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Why this Disney Customer Service book is important:
This Disney Customer Service book is uniquely different from other Customer Service books. It is written from 30 years of first hand Disney Cast Member experience. It is written from a rare and distinguished opportunity to teach the Disney Customer Service Way to countless business leaders at every level and in every industry. This book also places Leadership as one of five golden organizational vibrancy pillars.
The content is context-neutral, meaning it applies to every organization that has leaders, employees, customers, a reputation, and problems to solve and opportunities to seize.
No other Disney Customer Service book is a critical part of a series of Disney Business books intentionally designed to compliment one another.
The way i’ve grown to simplify explaining the Disney Way is to say this: there is only one Disney and only one Disney Way.
The Disney Way can be impossible to comprehend, and challenging to explain.
Unless.
Unless you break it down into manageable chunks.
Which begs the question, “Who is qualified with the depth and breadth to deliver both expert comprehension and an expert translation?”
The only reason i spent 15 years delivering five unique professional development content tracks at Disney Institute is so we didn’t overwhelm non-Disney business leaders.
Yes, five distinct pillars make the Disney Way easier to understand visually which opens the door for more effective intellectual comprehension.
These “non-Disney” business leaders from every industry and all management levels all had one goal. To learn what Disney does, how Disney does it, and why Disney does it.
Any use of the word we is simply a deeply-embedded commitment (read habit) to our (there, did it again) Disney Culture and everything it stands for.
If born and raised an American, always an American.
If an entire career is dedicated as a Disney Cast Member, always a Disney Cast Member.
Five common-sense, manageable business pillars: Leaders, Employees, Customers, Brand, and Innovation.
Leaders drive the employee experience.
Employees drive the customer experience.
Customers vote by definitely returning or repurchasing, and by definitely recommending – the loyalty effect, if you will.
As a blinding flash of the obvious, the world’s greatest, historically growth-focused and successful organizations have world-class creativity and innovation deeply embedded in their DNA.
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