The Experience : The 5 Principles of Disney Service and Relationship Excellence.
Bruce. Loeffler
Bok Engelsk 2015 · Electronic books.
| Omfang | 1 online resource (307 pages)
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| Utgave | 1st ed.
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| Opplysninger | The Experience: The 5 Principles of Disney Service and Relationship Excellence -- Contents -- Foreword -- Acknowledgments -- Part I: Preshow (Setting the Stage) -- Chapter One: The Experience Path -- Why Ambassadors? -- Why Disney? -- Chapter Two: The "I. C.A.R.E." Principles -- Do You Care? -- Chapter Three: Five Levels of the Experience -- What Level Are You On? -- Motel "X -- The Staggering Results -- Why Are the Levels Important? -- Now What? -- Part II: Onstage (The Customer Interface) -- Chapter Four: Principle 1: Impression -- Impression 1.1: Engage -- Welcome -- Stand Out -- Make It About Them -- Impression 1.2: Intentional -- Visual and Verbal -- Intentional -- Impression 1.3: Senses -- Sight -- Scent -- Sound (Hearing versus Listening) -- Taste -- Touch -- Impression 1.4: Emotion -- Emotion and Influence -- Emotion in the Value Proposition -- Four Cognitive Drivers -- Impression 1.5: Presentation -- Rehearsing -- Scripting -- Impression 1.6: Professionalism -- Looking the Part -- Acting the Part -- Identification -- The Code -- Impression 1.7: Pristine -- What Is Pristine? -- Pristine Is Everyone's Job -- The Difference -- Impression 1.8: Pride -- Pride in the Company -- Honey Bucket -- Taking Pride in Your Work -- Impression 1.9: Likeability -- The Platinum Rule -- The "I Like You" Principle -- Friendly Returns -- Impression 1.10: Consistency -- Why Consistency? -- The Deliverable -- Chapter Five: Principle 2: Connection -- Connection 2.1: Communication -- Congruent and Consistent -- What Does "Good" Communication Look Like? -- Connection 2.2: Deliberate -- Terminology -- Onstage versus Backstage -- Good Show versus Bad Show -- Connection 2.3: Personalize -- Demographics versus Psychographics -- First-Name Basis -- Connection 2.4: Affirmation -- Affirm through Acknowledgment -- M.M.F.I. Principle -- Connection 2.5: Knowledge.. - Knowing Your Client -- Know Your Product -- Connection 2.6: Interaction -- Master the Contact Points -- Connection 2.7: Respect -- The Role of Safety -- The Role of Courtesy -- Connection 2.8: Trust -- ABCs of Trust -- Why Is Trust So Critical? -- Trust in Connecting -- One and Done -- Connection 2.9: Relationship -- Relational Service -- The Science of Relationships -- Connection 2.10: Finishing -- Vehicular Disappointment -- The Genuine Article -- Why Follow-Up Is So Critical -- Chapter Six: Principle 3: Attitude -- Attitude 3.1: Idealism -- The Formula -- Conviction -- Attitude 3.2: Choice -- Ambition and the American Dream -- A Covenant -- Attitude 3.3: Desire -- Desire Is Contagious -- Passion and Purpose -- Attitude 3.4: Yes -- Eliminate the Negatives -- Attitude 3.5: Happiness -- You Can't Hide Happiness -- Creating the Happiness Experience -- Attitude 3.6: Optimism -- The Eternal Optimist -- Optimism Is an Inside Job -- Your Thinking Is the Culprit-or the Cure -- Perception Is the Key -- Attitude 3.7: Expectations -- Seek -- Set -- Solidify -- The Ripple Effect -- Attitude 3.8: Persistence -- F.E.A.R -- The Greatest Failure -- Six Keys to Persistence -- Pursuit of the Mundane Edge -- Attitude 3.9: Ownership -- Creating Opportunity -- Attitude 3.10: Illumination -- A Battle for the Mind -- Worry, Fear, and Negativity -- Fight the Average Undertow -- Chapter Seven: Principle 4: Response -- Response 4.1: Detail -- An Angel -- Bump the Lamp -- Utility Pole -- Finding Tinker Bell -- Foundation for Excellence -- Response 4.2: Engagement -- Tough Luck -- Enthusiasm -- Response 4.3: Urgency -- Customers Are Your Priority -- Response 4.4: Insight -- Knowledge or Understanding -- Response 4.5: Empathy -- Stop Loss -- Empathy and Likability Connection -- Response 4.6: Process -- Cross-Educating -- Aligning Process with Vision -- Response 4.7: Adaptation.. - The Only Constant -- Why Change? -- Adapting to Customers -- The Shirt off Their Back -- Response 4.8: Validation -- Do the Right Thing -- Response 4.9: Anticipation -- Disney Awareness -- Know Your Purpose -- Response 4.10: Recovery -- The Bottom Line -- Reversal of Fortune -- Part III: Backstage (The Internal Interface) -- Chapter Eight: Principle 5: Exceptionals -- Exceptionals 5.1: Culture -- Culture of Excellence -- Core Values -- Traditions -- Exceptionals 5.2: Excellence -- The Pressure of Excellence -- Fort Wilderness -- Continuous Improvement -- Be Exceptional! -- Exceptionals 5.3: Ethos -- The Why -- Exceptionals 5.4: Accountability -- Walking or Holding -- Demand or Demonstrate -- MBWA -- Exceptionals 5.5: Teaming -- Hire Right -- Hire Your Profile Client -- Casting -- Green Side Up -- Exceptionals 5.6: Investment -- Consistent Investment -- No Ivory Towers -- Building Experts -- Exceptionals 5.7: Training -- Know Your Stuff -- Connect the Dots -- Training -- Ongoing Training -- Be Teachable -- Exceptionals 5.8: Development -- Goals -- Discipleship as the Key -- Exceptionals 5.9: Extraordinary -- Dream -- Innovate -- The Extra Mile -- The Path -- Exceptionals 5.10: Enjoyment -- Trust -- Encouragement -- Fulfillment -- Chapter Nine: Finale: The One Level Challenge -- The Next Level -- Leave the World Behind -- Index -- End User License Agreement.. - 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.
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| Emner | |
| Sjanger | |
| Dewey | |
| ISBN | 9781119028673
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