The Experience – The 5 Principles of Disney Service and Relationship Excellence

Praise for THE EXPERIENCE

"The Experience book accurately depicts the ingredients needed to create an exceptional customer experience. I found the road map in the book to be clear, insightful and relevant to the retail world as well as any organization that desires to create a strong relationship with clients and consumers."
--Joe Scarlett, Retired Chairman and CEO, Tractor Supply Company

"If you don't make the customer the priority of your product and delivery, you will fail at whatever efforts you make. The Experience is a remarkable expression of the details of growing a business or institution by making the connection with the customer your focal point."
--Jimmy Draper, President Emeritus, LifeWay

"I've worked with hundreds of organizations on customer service improvement initiatives. I can tell you that if you follow the blueprint offered here by Bruce and Brian, your organization will create an Experience that drives intense customer loyalty."
--Dennis Snow, Former Manager at the Disney Institute, President, Snow & Associates

Inside, you'll find:



The I. C.A.R.E Principles and the "Disney-inspired" Non-Negotiables for each principle that every excellent brand must deliver
Access to the interactive Experience Quotient tool to identify your 12 greatest opportunities for improvement
Quotient Questions that promote in-depth reflection on each of the Non-Negotiables
Actionables providing "try this" tips for ascending to the next level on the experience hierarchy
Step-by-step instructions for completing the One Level challenge to quickly develop a better customer experience
When your customers walk through your doors or access your service-oriented products, they should leave the outside world and become immersed in the world of your brand. Few businesses have reached this Disney-like level of success, but now, with The Experience, anyone with the right level of commitment can achieve excellence.