Foreword by Michael D. EisnerAll organisations drive towards the same goal -how best to serve their customers. Walt DisneyWorld has always enjoyed a reputation as a companythat set the benchmark for outstanding businesspractices. Now, for the first time, one criticalelement of the methodology behind the magic isrevealed - that of quality service. Here, theirproven principles and processes are fullyoutlined, to help your organisation focus itsvision and assemble its infrastructure to deliverexceptional customer service.
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First Sentence
Walt Disney harnessed the talents of his "cast members" and inspired their hearts with his vision to create unparalleled entertainment experiences. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Walt Disney harnessed the talents of his "cast members" and inspired their hearts with his vision to create unparalleled entertainment experiences. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews
Most Helpful Customer Reviews
7 of 7 people found the following review helpful
Format:Hardcover
Unlike many other books about Disney Customer Service this one comes from the mouse factory themselves. It tells how the Magic works and how a cast member (employee) of the company plays an important role in creating the magic. If you work in Customer Services this book is a must. Be our Guest is about how Disney exceeds its guests (customers) expectations through magical actions.
Good Read
3 of 3 people found the following review helpful
By "mrepcot"
Format:Paperback
This is a truly fascinating read, but you really have to big a big Disney fan, or a fan of customer service, because that is really what this book is all about. For Disney fans it really is an entertaining, behind-the-magic look at how Walt Disney World and the cast members operate on a daily basis, and some secrets about the parks you might not know, from the smell of popcorn in the morning, to the forced perspectives. A really great read, if you want to know how the magic is done.
2 of 2 people found the following review helpful
By Fussy Reader
Format:Paperback|Amazon Verified Purchase
This book is an essential read for anyone interested in getting to grips with how Disney consistently deliver top quality service. The methods are easily transferrable into any organisation - you don't have to be running a theme park to get something out of this. Probably the most useful business book I have ever read.
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4.8 out of 5 stars
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Most Recent Customer Reviews
5.0 out of 5 stars
Great insight to Disney
A really well written, informative book. Really great insight for me to reference while I was writing a disseration on Marketing strategy. Read more
Published 14 days ago by amyh
5.0 out of 5 stars
*Very* highly recommended.
A fantastic book, and a *must read* for anyone in a customer-service role, and/or students studying the marketing and management of services. Read more
Published on 20 Sep 2009 by Ian PROBERT
5.0 out of 5 stars
For anyone who genuinely cares about their customers...
This book is really excellent whether you're starting out in your own business or working for a large multinational company. Read more
Published on 25 Feb 2007 by Ms. Emily Watson
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