The experience : the 5 principles of Disney service and relationship excellence / Bruce Loeffler and Brian T. Church.

Format:

Book

Author/Creator:

Loeffler, Bruce, author.

Church, Brian T., author.

Language:

English

Subjects (All):

Customer services.

Customer relations.

Walt Disney Company.

Walt Disney World (Fla.).

Physical Description:

1 online resource

Edition:

1st edition

Other Title:

5 principles of Disney service and relationship excellence

Five principles of Disney service and relationship excellence

Place of Publication:

Hoboken, New Jersey : Wiley, 2015.

System Details:

text file

Summary:

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.

Contents:

Part I PRESHOW 1 (Setting the Stage)

Chapter One The Experience Path: Why We Wrote the Book and How to Use It

Chapter Two The I. C.A.R.E. Principles

Chapter Three Five Levels of the Experience: What Level Are You?

Part II ONSTAGE (The Customer Interface)

Chapter Four Principle 1: Impression

Impression 1.1: Engage

Impression 1.2: Intentional

Impression 1.3: Senses

Impression 1.4: Emotion

Impression 1.5: Presentation

Impression 1.6: Professionalism

Impression 1.7: Pristine

Impression 1.8: Pride

Impression 1.9: Likeability

Impression 1.10: Consistency

Chapter Five Principle 2: Connection

Connection 2.1: Communication

Connection 2.2: Deliberate

Connection 2.3: Personalize

Connection 2.4: Affirmation

Connection 2.5: Knowledge

Connection 2.6: Interaction

Connection 2.7: Respect

Connection 2.8: Trust

Connection 2.9: Relationship

Connection 2.10: Finishing

Chapter Six Principle 3: Attitude

Attitude 3.1: Idealism

Attitude 3.2: Choice

Attitude 3.3: Desire

Attitude 3.4: Yes

Attitude 3.5: Happiness

Attitude 3.6: Optimism

Attitude 3.7: Expectations

Attitude 3.8: Persistence

Attitude 3.9: Ownership

Attitude 3.10: Illumination

Chapter Seven Principle 4: Response

Response 4.1: Detail

Response 4.2: Engagement

Response 4.3: Urgency

Response 4.4: Insight

Response 4.5: Empathy

Response 4.6: Process

Response 4.7: Adaptation

Response 4.8: Validation

Response 4.9: Anticipation

Response 4.10: Recovery

Part III BACKSTAGE

(The Internal Interface)

Chapter Eight Principle 5: Exceptionals

Exceptionals 5.1: Culture

Exceptionals 5.2: Excellence

Exceptionals 5.3: Ethos

Exceptionals 5.4: Accountability

Exceptionals 5.5: Teaming

Exceptionals 5.6: Investment

Exceptionals 5.7: Training

Exceptionals 5.8: Development

Exceptionals 5.9: Extraordinary

Exceptionals 5.10: Enjoyment

Chapter Nine Finale: The One Level Challenge: What about You or Your Company says, "I. C.A.R.E.?

Notes:

Includes index.

Description based on online resource; title from PDF title page (ebrary, viewed April 16, 2015).

ISBN:

9781119028772

1119028779

9781119153795

1119153794

9781119028673

1119028671

OCLC:

905854710