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When it comes to world-class employees, few organizations rival Disney. Famous for their friendliness, knowledge, passion, and superior customer service, Disney's employees have been fueling the iconic brand's wild success for more than 50 years. How has Disney succeeded in maintaining such a powerful workforce for so many years? Why are so many corporations and executives drawn to study how Disney continues to exemplify service and leadership standards? The Disney University, founded by Van France, trains the supporting cast that helps create the world-famous Disney Magic.
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.
"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.
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.
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.
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.
When it comes to world-class employees, few organizations rival Disney. Famous for their friendliness, knowledge, passion, and superior customer service, Disney's employees have been fueling the iconic brand's wild success for more than 50 years. How has Disney succeeded in maintaining such a powerful workforce for so many years? Why are so many corporations and executives drawn to study how Disney continues to exemplify service and leadership standards? The Disney University, founded by Van France, trains the supporting cast that helps create the world-famous Disney Magic.
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.
"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.
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.
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.
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.
Co-author Bruce Loeffler spent 10 years at Disney World overseeing service excellence. He has partnered with Brian T. Church 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.
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.
Executive time management secrets from a life at Disney. During Lee Cockerell's career at Disney as the senior operating executive of Walt Disney World Resort, he led a team of 40,000 Cast Members (employees) and was responsible for the operations of 20 resort hotels, four theme parks, two water parks, and the ESPN Sports Complex. 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.
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?
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 ways 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 customers.
How to Be Like is a "character biography" series: biographies that also draw out important lessons from the life of their subjects. In this new book - by far the most exhaustive in the series - Pat Williams tackles one of the most influential people in recent history. While many recent biographies of Walt Disney have reveled in the negative, this audiobook takes an honest but positive look at the man behind the myth. For the first time, the book pulls together all the various strands of Disney's life into one straightforward, easy-to-listen-to tale.
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?
Seven years in the making and meticulously researched - Gabler is the first writer to be given complete access to the Disney archives - this is the full story of a man whose work left an ineradicable brand on our culture but whose life has largely been enshrouded in myth.
Donald Miller's StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides listeners with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services.
Why do only a few people get to say "I love my job?" It seems unfair that finding fulfillment at work is like winning a lottery; that only a few lucky ones get to feel valued by their organizations, to feel like they belong. Imagine a world where almost everyone wakes up inspired to go to work, feels trusted and valued during the day, then returns home feeling fulfilled. This is not a crazy, idealized notion. Today, in many successful organizations, great leaders are creating environments in which people naturally work together to do remarkable things.
You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time. The Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's "most admired" companies, according to Fortune magazine.
In The Wisdom of Walt, Professor Jeffrey Barnes distills Walt Disney's vision, his knowledge, and his methods into a series of actionable lessons. Through historical vignettes about Disneyland, as well as plentiful examples and exercises, Barnes creates a framework through which you can apply Walt's wisdom to improve your career, your company, and your life.
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.
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.
5 of 5 people found this review helpful
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
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
Content is good, the audio version is dry. Recommend reading this one on your own.
Great principle, circles back a few times to many. Worth a listen none the less
This book does a good job of overview of the Disney guest service model and how other companies have used the model.
This book is why I love audible.com. So great to multitask and listen to such informative books.
This is a must read if you want to stay in business and grow. Profit or nonprofit organization.
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.