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Product Description
From Booklist
Those who worry that corporations have become excessively big and powerful must still admit that firms such as McDonald's, Wal-Mart, and Disney have got at least one thing right. They know how to keep the customer satisfied and coming back for more! Connellan, a senior principal in a consulting firm specializing in customer loyalty and coauthor of Sustaining Knock Your Socks Off Service (1993), holds up Disney in particular as exemplary. Here he re-creates a fictional visit to Disney's Magic Kingdom to bring to life examples of the customer service concepts Disney practices. Connellan was neither encouraged nor authorized by Disney management to write this book, but he did attend a Disney University seminar in Lake Buena Vista, Florida, to learn more about the "Disney approach to leadership, people management, [and] service quality." David Rouse
Book Description
Now an insider takes you inside the incredible Disney service culture and presents simple, powerful concepts in a fun, memorable way.
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Most helpful customer reviews
5.0 out of 5 stars
Good reminders of things companies tend to forget,
By "txd1" (Texas) - See all my reviews
This review is from: Inside the Magic Kingdom: Seven Keys to Disney's Success (Hardcover)
I thought this book did a great job of conveying its message. To the reviewer who said "The sophisticated executive will not get past the first chapter. Both my husband and I are in upper management and have returned this book", I think you need to give it a chance. I'm sure some of the executives at my company would say the same thing, but as a 20 year employee, I can see many lessons that they could learn from this simple book. Many execs have blinders on - the point of the book is to help remove them!
5.0 out of 5 stars
INSIDE THE MOUSE'S HEAD,
By D. McAllister "MRD" (Somewhere in the Field) - See all my reviews
This review is from: Inside the Magic Kingdom: Seven Keys to Disney's Success (Hardcover)
INSIDE THE MAGIC KINGDOM is a terrific read just to have a look at how Disney does what it does with its company and theme parks from the standpoint of customer service. Incredible stuff. You won't believe what pains Disney takes to make us more comfortable and, of course, amenable to making a return trip or purchase.The real "magic" of this book are the applications that anyone can make of its principles to a customer service or to attention to detail that one intends to make in ones own life. Disney does not own the principles here and they can be learned and used by anyone who wants to improve his organization's (or personal) customer service strategy. THE HORSEMAN
5.0 out of 5 stars
McDisney,
By A Customer
This review is from: Inside the Magic Kingdom: Seven Keys to Disney's Success (Hardcover)
Inside the Magic Kingdom is a great book when read just to get information about why Disney does what it does with its company and theme parks from the standpoint of customer service.The real power, as I see it, of this book come from seeing that, like McDonalds, Disney has discovered how to apply a customer service attitude across all areas of their business operations. Moreover, these principles are not proprietary and can be learned and applied by anyone seeking to improve his or her company's (or personal) customer service strategy. Read the book and apply the lessons and don't get too hung up on the dialogue of things.
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