Description
Book SynopsisBring 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 W
Table of Contents
Foreword Dr. Spencer Craig vii
Acknowledgments ix
Part I Preshow (Setting the Stage) 1
Chapter One The Experience Path: Why We Wrote the Book and How to Use It 3
Chapter Two The “I. C.A.R.E.” Principles 8
Chapter Three Five Levels of the Experience: What Level Are You? 12
Part II Onstage (The Customer Interface) 23
Chapter Four Principle 1: Impression 25
Impression 1.1: Engage 30
Impression 1.2: Intentional 35
Impression 1.3: Senses 39
Impression 1.4: Emotion 45
Impression 1.5: Presentation 51
Impression 1.6: Professionalism 55
Impression 1.7: Pristine 60
Impression 1.8: Pride 65
Impression 1.9: Likeability 70
Impression 1.10: Consistency 75
Chapter Five Principle 2: Connection 78
Connection 2.1: Communication 82
Connection 2.2: Deliberate 86
Connection 2.3: Personalize 91
Connection 2.4: Affirmation 96
Connection 2.5: Knowledge 100
Connection 2.6: Interaction 104
Connection 2.7: Respect 108
Connection 2.8: Trust 111
Connection 2.9: Relationship 116
Connection 2.10: Finishing 120
Chapter Six Principle 3: Attitude 125
Attitude 3.1: Idealism 131
Attitude 3.2: Choice 135
Attitude 3.3: Desire 139
Attitude 3.4: Yes 144
Attitude 3.5: Happiness 148
Attitude 3.6: Optimism 152
Attitude 3.7: Expectations 157
Attitude 3.8: Persistence 161
Attitude 3.9: Ownership 166
Attitude 3.10: Illumination 171
Chapter Seven Principle 4: Response 176
Response 4.1: Detail 182
Response 4.2: Engagement 187
Response 4.3: Urgency 191
Response 4.4: Insight 195
Response 4.5: Empathy 198
Response 4.6: Process 202
Response 4.7: Adaptation 206
Response 4.8: Validation 212
Response 4.9: Anticipation 216
Response 4.10: Recovery 220
Part III Backstage (The Internal Interface) 225
Chapter Eight Principle 5: Exceptionals 227
Exceptionals 5.1: Culture 231
Exceptionals 5.2: Excellence 237
Exceptionals 5.3: Ethos 242
Exceptionals 5.4: Accountability 246
Exceptionals 5.5: Teaming 250
Exceptionals 5.6: Investment 256
Exceptionals 5.7: Training 260
Exceptionals 5.8: Development 266
Exceptionals 5.9: Extraordinary 271
Exceptionals 5.10: Enjoyment 277
Chapter Nine Finale: The One Level Challenge: What about You or Your Company Says, “I. C.A.R.E.”? 281
Index 287
