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Product Description
Product Description
mer Disney employees, "Inside the Magic Kingdom" discloses the secrets behind the theme park's success and explains why more than two-thirds of its 30 million guests are repeat customers.
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Customer Reviews
Most Helpful Customer Reviews
2 of 2 people found the following review helpful
Format:Hardcover
To read a book in a day and a half says a lot about the book to me. I could not put the book down. Being an incredible Disney fan, I found even more ways for me to enjoy the experience the next time I go. I also found a renewed spirit for giving extraordinary customer service. Working for a brokerage firm, I realize that it is not just place the trade and hope that that contact gave value to the customer. It is taking each individual contact and ensuring added value to that customer's experience. This book is a definate read for everyone in the customer service field. If you are in business, then you ARE in customer service. Take the time and read this book and then read it again, you won't be disappointed.
2 of 2 people found the following review helpful
Format:Hardcover
Connellan's straightforward style has again left me with some very deep insights unencumbered by the gobbly-gook of many management and customer service titles of late. The message is a powerful one. You don't have a right to your customers - you must win them everyday. Connellan delivers a good smack in the face to those of us who think we're already dedicated to our customers. Have we REALLY gone the extra mile or do we just like to pat ourselves on the back?! Thanks Tom.
Format:Hardcover
Tom Connellan does an excellent job of explaining what makes the Magic Kingdom Magic by distilling the ingredients of Disney's success into seven powerful lessons. They are:
Lesson 1: The competition is anyone the customer compares you with.
Lesson 2: Pay fantastic attention to detail
Lesson 3: Everyone walks the talk
Lesson 4: Everything walks the talk
Lesson 5: Customers are best heard through many ears
Lesson 6: Reward recognize and celebrate
Lesson 7: Xuxryonx makxs the diffxrxncx (exchange E for X)
In the beginning of the book Connellan states: "This book is about how to take yourself, your team, and your company to the next level of customer satisfaction. One of the best ways to do that is with a good business model. And Disney is one of the best models there is--especially the magic kingdom." He delivers with the contents of the book. Simple to read but extremely powerful, the concepts in this book can be applied to almost any business...especially service organizations.
The Re-Discovery of Common Sense: A Guide To: The Lost Art of Critical Thinking
Lesson 1: The competition is anyone the customer compares you with.
Lesson 2: Pay fantastic attention to detail
Lesson 3: Everyone walks the talk
Lesson 4: Everything walks the talk
Lesson 5: Customers are best heard through many ears
Lesson 6: Reward recognize and celebrate
Lesson 7: Xuxryonx makxs the diffxrxncx (exchange E for X)
In the beginning of the book Connellan states: "This book is about how to take yourself, your team, and your company to the next level of customer satisfaction. One of the best ways to do that is with a good business model. And Disney is one of the best models there is--especially the magic kingdom." He delivers with the contents of the book. Simple to read but extremely powerful, the concepts in this book can be applied to almost any business...especially service organizations.
The Re-Discovery of Common Sense: A Guide To: The Lost Art of Critical Thinking
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Most Recent Customer Reviews
A Management Seminar at Walt Disney World
A number of years ago, I had the pleasure of leading a group of our clients to do a site visit at Walt Disney World to study the best practices employed there. Read more
Published on 27 May 2004 by Donald Mitchell
Great ideas, but the Disney organisation described is a myth
Inspirational, professional, aspirational - just a few words I would NEVER use to describe Disney's theme parks. Read more
Published on 8 Feb 2004 by Nickel
Extremely enlightening and refreshing
this book offers an entirely new dimension to the term "customer satisfaction" with amazing ease and detail. Read more
Published on 20 Aug 1999
A must read for anyone in customer service!!!!
Although a fictional story Inside the Magic Kingdom provides an excellent insight as to what makes Disney the most magical place on earth. Customer service at its finest.
Published on 15 May 1999
Reading it wasn't work -- it was fun!
I was a little disappointed it was fictional (the story part) but it didn't matter. The 7 steps to success for Disney are energetic and insightful. Read more
Published on 29 April 1999
Best book on management ever!
I couldn't put this book down. It gives you insight on how to view your customers. It proves the theory that the best leadership comes from those that understand the employees... Read more
Published on 20 April 1999
The book shared the importance of looking at details.
Details are the core. It is through details that quality is assured. The analysis of detail should occur with the product, working with employees, and in dealing with customers. Read more
Published on 9 April 1999
Two Thumbs Up!!
Laser beam approach to 12 sigma quality!! The best book on quality I have read so far.
Published on 2 April 1999
Information is useless unless it's applied - Apply it today!
After I read this book, I bought copies for my Leadership Team. When had all completed the book, we went to Disneyland and searched for the seven secrets. Read more
Published on 6 Feb 1999
inspirational, insightful
As a seasoned executive (40+ years as top manager, VP, & CEO) I expected the book to be merely entertaining. Read more
Published on 14 Jan 1999
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