Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the 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 25 years, thousands of professionals from more than 35 countries and more than 40 industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.
©2011 Disney Enterprises, Inc. (P)2015 Tantor
This book really should have ended after the first hour. I can sum up this book in three sentences. Disney focuses on detail. They built service into their business model and executed service areas with success. And finally they continuously improve all service areas and potential service areas. Everything else is repetitive and unnecessary. There's too much story telling about Disney and not enough emphasis on business application in other industries.
The book did a good job of explaining how Disney developed its culture of excellence, but I felt like the book was a little long winded and repetitive. I learned a few things from the book, so I do recommend it.
"Guestology" is fantastic. I would like to apply it to the employees I manage as well as the customers we serve. Disney proves that kindness, courtesy and care will create consistent success and happiness.
Fascinating business book and a terrific read (listen) for anyone working in customer service, customer experience, corporate strategy, and more. As a Disney fan, I really enjoyed it.
This book is an excellent learning experience upon which to build one's service delivery structure for one's company.
I will put many of the concepts I have learned in this book into our company's Service Delivery structure.
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