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Title: Inside the Magic Kingdom: Seven Keys to Disney's Success by Thomas K. Connellan, Tom Connellan ISBN: 1-885167-23-7 Publisher: Bard Press Pub. Date: May, 1997 Format: Hardcover Volumes: 1 List Price(USD): $20.00 |
Average Customer Rating: 4.62 (42 reviews)
Rating: 5
Summary: INSIDE THE MOUSE'S HEAD
Comment: INSIDE THE MAGIC KINGDOM is a terrific read just to have a look at how Disney does what it does with its company and theme parks from the standpoint of customer service. Incredible stuff. You won't believe what pains Disney takes to make us more comfortable and, of course, amenable to making a return trip or purchase.
The real "magic" of this book are the applications that anyone can make of its principles to a customer service or to attention to detail that one intends to make in ones own life. Disney does not own the principles here and they can be learned and used by anyone who wants to improve his organization's (or personal) customer service strategy.
THE HORSEMAN
Rating: 5
Summary: McDisney
Comment: Inside the Magic Kingdom is a great book when read just to get information about why Disney does what it does with its company and theme parks from the standpoint of customer service.
The real power, as I see it, of this book come from seeing that, like McDonalds, Disney has discovered how to apply a customer service attitude across all areas of their business operations. Moreover, these principles are not proprietary and can be learned and applied by anyone seeking to improve his or her company's (or personal) customer service strategy.
Read the book and apply the lessons and don't get too hung up on the dialogue of things.
Rating: 4
Summary: I normally don't like books like this, but...
Comment: I normally don't like books like this, but...
this one by a noted customer service guru seemed to please me.
This is one of those books you buy to read on a one hour airplane trip. It's an easy-to-read, fictional story about customer service. Kinda hokey, cute. But it wasn't too cute as this genre often can be.
The book is organized around 7 major customer service concepts. But you'll end up with maybe 20 thoughts that trigger ideas. Many of them will be stupidly simple, but most businesses don't do them. Several of them will be embarassing. Several will be important.
There was one point that I thought was particularly important: Your competition is whoever your customer would compare you to... whoever raises your customer's expectations. So that means FedEx on fast delivery reliability, or in other areas: L.L. Bean, or GE's answer center. So, don't benchmark your industry competition, benchmark the best in each area of your services.
Again, its a cute book but not too cute. It's fun to read, easily consumed in a one hour flight. You'll end up with a few good ideas. It's a great way to keep reminded on customer service topics. I enjoyed finding out more about Disney.
John Dunbar
Sugar Land, TX
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Title: The Disney Way by Bill Capodagli, Lynn Jackson ISBN: 0070120641 Publisher: McGraw-Hill Trade Pub. Date: 31 December, 1998 List Price(USD): $24.95 |
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Title: Be Our Guest: Perfecting the Art of Customer Service by Disney Institute ISBN: 0786853948 Publisher: Disney Editions Pub. Date: 01 June, 2003 List Price(USD): $10.95 |
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Title: The Disney Way Fieldbook: How to Implement Walt Disney¿s Vision of ¿Dream, Believe, Dare, Do¿ in Your Own Company by Bill Capodagli, Lynn Jackson ISBN: 0071361065 Publisher: McGraw-Hill Trade Pub. Date: 28 August, 2000 List Price(USD): $24.95 |
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Title: The Nordstrom Way : The Inside Story of America's #1 Customer Service Company by Robert Spector, Patrick D. McCarthy ISBN: 0471161608 Publisher: John Wiley & Sons Pub. Date: September, 1996 List Price(USD): $17.95 |
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Title: Imagineering Way, The: Ideas to Ignite Your Creativity by The Imagineers ISBN: 0786854014 Publisher: Disney Editions Pub. Date: 30 June, 2003 List Price(USD): $15.95 |
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