Inside the Magic Kingdom : Disney's Seven Secrets To Success

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


Book Description
Now an insider takes you inside the incredible Disney service culture and presents simple, powerful concepts in a fun, memorable way.


Book Info
Outlines the seven keys to Disney's success. Now the principles that drive the culture and phenomenal success of Disney are disclosed in this fun, easy-to-read book. You will learn many insider secrets. DLC: Walt Disney Company.


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


About the Author
Tom Connellan is one of North America's leading authorities on the organizational changes necessary to create high performance, customer retention, and service quality. He is a captivating, entertaining, and informative speaker who crisscrosses the country each year helping leading companies forge stronger bonds with their customers. He is a senior principal with Performance Research Associates and the author of six business books, including Sustaining Knock Your Socks Off Service. Tom is a former faculty member and program director at the University of Michigan Business School. No stranger to the firing line of business, he founded a service company in the health-care field and built it into a network of 1,200 instructors serving 300 hospitals and most of the Fortune 500 firms. The reports of two different Surgeons General cited the firm's program quality. He lives in Ann Arbor, Michigan.


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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.


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