Be Our Guest: Perfecting the Art of Customer Service

Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees

• UNABRIDGED (5 hrs and 56 mins)
• By Doug Lipp
• Narrated By Tim Lundeen
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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.

Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney

• UNABRIDGED (7 hrs and 37 mins)
• By Lee Cockerell
• Narrated By Lee Cockerell
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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.

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service

• UNABRIDGED (3 hrs and 59 mins)
• By Lee Cockerell
• Narrated By Lee Cockerell
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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.

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

• UNABRIDGED (8 hrs and 12 mins)
• By Joseph A. Michelli
• Narrated By Joseph A. Michelli, Tom Parks
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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.

The Disney Way: Harnessing the Management Secrets of Disney in Your Company, Third Edition

• UNABRIDGED (11 hrs and 43 mins)
• By Bill Capodagli, Lynn Jackson
• Narrated By Gary Regal
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"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.

Time Management Magic

• UNABRIDGED (2 hrs and 24 mins)
• By Lee Cockerell
• Narrated By Jody Maberry

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.

The Wisdom of Walt: Leadership Lessons from the Happiest Place on Earth

• UNABRIDGED (7 hrs and 29 mins)
• By Jeffrey A. Barnes
• Narrated By Al Kessel
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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.

The Experience: The 5 Principles of Disney Service and Relationship Excellence

• UNABRIDGED (8 hrs and 47 mins)
• By Bruce Loeffler, Brian Church
• Narrated By Kevin Young
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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.

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

• UNABRIDGED (5 hrs and 39 mins)
• By Leonardo Inghilleri, Micah Solomon
• Narrated By Sean Pratt
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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.

Walt Disney: The Triumph of the American Imagination

• UNABRIDGED (33 hrs and 24 mins)
• By Neal Gabler
• Narrated By Arthur Morey
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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.

The Disney Story: Chronicling the Man, the Mouse and the Parks

• UNABRIDGED (8 hrs and 10 mins)
• By Aaron H Goldberg
• Narrated By Susan L. Crawford

Attention, all Disney Fans! Do you enjoy learning about the Disney theme parks? Perhaps you're enamored with the man who was Walt Disney? Maybe you're just plain crazy for Mickey Mouse and the Disney big-screen features? No need to order your serving of Disney history and knowledge a la carte anymore.

How to Be Like Walt: Capturing the Disney Magic Every Day of Your Life

• UNABRIDGED (16 hrs and 16 mins)
• By Pat Williams, Jim Denney
• Narrated By Paul Christy
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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.

Delivering Happiness: A Path to Profits, Passion, and Purpose

• UNABRIDGED (8 hrs and 17 mins)
• By Tony Hsieh
• Narrated By Tony Hsieh
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In this, his first audiobook, Tony Hsieh - the widely admired CEO of Zappos, the online shoe retailer -explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors, and backers. Using anecdotes and stories from his own life experiences, and from other companies, Hsieh provides concrete ways that companies can achieve unprecedented success.

DisneyWar

• UNABRIDGED (25 hrs and 47 mins)
• By James B. Stewart
• Narrated By Patrick Lawlor
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Once upon a time, one man ruled America's greatest entertainment company. This is the untold story of his triumphs and failures, and of the revolt that cost him his kingdom.

It's My Pleasure: The Impact of Extraordinary Talent and a Compelling Culture

• UNABRIDGED (3 hrs and 13 mins)
• By Dee Ann Turner
• Narrated By Michelle Murillo
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Businesses are built by growing relationships with customers. Culture is created by the stories those relationships tell. Two of the most important differentiators of a business are its talent and its culture. Talent energized by a compelling culture will drive organizational success and provide innovative growth opportunities for both the business and the individual.

The Disneyland Story: The Unofficial Guide to the Evolution of Walt Disney's Dream

• UNABRIDGED (16 hrs and 30 mins)
• By Sam Gennawey
• Narrated By James Patrick Cronin
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The Disneyland Story: The Unofficial Guide to the Evolution of Walt Disney's Dream is the story of how Walt Disney's greatest creation was conceived, nurtured, and how it grew into a source of joy and inspiration for generations of visitors. Despite his successors' battles with the whims of history and their own doubts and egos, Walt's vision maintained momentum, thrived, and taught future generations how to do it Walt Disney's way.

One Little Spark!: Mickey's Ten Commandments and the Road to Imagineering

• UNABRIDGED (5 hrs and 45 mins)
• By Marty Sklar
• Narrated By Jeff Cummings
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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?

Unleashing Excellence: The Complete Guide to Ultimate Customer Service, 2nd Edition

• UNABRIDGED (7 hrs and 38 mins)
• By Dennis Snow, Teri Yanovitch
• Narrated By Kimberly Farr

A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance.

Find Your Why: A Practical Guide for Discovering Purpose for You and Your Team

• UNABRIDGED (4 hrs and 56 mins)
• By Simon Sinek, David Mead, Peter Docker
• Narrated By Stephen Shedletzky, Simon Sinek
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Start with Why has led millions of listeners to rethink everything they do in their personal lives, their careers, and their organizations. Now, Find Your Why picks up where Start with Why left off. It tells you how to apply Simon Sinek's powerful insights so you can find more inspiration at work - and, in turn, inspire those around you. Whether you've just started your first job, are leading a team, or are CEO of your own company, the exercises in this audiobook will guide you along a path to long-term success and fulfillment - for both you and your colleagues.

The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

• UNABRIDGED (4 hrs and 54 mins)
• By John R. DiJulius
• Narrated By Joel Richards

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.

The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary

• UNABRIDGED (4 hrs and 30 mins)
• By Joseph Michelli
• Narrated By Dick Hill

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.

Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet

• UNABRIDGED (5 hrs and 26 mins)
• By Shep Hyken
• Narrated By Joe Bronzi
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You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business - in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top 10 customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction.

Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

• UNABRIDGED (7 hrs and 31 mins)
• By Joseph A. Michelli
• Narrated By Joseph A. Michelli
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Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries.

Good to Great: Why Some Companies Make the Leap...And Others Don't

• UNABRIDGED (10 hrs and 1 min)
• By Jim Collins
• Narrated By Jim Collins

Built To Last, the defining management study of the 90s, showed how great companies triumph over time and how long-term sustained performance can be engineered into the DNA of an enterprise from the very beginning. But what about companies that are not born with great DNA? How can good companies, mediocre companies, even bad companies achieve enduring greatness?