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The Experience: The 5 Principles of Disney Service and Relationship Excellence
US $15.76
Approximately£12.38
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Located in: Sparks, Nevada, United States
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Estimated between Fri, 7 Jun and Tue, 11 Jun to 43230
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eBay item number:285032412436
Item specifics
- Condition
- Publication Date
- 2015-04-20
- Pages
- 304
- 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
Business seller information
Alibris, Inc.
Rob Lambert
2560 9th St
Ste 215
94710-2565 Berkeley, CA
United States
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eBay item number:285032412436
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Sparks, Nevada, United States
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| Postage and packaging | To | Service | Delivery*See Delivery notes |
|---|---|---|---|
| Free postage | United States | Standard Shipping | Estimated between Fri, 7 Jun and Tue, 11 Jun to 43230 |
| US $5.50 (approx £4.32) | United States | Expedited Shipping | Estimated between Thu, 6 Jun and Sat, 8 Jun to 43230 |
| Dispatch time |
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Seller Feedback (461,054)
r***s (115)- Feedback left by buyer.
Past month
Verified purchase
Was sent the wrong item. I ordered a CD and I received an LP instead. Two different places on the description said that it was a used CD in good condition. When I emailed the seller about it I got a generic reply telling me that they would get to it when they can and that if I send a second message it will just delay the process. That is terrible customer service. If they have time to send me an email message at all then they have time to initiate a refund or to answer the question I asked.
l***o (18)- Feedback left by buyer.
Past 6 months
Verified purchase
The book arrived in a plastic envelope with not protection and unfortunately it looked like the book was damaged in transit because of it. The items original ETA was April 18th but arrived on April 22nd. I requested a refund after seeing the quality of the book and the seller responded with a full refund and an apology for the quality. I really appreciated the customer service but was sad to see the book not in the quality described.
0***m (43)- Feedback left by buyer.
Past month
Verified purchase
My sincere apologies, the item was not what I expected, (to NO FAULT of the SELLER at all.) It came in good condition however, I must’ve of misunderstood the description, I thought the names would be transliterated into English, but it's in Hebrew. I thought it would give the Hebrew meaning to the name/ places. Also I noticed that the dust jacket was different than the advertised photo. If I may, I'd like to request a refund please and continue my search... Kind regards.
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