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The Experience: The 5 Principles of Disney Service and Relationship Excellence, by Bruce Loeffler Brian Church

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From the Inside Flap

The Walt Disney Company is known the world over for its quality of service. No other company is able to consistently create the magic, joy, and excitement that are characteristic of the Disney brand—though many have tried. What's Disney's secret? Drawing on years of experience training Disney employees and verseeing service excellence for other renowned organizations, the authors of The Experience reveal the five-part model that has kept Disney at the top for over 60 years. This model is applicable to all organizations involved in providing service or service-oriented products. The authors show readers how to transcend basic service and create experiences that customers will remember. The foundation of The Experience is the I.C.A.R.E Customer Experience model. Authors Bruce Loeffler and Brian T. Church explain why Impressions, Connections, Attitudes, Responses, and Exceptionals are the non-negotiable principles of service excellence and business success. Unlike many framework-oriented books, The Experience remains eminently practical with Actionables at the end of each chapter. Readers can follow these concrete steps to ascend through the levels of the Experience Hierarchy. Based on their survey of over 500 businesses, the authors of The Experience found that 60% of companies are average at best, and many of those are actually delivering a "toxic experience." Only 3% have achieved exceptional experiences—and this same 3% are likely to thrive into the future. In today's hyperconnected marketplace, these negative customer experiences are sure to be shared, and they can be disastrous for a business's reputation. On the other hand, only outstandingly positive experiences make it onto the social radar. That's why it's important now more than ever for organizations to know how their customer and employee experiences rank. Readers of The Experience receive access to the unique, interactive Experience Quotient tool, which assesses the five I.C.A.R.E. principles and provides next steps toward creating devoted customers and brand ambassadors. In-text Quotient Questions also help in the process of reflecting on existing experience strengths and discovering places where there is room for improvement. With The Experience any service-oriented company can achieve Disney-like levels of brand loyalty by executing the experience on an exceptional level.

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From the Back Cover

Praise for THE EXPERIENCE "The Experience book accurately depicts the ingredients needed to create an exceptional customer experience. I found the road map in the book to be clear, insightful and relevant to the retail world as well as any organization that desires to create a strong relationship with clients and consumers." —Joe Scarlett, Retired Chairman and CEO, Tractor Supply Company "If you don't make the customer the priority of your product and delivery, you will fail at whatever efforts you make. The Experience is a remarkable expression of the details of growing a business or institution by making the connection with the customer your focal point." —Jimmy Draper, President Emeritus, LifeWay "I've worked with hundreds of organizations on customer service improvement initiatives. I can tell you that if you follow the blueprint offered here by Bruce and Brian, your organization will create an Experience that drives intense customer loyalty." —Dennis Snow, Former Manager at the Disney Institute, President, Snow & Associates Inside, you'll find: The I. C.A.R.E Principles and the "Disney-inspired" Non-Negotiables for each principle that every excellent brand must deliver Access to the interactive Experience Quotient tool to identify your 12 greatest opportunities for improvement Quotient Questions that promote in-depth reflection on each of the Non-Negotiables Actionables providing "try this" tips for ascending to the next level on the experience hierarchy Step-by-step instructions for completing the One Level challenge to quickly develop a better customer experience 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.

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Product details

Hardcover: 304 pages

Publisher: Wiley; 1 edition (April 20, 2015)

Language: English

ISBN-10: 9781119028659

ISBN-13: 978-1119028659

ASIN: 1119028655

Product Dimensions:

6.3 x 1.1 x 9.1 inches

Shipping Weight: 1.1 pounds (View shipping rates and policies)

Average Customer Review:

4.8 out of 5 stars

29 customer reviews

Amazon Best Sellers Rank:

#234,508 in Books (See Top 100 in Books)

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.The book was very simple and as a reader, I really enjoyed reading it :) ... simple is better

Having worked with Bruce Loeffler over the years, I first noted that the book reads like Bruce speaks: understandably, to the point, and from the heart. I'm aware of how the authors feel about customer loyalty and you can see that important aspect of successful businesses virtually on every page. Easily understood, "The Experience" is enhanced by the use of "Quotient Questions" and "Actionables" throughout, challenging readers to be active readers, who can and will be able to give a value added to their company/business. Should be an automatic add-on to any business library.

Zig Ziglar once said "you can have everything in life you want if you will just help enough other people get what they want " ... simple saying but how to accomplish it? The Experience simply teaches you how to accomplish what Zig promoted! Absolutely a great resource. This is a book that will NOT sit on the shelf if you are serious about serving your customers ... whatever they look like and how ever you serve them!

Anyone working in sales needs to add this to their library.

Zip-a-Dee-Doo-Dah! Delivering great customer service is one of the most important tasks of managers and employees today. This book's straightforward, practitioner-oriented approach provides a great deal of clarity compared to the other titles I've read on the subject. It takes the mystery out of turning customer service into bottom line profits.

A "must have" for any business concerned with the customer experience.

Practical advice for serving others.

I really enjoyed reading The Experience. I found the I.C.A.R.E. principals to be easy to remember and to put into practice. It isn't a book you read and immediately forget. Instead, the Disney non-negotiable items get logged into your brain and become part of your daily action steps. That has made a huge difference in my interactions and I'm experiencing very favorable results.

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