Dan’s Reviews > Be Our Guest: Perfecting the Art of Customer Service > Status Update

The discussion of process, that is the actual delivery of customer service, is where the rubber meets the road for me. Packed with Disney specific and non Disney examples alike, this passage certainly has my wrapt attention.

On further reflection, my criticism yesterday was unwarranted. The book describes customer experience concepts and how they apply them to their own customers. It is not incumbent upon them to come up with other examples; that’s for the reader to do.

No matter what page you’re on, you come away with the sense that Disney gets “it” in a way that just seems to evade the vast majority of companies.

Examples of customer service are presented as four parts “here’s how we do it” one part “here’s how one of our clients does it”, but I can’t issue a demerit, because how Disney does it is delightful, surprising, rewarding, and incredibly compelling. A business thought leader should have the awareness to understand the narrative and apply it in his or her own setting.

Man, they’re so, so good at this.

Something is making itself very clear. This book is written for company leaders, not daily practitioners of CS. The types of values Disney espouses and practices can only come from the highest levers of power.

Even at this early stage of the book, Disney’s approach to CS is coming into focus, and it really is the “whole of company” priority one might reasonably imagine it is.