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The Experience: The 5 Principles of Disney Service and Relationship Excellence
by Loeffler, Bruce; Church, Brian | HC | Good
US $9.13
Approximately£7.17
Condition:
“Missing dust jacket; Pages can have notes/highlighting. Spine may show signs of wear. ~ ”... Read moreAbout condition
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Estimated between Thu, 6 Jun and Mon, 10 Jun to 43230
Located in: Aurora, Illinois, United States
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eBay item number:145152937709
Item specifics
- Condition
- Good
- Seller notes
- Binding
- Hardcover
- Weight
- 1 lbs
- Product Group
- Book
- IsTextBook
- No
- ISBN
- 9781119028659
- Book Title
- Experience : the 5 Principles of Disney Service and Relationship Excellence
- Item Length
- 9.1in
- Publisher
- Wiley & Sons, Incorporated, John
- Publication Year
- 2015
- Format
- Hardcover
- Language
- English
- Item Height
- 1.4in
- Genre
- Business & Economics, Performing Arts
- Topic
- Film / Genres / Animated, Customer Relations, Development / General, Organizational Development
- Item Width
- 6.3in
- Item Weight
- 17.6 Oz
- Number of Pages
- 304 Pages
About this product
Product Information
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 Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others. Find "the experience" and what it means to the Organization Learn the five levels of experience, and why most companies fail at it Identify service problems that face every company in the marketplace Utilize the Experience Quotient and apply the I. C.A.R.E. principles Learn how to convert customers to ambassadors who share their story with others Customers are the lifeblood of business. A great product offering isn't enough in today's marketplace, where everyone's looking for an "experience." Imagine the kind of value a Disney-level customer experience could bring to your organization. The Experience is a guide to getting there, from an insider's perspective.
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
1119028655
ISBN-13
9781119028659
eBay Product ID (ePID)
204219566
Product Key Features
Book Title
Experience : the 5 Principles of Disney Service and Relationship Excellence
Format
Hardcover
Language
English
Topic
Film / Genres / Animated, Customer Relations, Development / General, Organizational Development
Publication Year
2015
Genre
Business & Economics, Performing Arts
Number of Pages
304 Pages
Dimensions
Item Length
9.1in
Item Height
1.4in
Item Width
6.3in
Item Weight
17.6 Oz
Additional Product Features
Lc Classification Number
Hf5415.5
Table of Content
Foreword Dr. Spencer Craig vii Acknowledgments ix Part I Preshow (Setting the Stage) 1 Chapter One The Experience Path: Why We Wrote the Book and How to Use It 3 Chapter Two The "I. C.A.R.E." Principles 8 Chapter Three Five Levels of the Experience: What Level Are You? 12 Part II Onstage (The Customer Interface) 23 Chapter Four Principle 1: Impression 25 Impression 1.1: Engage 30 Impression 1.2: Intentional 35 Impression 1.3: Senses 39 Impression 1.4: Emotion 45 Impression 1.5: Presentation 51 Impression 1.6: Professionalism 55 Impression 1.7: Pristine 60 Impression 1.8: Pride 65 Impression 1.9: Likeability 70 Impression 1.10: Consistency 75 Chapter Five Principle 2: Connection 78 Connection 2.1: Communication 82 Connection 2.2: Deliberate 86 Connection 2.3: Personalize 91 Connection 2.4: Affirmation 96 Connection 2.5: Knowledge 100 Connection 2.6: Interaction 104 Connection 2.7: Respect 108 Connection 2.8: Trust 111 Connection 2.9: Relationship 116 Connection 2.10: Finishing 120 Chapter Six Principle 3: Attitude 125 Attitude 3.1: Idealism 131 Attitude 3.2: Choice 135 Attitude 3.3: Desire 139 Attitude 3.4: Yes 144 Attitude 3.5: Happiness 148 Attitude 3.6: Optimism 152 Attitude 3.7: Expectations 157 Attitude 3.8: Persistence 161 Attitude 3.9: Ownership 166 Attitude 3.10: Illumination 171 Chapter Seven Principle 4: Response 176 Response 4.1: Detail 182 Response 4.2: Engagement 187 Response 4.3: Urgency 191 Response 4.4: Insight 195 Response 4.5: Empathy 198 Response 4.6: Process 202 Response 4.7: Adaptation 206 Response 4.8: Validation 212 Response 4.9: Anticipation 216 Response 4.10: Recovery 220 Part III Backstage (The Internal Interface) 225 Chapter Eight Principle 5: Exceptionals 227 Exceptionals 5.1: Culture 231 Exceptionals 5.2: Excellence 237 Exceptionals 5.3: Ethos 242 Exceptionals 5.4: Accountability 246 Exceptionals 5.5: Teaming 250 Exceptionals 5.6: Investment 256 Exceptionals 5.7: Training 260 Exceptionals 5.8: Development 266 Exceptionals 5.9: Extraordinary 271 Exceptionals 5.10: Enjoyment 277 Chapter Nine Finale: The One Level Challenge: What about You or Your Company Says, "I. C.A.R.E."? 281 Index 287
Copyright Date
2015
Lccn
2015-487399
Dewey Decimal
658.812
Intended Audience
Trade
Dewey Edition
23
Illustrated
Yes
Item description from the seller
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Thrift Books Global, LLC
TB Thrift Books
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Dvd arrived quickly and well packaged and taken care of. The item was listed as acceptable and met all of my needs but here's a quick description of what I got: Some wear is visible on the plastic sleeve on the outside of the case. The inside leaflet was still there! The disk has about 3 very notable scratches, although none are bigger than about 2 centimeters. Little to no grime anywhere on the product. Great service!
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Just received my order/Package and it was just as listed. There's no problems or concerns with this order and I look forward to doing more business with this company. Again Thanks For All Your Time And Help Sincerely Lawrence Lee Stratch Jr
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