Regular price: $19.95

Free with 30-day trial Membership
Membership details Membership details
  • 30 days of membership free - plus an audiobook, on us.
  • 1 credit a month after trial - good for any title.
  • Easy exchange. Don't love book? swap it for free.
  • Exchange books you don't like
  • After your free trial, Audible is $14.95 a month
OR
In Cart

Publisher's Summary

Bring Disney-level customer experience to your organization with insider guidance.

The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience - the Walt Disney Company. 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. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the "customer experience" should be for your company, and the changes required to make it happen.

The Walt Disney Company is the most recognized name in the world for customer service. The "Disney Experience" draws customers from all around the world. This book describes what it takes to achieve that level of experience, and how any organization can do it with the right strategy and attention to detail. When the experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their experience with others.

Customers are the lifeblood of business. A great product offering isn't enough in today's marketplace, where everyone's looking for an "experience". Imagine the kind of value a Disney-level customer experience could bring to your organization. The Experience is a guide to getting there, from an insider's perspective.

©2015 Bruce Loeffler and Brian T. Church; Published by John Wiley & Sons, Inc., Hoboken, New Jersey (P)2015 Audible, Inc.

What members say

Average Customer Ratings

Overall

  • 4.5 out of 5.0
  • 5 Stars
    13
  • 4 Stars
    5
  • 3 Stars
    3
  • 2 Stars
    0
  • 1 Stars
    0

Performance

  • 4.6 out of 5.0
  • 5 Stars
    12
  • 4 Stars
    3
  • 3 Stars
    2
  • 2 Stars
    0
  • 1 Stars
    0

Story

  • 4.3 out of 5.0
  • 5 Stars
    9
  • 4 Stars
    4
  • 3 Stars
    4
  • 2 Stars
    0
  • 1 Stars
    0
Sort by:
  • Overall
  • Performance
  • Story

If you love disney you will love this book.

This is a wonderful book for anyone in the service industry. For that matter it is wonderful for anyone who owns any business.

1 of 1 people found this review helpful

  • Overall
  • Performance
  • Story

Needs improvement... not the book, our company.

This book clearly explains the attention to detail and customer focus needed in business (and life). Actionable items to immediately implement. Great book!

Report Inappropriate Content

If you find this review inappropriate and think it should be removed from our site, let us know. This report will be reviewed by Audible and we will take appropriate action.