The Experience
The 5 Principles of Disney Service and Relationship Excellence
Gebonden Engels 2015 9781119028659Samenvatting
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.
Specificaties
Lezersrecensies
Inhoudsopgave
<p>Acknowledgments ix</p>
<p>Part I PRESHOW 1</p>
<p>(Setting the Stage)</p>
<p>Chapter One The Experience Path: Why We Wrote the Book and How to Use It 3</p>
<p>Chapter Two The I. C.A.R.E. Principles 8</p>
<p>Chapter Three Five Levels of the Experience: What Level Are You? 12</p>
<p>Part II ONSTAGE 23</p>
<p>(The Customer Interface)</p>
<p>Chapter Four Principle 1: Impression 25</p>
<p>Impression 1.1: Engage 30</p>
<p>Impression 1.2: Intentional 35</p>
<p>Impression 1.3: Senses 39</p>
<p>Impression 1.4: Emotion 45</p>
<p>Impression 1.5: Presentation 51</p>
<p>Impression 1.6: Professionalism 55</p>
<p>Impression 1.7: Pristine 60</p>
<p>Impression 1.8: Pride 65</p>
<p>Impression 1.9: Likeability 70</p>
<p>Impression 1.10: Consistency 75</p>
<p>Chapter Five Principle 2: Connection 78</p>
<p>Connection 2.1: Communication 82</p>
<p>Connection 2.2: Deliberate 86</p>
<p>Connection 2.3: Personalize 91</p>
<p>Connection 2.4: Affirmation 96</p>
<p>Connection 2.5: Knowledge 100</p>
<p>Connection 2.6: Interaction 104</p>
<p>Connection 2.7: Respect 108</p>
<p>Connection 2.8: Trust 111</p>
<p>Connection 2.9: Relationship 116</p>
<p>Connection 2.10: Finishing 120</p>
<p>Chapter Six Principle 3: Attitude 125</p>
<p>Attitude 3.1: Idealism 131</p>
<p>Attitude 3.2: Choice 135</p>
<p>Attitude 3.3: Desire 139</p>
<p>Attitude 3.4: Yes 144</p>
<p>Attitude 3.5: Happiness 148</p>
<p>Attitude 3.6: Optimism 152</p>
<p>Attitude 3.7: Expectations 157</p>
<p>Attitude 3.8: Persistence 161</p>
<p>Attitude 3.9: Ownership 166</p>
<p>Attitude 3.10: Illumination 171</p>
<p>Chapter Seven Principle 4: Response 176</p>
<p>Response 4.1: Detail 182</p>
<p>Response 4.2: Engagement 187</p>
<p>Response 4.3: Urgency 191</p>
<p>Response 4.4: Insight 195</p>
<p>Response 4.5: Empathy 198</p>
<p>Response 4.6: Process 202</p>
<p>Response 4.7: Adaptation 206</p>
<p>Response 4.8: Validation 212</p>
<p>Response 4.9: Anticipation 216</p>
<p>Response 4.10: Recovery 220</p>
<p>Part III BACKSTAGE 225</p>
<p>(The Internal Interface)</p>
<p>Chapter Eight Principle 5: Exceptionals 227</p>
<p>Exceptionals 5.1: Culture 231</p>
<p>Exceptionals 5.2: Excellence 237</p>
<p>Exceptionals 5.3: Ethos 242</p>
<p>Exceptionals 5.4: Accountability 246</p>
<p>Exceptionals 5.5: Teaming 250</p>
<p>Exceptionals 5.6: Investment 256</p>
<p>Exceptionals 5.7: Training 260</p>
<p>Exceptionals 5.8: Development 266</p>
<p>Exceptionals 5.9: Extraordinary 271</p>
<p>Exceptionals 5.10: Enjoyment 277</p>
<p>Chapter Nine Finale: The One Level Challenge: What about You or Your Company Says, I. C.A.R.E. ? 281</p>
<p>Index 287</p>
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