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. Customers are the lifeblood of business. A great product offering isn't enough in today's marketplace, where everyone's looking for an "experience.” Imagine the kind of value a Disney-level customer experience could bring to your organization. The Experience is a guide to getting there, from an insider's perspective.

Genres: Business

304 pages, Hardcover

First published March 23, 2015

Reviews

[Dana · Rating 1 out of 5]

Required for work. My God this is terrible. It just repeats the same basic statement over and over. I can't believe anyone gets anything useful from this.

[Monique · Rating 4 out of 5]

This book is a very informative tool for a company - or any individual - in customer service. Even though I found some of the info repetitive, the book still highlighted items that should be addressed.
I had to read this for work; got the book months ago, and read around half of it. Since there is a work-related retreat TOMORROW, in which this book is supposed to be read and discussed, I had to cram this shit in a few hours today. lol

[المهند السبيعي · Rating 5 out of 5]

I really liked how did the authors structure the book, the language used was simple and easy to understand, I highly recommend this book for every customer experience professional ... it is a must to read book.

One con I spotted during reading was the inability to link some explained concepts directly to the customer experience.

[Diana · Rating 3 out of 5]

I struggled with how to rate this book. The tips and techniques are wonderful, but the book is just so horribly repetitive that's it's a struggle to get through. Int he end, it gets 4 stars for content and 2 for presentation, averaging out to 3. Worth reading if you don't mind hearing the same thing over and over and over and over and over...

[Teresa · Rating 1 out of 5]

I find it hard to take a book seriously that quotes Rupert Murdoch and Roger Ailes as great businessmen and people. Hard pass. I only finished it as it was required for work.

To me, the “experience” is common sense and decency. Not sure anyone in business would see garbage on the ground and leave it in their workplace. And if so, they don’t belong in the workplace.

[Karen Stidham · Rating 5 out of 5]

The authors are sharing out of a wealth of analylitical compilation and have done their homework. Whatever experience you are hoping to bring about or improve, implementing what aspects of this advice you desire to try can only be a benefit. It is well written and engaging to the reader.

[Steven Hill · Rating 2 out of 5]

Not a great read, very focused on the front line of customer experience. Struggled to get into this

[Eric Wallace · Rating 2 out of 5]

While the focus on exceptional customer service is worthwhile and using Disney as an example is effective, the execution of this book is severely lacking.

Just take a glance at the table of contents and you'll see they selected 50 buzzwords having to do with customer service and grouped them under the 5 acronym-y categories, so each "chapter" is a two-page write-up about how that buzzword is important. Many of the chapters repeat the same ideas or even sentences to the reader's exasperation (e.g. how many ways can they say that Disney provides an exceptional customer experience? how many times do they have to tell us they spoke with the former CEO of Tractor Supply Co?).

I took a few useful tips from this which I can apply, and may take a glance again in the future -- but on the whole this was nearly 300 pages of words with less than 30 pages of actual content.

[Rachel Drogowski · Rating 5 out of 5]

I love Disney and have always been impressed with the service and experience provided. This book perfectly outlines why so many people are devoted to the company and go back again and again to have the same experience over again. The ICARE model is a great way to model any customer interactions a company may have. Highly recommend!

[Ayesha Hawkins · Rating 4 out of 5]

Rating 3.5. I am not giving this a solid four because it was written prior to our new reality but it has good tips for those in leadership on how to create a successful customer service culture. I think that some of the points were a little redundant. This book is also 7 years old so it might be time for a refresh as it relates to digital customer service.

[Jason Clover · Rating 5 out of 5]

The 5 principles have really changed my outlook on customer service

[Heather · Rating 5 out of 5]

Great customer service advice!