The Experience E-Book

Bruce Loeffler

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Sprache: Englisch

Seitenzahl: 368

Veröffentlichungsjahr: 2015

Beschreibung

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.

Leseprobe

CONTENTS

Cover

Title Page

Copyright

Foreword

Acknowledgments

Part I: Preshow (Setting the Stage)

Chapter One: The Experience Path: Why We Wrote the Book and How to Use It

Why Ambassadors?

Why Disney?

Chapter Two: The “I. C.A.R.E.” Principles

Do You Care?

Chapter Three: Five Levels of the Experience: What Level Are You?

What Level Are You On?

Motel “X”

The Staggering Results

Why Are the Levels Important?

Now What?

Part II: Onstage (The Customer Interface)

Chapter Four: Principle 1: Impression

Impression 1.1: Engage

Impression 1.2: Intentional

Impression 1.3: Senses

Impression 1.4: Emotion

Impression 1.5: Presentation

Impression 1.6: Professionalism

Impression 1.7: Pristine

Impression 1.8: Pride

Impression 1.9: Likeability

Impression 1.10: Consistency

Chapter Five: Principle 2: Connection

Connection 2.1: Communication

Connection 2.2: Deliberate

Connection 2.3: Personalize

Connection 2.4: Affirmation

Connection 2.5: Knowledge

Connection 2.6: Interaction

Connection 2.7: Respect

Connection 2.8: Trust

Connection 2.9: Relationship

Connection 2.10: Finishing

Chapter Six: Principle 3: Attitude

Attitude 3.1: Idealism

Attitude 3.2: Choice

Attitude 3.3: Desire

Attitude 3.4: Yes

Attitude 3.5: Happiness

Attitude 3.6: Optimism

Attitude 3.7: Expectations

Attitude 3.8: Persistence

Attitude 3.9: Ownership

Attitude 3.10: Illumination

Chapter Seven: Principle 4: Response

Response 4.1: Detail

Response 4.2: Engagement

Response 4.3: Urgency

Response 4.4: Insight

Response 4.5: Empathy

Response 4.6: Process

Response 4.7: Adaptation

Response 4.8: Validation

Response 4.9: Anticipation

Response 4.10: Recovery

Part III: Backstage (The Internal Interface)

Chapter Eight: Principle 5: Exceptionals

Exceptionals 5.1: Culture

Exceptionals 5.2: Excellence

Exceptionals 5.3: Ethos

Exceptionals 5.4: Accountability

Exceptionals 5.5: Teaming

Exceptionals 5.6: Investment

Exceptionals 5.7: Training

Exceptionals 5.8: Development

Exceptionals 5.9: Extraordinary

Exceptionals 5.10: Enjoyment

Chapter Nine: Finale: The One Level Challenge: What about You or Your Company Says, “I. C.A.R.E.”?

The Next Level

Leave the World Behind

Index

End User License Agreement

Guide

Cover

Table of Contents

Begin Reading

Part 1

Chapter 1

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The Experience

The 5 Principles of Disney Service and Relationship Excellence

Bruce Loeffler and Brian T. Church

Cover image: Jaimie Whitebread

Cover design: David Litwin (Pure Fusion Media)

Copyright © 2015 by Bruce Loeffler and Brian T. Church. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

Published simultaneously in Canada.

The Experience is in no way authorized by, endorsed by, or affiliated with the Walt Disney Company, Inc., Walt Disney World, Disneyland, or the Magic Kingdom. Walt Disney World and Epcot are registered trademarks of the Walt Disney Company. All references to such trade-marked properties are used in accordance with the Fair Use Doctrine and are not meant to imply that this book is a Disney product for advertising or other commercial purposes.

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, 222 Rosewood Drive, Danvers, MA 01923, [phone], fax [phone], or on the web at www.copyright.com. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, [phone], fax [phone], or online at www.wiley.com/go/permissions.

Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose. No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor the author shall be liable for damages arising herefrom.

For general information about our other products and services, please contact our Customer Care Department within the United States at [phone], outside the United States at [phone] or fax [phone].

Wiley publishes in a variety of print and electronic formats and by print-on-demand. Some material included with standard print versions of this book may not be included in e-books or in print-on-demand. If this book refers to media such as a CD or DVD that is not included in the version you purchased, you may download this material at http://booksupport.wiley.com. For more information about Wiley products, visit www.wiley.com.

ISBN 978-1-119-02865-9 (cloth); ISBN 978-1-119-02877-2 (ebk); ISBN 978-1-119-02867-3 (ebk)

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 in enhancing the service and presentation skills of the Disney cast. His name was Bruce Loeffler. Since that time, Bruce and I have worked on a number of projects while working at Disney as well as apart from Disney and have remained good friends over the past 30 plus years.

The principles presented in Bruce Loeffler and Brian Church's new book, The Experience, are an extension of many of the principles both Bruce and I taught during our years with Walt Disney World. What I found most beneficial in their book was the simplicity of the 5 “I. C.A.R.E.” Principles. It is so important that companies and every person within those organizations understand how each individual is responsible for the “Impression” they create, the “Connection” that is formed, the “Attitude” they possess, their “Response” in the face of trials, and how well they deliver on the “Exceptionals” of serving their fellow cast members (employees).

As I read through the manuscript, I kept reflecting on each of the specific actionable steps that serve as a blueprint on how to develop a service culture, both on a personal level as well as professionally. The Experience is really a guide that is designed to take you and your organization to the next level of the Experience your company provides.

It is my pleasure to recommend The Experience to you. I encourage you to take some time to study it and determine how you can best apply it to meet your desired results. Bruce and Brian's desire is to help you determine where your company currently stands and how to apply the Principles in this book to achieve the next levels of service for your customers and clients. My congratulations to both Bruce and Brian for their creation of this helpful tool, and I thank them for their continued efforts in making service and the guest Experience a primary component of corporate culture.

Dr. Spencer Craig

Former Manager of Disney University and the Walt Disney World Merchandise Division

Acknowledgments

The level of effort that went into this book was staggering, and we certainly did not do it alone. We want to begin by thanking God from whom all ideas flow. We would like to thank our wives for putting up with our wild ideas and for sharing the vision to create The Experience book. A special “thank you” to Danielle Wingate for her help on spearheading the development of the tools that have helped to make this project so unique.

The work that you see before you was not without heavy collaboration from our writing coach, Jonathan Street. His skill certainly helped round out the special nature of this book. We would like to thank Ariel Benjamin for being our Director of Research and for captaining our team of Vanderbilt University students. The testing and researching of 500 companies could not have been done without their enormous efforts.

We want to thank Dr. Spencer Craig for his insight, stories, and direction. They called Spencer “Mr. Inspiration” at Disney, and he has certainly been an inspiration to both of us on the project.

We also would like to recognize Joe Scarlett for taking the time to share insights from Tractor Supply, one of the country's true masters of the customer Experience. Joe's stories, ideas, and insights led to many of the supporting ideas within the manuscript.

There are just too many people to acknowledge in this small section. We want to thank everyone who was pivotal in making the manuscript and this tool possible. You know who you are, and we humbly thank you for being a part of this awakening and for sharing our commitment to a customer-relationship- and service-based revolution.

Part IPreshow (Setting the Stage)

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.