The Experience (ePub)

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

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.