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Be Our Guest
- Perfecting the Art of Customer Service
- Narrado por: Barry Abrams
- Duración: 5 h y 26 m
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Be Our Guest
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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.
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Historia4.5 out of 5 stars 131
In a tight market, your most powerful growth engine - and your best protection from competitive inroads - is this: Put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand.
In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.
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5 out of 5 stars
-
Great book, recommended!
- De KLD en 07-03-15
De: Leonardo Inghilleri, y otros
-
Designing for Growth
- A Design Thinking Tool Kit for Managers
- De: Jeanne Liedtka, Tim Ogilvie
- Narrado por: Nicol Zanzarella
- Duración: 6 h y 35 m
- Versión completa
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General4 out of 5 stars 102
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Narración:4 out of 5 stars 86
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Historia4 out of 5 stars 85
Jeanne Liedtka and Tim Ogilvie educate listeners on one of the hottest trends in business development: "design thinking", or the ability to turn abstract ideas into practical applications for maximal business growth. Jeanne Liedtka's recent book, The Catalyst: How YOU Can Lead Extraordinary Growth, was named a Top Innovation and Design Thinking Book by Business Week. Tim Ogilvie has been hailed as a visionary for his pioneering contributions to service innovation, business model innovation, and customer experience design.
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4 out of 5 stars
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Audiobook requires regular book
- De GoingGoingGone... en 07-01-18
De: Jeanne Liedtka, y otros
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The New Gold Standard
- 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 12 m
- Versión completa
-
General4.5 out of 5 stars 506
-
Narración:4.5 out of 5 stars 417
-
Historia4.5 out of 5 stars 415
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization.
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4 out of 5 stars
-
Very good information
- De Sand Storm IR.Tools Technology en 09-06-15
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What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- De: Nicholas J. Webb
- Narrado por: James Foster
- Duración: 7 h y 1 m
- Versión completa
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General4.5 out of 5 stars 173
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Narración:4.5 out of 5 stars 158
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Historia4.5 out of 5 stars 157
The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success
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5 out of 5 stars
-
Must read if you are looking for a way to improve your business
- De Anonymous User en 05-06-20
De: Nicholas J. Webb
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Solving Problems with Design Thinking
- Ten Stories of What Works
- De: Jeanne Liedtka, Andrew King, Kevin Bennett
- Narrado por: Dina Pearlman
- Duración: 7 h y 19 m
- Versión completa
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General4 out of 5 stars 91
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Narración:4 out of 5 stars 79
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Historia4 out of 5 stars 80
Design-oriented firms such as Apple and IDEO have demonstrated how design thinking can directly affect business results. Yet most managers lack a real sense of how to put this new approach to use for issues other than product development and sales growth. Solving Problems with Design Thinking details 10 real-world examples of managers who successfully applied design methods at 3M, Toyota, IBM, Intuit, and SAP; entrepreneurial start-ups such as MeYou Health; and government and social sector organizations.
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5 out of 5 stars
-
Excellent book for design thinkers
- De Amazon Customer en 11-16-16
De: Jeanne Liedtka, y otros
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Joy, Inc.
- How We Built a Workplace People Love
- De: Richard Sheridan
- Narrado por: Tim Andres Pabon
- Duración: 7 h y 28 m
- Versión completa
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General4.5 out of 5 stars 304
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Narración:4.5 out of 5 stars 271
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Historia4.5 out of 5 stars 265
Joy, Inc. offers an inside look at how Sheridan and Menlo created a joyful culture, and shows how any organization can follow their methods for a more passionate team and sustainable, profitable results. Sheridan also shows how to run smarter meetings and build cultural training into your hiring process. Joy, Inc. offers an inspirational blueprint for listeners in any field who want a committed, energizing atmosphere at work - leading to sustainable business results.
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5 out of 5 stars
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Hey Menlo.
- De Stacey Colón en 03-25-16
De: Richard Sheridan
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High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- De: Micah Solomon
- Narrado por: Micah Solomon, Sean Pratt
- Duración: 6 h y 7 m
- Versión completa
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General4 out of 5 stars 81
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Narración:4.5 out of 5 stars 69
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Historia4 out of 5 stars 70
In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.
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5 out of 5 stars
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This is the book that cracks the code!
- De Nick Morgan en 04-30-13
De: Micah Solomon
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The Commitment Engine
- Making Work Worth It
- De: John Jantsch
- Narrado por: John Jantsch
- Duración: 6 h y 17 m
- Versión completa
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General4.5 out of 5 stars 36
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Narración:4.5 out of 5 stars 28
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Historia4.5 out of 5 stars 28
The small-business guru behind Duct Tape Marketing and The Referral Engine teaches listeners how to establish lasting commitment in their employees, customers, and businesses. Why are some companies able to generate committed, long-term customers while others struggle to stay afloat? Why do the employees of some organizations fully dedicate themselves while others punch the clock without enthusiasm?
De: John Jantsch
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Glimmer
- How Design Can Transform Your Life and Maybe Even the World
- De: Warren Berger
- Narrado por: Ax Norman
- Duración: 10 h y 14 m
- Versión completa
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General4 out of 5 stars 72
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Narración:4 out of 5 stars 38
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Historia4 out of 5 stars 39
The first book to reveal how thinking like a designer can help solve the greatest challenges we face in business, society, and our daily lives. What can we learn from the ways great designers think-and how can it improve our world? In this highly original book by journalist Warren Berger, in collaboration with celebrated designer Bruce Mau, ten groundbreaking principles of design are shown in action-addressing business, social, and personal challenges and improving the way we think, work, and live.
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2 out of 5 stars
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not for those who know about design thinking...
- De Pierre en 09-06-10
De: Warren Berger
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The Customer Service Revolution
- Overthrow Conventional Business, Inspire Employees, and Change the World
- De: John R. DiJulius III
- Narrado por: Joel Richards
- Duración: 4 h y 54 m
- Versión completa
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General5 out of 5 stars 31
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Narración:5 out of 5 stars 27
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Historia5 out of 5 stars 27
In The Customer Service Revolution, DiJulius points out how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the customer - which ultimately permeates into people’s personal lives at home and in their communities.
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5 out of 5 stars
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Must Read!
- De Jennifer Ringenberg en 06-05-23
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- De: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrado por: Matthew Dixon, Nick Toman, Rick DeLisi
- Duración: 6 h y 37 m
- Versión completa
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General4.5 out of 5 stars 108
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Narración:4.5 out of 5 stars 87
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Historia4.5 out of 5 stars 86
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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5 out of 5 stars
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If you are a CXer, you have to read/listen to it
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
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Moments of Impact
- How to Design Strategic Conversations That Accelerate Change
- De: Chris Ertel, Lisa Kay Solomon
- Narrado por: Sean Pratt
- Duración: 7 h y 32 m
- Versión completa
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General4 out of 5 stars 69
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Narración:4.5 out of 5 stars 59
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Historia4 out of 5 stars 59
Moments of Impact is an audiobook on a mission: to eradicate time-sucking, energy-depleting workshops and meetings. In our fast-changing world, organizations have important challenges and opportunities to address - and no time to waste. Moments of Impact delivers the single most useful resource for managers and leaders who need better strategic conversation - now - to shape the future of their organizations.
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3 out of 5 stars
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Another audiobook failure. Buy the real book
- De Jonathan en 02-08-15
De: Chris Ertel, y otros
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Peak
- How Great Companies Get Their Mojo from Maslow (Revised and Updated)
- De: Chip Conley
- Narrado por: Brian Sutherland
- Duración: 10 h y 28 m
- Versión completa
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General4.5 out of 5 stars 70
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Narración:4.5 out of 5 stars 61
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Historia4.5 out of 5 stars 62
Peak is the popular, transformative guide to doing business better, written by a seasoned entrepreneur/CEO who has disrupted his favorite industry not once but twice. Author Chip Conley, founder and former CEO of one of the world's largest boutique hotel companies, turned to psychologist Abraham Maslow's Hierarchy of Needs at a time when his company was in dire need.
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1 out of 5 stars
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Presentation and attention to detail matter
- De Stephen Estelle en 11-05-19
De: Chip Conley
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Jobs to Be Done
- A Roadmap for Customer-Centered Innovation
- De: Stephen Wunker, David Farber, Jessica Wattman
- Narrado por: Tim Andres Pabon
- Duración: 4 h y 52 m
- Versión completa
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General4 out of 5 stars 111
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Narración:4 out of 5 stars 89
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Historia4 out of 5 stars 90
Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services, and helps you generate creative opportunities to innovate your way to success.
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2 out of 5 stars
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YouTube talks are better.
- De BizTech Readings en 12-27-16
De: Stephen Wunker, y otros
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Little Bets
- How Breakthrough Ideas Emerge from Small Discoveries
- De: Peter Sims
- Narrado por: John Allen Nelson
- Duración: 5 h y 2 m
- Versión completa
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General4 out of 5 stars 353
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Narración:4.5 out of 5 stars 283
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Historia4 out of 5 stars 281
What do Apple CEO Steve Jobs, comedian Chris Rock, prize-winning architect Frank Gehry, the story developers at Pixar films, and the Army Chief of Strategic Plans all have in common? Best-selling author Peter Sims found that all of them have achieved breakthrough results by methodically taking small, experimental steps in order to discover and develop new ideas.
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4 out of 5 stars
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Useful approach, not for everyone
- De Tad Davis en 08-15-11
De: Peter Sims
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One Little Spark!
- Mickey's Ten Commandments and the Road to Imagineering
- De: Marty Sklar
- Narrado por: Jeff Cummings
- Duración: 5 h y 45 m
- Versión completa
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General4.5 out of 5 stars 215
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Narración:4.5 out of 5 stars 200
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Historia4.5 out of 5 stars 197
We've all read about the experts: the artists, the scientists, the engineers - that special group of people known as Imagineers for The Walt Disney Company. But who are they? How did they join the team? What is it like to spend a day in their shoes?
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4 out of 5 stars
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More like a collection of emails.
- De J en 02-19-18
De: Marty Sklar
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Primal Branding
- Create Zealots for Your Brand, Your Company, and Your Future
- De: Patrick Hanlon
- Narrado por: Alan Sklar
- Duración: 7 h y 50 m
- Versión completa
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General4 out of 5 stars 375
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Narración:4.5 out of 5 stars 280
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Historia4 out of 5 stars 279
What is it that made Starbucks an overnight sensation and separated it from other coffee house companies? Why do many products with great product innovation, perfect locations, terrific customer experiences, even breakthrough advertising, fail to get the same visceral traction in the marketplace as brands like Apple and Nike?
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4 out of 5 stars
-
Good book, hard to stay interested
- De Axiom Brevity en 11-21-16
De: Patrick Hanlon
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- How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees
- De: Doug Lipp
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In helping Walt Disney create “The Happiest Place on Earth”, Van France and his team started a business revolution in 1955 that eventually became the Disney University - the employee training and development program that powers one of the most famous brands on earth. Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney U. The book reveals the heart of the Disney culture and describes the company's values and operational philosophies that support the world-famous Disney brand.
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4 out of 5 stars
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Very interesting
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The Service Culture Handbook
- A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
- De: Jeff Toister
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General4.5 out of 5 stars 21
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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.
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5 out of 5 stars
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Good Book
- De Anonymous User en 12-10-23
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Creating Magic
- 10 Common Sense Leadership Strategies from a Life at Disney
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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.
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5 out of 5 stars
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Brilliant, simple, lessons on leadership
- De Garrett en 10-16-10
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The Customer Rules
- The 39 Essential Rules for Delivering Sensational Service
- De: Lee Cockerell
- Narrado por: Lee Cockerell
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General4.5 out of 5 stars 445
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The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.
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2 out of 5 stars
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Content is Great but Narrator Puts You to Sleep
- De Anonymous User en 08-30-18
De: Lee Cockerell
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The Hidden Magic of Walt Disney World, 3rd Edition
- Over 600 Secrets of the Magic Kingdom, EPCOT, Disney's Hollywood Studios, and Disney's Animal Kingdom
- De: Susan Veness
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- Duración: 8 h y 21 m
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General4.5 out of 5 stars 19
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Narración:4.5 out of 5 stars 17
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Historia4.5 out of 5 stars 17
Whether it’s your first or 50th visit to Walt Disney World, you’ll be surprised at how much you can miss during your trip. Including all-new information on Toy Story Land, Star Wars: Galaxy’s Edge, and Mickey and Minnie’s Runaway Railway, The Hidden Magic of Walt Disney World, 3rd Edition will inspire you to relive the magic year after year!
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3 out of 5 stars
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this is just a timelilne of disney
- De Tammy Krick en 10-21-21
De: Susan Veness
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The Nordstrom Way to Customer Experience Excellence, 3rd Edition
- Creating a Values-Driven Service Culture
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In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.
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5 out of 5 stars
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Inspiring
- De Carrie Brinton en 01-02-19
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Disney U
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General4.5 out of 5 stars 12
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In helping Walt Disney create “The Happiest Place on Earth”, Van France and his team started a business revolution in 1955 that eventually became the Disney University - the employee training and development program that powers one of the most famous brands on earth. Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney U. The book reveals the heart of the Disney culture and describes the company's values and operational philosophies that support the world-famous Disney brand.
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4 out of 5 stars
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Very interesting
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The Service Culture Handbook
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General4.5 out of 5 stars 21
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Historia4.5 out of 5 stars 17
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.
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5 out of 5 stars
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Good Book
- De Anonymous User en 12-10-23
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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.
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5 out of 5 stars
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Brilliant, simple, lessons on leadership
- De Garrett en 10-16-10
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The Customer Rules
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The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.
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2 out of 5 stars
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Content is Great but Narrator Puts You to Sleep
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Whether it’s your first or 50th visit to Walt Disney World, you’ll be surprised at how much you can miss during your trip. Including all-new information on Toy Story Land, Star Wars: Galaxy’s Edge, and Mickey and Minnie’s Runaway Railway, The Hidden Magic of Walt Disney World, 3rd Edition will inspire you to relive the magic year after year!
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3 out of 5 stars
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this is just a timelilne of disney
- De Tammy Krick en 10-21-21
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The Nordstrom Way to Customer Experience Excellence, 3rd Edition
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Narración:4.5 out of 5 stars 139
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In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization - in any industry - in every corner of the world.
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5 out of 5 stars
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Inspiring
- De Carrie Brinton en 01-02-19
De: Robert Spector, y otros
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How’s the Culture in Your Kingdom?
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- Duración: 6 h y 8 m
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General5 out of 5 stars 51
-
Narración:5 out of 5 stars 46
-
Historia5 out of 5 stars 46
Author Dan Cockerell started his Disney journey as a parking attendant. Over the next 26 years and 19 different jobs, he became the vice president of the biggest theme park in the world, The Magic Kingdom Park. During the course of his Disney career, Dan learned many life and leadership lessons, and teaches those learnings within How's the Culture in Your Kingdom? Dan explains how to lead yourself and how to lead your team and organization by using relevant stories and practical examples from his 26-year Disney leadership journey.
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5 out of 5 stars
-
Very much like his father's message.
- De Jeremy en 02-28-23
De: Dan Cockerell
-
The New Gold Standard
- 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 12 m
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General4.5 out of 5 stars 506
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Narración:4.5 out of 5 stars 417
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Historia4.5 out of 5 stars 415
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization.
-
4 out of 5 stars
-
Very good information
- De Sand Storm IR.Tools Technology en 09-06-15
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Powerful Phrases for Effective Customer Service
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- De: Renee Evenson
- Narrado por: Kelly D’Ambrosio
- Duración: 7 h y 58 m
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General1 out of 5 stars 1
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Narración:0 out of 5 stars 0
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Let's face it, dealing with customers isn't easy. They aren't always right—or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach you how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction.
De: Renee Evenson
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Time Management Magic
- How to Get More Done Every Day and Move from Surviving to Thriving
- De: Lee Cockerell
- Narrado por: Jody Maberry
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General4.5 out of 5 stars 112
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Narración:4.5 out of 5 stars 99
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Historia4.5 out of 5 stars 96
During Lee Cockerell’s career at Disney as the senior operating executive of Walt Disney World Resorts, he led a team of 40,000 cast members (employees) and was responsible for the operations of 20 resort hotels, four theme parks, and two water parks. As you can imagine, Lee had to become a time-management expert, first as a means of survival and then as a way to help others make the best use of their time. The time-management secrets he developed have become one of his most requested corporate-training lectures and are now available to you in this tell-all audiobook.
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2 out of 5 stars
-
Dull writer but Terrible narrator
- De Sam Long en 01-12-23
De: Lee Cockerell
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Buying Disney's World
- The Story of How Florida Swampland Became Walt Disney World
- De: Aaron Goldberg
- Narrado por: Susan L. Crawford
- Duración: 4 h y 39 m
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General4.5 out of 5 stars 150
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Narración:4.5 out of 5 stars 124
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Historia4.5 out of 5 stars 124
In November of 1965, after numerous months of speculation surrounding a mystery industry that had been purchasing large amounts of land in central Florida, Walt Disney finally put an end to the rumors. He announced to the public his grandiose plans for the thousands of acres he had secretly purchased. For the 18 months prior to the announcement, Walt entrusted a small group of men to covertly make these purchases.
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4 out of 5 stars
-
Walt
- De Anonymous User en 02-04-22
De: Aaron Goldberg
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- De: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrado por: Matthew Dixon, Nick Toman, Rick DeLisi
- Duración: 6 h y 37 m
- Versión completa
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General4.5 out of 5 stars 108
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Narración:4.5 out of 5 stars 87
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Historia4.5 out of 5 stars 86
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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5 out of 5 stars
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If you are a CXer, you have to read/listen to it
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
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Hug Your Haters
- How to Embrace Complaints and Keep Your Customers
- De: Jay Baer
- Narrado por: Jay Baer
- Duración: 5 h y 36 m
- Versión completa
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General4.5 out of 5 stars 236
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Narración:4.5 out of 5 stars 200
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Historia4.5 out of 5 stars 200
Technology has evaporated the barriers of complaint. With smartphones and always-on Internet access, consumers complain more often and across more channels, many of them public. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Jay Baer and Edison Research conducted a landmark study of more than 2,000 consumers and found that not all complainers ("haters") are created equal.
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1 out of 5 stars
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Such a waste of time
- De hadi maghsoudi en 03-19-16
De: Jay Baer
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The Disney Way, Third Edition
- Harnessing the Management Secrets of Disney in Your Company
- De: Bill Capodagli, Lynn Jackson
- Narrado por: Gary Regal
- Duración: 11 h y 43 m
- Versión completa
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General5 out of 5 stars 1
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Narración:0 out of 5 stars 0
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Historia0 out of 5 stars 0
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.
De: Bill Capodagli, y otros
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Lead with Hospitality
- Be Human. Emotionally Connect. Serve Selflessly.
- De: Taylor Scott, Jon Gordon - foreword
- Narrado por: Taylor Scott
- Duración: 6 h y 5 m
- Versión completa
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General4.5 out of 5 stars 19
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Narración:5 out of 5 stars 17
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Historia4.5 out of 5 stars 17
Speaker, consultant, and hospitality industry veteran Taylor Scott knows that the most effective leaders approach their roles with heart, emotionally connecting with their team members before attempting to manage them. In Lead with Hospitality, Scott draws from his two decades in leadership roles at respected hotels, resorts, and restaurants. He distills the principles of gracious hospitality, translating them into actionable leadership lessons which apply in any industry.
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5 out of 5 stars
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Great book for people who need to develop CARE
- De Aki en 01-17-23
De: Taylor Scott, y otros
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Disney's Land
- Walt Disney and the Invention of the Amusement Park That Changed the World
- De: Richard Snow
- Narrado por: Jacques Roy
- Duración: 12 h y 1 m
- Versión completa
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General4.5 out of 5 stars 272
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Narración:4.5 out of 5 stars 240
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Historia4.5 out of 5 stars 239
This is a spectacular story of error and innovation, a wild ride from a vision to the realization of an iconic cultural landscape. It reflects the park’s uniqueness, but just as strongly that of the man who built it with a watchmaker’s precision, an artist’s conviction, and the desperate, high-hearted recklessness of a riverboat gambler.
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2 out of 5 stars
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Okay, but better books on the subject
- De J.D. en 12-07-19
De: Richard Snow
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Women of Walt Disney Imagineering
- 12 Women Reflect on their Trailblazing Theme Park Careers
- De: Julie Svendsen, Karen Connolly Armitage, Becky Bishop, y otros
- Narrado por: Xe Sands
- Duración: 6 h y 48 m
- Versión completa
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General5 out of 5 stars 21
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Narración:4.5 out of 5 stars 17
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Historia4.5 out of 5 stars 18
Capturing an era - and preserving the stories they have told their daughters, their mentees, their husbands, and their friends - a dozen women Imagineers have written personal stories from their decades designing and building the Disney worldwide empire of theme parks. The book represents a broad swath of Imagineering's creative disciplines during a time of unprecedented expansion.
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4 out of 5 stars
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Enjoyable!
- De Melanie P. en 07-29-23
De: Julie Svendsen, y otros
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Setting the Table
- The Transforming Power of Hospitality in Business
- De: Danny Meyer
- Narrado por: Danny Meyer
- Duración: 5 h y 33 m
- Versión resumida
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General4.5 out of 5 stars 2,114
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Narración:4.5 out of 5 stars 1,759
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Historia4.5 out of 5 stars 1,757
Danny Meyer started Union Square Cafe when he was 27, with a good idea and scant experience. He is now the CEO of one of the world's most dynamic restaurant organizations, one that includes 11 unique dining establishments, each at the top of its game. How did he do it? How has he consistently beaten the odds in one of the toughest trades around?
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1 out of 5 stars
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ABRIDGED VERSION!?
- De Gregg Strader en 02-19-18
De: Danny Meyer
Lo que los oyentes dicen sobre Be Our Guest
Calificaciones medias de los clientesReseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- David Tryon
- 05-30-23
Fantastic
I can’t wait to use this in my industry and implement this throughout the team.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- Anonymous User
- 04-14-18
. a must-read
one of my favorite books that I have picked up yet. It has changed my mind and Views when it comes to customer service and how to offer a better service for everyone not only me but my co-workers my customers and the business I work for. you do not have to own a business to enjoy the rewards that this book will give you
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Total4 out of 5 stars
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Ejecución4 out of 5 stars
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Historia4 out of 5 stars
- B. Covington
- 01-05-23
Enjoyed It!
Was not quite what I was expecting, but still good. Didn't enjoy the voices. It was not necessary to try to talk like Walt to quote him.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- IowaGreyhound
- 10-25-18
A Magical Overview of Customer Service
This provides an in-depth look at how Disney provides magical moments for their guests. Also gives examples from other companies that utilized similar a process. Many parts are easily applied to other business or service situations.
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Total4 out of 5 stars
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Ejecución5 out of 5 stars
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Historia3 out of 5 stars
- Debbie Jones
- 07-14-20
dry material
It is very hard to rate such a "instructional" but it was a lot easier to get through by listening!
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Total5 out of 5 stars
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Ejecución4 out of 5 stars
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Historia3 out of 5 stars
- Anonymous User
- 02-20-20
Cast, setting and culture is the key to creating m
Cast, setting and culture is the key to creating magical experiences. Tons of valuable nuggets throughout the book. A little slow at times/tough to follow. It's a great book based on the length as well. worth a listen!!
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Total4 out of 5 stars
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Ejecución3 out of 5 stars
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Historia3 out of 5 stars
- Momof2
- 04-14-18
Good for Disney Philosophers
Content is good, the audio version is dry. Recommend reading this one on your own.
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esto le resultó útil a 3 personas
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- Remwes, LLC
- 06-17-15
Excellent learning experience
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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esto le resultó útil a 1 persona
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- TrueGamer101
- 05-26-21
Customer Service Magic
If you want to know how to bring your business into the world of delivering the best customer service day in and day out no one is better to learn from them Disney.
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Total4 out of 5 stars
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Ejecución4 out of 5 stars
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Historia5 out of 5 stars
- Matt R.
- 04-15-21
Great Story, little direction
It was an enjoyable book about the Disney process but gave less direction/steps to take action on.
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