The Experience: The 5 Principles of Disney Service and Relationship Excellence, by Bruce Loeffler, Brian Church
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The Experience: The 5 Principles of Disney Service and Relationship Excellence, by Bruce Loeffler, Brian Church
Read Online Ebook The Experience: The 5 Principles of Disney Service and Relationship Excellence, by Bruce Loeffler, Brian Church
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
- Amazon Sales Rank: #526792 in eBooks
- Published on: 2015-03-23
- Released on: 2015-03-23
- Format: Kindle eBook
From the Inside Flap
The Walt Disney Company is known the world over for its quality of service. No other company is able to consistently create the magic, joy, and excitement that are characteristic of the Disney brand—though many have tried. What's Disney's secret? Drawing on years of experience training Disney employees and verseeing service excellence for other renowned organizations, the authors of The Experience reveal the five-part model that has kept Disney at the top for over 60 years. This model is applicable to all organizations involved in providing service or service-oriented products. The authors show readers how to transcend basic service and create experiences that customers will remember.
The foundation of The Experience is the I.C.A.R.E Customer Experience model. Authors Bruce Loeffler and Brian T. Church explain why Impressions, Connections, Attitudes, Responses, and Exceptionals are the non-negotiable principles of service excellence and business success. Unlike many framework-oriented books, The Experience remains eminently practical with Actionables at the end of each chapter. Readers can follow these concrete steps to ascend through the levels of the Experience Hierarchy.
Based on their survey of over 500 businesses, the authors of The Experience found that 60% of companies are average at best, and many of those are actually delivering a "toxic experience." Only 3% have achieved exceptional experiences—and this same 3% are likely to thrive into the future. In today's hyperconnected marketplace, these negative customer experiences are sure to be shared, and they can be disastrous for a business's reputation. On the other hand, only outstandingly positive experiences make it onto the social radar. That's why it's important now more than ever for organizations to know how their customer and employee experiences rank.
Readers of The Experience receive access to the unique, interactive Experience Quotient tool, which assesses the five I.C.A.R.E. principles and provides next steps toward creating devoted customers and brand ambassadors. In-text Quotient Questions also help in the process of reflecting on existing experience strengths and discovering places where there is room for improvement. With The Experience any service-oriented company can achieve Disney-like levels of brand loyalty by executing the experience on an exceptional level.
From the Back Cover
Praise for THE EXPERIENCE
"The Experience book accurately depicts the ingredients needed to create an exceptional customer experience. I found the road map in the book to be clear, insightful and relevant to the retail world as well as any organization that desires to create a strong relationship with clients and consumers." —Joe Scarlett, Retired Chairman and CEO, Tractor Supply Company
"If you don't make the customer the priority of your product and delivery, you will fail at whatever efforts you make. The Experience is a remarkable expression of the details of growing a business or institution by making the connection with the customer your focal point." —Jimmy Draper, President Emeritus, LifeWay
"I've worked with hundreds of organizations on customer service improvement initiatives. I can tell you that if you follow the blueprint offered here by Bruce and Brian, your organization will create an Experience that drives intense customer loyalty." —Dennis Snow, Former Manager at the Disney Institute, President, Snow & Associates
Inside, you'll find:
- The I. C.A.R.E Principles and the "Disney-inspired" Non-Negotiables for each principle that every excellent brand must deliver
- Access to the interactive Experience Quotient tool to identify your 12 greatest opportunities for improvement
- Quotient Questions that promote in-depth reflection on each of the Non-Negotiables
- Actionables providing "try this" tips for ascending to the next level on the experience hierarchy
- Step-by-step instructions for completing the One Level challenge to quickly develop a better customer experience
When your customers walk through your doors or access your service-oriented products, they should leave the outside world and become immersed in the world of your brand. Few businesses have reached this Disney-like level of success, but now, with The Experience, anyone with the right level of commitment can achieve excellence.
About the Author
BRUCE LOEFFLER is the Co-Founder and President of Experience International. In his 10 years at Disney, Bruce held several key positions including the first Disney Service Excellence Coordinator. Bruce has developed numerous training programs for Disney and other Fortune 500 Companies specializing in customer service, motivation, communication, leadership and the Customer Experience. Bruce@TheExpInt.com
BRIAN T. CHURCH is the Co-Founder of Experience International as well as the CEO of Ambassadors International. Brian specializes in building business relationships and creating relational momentum for brands, ideas and endeavors around the globe. Brian@TheExpInt.com
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Most helpful customer reviews
4 of 4 people found the following review helpful. Bring "The Experience" to Your Organization and Elevate Your Guest Experiences to a New Level By Robert Adams I am continually on the lookout for the best resources to use in training church Guest Experience teams.And a new resource – from the world of Customer Service – is going to take Guest Experiences to a new level.All churches have customers – they just call them by a different name.How can your church be proactive in creating an Experience that will amaze Guests (and everyone coming to your church campus), and help them prepare for worship by being genuinely welcomed?A great first step is to look to the organization that is known world-wide for its outstanding Guest Services – Disney. And there’s no better place to start than a brand-new book – “The Experience: The 5 Principles of Disney Service and Relationship Excellence.”Walt Disney set the standard for Guest Services, and Disney Legends like Van France, Dick Nunis, Marty Sklar, and a host of others refined them over the years. From a single theme park in 1955, Disney has spread literally around the world (and across the oceans) with their unique methods of making everyone feel “magical.”In 1983, a number of key leaders from across Walt Disney World formed a team that was designed to take the Disney Guest Experience to the next level. A part of that team was a young man tasked to enhance the service and presentation skills of the Disney Cast Members – Bruce Loeffler.During the next decade, Loeffler and the rest of the team successfully planned, implemented, revised, and then spread basic principles of Guest Experiences to all Disney properties.In the next two decades that followed, Loeffler continued to refine and extend those principles in his own consulting group. Now, joined by Brian Church, those principles can be found in “The Experience.”The heart of “The Experience” contains five I CARE principles:• Impression• Connection• Attitude• Response• ExceptionalsDon’t let the simplicity fool you! Packed along with the 5 principles you will find 10 “Non-Negotiables” for each Principle, followed by “Actionables” designed to help you put the Principle in practice in your own organization. Each Actionable is introduced by a “Quotient Question” to make you think and connect the broad Principle to a specific Non-Negotiable.Brilliant. Simply Brilliant!Easy? Not really – but your organization doesn’t need easy solutions when it comes to creating a Guest Experience or revising an existing one. If it was easy you would already be doing it.Here’s a short example of how you can use the information found in “The Experience” at your organization.I’m going to start at the beginning, and list the first Principle, the first Non-Negotionable, and and how I’m going to modify the Actionables in leading Guest Experience teams I work with.I – ImpressionNon-Negotiable 1.1 – Engage: The first Impression! Engaging and making the effort for initial positive contact.Quotient Question: How demonstrative and strategic are the efforts to make positive first Impressions with your Guests?Actionable: To the Guest, you are the organization. It is your job to initiate and create a positive first Impression with each Guest you encounter.Try This When first meeting a Guest, be personable and friendly. Welcome them with a genuine smile, eye contact, and a warm greeting. Rehearse this with your team and consider having a warm-up for teams that have contact with Guests. Consider it your “engagement calisthenics.” Before you start your day, take a moment in your team huddle and give each other a big smile – just in case you forgot what it looks like! Next, try a frown, next anger, next confusion, and finally apathy. It is important for you to see what Guests might see every day – and how it looks on you! Look Guests directly in the eye. The more genuine your warmth is, the more it reflects in your eyes as a smile. When you look Guests in the eye, it demonstrates confidence in yourself and a primary reason to trust you. Start with your team building the eye contact habit – and watch the level of how people Experience you increases.I deal with Guest Experience materials every day in my passion of helping churches make the best, First Impression on Guests as they come to their church campuses. Like “The Experience,” almost all those resources come from the world of Customer Service in the business world. Many of them are good……but “The Experience” has just ushered in a new level of helpful tools for Guest Experience leaders and teams to improve their game. Wisely, the authors caution against trying to do too much. The final chapter presents a “One Level Challenge” that encourages you to identify 12 areas that will become a monthly growth point for your teams over the next year.Imagine having a readily-adaptable action plan for the encouragement and training of your Guest Experience teams for the next year!That’s just one of the benefits “The Experience” delivers.The I CARE Principles and their supporting Non-Negotiables found in “The Experience” are the elements and opportunities that can help you enhance the Guest Experience for your church.I strongly recommend you order a copy today – NOW – and begin a journey to Guest Experience Excellence.
2 of 2 people found the following review helpful. Delivering great customer service is one of the most important tasks ... By Dr. K. Narramore 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.
1 of 1 people found the following review helpful. Everyone Deserves a Better Experience By Amazon Customer This book gives tons of useful data all packaged into crisp sound bites. The amount of information provided in such a "breasy" read is written and organized just as powerfully as the philosphy it holds. The use of the Disney model is quite fitting; this book actually makes me dream WHILE piecing together practical tools to put that vision in action (like Walt himself). Church and Loeffler lay out a market where mutual understanding between customer and CEO, employee and manager creates a world of greater profit both monetarily and emotionally. I highly reccommend this read to any kind of company owner, business person, entreprenuer anywhere. Anyone making money for a living can benefit from principles that heighten the quality of human exchange and a grading system that can provide you the truth about the worth of your service.
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