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.
Most Helpful Customer Reviews
Zip-a-Dee-Doo-Dah! Delivering great customer service is one of the most important tasks of managers and employees today. This book's straightforward, practitioner-oriented approach provides a great deal of clarity compared to the other titles I've read on the subject. It takes the mystery out of turning customer service into bottom line profits.
Having worked with Bruce Loeffler over the years, I first noted that the book reads like Bruce speaks: understandably, to the point, and from the heart. I'm aware of how the authors feel about customer loyalty and you can see that important aspect of successful businesses virtually on every page. Easily understood, "The Experience" is enhanced by the use of "Quotient Questions" and "Actionables" throughout, challenging readers to be active readers, who can and will be able to give a value added to their company/business. Should be an automatic add-on to any business library.
Zig Ziglar once said "you can have everything in life you want if you will just help enough other people get what they want " ... simple saying but how to accomplish it? The Experience simply teaches you how to accomplish what Zig promoted! Absolutely a great resource. This is a book that will NOT sit on the shelf if you are serious about serving your customers ... whatever they look like and how ever you serve them!
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