عنوان

The experience :

1119028655

9781119028659

9781119028673

9781119028772

dltt

The experience :

[Book]

the 5 principles of Disney service and relationship excellence /

Bruce Loeffler and Brian T. Church

ix, 294 pages :

illustrations ;

24 cm

"How to tell your clients and customers I.C.A.R.E."--Jacket

Includes index

Part I PRESHOW 1 (Setting the Stage) -- Chapter One The Experience Path: Why We Wrote the Book and How to Use It -- Chapter Two The I.C.A.R.E. Principles -- Chapter Three Five Levels of the Experience: What Level Are You? -- Part II ONSTAGE (The Customer Interface) -- Chapter Four Principle 1: Impression -- Impression 1.1: Engage -- Impression 1.2: Intentional -- Impression 1.3: Senses -- Impression 1.4: Emotion -- Impression 1.5: Presentation -- Impression 1.6: Professionalism -- Impression 1.7: Pristine -- Impression 1.8: Pride -- Impression 1.9: Likeability -- Impression 1.10: Consistency -- Chapter Five Principle 2: Connection -- Connection 2.1: Communication -- Connection 2.2: Deliberate -- Connection 2.3: Personalize -- Connection 2.4: Affirmation -- Connection 2.5: Knowledge -- Connection 2.6: Interaction -- Connection 2.7: Respect -- Connection 2.8: Trust -- Connection 2.9: Relationship -- Connection 2.10: Finishing -- Chapter Six Principle 3: Attitude -- Attitude 3.1: Idealism -- Attitude 3.2: Choice -- Attitude 3.3: Desire -- Attitude 3.4: Yes -- Attitude 3.5: Happiness -- Attitude 3.6: Optimism -- Attitude 3.7: Expectations -- Attitude 3.8: Persistence -- Attitude 3.9: Ownership -- Attitude 3.10: Illumination -- Chapter Seven Principle 4: Response -- Response 4.1: Detail -- Response 4.2: Engagement -- Response 4.3: Urgency -- Response 4.4: Insight -- Response 4.5: Empathy -- Response 4.6: Process -- Response 4.7: Adaptation -- Response 4.8: Validation -- Response 4.9: Anticipation -- Response 4.10: Recovery

Part III BACKSTAGE -- (The Internal Interface) -- Chapter Eight Principle 5: Exceptionals -- Exceptionals 5.1: Culture -- Exceptionals 5.2: Excellence -- Exceptionals 5.3: Ethos -- Exceptionals 5.4: Accountability -- Exceptionals 5.5: Teaming -- Exceptionals 5.6: Investment -- Exceptionals 5.7: Training -- Exceptionals 5.8: Development -- Exceptionals 5.9: Extraordinary -- Exceptionals 5.10: Enjoyment -- Chapter Nine Finale: The One Level Challenge: What about You or Your Company says, "I. C.A.R.E.?

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"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."--Jacket

Walt Disney Company-- Customer services

Consumer satisfaction

Customer relations

Customer services

Loeffler, Bruce

Church, Brian T.

20170302051035.5

rda

[Book]

Y