The Experience: The 5 Principles of Disney Service and Relationship Excellence

Chapter OneThe Experience PathWhy We Wrote the Book and How to Use It

Disneyland will never be completed. It will continue to grow as long as there is imagination left in the world.

—Walt Disney

We set out to write The Experience: The 5 Principles of Disney Service and Relationship Excellence in an effort to engage the marketplace in its greatest area of need: the Experience for the frontline consumer. While my career has focused on relationship building, relational inflection points, and relationship momentum, I am now blessed to be able to collaborate with one of the finest customer service trainers in the world in Bruce Loeffler. Bruce spent more than 10 years working within the walls of Disney and several years as its Coordinator of Service Excellence. We have now combined our collective travels, experiences, and intellectual property to deliver this manuscript to you. We invite you to use this book as a tool for creating “Ambassadors” through Exceptional customer service and by building relational Experiences.

The book's second chapter presents the “I. C.A.R.E.” Principles that you can use to test yourself, your services, and your organization using the Experience Quotient™. The idea was to create a path for you and your organization to achieve the Exceptional. Therefore, the book has been separated into three parts:

1. “Preshow”—for the book's overall idea, path, and premise
2. “Onstage”—for the ingredients to create an Exceptional Experience for your customers
3. “Backstage”—for ...