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Publisher's Summary

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

What members say

Average Customer Ratings

Overall

  • 4.4 out of 5.0
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Performance

  • 4.4 out of 5.0
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Story

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  • Overall
  • Performance
  • Story

Too long and repetitive

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.

4 of 4 people found this review helpful

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would recommend to everyone...

This book was recommended to me as part of a work project relating to the development of a customer service model. the book not only helped me better understand my project but customer service in general. Never before have I wanted to visit a Disney park. after reading this book I cannot wait to see Disney's methods in real life. the narrator was also great.

1 of 1 people found this review helpful

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Repeats itself

Great principle, circles back a few times to many. Worth a listen none the less

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Very good overview of Disney service model

This book does a good job of overview of the Disney guest service model and how other companies have used the model.

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Great listening and learning

This book is why I love audible.com. So great to multitask and listen to such informative books.

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Great hidden principles

This is a must read if you want to stay in business and grow. Profit or nonprofit organization.

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Informative but long winded

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.

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  • CK
  • 03-12-16

Excellent take on Customer (Guest) Service

"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.

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Great look inside the magic of Disney

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.

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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.

1 of 2 people found this review helpful