Download or read book Be Our Guest written by Disney Institute and published by . This book was released on 2003-06 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.

Download or read book If Disney Ran Your Hospital written by Fred Lee and published by Distributed (Non-Hap). This book was released on 2004 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Using examples from his work with Disney and as a senior-level hospital executive, author Fred Lee challenges the assumptions that have defined customer service in healthcare. In this unique book, he focuses on the similarities between Disney and hospitals--both provide an "experience," not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees. The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides 9 1⁄2 principles that will help hospitals gain the competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community.

Download or read book Be Our Guest written by Gray Malin and published by Abrams. This book was released on 2018-05-01 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt: Welcome to the Parker Palm Springs, where you’ll experience a delightful time away, filled with everything you’d expect from a sunny, California vacation. There’s tennis courts and a lemonade stand, a gorgeous pool, and a lawn for croquet. But, the other guests and staff are more than a little unexpected . . . From the New York Times bestselling photographer of Beaches, Gray Malin, comes Be Our Guest!, Malin’s first children’s picture book, compiled from his acclaimed series of photographs Gray Malin at the Parker Palm Springs. If Eloise had lived in an animal-only hotel, it would have had the style and whimsy of the Parker. Just reading Be Our Guest! will whisk children away on a temporary holiday, which is nothing less than extraordinary.

Download or read book Creating Magic written by Lee Cockerell and published by Crown Currency. This book was released on 2008-10-14 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: “It’s not the magic that makes it work; it’s the way we work that makes it 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. And in Creating Magic, he shares the leadership principles that not only guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise, but that also soon came to form the cultural bedrock of the world’s number one vacation destination. But as Lee demonstrates, great leadership isn’t about mastering impossibly complex management theories. We can all become outstanding leaders by following the ten practical, common sense strategies outlined in this remarkable book. As straightforward as they are profound, these leadership lessons include: Everyone is important. Make your people your brand. Burn the free fuel: appreciation, recognition, and encouragement. Give people a purpose, not just a job. Combining surprising business wisdom with insightful and entertaining stories from Lee’s four decades on the front lines of some of the world’s best-run companies, Creating Magic shows all of us – from small business owners to managers at every level – how to become better leaders by infusing quality, character, courage, enthusiasm, and integrity into our workplace and into our lives.

Download or read book Disney U How Disney University Develops the World s Most Engaged Loyal and Customer Centric Employees DIGITAL AUDIO written by Doug Lipp and published by McGraw Hill Professional. This book was released on 2013-03-29 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Leadership lessons from the iconic brand you can use to drive Disney-style success In helping Walt Disney create “The Happiest Place on Earth,” Van France and his team started a business revolution in 1955 that eventually became the Disney University—the employee training and development program that powers one of the most famous brands on earth. Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney U. The book reveals the heart of the Disney Culture and describes the company's values and operational philosophies that support the world-famous Disney brand. Doug Lipp is an internationally acclaimed expert on customer service, leadership, change management and global competitiveness, specializing in the lessons he learned at the Disney U.

Download or read book The Customer Rules written by Lee Cockerell and published by Crown Currency. This book was released on 2013-03-05 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: The former Executive Vice President 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+ 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. For example: Rule #1: Customer Service Is Not a Department Rule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?" Rule #19: Be a Copycat Rule #25. Treat Every Customer like a Regular Rule #39: Don’t Try Too Hard As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.

Download or read book Lessons from the Mouse written by Dennis Snow and published by . This book was released on 2010-08 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Outlines ten practical principles for increasing the effectiveness of any business organization, based on the author's years at Disney World.

Download or read book The Experience written by Bruce Loeffler and published by John Wiley & Sons. This book was released on 2015-04-20 with total page 311 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Be Our Guest Revised and Updated Edition written by The Disney Institute and published by Disney Electronic Content. This book was released on 2011-12-16 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Be Our Guest specializes in helping professionals see new possibilities through concepts not found in the typical workplace, revealing even more of the business behind the magic of quality service.

Download or read book Inside the Magic Kingdom written by Thomas K. Connellan and published by Wildcat Publishing Company. This book was released on 1997 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now an insider takes you inside the incredible Disney service culture and presents simple, powerful concepts in a fun, memorable way.

Download or read book How s the Culture in Your Kingdom written by Dan Cockerell and published by Morgan James Publishing. This book was released on 2020-05-05 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: A former Disney executive shares stories and leadership lessons from his twenty-six-year career at the company: “Engaging [and] effective.” —Lloyd J. Austin III, from the Foreword Dan Cockerell started his Disney journey as a parking attendant. Over the next twenty-six years—and nineteen different jobs—he became the Vice President of the biggest theme park in the world, The Magic Kingdom Park. During the course of his Disney career, Dan learned many life and leadership lessons and shares those learnings in How's the Culture in Your Kingdom. Within its pages, Dan explains how to lead oneself and one’s team and organization by using relevant stories and practical examples from his Disney leadership journey. How’s the Culture in Your Kingdom helps prepare leaders to lead their team by teaching them how to: Surround themselves with the right people Build trusting relationships Set clear expectations Provide regular feedback, positive and critical

Download or read book The Wonderful World of Customer Service at Disney written by James Jeff Kober and published by . This book was released on 2013-10-15 with total page 194 pages. Available in PDF, EPUB and Kindle. Book excerpt: A celebration of great business practices that can be applied to any service organization.

Download or read book The Wisdom of Walt written by Jeffrey A Barnes and published by . This book was released on 2018-02-28 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: PUT WALT TO WORK FOR YOU! How do you go from dreaming of a theme park to building one? Walt Disney laid the blueprint. Learn how he did it, and how his wisdom can guide you toward achieving the things that you dream of. The experts told Walt it'd never work. A giant theme park, where parents and children could play together? Crazy! So Walt put all of his money into this crazy dream of his. He put his reputation on the line. Anyone else would have quit, discouraged and disillusioned, but Walt built Disneyland. How did he go from dreaming to doing? And how can you do the same, no matter what your goal? 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. Learn to: -Listen to your "Walter ego" and start trusting yourself -Go "beyond the berm" with the secrets of Disneyland's success -Make a "Main Street impression" on everyone you meet -Create "E-ticket experiences" that keep them coming back for more WITH THE WISDOM OF WALT, YOUR SUCCESS IS JUST A DREAM AWAY!

Download or read book In the Dream House written by Carmen Maria Machado and published by Graywolf Press. This book was released on 2019-11-05 with total page 280 pages. Available in PDF, EPUB and Kindle. Book excerpt: A revolutionary memoir about domestic abuse by the award-winning author of Her Body and Other Parties In the Dream House is Carmen Maria Machado’s engrossing and wildly innovative account of a relationship gone bad, and a bold dissection of the mechanisms and cultural representations of psychological abuse. Tracing the full arc of a harrowing relationship with a charismatic but volatile woman, Machado struggles to make sense of how what happened to her shaped the person she was becoming. And it’s that struggle that gives the book its original structure: each chapter is driven by its own narrative trope—the haunted house, erotica, the bildungsroman—through which Machado holds the events up to the light and examines them from different angles. She looks back at her religious adolescence, unpacks the stereotype of lesbian relationships as safe and utopian, and widens the view with essayistic explorations of the history and reality of abuse in queer relationships. Machado’s dire narrative is leavened with her characteristic wit, playfulness, and openness to inquiry. She casts a critical eye over legal proceedings, fairy tales, Star Trek, and Disney villains, as well as iconic works of film and fiction. The result is a wrenching, riveting book that explodes our ideas about what a memoir can do and be.

Download or read book Earth Emotions written by Glenn A. Albrecht and published by Cornell University Press. This book was released on 2019-05-15 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: As climate change and development pressures overwhelm the environment, our emotional relationships with Earth are also in crisis. Pessimism and distress are overwhelming people the world over. In this maelstrom of emotion, solastalgia, the homesickness you have when you are still at home, has become, writes Glenn A. Albrecht, one of the defining emotions of the twenty-first century. Earth Emotions examines our positive and negative Earth emotions. It explains the author's concept of solastalgia and other well-known eco-emotions such as biophilia and topophilia. Albrecht introduces us to the many new words needed to describe the full range of our emotional responses to the emergent state of the world. We need this creation of a hopeful vocabulary of positive emotions, argues Albrecht, so that we can extract ourselves out of environmental desolation and reignite our millennia-old biophilia—love of life—for our home planet. To do so, he proposes a dramatic change from the current human-dominated Anthropocene era to one that will be founded, materially, ethically, politically, and spiritually on the revolution in thinking being delivered by contemporary symbiotic science. Albrecht names this period the Symbiocene. With the current and coming generations, "Generation Symbiocene," Albrecht sees reason for optimism. The battle between the forces of destruction and the forces of creation will be won by Generation Symbiocene, and Earth Emotions presents an ethical and emotional odyssey for that victory.

Download or read book Nora Webster written by Colm Toibin and published by Simon and Schuster. This book was released on 2014-10-07 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: From one of contemporary literature’s bestselling, critically acclaimed, and beloved authors: a “luminous” novel (Jennifer Egan, The New York Times Book Review) about a fiercely compelling young widow navigating grief, fear, and longing, and finding her own voice—“heartrendingly transcendant” (The New York Times, Janet Maslin). Set in Wexford, Ireland, Colm Tóibín’s magnificent seventh novel introduces the formidable, memorable, and deeply moving Nora Webster. Widowed at forty, with four children and not enough money, Nora has lost the love of her life, Maurice, the man who rescued her from the stifling world to which she was born. And now she fears she may be sucked back into it. Wounded, selfish, strong-willed, clinging to secrecy in a tiny community where everyone knows your business, Nora is drowning in her own sorrow and blind to the suffering of her young sons, who have lost their father. Yet she has moments of stunning insight and empathy, and when she begins to sing again, after decades, she finds solace, engagement, a haven—herself. Nora Webster “may actually be a perfect work of fiction” (Los Angeles Times), by a “beautiful and daring” writer (The New York Times Book Review) at the zenith of his career, able to “sneak up on readers and capture their imaginations” (USA TODAY). “Miraculous...Tóibín portrays Nora with tremendous sympathy and understanding” (Ron Charles, The Washington Post).

Download or read book The Guest Cat written by Takashi Hiraide and published by New Directions Publishing. This book was released on 2014-01-28 with total page 90 pages. Available in PDF, EPUB and Kindle. Book excerpt: A wonderful sui generis novel about a visiting cat who brings joy into a couple’s life in Tokyo A bestseller in France and winner of Japan’s Kiyama Shohei Literary Award, The Guest Cat, by the acclaimed poet Takashi Hiraide, is a subtly moving and exceptionally beautiful novel about the transient nature of life and idiosyncratic but deeply felt ways of living. A couple in their thirties live in a small rented cottage in a quiet part of Tokyo; they work at home, freelance copy-editing; they no longer have very much to say to one another. But one day a cat invites itself into their small kitchen. It leaves, but the next day comes again, and then again and again. Soon they are buying treats for the cat and enjoying talks about the animal and all its little ways. Life suddenly seems to have more promise for the husband and wife — the days have more light and color. The novel brims with new small joys and many moments of staggering poetic beauty, but then something happens…. As Kenzaburo Oe has remarked, Takashi Hiraide’s work "really shines." His poetry, which is remarkably cross-hatched with beauty, has been acclaimed here for "its seemingly endless string of shape-shifting objects and experiences,whose splintering effect is enacted via a unique combination of speed and minutiae."