Experience - The 5 Principles of Disney Service and Relationship Excellence

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 ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, 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.
* Find "the experience" and what it means to the Organization
* Learn the five levels of experience, and why most companies fail at it
* Identify service problems that face every company in the marketplace
* Utilize the Experience Quotient and apply the I. C.A.R.E. principles
* Learn how to convert customers to ambassadors who share their story 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.

List of contents

Foreword Dr. Spencer Craig vii
 
Acknowledgments ix
 
Part I PRESHOW 1
 
(Setting the Stage)
 
Chapter One The Experience Path: Why We Wrote the Book and How to Use It 3
 
Chapter Two The "I. C.A.R.E." Principles 8
 
Chapter Three Five Levels of the Experience: What Level Are You? 12
 
Part II ONSTAGE 23
 
(The Customer Interface)
 
Chapter Four Principle 1: Impression 25
 
Impression 1.1: Engage 30
 
Impression 1.2: Intentional 35
 
Impression 1.3: Senses 39
 
Impression 1.4: Emotion 45
 
Impression 1.5: Presentation 51
 
Impression 1.6: Professionalism 55
 
Impression 1.7: Pristine 60
 
Impression 1.8: Pride 65
 
Impression 1.9: Likeability 70
 
Impression 1.10: Consistency 75
 
Chapter Five Principle 2: Connection 78
 
Connection 2.1: Communication 82
 
Connection 2.2: Deliberate 86
 
Connection 2.3: Personalize 91
 
Connection 2.4: Affirmation 96
 
Connection 2.5: Knowledge 100
 
Connection 2.6: Interaction 104
 
Connection 2.7: Respect 108
 
Connection 2.8: Trust 111
 
Connection 2.9: Relationship 116
 
Connection 2.10: Finishing 120
 
Chapter Six Principle 3: Attitude 125
 
Attitude 3.1: Idealism 131
 
Attitude 3.2: Choice 135
 
Attitude 3.3: Desire 139
 
Attitude 3.4: Yes 144
 
Attitude 3.5: Happiness 148
 
Attitude 3.6: Optimism 152
 
Attitude 3.7: Expectations 157
 
Attitude 3.8: Persistence 161
 
Attitude 3.9: Ownership 166
 
Attitude 3.10: Illumination 171
 
Chapter Seven Principle 4: Response 176
 
Response 4.1: Detail 182
 
Response 4.2: Engagement 187
 
Response 4.3: Urgency 191
 
Response 4.4: Insight 195
 
Response 4.5: Empathy 198
 
Response 4.6: Process 202
 
Response 4.7: Adaptation 206
 
Response 4.8: Validation 212
 
Response 4.9: Anticipation 216
 
Response 4.10: Recovery 220
 
Part III BACKSTAGE 225
 
(The Internal Interface)
 
Chapter Eight Principle 5: Exceptionals 227
 
Exceptionals 5.1: Culture 231
 
Exceptionals 5.2: Excellence 237
 
Exceptionals 5.3: Ethos 242
 
Exceptionals 5.4: Accountability 246
 
Exceptionals 5.5: Teaming 250
 
Exceptionals 5.6: Investment 256
 
Exceptionals 5.7: Training 260
 
Exceptionals 5.8: Development 266
 
Exceptionals 5.9: Extraordinary 271
 
Exceptionals 5.10: Enjoyment 277
 
Chapter Nine Finale: The One Level Challenge: What about You or Your Company Says, "I. C.A.R.E."? 281
 
Index 287

About the author

BRUCE LOEFFLER is the Co-Founder and President of Experience International. In his 10 years at Disney, Bruce held several key positions including the first Disney Service Excellence Coordinator. Bruce has developed numerous training programs for Disney and other Fortune 500 Companies specializing in customer service, motivation, communication, leadership and the Customer Experience. [e-mail] BRIAN T. CHURCH is the Co-Founder of Experience International as well as the CEO of Ambassadors International. Brian specializes in building business relationships and creating relational momentum for brands, ideas and endeavors around the globe. [e-mail]

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.

Product details

• Authors: Brian Church, Church Brian, Bruc Loeffler, Bruce Loeffler, Bruce Church Loeffler, Loeffler Bruce
• Publisher: Wiley, John and Sons Ltd
• Languages: English
• Product format: Hardback
• Released: 08.05.2015
• EAN: 9781119028659
• ISBN: 978-1-119-02865-9
• No. of pages: 304
• Subjects: Social sciences, law, business > Business > Management; Wirtschaft, Business & management, Wirtschaft u. Management, Marketing & Sales, Marketing u. Vertrieb