Bruce Loeffler

Brian Church

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.

Hardcover (1 to 2 lbs)

Colorado

Business & Economics

The 5 Principles of Disney Service and Relationship Excellence

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.

The Experience

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Shawn Achor

Happiness is not the belief that we don’t need to change; it is the realization that we can.

Our most commonly held formula for success is broken. Conventional wisdom holds that once we succeed, we’ll be happy; that once we get that great job, win that next promotion, lose those five pounds, happiness will follow. But the science reveals this formula to be backward: Happiness fuels success, not the other way around.

Light Paperback (1 lb or less)

How a Positive Brain Fuels Success in Work and Life

The Happiness Advantage

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Tal Ben-Shahar

In his New York Times bestseller Happier, positive psychology expert Tal Ben-Shahar taught us how to become happier through simple exercises.

Now, in Choose the Life You Want, he has a new, life-changing lesson to share: Drawing on the latest psychological research, Ben-Shahar shows how making the right choices—not the big, once-in-a-lifetime choices, but the countless small choices we make every day almost without noticing—has a direct, long-lasting impact on our happiness.

Every single moment is an opportunity to make a conscious choice for a happy and fulfilled life. Choose the Life You Want covers 101 such choices, complete with real-life stories, to help you identify and act on opportunities large and small.

The Mindful Way to Happiness

What kind of life do you want for yourself? What choices will create this kind of life? In his New York Times bestseller Happier, positive psychology expert Tal Ben-Shahar taught us how to become happier through simple exercises. Now, in Choose the Life You Want, he has a new, life-changing lesson to share: Drawing on the latest psychological research, Ben-Shahar shows how making the right choices—not the big, once-in-a-lifetime choices, but the countless small choices we make every day almost without noticing—has a direct, long-lasting impact on our happiness. Every single moment is an opportunity to make a conscious choice for a happy and fulfilled life. Choose the Life You Want covers 101 such choices, complete with real-life stories, to help you identify and act on opportunities large and small.

Choose the Life You Want

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Ronald D. Smith

Strategic Planning for Public Relations is in its fifth edition of offering an innovative and clear approach for students looking to learn how to develop public relations campaigns. It is a text intended for those serious about entering the rapidly changing professions of public relations and strategic communication. Ronald Smith shows how to implement pragmatic, research-driven strategic campaigns used in public relations practice, and draws from his years of experience as a professional in the industry and his years of teaching in the classroom.

Heavy Paperback (2 to 4 lbs)

5th Edition

Offers an innovative and clear approach for developing public relations campaigns. Complex problem-solving and decision-making processes in strategic communication and public relations are turned into a series of easy-to-follow steps, flexible enough to be applicable to a myriad of situations and organizations in the real world. -- Publisher description.

Kelsey Fagan

@kelsey329363

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Bruce Loeffler; Brian Church

The Experience

Shawn Achor

The Happiness Advantage

Tal Ben-Shahar

Choose the Life You Want

Ronald D. Smith

Strategic Planning for Public Relations

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Bruce Loeffler; Brian Church

The Experience

Shawn Achor

The Happiness Advantage

Tal Ben-Shahar

Choose the Life You Want

Ronald D. Smith

Strategic Planning for Public Relations

Get The App