Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees DIGITAL AUDIO PDF Download
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Author: Doug Lipp
Publisher: McGraw Hill Professional
ISBN: 0071808086
Category : Business & Economics
Languages : en
Pages : 241
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Book Description
Leadership lessons from the iconic brand you can use to drive Disney-style success In helping Walt Disney create “The Happiest Place on Earth,” Van France and his team started a business revolution in 1955 that eventually became the Disney University—the employee training and development program that powers one of the most famous brands on earth. Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney U. The book reveals the heart of the Disney Culture and describes the company's values and operational philosophies that support the world-famous Disney brand. Doug Lipp is an internationally acclaimed expert on customer service, leadership, change management and global competitiveness, specializing in the lessons he learned at the Disney U.
Author: Doug Lipp
Publisher: McGraw Hill Professional
ISBN: 0071808086
Category : Business & Economics
Languages : en
Pages : 241
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Book Description
Leadership lessons from the iconic brand you can use to drive Disney-style success In helping Walt Disney create “The Happiest Place on Earth,” Van France and his team started a business revolution in 1955 that eventually became the Disney University—the employee training and development program that powers one of the most famous brands on earth. Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney U. The book reveals the heart of the Disney Culture and describes the company's values and operational philosophies that support the world-famous Disney brand. Doug Lipp is an internationally acclaimed expert on customer service, leadership, change management and global competitiveness, specializing in the lessons he learned at the Disney U.
Author: Bruce Loeffler
Publisher: John Wiley & Sons
ISBN: 1119028655
Category : Business & Economics
Languages : en
Pages : 311
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Book Description
Bring 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 Walt Disney Company is the most recognized name in the world for customer service. The "Disney Experience" draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others. Find "the experience" and what it means to the Organization Learn the five levels of experience, and why most companies fail at it Identify service problems that face every company in the marketplace Utilize the Experience Quotient and apply the I. C.A.R.E. principles Learn how to convert customers to ambassadors who share their story with others Customers are the lifeblood of business. A great product offering isn't enough in today's marketplace, where everyone's looking for an "experience.” Imagine the kind of value a Disney-level customer experience could bring to your organization. The Experience is a guide to getting there, from an insider's perspective.
Author: Lee Cockerell
Publisher: Crown Currency
ISBN: 0385528280
Category : Business & Economics
Languages : en
Pages : 290
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Book Description
“It’s not the magic that makes it work; it’s the way we work that makes it magic.” The secret for creating “magic” in our careers, our organizations, and our lives is simple: outstanding leadership—the kind that inspires employees, delights customers, and achieves extraordinary business results. No one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World® Resort operations for over a decade. And in Creating Magic, he shares the leadership principles that not only guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise, but that also soon came to form the cultural bedrock of the world’s number one vacation destination. But as Lee demonstrates, great leadership isn’t about mastering impossibly complex management theories. We can all become outstanding leaders by following the ten practical, common sense strategies outlined in this remarkable book. As straightforward as they are profound, these leadership lessons include: Everyone is important. Make your people your brand. Burn the free fuel: appreciation, recognition, and encouragement. Give people a purpose, not just a job. Combining surprising business wisdom with insightful and entertaining stories from Lee’s four decades on the front lines of some of the world’s best-run companies, Creating Magic shows all of us – from small business owners to managers at every level – how to become better leaders by infusing quality, character, courage, enthusiasm, and integrity into our workplace and into our lives.
Author: Bill Capodagli
Publisher: McGraw Hill Professional
ISBN: 9780071367530
Category : Business & Economics
Languages : en
Pages : 250
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Book Description
"I dream, I test my dreams against my beliefs, I dare to take risks, and I execute my vision to make those dreams come true." -Walt Disney. Walt Disney's dreams, beliefs, and daring gave birth to captivating characters, thrilling theme park attractions, and breathtaking tales that have inspired the imaginations of generations of children and adults. Disney also launched an entertainment and marketing empire whose influence is felt around the world, and whose success provides a model of business excellence that can guide any company. Each principle is then examined in detail by illustrating the principle at work at Disney as well as at other successful companies. Capodagli and Jackson have spent their careers studying Disney and teaching this unique management method to others. As consultants to companies ranging from Illinois Power to Bristol-Myers Squibb and Whirlpool, they have used the Disney principles again and again, and have seen them yield startling performance improvements. They have distilled this wisdom in THE DISNEY WAY. In this book, you'll learn how to: Give every member of your organization the chance to dream, and tap into the creativity those dreams embody; Treat your customers like guests; Build long-term relationships with key suppliers and partners; Dare to take calculated risks in order to bring innovative ideas to fruition; Align long-term vision with short-term execution. And more. No fairy dust. No magic wands. No wishing on a star. Just sound, effective management principles that stem from Walt Disney's values, vision, and philosophy. Lists of questions to ask and actions to take, along with real-life examples, will help you adapt the Disney Way to suit your company's needs. From the hiring and training of employees to the realization of a creative concept to exceptional customer service, every aspect of the Walt Disney Company is linked to Walt Disney's vision.
Author: Mark David Jones
Publisher: Association for Talent Development
ISBN: 1947308858
Category : Business & Economics
Languages : en
Pages : 273
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Book Description
Your one-stop shop for world-class results The most admired organizations in the world have the same basic resources that you have—offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden. In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model—the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how “world class” status can be attained by many organizations, and isn’t the domain of only the most expensive, luxurious, or popular brands. Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your “customer”—internally, as you engage your employees and build your organization’s culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
Author: Chuck Shields
Publisher: Dorrance Publishing
ISBN: 1480988863
Category : Biography & Autobiography
Languages : en
Pages : 141
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Book Description
The Disney Apprentice By: Chuck Shields Carl Bongirno, retired President of Walt Disney Imagineering: “It was a real pleasure working with Chuck for the last 10 years of my career with Disney.” When he was transferred from Disneyland to Walt Disney Imagineering as Vice President of Human Resources he hit the ground running. He headed up the team that hired 2500 employees and had to indoctrinate, integrate and assimilate all of them in a very short period of time. At the conclusion of major projects (EPCOT & Tokyo Disneyland) he and his team then successfully provided outplacement for all the employees who were laid off. The Disney Apprentice is a book that once started is difficult to put down. I’ve just read it again and enjoyed it as much as I did the first time. If you are in business or deal with people on any level this book is mandatory for you to read. It is not only educational it is very entertaining.
Author: Pete Blank
Publisher: Createspace Independent Publishing Platform
ISBN: 9781477687055
Category : Employee motivation
Languages : en
Pages : 0
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Book Description
In Employee Engagement: Lessons from the Mouse House! Blank includes real-life stories, provides examples, and illustrates how the famous resort keeps over 50,000 cast members dedicated to their work. Readers will find many valuable tips, tricks, and techniques scattered throughout the following chapters:* Engage Them with Employee Development* Engage Them via Team Building* Engage Them through Motivation* Engage Them by Enhancing YOUR Leadership Skills* Engage Them by Amplifying YOUR Recognition Methods* Engage Them by Partnering and Building RelationshipsThe author hopes supervisors, managers, and business owners will use this comprehensive guide to create a thriving environment within their own organizations. In the end, it's all about applying just the right amount of Disney magic!
Author: Bill Capodagli
Publisher: McGraw Hill Professional
ISBN: 1259583880
Category : Business & Economics
Languages : en
Pages : 305
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Book Description
“Dream, Believe, Dare, Do . . .” Though four simple words, this carefully crafted credo lies at the heart of Walt Disney’s enviable empire and has led The Walt Disney Company to prosperity for decades. As foremost experts on Disney, authors Bill Capodagli and Lynn Jackson return with an updated and expanded third edition of The Disney Way to show how organizations can incorporate this four-pillared credo to support any business, drive any team, and guide any leader to create immeasurable success. Profiling a new set of diverse organizations—such as TYRA Beauty, Rainbow Babies & Children’s Hospital, Ottawa County, Michigan, and Science Center of Iowa—the authors show how companies of any size, whether an entrepreneurial startup or a Fortune 500, can reach their utmost potential by embracing Walt Disney’s techniques to create a consumer-centric culture. They provide step-by-step actions on how to: • Give every member of your organization a chance to dream • Stand firm on your beliefs and principles • Treat your customers like guests • Support, enable, and reward employees • Build long-term relationships • Dare to take calculated risks • Train extensively and constantly • Align long-term vision with short-term execution • Utilize storyboarding techniques • Pay close attention to details • Demonstrate “love” for product, employees, customers, and self Find out why Walt Disney’s Dream, Believe, Dare, Do principles continue to redefine the nature of business and revolutionize the art of management, while learning how to implement them in your own organization.
Author: Disney Institute
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 212
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Book Description
Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.
Author: Michael G. Goldsby
Publisher: Routledge
ISBN: 0429679386
Category : Business & Economics
Languages : en
Pages : 308
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Book Description
This book focuses on the business story of Walt Disney and the company he built. Combining a unique blend of entrepreneurship, creativity, innovation, and a relentless drive to bring out the best in his teams, Walt Disney created one of the most successful ventures in business history. Outlining the specific processes of the company, Goldsby and Mathews provide the reader with the tools they need to embrace their own entrepreneurial leadership style, to lead effectively, to be more innovative, and to build a successful organization. Through the lens of Disney, the reader learns the fundamentals of entrepreneurship, innovation, and leadership. Beginning with a general introduction to the concepts relevant to the entrepreneurial organization today, the book examines how Disney built his empire and how the company remains an industry leader. The book also provides the opportunity to take the Entrepreneurial Leadership Instrument, which measures one’s style in leading entrepreneurial ventures. The book is divided into two parts: • Part I provides an overview of Disney’s entrepreneurial journey, including the topics of vision, risk-taking, financing, and human resource management; • Part II examines the company’s transition from a family business into a global operation, including topics such as succession planning and strategy. Part II also explores Disney Parks and Resorts, the part of the company that interacts directly with customers, including topics such as culture, employee engagement, customer service, and customer experience. Entrepreneurship the Disney Way brings entrepreneurship, innovation, and leadership to life through the compelling story of one of the most recognizable businessmen and companies of our time. The authors’ interviews with high-level executives provides the reader with a rare inside look into the way his company functions. Disney fans, executives, and students of entrepreneurship, innovation, and leadership will find it a delightful and informing read.
