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Be Our Guest

Be Our Guest Author Disney Institute
ISBN-10 0613920791
Release 2003-06-01
Pages 207
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Now, for the first time, one element of the methods behind the magic that is the Walt Disney World Resort--quality service--is revealed. The book outlines proven Disney principles and processes for helping an organization focus its vision and align its people into a strategy that delivers on the promise of exceptional customer service.



Be Our Guest Revised and Updated Edition

Be Our Guest  Revised and Updated Edition Author The Disney Institute
ISBN-10 1423145844
Release 2011-11-08
Pages 224
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Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations./DIV DIVBe Our Guest highlights the successes many of these companies have achieved, plus the key processes and best practices that have made Disney a trusted and revered brand around the world for more than eighty-five years.



Be Our Guest Revised and Updated Edition

Be Our Guest  Revised and Updated Edition Author The Disney Institute
ISBN-10 9781423140146
Release 2011-12-16
Pages 224
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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.



Disney U How Disney University Develops the World s Most Engaged Loyal and Customer Centric Employees

Disney U  How Disney University Develops the World s Most Engaged  Loyal  and Customer Centric Employees Author Doug Lipp
ISBN-10 9780071808088
Release 2013-03-29
Pages 256
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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.



Be My Guest

Be My Guest Author Conrad Nicholson Hilton
ISBN-10 9780671761745
Release 1957
Pages 288
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Be My Guest has been writing in one form or another for most of life. You can find so many inspiration from Be My Guest also informative, and entertaining. Click DOWNLOAD or Read Online button to get full Be My Guest book for free.



Creating Magic

Creating Magic Author Lee Cockerell
ISBN-10 0385528280
Release 2008-10-14
Pages 224
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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. “It’s not the magic that makes it work; it’s the way we work that makes it magic.”



Lessons from the Mouse

Lessons from the Mouse Author Dennis Snow
ISBN-10 0615372414
Release 2010-08-01
Pages 137
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Outlines ten practical principles for increasing the effectiveness of any business organization, based on the author's years at Disney World.



The Customer Rules

The Customer Rules Author Lee Cockerell
ISBN-10 9780770435615
Release 2013-03-05
Pages 208
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The former EVP 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. From the Hardcover edition.



Disneywar

Disneywar Author James B. Stewart
ISBN-10 9781847396891
Release 2008-12-09
Pages 608
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When you wish upon a star', 'Whistle While You Work', 'The Happiest Place on Earth' - these are lyrics indelibly linked to Disney, one of the most admired and best-known companies in the world. So when Roy Disney, chairman of Disney animation, abruptly resigned in November 2003 and declared war on chairman and chief executive Michael Eisner, he sent shock waves throughout the world. DISNEYWAR is the dramatic inside story of what drove this iconic entertainment company to civil war, told by one of America's most acclaimed journalists. Drawing on unprecedented access to both Eisner and Roy Disney, current and former Disney executives and board members, as well as hundreds of pages of never-before-seen letters and memos, James B. Stewart gets to the bottom of mysteries that have enveloped Disney for years. In riveting detail, Stewart also lays bare the creative process that lies at the heart of Disney. Even as the executive suite has been engulfed in turmoil, Disney has worked - and sometimes clashed - with a glittering array of Hollywood players, many of who tell their stories here for the first time.



Care Like a Mouse

Care Like a Mouse Author Lenn Millbower
ISBN-10 168390110X
Release 2018-01-31
Pages
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The Method of Walt Disney. Don't let them fool you. The magic of Disney is really method. Walt Disney developed sophisticated yet common-sense methods for everything he did, from films to theme parks. Once you know those methods, you can create some magic, too.



Four Seasons

Four Seasons Author Isadore Sharp
ISBN-10 1591842441
Release 2009
Pages 302
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A founder of the Four Seasons hotels shares the philosophy and values that he credits with his brand's success, recounting his rise from a disadvantaged child of immigrant parents while describing his commitment to superior design, quality amenities, and excellent service.



The Experience

The Experience Author Bruce Loeffler
ISBN-10 9781119028673
Release 2015-03-23
Pages 304
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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.



Inside the Magic Kingdom

Inside the Magic Kingdom Author Thomas K. Connellan
ISBN-10 UOM:49015002826288
Release 1997
Pages 194
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Now an insider takes you inside the incredible Disney service culture and presents simple, powerful concepts in a fun, memorable way.



Lead with Your Customer

Lead with Your Customer Author Mark David Jones
ISBN-10 9781562867157
Release 2010-06-01
Pages 256
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Business.



One Minute Service

One Minute Service Author Bruce Loeffler
ISBN-10 1932021167
Release 2012-01-15
Pages 135
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Offers ideas for creating a customer service culture that provides value, consistent quality, and excellence, using Walt Disney as a model to explain the suggestions.



The Cornell School of Hotel Administration on Hospitality

The Cornell School of Hotel Administration on Hospitality Author Michael C. Sturman
ISBN-10 9781118016268
Release 2011-03-31
Pages 512
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This cutting edge and comprehensive book—with contributions from the star faculty of Cornell University's School of Hotel Administration—offers the latest thinking on the best practices and strategies for hospitality management. A must for students and professionals seeking to enter or expand their reach in the hospitality industry, The Cornell School of Hotel Administration on Hospitality delivers the authoritative advice you need to: Develop and manage a multinational career and become a leader in the hospitality industry Maximize profits from franchise agreements, management contracts, and leases Understand and predict customer choices, and motivate your staff to provide outstanding service Manage hospitality businesses and the real estate underlying the businesses Control costs, coordinate branding strategy, and manage operations across multiple locations



The Business of Walt Disney and the Nine Principles of His Success

The Business of Walt Disney and the Nine Principles of His Success Author Barry Linetsky
ISBN-10 1683900588
Release 2017-05-05
Pages 578
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A New Perspective on Walt Disney. Walt Disney is justly famous as an animator, a builder of theme parks, and a creative genius. He was also a businessman, even though he disliked business. In this definitive and extensively researched book, you'll meet a lesser-known side of Walt Disney - his business side.