Even before Tom Peters and Bob Waterman highlighted Walt Disney World Resort in their influential work, the destination was already recognized for its exemplary business practices. Over its twenty-five-year history, Disney Institute has educated thousands of professionals from diverse industries, eager to understand the company that epitomizes outstanding customer service. Participants in these professional-development programs often discover that they share more similarities with Disney than expected. All organizations aim to serve their clients, customers, or, in Disney terminology, guests; meeting their needs is crucial for success. This newly updated edition reveals a vital aspect of Disney's operations—its consistent delivery of quality service. It outlines proven best practices and processes that foster customer loyalty and drive financial success. These principles can help organizations refine their vision and align their teams and infrastructure into a unified strategy that ensures exceptional customer satisfaction. Explore behind the scenes and discover innovative ways to energize your organization and elevate its success.
