The experience : the 5 principles of Disney service and relationship excellence
题名:
The experience : the 5 principles of Disney service and relationship excellence
著者:
Loeffler, Bruce.
Church, Brian T.
ISBN:
9781119028659
出版信息:
Hoboken, New Jersey : Wiley, c2015.
规格:
ix, 294 p. : ill. ; 24 cm
一般附注:
Includes index.
摘要:
"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." -- book jacket
Part I PRESHOW 1 (Setting the Stage)--Chapter One The Experience Path: Why We Wrote the Book and How to Use It--Chapter Two The I. C.A.R.E. Principles--Chapter Three Five Levels of the Experience: What Level Are You?--Part II ONSTAGE (The Customer Interface)--Chapter Four Principle 1: Impression--Impression 1.1: Engage-- Impression 1.2: Intentional--Impression 1.3: Senses--Impression 1.4: Emotion--Impression 1.5: Presentation--Impression 1.6: Professionalism--Impression 1.7: Pristine-- Impression 1.8: Pride--Impression 1.9: Likeability--Impression 1.10: Consistency--Chapter Five Principle 2: Connection--Connection 2.1: Communication--Connection 2.2: Deliberate--Connection 2.3: Personalize--Connection 2.4: Affirmation--Connection 2.5: Knowledge--Connection 2.6: Interaction--Connection 2.7: Respect--Connection 2.8: Trust--Connection 2.9: Relationship--Connection 2.10: Finishing--Chapter Six Principle 3: Attitude--Attitude 3.1: Idealism--Attitude 3.2: Choice--Attitude 3.3: Desire--Attitude 3.4: Yes--Attitude 3.5: Happiness--Attitude 3.6: Optimism--Attitude 3.7: Expectations--Attitude 3.8: Persistence--Attitude 3.9: Ownership--Attitude 3.10: Illumination--Chapter Seven Principle 4: Response--Response 4.1: Detail--Response 4.2: Engagement--Response 4.3: Urgency--Response 4.4: Insight--Response 4.5: Empathy--Response 4.6: Process--Response 4.7: Adaptation--Response 4.8: Validation--Response 4.9: Anticipation--Response 4.10: Recovery
Part III BACKSTAGE--(The Internal Interface)-- Chapter Eight Principle 5: Exceptionals--Exceptionals 5.1: Culture--Exceptionals 5.2: Excellence--Exceptionals 5.3: Ethos--Exceptionals 5.4: Accountability--Exceptionals 5.5: Teaming--Exceptionals 5.6: Investment--Exceptionals 5.7: Training--Exceptionals 5.8: Development--Exceptionals 5.9: Extraordinary--Exceptionals 5.10: Enjoyment--Chapter Nine Finale: The One Level Challenge: What about You or Your Company says, "I. C.A.R.E.?
主题:
| Customer services. |
| Customer relations. |
| Consumer satisfaction. |
| Walt Disney Company -- Customer services. |
摘要:
"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." -- book jacket
Part I PRESHOW 1 (Setting the Stage)--Chapter One The Experience Path: Why We Wrote the Book and How to Use It--Chapter Two The I. C.A.R.E. Principles--Chapter Three Five Levels of the Experience: What Level Are You?--Part II ONSTAGE (The Customer Interface)--Chapter Four Principle 1: Impression--Impression 1.1: Engage-- Impression 1.2: Intentional--Impression 1.3: Senses--Impression 1.4: Emotion--Impression 1.5: Presentation--Impression 1.6: Professionalism--Impression 1.7: Pristine-- Impression 1.8: Pride--Impression 1.9: Likeability--Impression 1.10: Consistency--Chapter Five Principle 2: Connection--Connection 2.1: Communication--Connection 2.2: Deliberate--Connection 2.3: Personalize--Connection 2.4: Affirmation--Connection 2.5: Knowledge--Connection 2.6: Interaction--Connection 2.7: Respect--Connection 2.8: Trust--Connection 2.9: Relationship--Connection 2.10: Finishing--Chapter Six Principle 3: Attitude--Attitude 3.1: Idealism--Attitude 3.2: Choice--Attitude 3.3: Desire--Attitude 3.4: Yes--Attitude 3.5: Happiness--Attitude 3.6: Optimism--Attitude 3.7: Expectations--Attitude 3.8: Persistence--Attitude 3.9: Ownership--Attitude 3.10: Illumination--Chapter Seven Principle 4: Response--Response 4.1: Detail--Response 4.2: Engagement--Response 4.3: Urgency--Response 4.4: Insight--Response 4.5: Empathy--Response 4.6: Process--Response 4.7: Adaptation--Response 4.8: Validation--Response 4.9: Anticipation--Response 4.10: Recovery
Part III BACKSTAGE--(The Internal Interface)-- Chapter Eight Principle 5: Exceptionals--Exceptionals 5.1: Culture--Exceptionals 5.2: Excellence--Exceptionals 5.3: Ethos--Exceptionals 5.4: Accountability--Exceptionals 5.5: Teaming--Exceptionals 5.6: Investment--Exceptionals 5.7: Training--Exceptionals 5.8: Development--Exceptionals 5.9: Extraordinary--Exceptionals 5.10: Enjoyment--Chapter Nine Finale: The One Level Challenge: What about You or Your Company says, "I. C.A.R.E.?