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Now an insider takes you inside the incredible Disney service culture and presents simple, powerful concepts in a fun, memorable way.
- Sales Rank: #70542 in Books
- Color: White
- Brand: Brand: Peak Performance
- Published on: 1997-03-25
- Ingredients: Example Ingredients
- Original language: English
- Number of items: 1
- Dimensions: 8.44" h x .81" w x 5.94" l, .91 pounds
- Binding: Hardcover
- 160 pages
- Autographed Book Plate Inside
From Booklist
Those who worry that corporations have become excessively big and powerful must still admit that firms such as McDonald's, Wal-Mart, and Disney have got at least one thing right. They know how to keep the customer satisfied and coming back for more! Connellan, a senior principal in a consulting firm specializing in customer loyalty and coauthor of Sustaining Knock Your Socks Off Service (1993), holds up Disney in particular as exemplary. Here he re-creates a fictional visit to Disney's Magic Kingdom to bring to life examples of the customer service concepts Disney practices. Connellan was neither encouraged nor authorized by Disney management to write this book, but he did attend a Disney University seminar in Lake Buena Vista, Florida, to learn more about the "Disney approach to leadership, people management, [and] service quality." David Rouse
From the Inside Flap
Disney is recognized and admired around the world. The company's remarkable success comes from its ability to keep customers coming back again and again. Almost 70 percent of Magic Kingdom guests are return visitors.
Now, the principles that drive the culture and phenomenal success of Disney are disclosed in this fun, easy-to-read book. Based on interviews and discussions with past and present Disney employees, it reveals seven key lessons that can be applied in any company and provides powerful examples that will help employees at any level become more customer focused. You'll learn:
How Disney creates and sustains one of the most powerful corporate cultures ever
Whos the real competition for Disney and your company
How to get all employees to understand and believe that they play an important role
The type of feedback that is even more damaging than punishment and how to avoid this common trap
The special way Disney cast members learn teamwork and how you can put that into practice at your company
You'll also learn many insider secrets that will make you a hero to your children and a fun traveling companion on your next trip to the Magic Kingdom!
Some of the lessons youll take from Disney's powerful customer service culture include:
--How to track customer satisfaction like Tinkerbell and get real-time data and high response rates (page 70)
--How to use powerful methods like Disney's "Guest Service Fanatic" cards and the "Spirit of Disney Award" to recognize, celebrate, and reward quality work (pages 87 and 90)
--How to best respond to a question like "What time does the 3:00 parade start?" (page 126)
--How to model your selection and training on such successful programs as "Traditions," "Wish upon a Star," and "We've Come a Long Way, Mickey" (page 139)
--How to create a feeling of partnership with outside vendors so they become part of your team (page 163)
From the Back Cover
The only business book ever written that will make you a hero to your kids!
"This is not only a fascinating behind-the-scenes look at what makes the Magic Kingdom tick, but the lessons can be applied to enhance the success of any company."
- Larry King
"Thumbs up! A fast-paced book that forces you to look closely at how you do business. Whether you're with a Fortune 1000 company or a home-based office, it will help set you apart. Lesson 7 alone makes it a high-payoff investment."
- J.W. "Bill" Marriott, Jr., chairman of the board, Marriott International, Inc.
"A powerful book! Shows how all businesses can retain customer loyalty. Tom's unique approach reveals thought-provoking ideas to keep your customers coming back. I highly recommend that you read it today."
- Kathy L. Anderson, partner, KPMG Peat Marwick LLP END
Most helpful customer reviews
0 of 0 people found the following review helpful.
The ROI of "Magic"
By Robert Morris
Connellan creates a fictional situation in which five executives (previously strangers) meet for several days of discussion at Disney World under the supervision of "Mort Vandeleur" (whom none of them had previously known) to learn why 70% of Magic Kingdom guests are return visitors. Vandeleur is a former cast member of both Disneyland and Disney World who now earns his living as a consultant to other companies to improve their customer relationships. Do not ignore the importance of the phrase "cast member" and the word "guest" because both are essential to understanding two of the primary reasons for the success of all of Disney's Magic Kingdoms: the role of each Disney employee, and, how each visitor is treated by all employees. Indeed, both are essential to creating and then sustaining the "magic" of those communities. By design, the five executives are significantly different in terms of their previous business experiences, expectations upon arrival, personalities, initial reactions to Vandeleur, and (most importantly) the process of learning throughout interaction with him, each other, and various guests as well as cast members.
It would be a disservice both to Connellan and to the reader to reveal the seven "Lessons" which each of the five learns. However, I do want to note that Connellan (unlike Vandeleur) has never worked for Disney in any capacity. Also, that he assumes full responsibility for the book he has written, presumably written with the knowledge but not with the necessary approval of Disney. Also, that each of the "Gang of Five" is fictitious, as are all cast members identified by name except Michael Eisner, Dick Nunis, and Judson Green. Finally, that Connellan includes several of his own ideas about creating magic, such as Lesson 7: "Xvxryonx makxs a diffxrxncx."
As indicated in his previous books and articles, Connellan has a great deal of value to say about how to provide consistently superior customer service. What I found especially beneficial in this book is Connellan's emphasis on the importance of collaboration throughout any organization to provide such service. I am reminded of a scene near the end of the film Spartacus when the victorious Roman general (played by Olivier) and his slavemaster (played by Ustinov) make their way among the defeated gladiators looking for their leader or someone who will identify his body. Finally, one by one, the gladiators stand and each asserts "I am Spartacus!" Each cast member, in a sense, IS the Magic Kingdom. (How many of those in your own organization feel the same pride and passion?) My point is that, yes, Connellan examines superior customer service at Disney World and does so quite well but he also provides excellent insights into the total dependence of such service (there and elsewhere) on those who feel privileged (key word) to provide it. Most will find this an "easy read" so I conclude with a word of caution: The situation may be fictitious and, on occasion, developments may seem contrived but stay with the narrative to its conclusion. The lessons learned can help to guide and inform the transformation any organization into a Magic Kingdom.
0 of 0 people found the following review helpful.
Simple Truths
By TDM
Inside the Magic Kingdom was a very light read on how Disney treats their customers and employees. The journey is in story format. It is a make believe adventure of adults who go to the Disney Park to learn about the reason Disney is successful. The lessons are light hearted but are logical and can be of great help. This book is not about specifics related to the Disney Company. It is simply observations of the author about why Disney is successful. It is a very quick read with not much depth. I think it is very valuable to any business owner/ customer relations representative but realize it is not a true in depth look at the company.
0 of 0 people found the following review helpful.
Fantastic Read!
By Ayla Freeman
Inside the Magic Kingdom was one the easiest and best management/customer relations books I have ever read. It is written in a way that allows the reader to obtain knowledge in a fun and easy manner. There are seven principles described in the book and each and everyone of them is important in their own way.
If I were a manager I would read this and then suggest/assign to everyone in my department. Also, this would be a great book for a professor to assign to their class.
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