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.
قائمة المحتويات
Foreword Dr. Spencer Craig vii
Acknowledgments ix
Part I Preshow (Setting the Stage) 1
Chapter One The Experience Path: Why We Wrote the Book and How to Use It 3
Chapter Two The ‘I. C.A.R.E.’ Principles 8
Chapter Three Five Levels of the Experience: What Level Are You? 12
Part II Onstage (The Customer Interface) 23
Chapter Four Principle 1: Impression 25
Impression 1.1: Engage 30
Impression 1.2: Intentional 35
Impression 1.3: Senses 39
Impression 1.4: Emotion 45
Impression 1.5: Presentation 51
Impression 1.6: Professionalism 55
Impression 1.7: Pristine 60
Impression 1.8: Pride 65
Impression 1.9: Likeability 70
Impression 1.10: Consistency 75
Chapter Five Principle 2: Connection 78
Connection 2.1: Communication 82
Connection 2.2: Deliberate 86
Connection 2.3: Personalize 91
Connection 2.4: Affirmation 96
Connection 2.5: Knowledge 100
Connection 2.6: Interaction 104
Connection 2.7: Respect 108
Connection 2.8: Trust 111
Connection 2.9: Relationship 116
Connection 2.10: Finishing 120
Chapter Six Principle 3: Attitude 125
Attitude 3.1: Idealism 131
Attitude 3.2: Choice 135
Attitude 3.3: Desire 139
Attitude 3.4: Yes 144
Attitude 3.5: Happiness 148
Attitude 3.6: Optimism 152
Attitude 3.7: Expectations 157
Attitude 3.8: Persistence 161
Attitude 3.9: Ownership 166
Attitude 3.10: Illumination 171
Chapter Seven Principle 4: Response 176
Response 4.1: Detail 182
Response 4.2: Engagement 187
Response 4.3: Urgency 191
Response 4.4: Insight 195
Response 4.5: Empathy 198
Response 4.6: Process 202
Response 4.7: Adaptation 206
Response 4.8: Validation 212
Response 4.9: Anticipation 216
Response 4.10: Recovery 220
Part III Backstage (The Internal Interface) 225
Chapter Eight Principle 5: Exceptionals 227
Exceptionals 5.1: Culture 231
Exceptionals 5.2: Excellence 237
Exceptionals 5.3: Ethos 242
Exceptionals 5.4: Accountability 246
Exceptionals 5.5: Teaming 250
Exceptionals 5.6: Investment 256
Exceptionals 5.7: Training 260
Exceptionals 5.8: Development 266
Exceptionals 5.9: Extraordinary 271
Exceptionals 5.10: Enjoyment 277
Chapter Nine Finale: The One Level Challenge: What about You or Your Company Says, ‘I. C.A.R.E.’? 281
Index 287
عن المؤلف
BRUCE LOEFFLER is the Co-Founder and President of Experience International. In his 10 years at Disney, Bruce held several key positions including the first Disney Service Excellence Coordinator. Bruce has developed numerous training programs for Disney and other Fortune 500 Companies specializing in customer service, motivation, communication, leadership and the Customer Experience. Bruce@The Exp Int.com
BRIAN T. CHURCH is the Co-Founder of Experience International as well as the CEO of Ambassadors International. Brian specializes in building business
relationships and creating relational momentum for brands, ideas and endeavors around the globe. Brian@The Exp Int.com
المزيد من الكتب الإلكترونية من نفس المؤلف (المؤلفين) / محرر
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