, talks about the risks Walt Disney took by embracing television. The “Ask Yourself” questions get right to the point: “What’s the last new idea I enacted?” is the first. They then move on to looking outward for fresh ideas, questioning the status quo, creating synergy with others, and wondering which opportunities are passing me by.
You don’t need to be in the center of Hollywood Studios to benefit from this book. You may never have been to anything Disney in your life. Jeff’s descriptions of the situations and strategies leading to the development will make perfect sense to you. The special added facts will flesh out some of the stories. But it is the questions Jeff urges you to ask yourself at the end of every section –ah it is those that will hit home. If you answer them honestly, you will find out whether you have been Leading Like A Star and Making Your Customer A Star or Leading Like A Black Hole and Making Your Customers Miserable!
Jeff closes the book with a brief story from the movie Saving Mr. Banks. Just like Walt wanted to bring hope for Mr. Banks’ life, so Jeff hopes “to restore Hope,. And Imagination. And Courage. And Possibilities.” If you or your business need any of those things today, or tomorrow, Jeff has given you some light for your journey in this book. Happy traveling, and as Jeff says, “See you at the movies!”