Walt Disney shows Disneyland plans to Orange County officials in December 1954. Photo courtesy Orange County Archives.
In the Disney Institute’s Be Our Guest: Perfecting the Art of Customer Service, author Ted Kinni reveals the secrets to delivering magic to your customers the Walt Disney way.
The Walt Disney World resort enjoys a 70% return customer rate, and the Disney Approach to service has led to three decades of providing professional development programs through its Disney Institute. But just how does a company that was “all started by a mouse” and now employs 175,000 cast members worldwide ensure that its customers’ expectations are consistently being exceeded on such a grand scale? The Disney Magic, as you’ll read in Be Our Guest, is part art and part science — and Kinni details how the company approaches raising the bar at every customer touchpoint.
We think this book makes for a great read regardless of your industry or job title, …