- Bibliothekseinband: 207 Seiten
- Verlag: San Val; Auflage: Turtleback Scho. (Juni 2003)
- Sprache: Englisch
- ISBN-10: 0613920791
- ISBN-13: 978-0613920797
- Größe und/oder Gewicht: 18,3 x 12,7 x 2 cm
- Amazon Bestseller-Rang: Nr. 583.024 in Englische Bücher (Siehe Top 100 in Englische Bücher)
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Einleitungssatz
Walt Disney harnessed the talents of his "cast members" and inspired their hearts with his vision to create unparalleled entertainment experiences. Lesen Sie die erste Seite
Buchdeckel | Copyright | Inhaltsverzeichnis | Auszug | Stichwortverzeichnis | Rückseite
Walt Disney harnessed the talents of his "cast members" and inspired their hearts with his vision to create unparalleled entertainment experiences. Lesen Sie die erste Seite
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Buchdeckel | Copyright | Inhaltsverzeichnis | Auszug | Stichwortverzeichnis | Rückseite
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26 Rezensionen
48 von 49 Kunden fanden die folgende Rezension hilfreich
Outstanding Book About Disney, By Disney
15. Oktober 2002
Format:Gebundene Ausgabe
I highly recommend this easy-reading book for three reasons. First, it helped me understand and appreciate how Disney continues to deliver the highest quality products and services year-in and year-out. Secondly, it clearly described many proven ways and concepts to improve my organization's customer service. Lastly, this book gave me a lot of practical lessons that can and should be adapted to fit into most management or leadership situations.
I read a couple of outstanding books by Disney-outsiders ("Built to Last" by Jim Collins and Jerry Porras, and "The Disney Way" by Bill Capodagli and Lynn Jackson) about how and why they were so impressed with Disney. I wanted to read a book about a Disney-insider's perspectives on what Disney does to impress everyone and exceed all expectations. This book showed me the "what" of Disney's practical magic of customer service: a full-time business of shared values, enforced standards, focused work, self-discipline, and attention to detail that is virtually transparent to all Disney guests. I got all that I wanted and more from this outstanding book.
After I finished reading this book, I read through my highlights and realized that the following paragraph from the introduction perfectly previewed the book:
"In this book, we take you behind the scenes to discover Disney best practices and philosophies in action. We provide you with an insider's glimpse of quality service principles in action both at Walt Disney World, as told from the perspectives of cast members [Disney-speak for "employees"], and in other organizations, as told by executives who have participated in Disney Institute programs. Walt Disney's fundamentals for success still ring true. You build the best product you can. You give people effective training to support the delivery of exceptional service. You learn from your experiences. And you celebrate success. You never stop growing. You never stop believing."
Sharing the secrets behind Disney's `practical magic' in this book is yet another example of Disney's commitment to exceptional guest [Disney-speak for "customer"] service. Read this book and enjoy being Disney's guest.
13 von 14 Kunden fanden die folgende Rezension hilfreich
A Practical Outline for Delivering Amazing Service
11. März 2002
Format:Gebundene Ausgabe
I read the book for the first time last summer and implemented its customer service methods this fall and winter at the school where I work. The results were immediate and outstanding. I have just re-read the book and am more convinced than ever that the Disney methods and philosophy for creating "practical magic" as outlined in this book are the fastest, easiest way to WOWING those we serve. Through careful, thoughtful management of the "cast" (people), setting, and processes, a seamless and deeply impressive service experience will be enjoyed by our customers. Yes, the book is a big "ad" for the Disney Institute (and now I want to train there!), but it is also a simple, brief, easy to implement framework for delighting our customers. I am grateful to the Disney Institute for sharing these tried and true ideas with me!
7 von 7 Kunden fanden die folgende Rezension hilfreich
The Science Behind the Magic
22. November 2004
Format:Taschenbuch
This book is a quick read, yet has a very detailed and adaptable structure around which to build a customer service organization. The process presented in the book works systematically to create a self-renewing customer service structure, while allowing those using it to retain the distinctiveness of their organization. In addition to historic examples of how Disney has consistently applied their own principles, the book uses examples from former clients, including details of how they adapted those principles to their businesses.
This is the perfect book for someone looking to create more than just a laundry list of policies and procedures. For fans of Disney, the book also gives terrific insights into Walt Disney's vision and the Disney way of doing things.
This is the perfect book for someone looking to create more than just a laundry list of policies and procedures. For fans of Disney, the book also gives terrific insights into Walt Disney's vision and the Disney way of doing things.
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