Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A)
Be Our Guest: Perfecting the Art of Customer
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations. Be Our Guest highlights the successes many of these companies have achieved, plus the key processes and best practices that have made Disney a trusted and revered brand around the world for more than eighty-five years.
- Brand: Disney Editions
- ASIN: 1423145844
- UPC: 884595518405
The Wisdom of Walt: Leadership Lessons from the Happiest Place on Earth (Disneyland): Success Strategies for Everyone (from Walt Disney and Disneyland)
The Wisdom of Walt: Leadership Lessons from
PUT WALT TO WORK FOR YOU!How do you go from dreaming of a theme park to building one? Walt Disney laid the blueprint. Learn how he did it, and how his wisdom can guide you toward achieving the things that you dream of.The experts told Walt it'd never work. A giant theme park, where parents and children could play together? Crazy! So Walt put all of his money into this crazy dream of his. He put his reputation on the line. Anyone else would have quit, discouraged and disillusioned, but Walt built Disneyland. How did he go from dreaming to doing? And how can you do the same, no matter what your goal?In The Wisdom of Walt, Professor Jeffrey Barnes distills Walt Disney's vision, his knowledge, and his methods into a series of actionable lessons. Through historical vignettes about Disneyland, as well as plentiful examples and exercises, Barnes creates a framework through which you can apply Walt's wisdom to improve your career, your company, and your life. Learn to:•Listen to your "Walter ego" and start trusting yourself •Go "beyond the berm" with the secrets of Disneyland's success•Make a "Main Street impression" on everyone you meet•Create "E-ticket experiences" that keep them coming back for moreWITH THE WISDOM OF WALT, YOUR SUCCESS IS JUST A DREAM AWAY!
- ASIN: B012F0UDWM
Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney
Creating Magic: 10 Common Sense Leadership Strategies from
“It’s not the magic that makes it work; it’s the way we work that makes it magic.”The secret for creating “magic” in our careers, our organizations, and our lives is simple: outstanding leadership—the kind that inspires employees, delights customers, and achieves extraordinary business results. No one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World® Resort operations for over a decade. And in Creating Magic, he shares the leadership principles that not only guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise, but that also soon came to form the cultural bedrock of the world’s number one vacation destination. But as Lee demonstrates, great leadership isn’t about mastering impossibly complex management theories. We can all become outstanding leaders by following the ten practical, common sense strategies outlined in this remarkable book. As straightforward as they are profound, these leadership lessons include:Everyone is important.Make your people your brand. Burn the free fuel: appreciation, recognition, and encouragement. Give people a purpose, not just a job.Combining surprising business wisdom with insightful and entertaining stories from Lee’s...
- Brand: Cockerell, Lee
- ASIN: 0385523866
The Disney Way:Harnessing the Management Secrets of Disney in Your Company, Third Edition
The Disney Way:Harnessing the Management Secrets of Disney
“Dream, Believe, Dare, Do . . .”Though four simple words, this carefully crafted credo lies at the heart of Walt Disney’s enviable empire and has led The Walt Disney Company to prosperity for decades. As foremost experts on Disney, authors Bill Capodagli and Lynn Jackson return with an updated and expanded third edition of The Disney Way to show how organizations can incorporate this four-pillared credo to support any business, drive any team, and guide any leader to create immeasurable success.Profiling a new set of diverse organizations―such as TYRA Beauty, Rainbow Babies & Children’s Hospital, Ottawa County, Michigan, and Science Center of Iowa―the authors show how companies of any size, whether an entrepreneurial startup or a Fortune 500, can reach their utmost potential by embracing Walt Disney’s techniques to create a consumer-centric culture. They provide step-by-step actions on how to: • Give every member of your organization a chance to dream• Stand firm on your beliefs and principles• Treat your customers like guests• Support, enable, and reward employees• Build long-term relationships• Dare to take calculated risks• Train extensively and constantly• Align long-term vision with short-term execution• Utilize storyboarding techniques • Pa...
- ASIN: 1259583872
Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees
Disney U: How Disney University Develops the World's
With a Foreword by Jim Cora, former Chairman of Disneyland International "A leadership blueprint, applicable in any organization." -- Captain D. Michael Abrashoff, U.S. Navy (Ret.), and author of It's Your Ship"When I first arrived at The Walt Disney Company, I was surprised to find I had to go back to school--at Disney University! There, I learned the fundamentals of guest service that consistently gave Disney a tremendous advantage in the marketplace. Now, anyone can know these secrets of success thanks to Doug Lipp's informative book. No matter what your business, the lessons taught at DisneyUniversity will prove invaluable." -- Michael Eisner, Former CEO and Chairman, The Walt Disney CompanyWhen it comes to world-class employees, few organizations rival Disney. Famous for their friendliness, knowledge, passion, and superior customer service, Disney's employees have been fueling the iconic brand's wild success for more than 50 years.How has Disney succeeded in maintaining such a powerful workforce for so many years? Why are so many corporations and executives drawn to study how Disney continues to exemplify service and leadership standards?The Disney University, founded by Van France, trains the supporting cast that helps create the world-famous Disney Magic. Now, for the firs...
- Brand: McGraw-Hill
- ASIN: 0071808078
The Business of Walt Disney and the Nine Principles of His Success
The Business of Walt Disney and the Nine
A New Perspective on Walt DisneyWalt Disney is justly famous as an animator, a builder of theme parks, and a creative genius. He was also a businessman, even though he disliked business. In this definitive and extensively researched book, you'll meet a lesser-known side of Walt Disney—his business side.From his paper routes as a kid growing up in Kansas City, to his films and his theme parks, Walt Disney has always been a businessman. But he's seldom seen as one. Most people believe that Walt's unique genius, coupled with a limitless supply of "pixie dust", led to his many effortless triumphs. Of course that's wrong.Walt always struggled with business and financial issues. He wasn't good at solving those issues, but he was able to transcend them. Walt didn't care about corporate hierarchy, about safe investments, or even about turning a profit for the sake of turning a profit—in fact, he turned his back on the conventional wisdom of how to run and expand a business. And yet he became one of the most successful businessmen of the 20th century.How did he manage it? Barry Linetsky spent several years penetrating the pixie dust. His magisterial history of Walt Disney, the businessman, starts with the first dollar Walt ever earned and examines in detail how he built his empire, an...
- ASIN: 1683900588
Customer Service Tip of the Week: Over 52 ideas and reminders to sharpen your skills
Customer Service Tip of the Week: Over 52
Reinforce your customer service skills! The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques. Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport, exceed customer expectations, and solve tough problems. Select tips by category, by specific challenge, or just go in order. Each tip includes a short explanation plus practical suggestions. Focus on one tip per week to sharpen your skills over time. Customer service leaders will find additional resources for sharing the tips with your team!
- ASIN: 0692154140
The Big Book of Customer Service Training Games: Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who Deals with Customers (Big Book Series)
The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
The Service Culture Handbook: A Step-by-Step Guide to
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.In short, imagine a workplace culture where employees were absolutely obsessed with customer service.The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You’ll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service.Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction.Praise for The Service Culture Handbook:"The Service Culture Handbook provides ...
- ASIN: B06XZZBDZF
Disney's "secret Sauce": The Little-Known Factor Behind the Business World's Most Legendary Leadership
Disney's "secret Sauce": The Little-Known Factor Behind the
For decades, Disney's leadership model has been a source of great interest and fascination, and certainly the subject of countless books on the subject. Though much has been written and taught about Walt's philosophy and practices, as well as those of his successors, one essential element in the paradigm has been overlooked or assigned little importance. This book, written by a veteran of thousands of Disney Institute leadership programs before nearly three-quarters of a million professionals, rectifies the situation, detailing for the first time the little known factor that serves as yet another piece of Disney's transformational thinking. For anyone aspiring to contribute to a far better business model and an exceptional workplace culture, this is the place to start.
- ASIN: 0692166157
Walt Disney: A Life From Beginning to End (Biographies of Business Leaders)
Walt Disney: A Life From Beginning to End
Walt DisneyThe name Disney is celebrated throughout the world because of its association with blockbuster animated films and most especially iconic cartoon characters. Just about everyone on the planet, regardless of time, place, or culture, has at one time or another become acquainted with Mickey Mouse, Donald Duck, and everybody’s favorite anthropomorphic dog, Goofy. These are the characters that we know and love. Inside you will read about...- Humble Beginnings- Serving in World War I- Disney, Iwerks, and Innovation- The Lucky Rabbit and Mickey Mouse- The Road to Success- Disney During World War IIAnd much more!In recent years Disney has become set to become even larger by adopting a new host of characters from George Lucas’ Star Wars franchise. It seems that the name Disney, even 50 some years after Walt Disney’s death, is destined to get even bigger. But as much as we can associate the name Disney with these incredible films, it is amazing how little most people know about Walt Disney himself. Few know of Disney’s humble upbringing in rural America, learning to draw farm animals and flowers. Very few know the origin of Mickey Mouse, and even fewer know of the role that Donald Duck played during the war effort of World War II. Come along as we present to you a tale ju...
- ASIN: 1985114178
Extra Mile: 500 Customer Service Tips for Success: Tools to Attract, Satisfy, & Retain Even the Most Difficult Customer
Extra Mile: 500 Customer Service Tips for Success:
The Comprehensive Guide to Customer Service For The 21st Century Even the most successful companies need their customers happy and to keep coming back for more. Whether you're just starting your business and want to lock up great customer service procedures, or you're an established company looking to revamp your customer service to answer new market needs, Extra Mile is the resource for you. Unlike other books that are brimming with irrelevant and outdated information, Extra Mile offers: 500 essential tips, including: Real-Life Scenarios, Crisis Management, and Building Customer LoyaltyIntel into the customer service secrets of business giants, such as American Express, Southwest Airlines, and Ritz-Carlton HotelsA section dedicated to providing excellent customer service onlineA list of 50 Things Never to Do, to help avoid conflict and negative reviews Get ahead of the pack by learning how great customer service equals customer retention.
- ASIN: 1623155940
The Experience: The 5 Principles of Disney Service and Relationship Excellence
The Experience: The 5 Principles of Disney Service
Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience — the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles — Impression, Connection, Attitude, Response, and Exceptionals — give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the "customer experience" should be for your company, and the changes required to make it happen. The Walt Disney Company is the most recognized name in the world for customer service. The "Disney Experience" draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Expe...
- ASIN: 1119028655
Building a StoryBrand: Clarify Your Message So Customers Will Listen
Building a StoryBrand: Clarify Your Message So Customers
New York Times best-selling author Donald Miller uses the seven universal elements of powerful stories to teach listeners how to dramatically improve how they connect with customers and grow their businesses.Donald Miller's StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides listeners with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services. Building a StoryBrand does this by teaching listeners the seven universal story points all humans respond to, the real reason customers make purchases, how to simplify a brand message so people understand it, and how to create the most effective messaging for websites, brochures, and social media.Whether you are the marketing director of a multibillion-dollar company, the owner of a small business, a politician running for office, or the lead singer of a rock band, Building a StoryBrand will forever transform the way you talk about who you are, what you do, and the unique value you bring to your customers.X
- Brand: HarperCollins Christian Pub.
- ASIN: 0718033329
Creativity, Inc.: Overcoming the Unseen Forces That Stand in the Way of True Inspiration
Creativity, Inc.: Overcoming the Unseen Forces That Stand
From a co-founder of Pixar Animation Studios—the Academy Award–winning studio behind Coco, Inside Out, and Toy Story—comes an incisive book about creativity in business and leadership for readers of Daniel Pink, Tom Peters, and Chip and Dan Heath. NEW YORK TIMES BESTSELLER | NAMED ONE OF THE BEST BOOKS OF THE YEAR BY The Huffington Post • Financial Times • Success • Inc. • Library JournalCreativity, Inc. is a manual for anyone who strives for originality and the first-ever, all-access trip into the nerve center of Pixar Animation—into the meetings, postmortems, and “Braintrust” sessions where some of the most successful films in history are made. It is, at heart, a book about creativity—but it is also, as Pixar co-founder and president Ed Catmull writes, “an expression of the ideas that I believe make the best in us possible.” For nearly twenty years, Pixar has dominated the world of animation, producing such beloved films as the Toy Story trilogy, Monsters, Inc., Finding Nemo, The Incredibles, Up, WALL-E, and Inside Out, which have gone on to set box-office records and garner thirty Academy Awards. The joyousness of the storytelling, the inventive plots, the emotional authenticity: In some ways, Pixar movies are an object lesson in what creativity ...
- Brand: Random House
- ASIN: 0812993012