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The Experience

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.
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Table of Contents

Foreword Dr. Spencer Craig vii Acknowledgments ix Part I PRESHOW 1 (Setting the Stage) Chapter One The Experience Path: Why We Wrote the Book and How to Use It 3 Chapter Two The "I. C.A.R.E." Principles 8 Chapter Three Five Levels of the Experience: What Level Are You? 12 Part II ONSTAGE 23 (The Customer Interface) Chapter Four Principle 1: Impression 25 Impression 1.1: Engage 30 Impression 1.2: Intentional 35 Impression 1.3: Senses 39 Impression 1.4: Emotion 45 Impression 1.5: Presentation 51 Impression 1.6: Professionalism 55 Impression 1.7: Pristine 60 Impression 1.8: Pride 65 Impression 1.9: Likeability 70 Impression 1.10: Consistency 75 Chapter Five Principle 2: Connection 78 Connection 2.1: Communication 82 Connection 2.2: Deliberate 86 Connection 2.3: Personalize 91 Connection 2.4: Affirmation 96 Connection 2.5: Knowledge 100 Connection 2.6: Interaction 104 Connection 2.7: Respect 108 Connection 2.8: Trust 111 Connection 2.9: Relationship 116 Connection 2.10: Finishing 120 Chapter Six Principle 3: Attitude 125 Attitude 3.1: Idealism 131 Attitude 3.2: Choice 135 Attitude 3.3: Desire 139 Attitude 3.4: Yes 144 Attitude 3.5: Happiness 148 Attitude 3.6: Optimism 152 Attitude 3.7: Expectations 157 Attitude 3.8: Persistence 161 Attitude 3.9: Ownership 166 Attitude 3.10: Illumination 171 Chapter Seven Principle 4: Response 176 Response 4.1: Detail 182 Response 4.2: Engagement 187 Response 4.3: Urgency 191 Response 4.4: Insight 195 Response 4.5: Empathy 198 Response 4.6: Process 202 Response 4.7: Adaptation 206 Response 4.8: Validation 212 Response 4.9: Anticipation 216 Response 4.10: Recovery 220 Part III BACKSTAGE 225 (The Internal Interface) Chapter Eight Principle 5: Exceptionals 227 Exceptionals 5.1: Culture 231 Exceptionals 5.2: Excellence 237 Exceptionals 5.3: Ethos 242 Exceptionals 5.4: Accountability 246 Exceptionals 5.5: Teaming 250 Exceptionals 5.6: Investment 256 Exceptionals 5.7: Training 260 Exceptionals 5.8: Development 266 Exceptionals 5.9: Extraordinary 271 Exceptionals 5.10: Enjoyment 277 Chapter Nine Finale: The One Level Challenge: What about You or Your Company Says, "I. C.A.R.E."? 281 Index 287

About the Author

BRUCE LOEFFLER is the Co-Founder and President of Experience International. In his 10 years at Disney, Bruce held several key positions including the first Disney Service Excellence Coordinator. Bruce has developed numerous training programs for Disney and other Fortune 500 Companies specializing in customer service, motivation, communication, leadership and the Customer Experience. BRIAN T. CHURCH is the Co-Founder of Experience International as well as the CEO of Ambassadors International. Brian specializes in building business relationships and creating relational momentum for brands, ideas and endeavors around the globe.

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