April 2015
Beginner
304 pages
5h 46m
English
book
The Experience: The 5 Principles of Disney Service and Relationship Excellence
by Brian T. Church, Bruce Loeffler
Content preview from The Experience: The 5 Principles of Disney Service and Relationship Excellence
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
Foreword
Few companies truly understand the value of creating a great customer Experience—and no organization has ever done it better than Disney. More than any other vocational encounter, Walt Disney World left an imprint in my mind and on my life. As one of the original cast members at Disney World in 1971, and during my 25 years as a member of the management team, creating an Exceptional Guest Experience was the foundation of our culture, as it still is today. We set out to build the “Happiest Place on Earth” and to design an Exceptional Experience like no other company in the world. I felt honored to be a small part of Disney's success.
“We work while others (our guests) play” was the motto we lived as we created a destination for guests around the world looking to escape their day-to-day routines for a world of fantasy, family, and fun. As a manager in the Merchandise Division for Walt Disney World and later the Disney University, it was part of my job to help instill the importance of building an incredible experience for our Disney guests through encouraging the idealism of service above expectation. I've long felt that someone needed to write a book and reveal the principles of excellence used to build an Exceptional Guest Experience…and now they have.
In 1983, a number of key leaders from across Walt Disney World united to form a team that was designed to take the Disney Experience to the next level. Within that team was a young man who created a new position to assist ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Read now
Unlock full access
More than 5,000 organizations count on O’Reilly
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.