Description
Discover the transformative power of exemplary customer service with 'The Experience'. This essential guide harnesses insider wisdom learned from the Disney vault by co-author Bruce Loeffler, who dedicated over a decade at Disney World perfecting service excellence. This book integrates the I.C.A.R.E. model—Impression, Connection, Attitude, Response, and Exceptionals—offering a structured approach to elevate your customer experience. Delve into identifying existing service challenges, and discover how your organization can redefine its customer engagement strategy to achieve Disney-like standards. Learn about the five levels of customer experience and why many businesses struggle to reach them, paving the way for improvements that convert satisfied customers into enthusiastic ambassadors. With 304 pages of valuable insights and real-world examples, this 2015 edition published by John Wiley & Sons Inc will help your organization cultivate unforgettable experiences that resonate with customers. Unlock the secrets to developing a customer-centric culture that stands out in today’s marketplace. Start your journey towards service excellence today. Note: Shipping for this item is free. Please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled.
Note: Shipping for this item is free. Please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled.
Condition: BRAND NEW
ISBN: 9781119028659
Year: 2015
Publisher: John Wiley & Sons Inc (US)
Pages: 304
Description:
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
Ă‚Â? 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 t
Note: Shipping for this item is free. Please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled.
Condition: BRAND NEW
ISBN: 9781119028659
Year: 2015
Publisher: John Wiley & Sons Inc (US)
Pages: 304
Description:
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
Ă‚Â? 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 t