Disney U How Disney University Develops The World S Most Engaged Loyal And Customer Centric Employees

Leadership lessons from the iconic brand you can use to drive Disney-style success In helping Walt Disney create “The Happiest Place on Earth,” Van France and his team started a business revolution in 1955 that eventually became the Disney University—the employee training and development program that powers one of the most famous brands on earth. Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney U. The book reveals the heart of the Disney Culture and describes the company's values and operational philosophies that support the world-famous Disney brand. Doug Lipp is an internationally acclaimed expert on customer service, leadership, change management and global competitiveness, specializing in the lessons he learned at the Disney U.

When it comes to world-class employees, few organizations rival Disney. Famous for their friendliness, knowledge, passion, and superior customer service, Disney's employees have been fueling the iconic brand's wild success for more than 50 years.

“It’s not the magic that makes it work; it’s the way we work that makes it magic.” The secret for creating “magic” in our careers, our organizations, and our lives is simple: outstanding leadership—the kind that inspires employees, delights customers, and achieves extraordinary business results. No one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World® Resort operations for over a decade. And in Creating Magic, he shares the leadership principles that not only guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise, but that also soon came to form the cultural bedrock of the world’s number one vacation destination. But as Lee demonstrates, great leadership isn’t about mastering impossibly complex management theories. We can all become outstanding leaders by following the ten practical, common sense strategies outlined in this remarkable book. As straightforward as they are profound, these leadership lessons include: Everyone is important. Make your people your brand. Burn the free fuel: appreciation, recognition, and encouragement. Give people a purpose, not just a job. Combining surprising business wisdom with insightful and entertaining stories from Lee’s four decades on the front lines of some of the world’s best-run companies, Creating Magic shows all of us – from small business owners to managers at every level – how to become better leaders by infusing quality, character, courage, enthusiasm, and integrity into our workplace and into our lives.

Bring Disney-level customer experience to your organizationwith insider guidance The Experience is a unique guide to mastering the art ofcustomer service and service relationships, based on the principlesemployed at the renowned leader in customer experience­— the Walt Disney Company. Co-Author Bruce Loefflerspent ten years at Disney World overseeing service excellence, andhas partnered with Brian T. Church in this book, to show you how tobring 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 ofyour customer experience. You will learn how to identify yourcustomer service issues and what level of Experience you arecurrently offering. You can then determine exactly what the"customer experience" should be for your company, and the changesrequired to make it happen. The Walt Disney Company is the most recognized name in the worldfor customer service. The "Disney Experience" draws customers fromall around the world,. This book describes what it takes to achievethat level of Experience, and how any organization can do it withthe right strategy and attention to detail. When the Experience isenhanced, the opportunity arises to convert customers toambassadors who will share their Experience with others. Find "the experience" and what it means to theOrganization Learn the five levels of experience, and why most companiesfail at it Identify service problems that face every company in themarketplace Utilize the Experience Quotient and apply the I. C.A.R.E.principles Learn how to convert customers to ambassadors who share theirstory with others Customers are the lifeblood of business. A great product offeringisn't enough in today's marketplace, where everyone's looking foran "experience.” Imagine the kind of value a Disney-levelcustomer experience could bring to your organization. TheExperience is a guide to getting there, from an insider'sperspective.

This book focuses on the business story of Walt Disney and the company he built. Combining a unique blend of entrepreneurship, creativity, innovation, and a relentless drive to bring out the best in his teams, Walt Disney created one of the most successful ventures in business history. Outlining the specific processes of the company, Goldsby and Mathews provide the reader with the tools they need to embrace their own entrepreneurial leadership style, to lead effectively, to be more innovative, and to build a successful organization. Through the lens of Disney, the reader learns the fundamentals of entrepreneurship, innovation, and leadership. Beginning with a general introduction to the concepts relevant to the entrepreneurial organization today, the book examines how Disney built his empire and how the company remains an industry leader. The book also provides the opportunity to take the Entrepreneurial Leadership Instrument, which measures one’s style in leading entrepreneurial ventures. The book is divided into two parts: • Part I provides an overview of Disney’s entrepreneurial journey, including the topics of vision, risk-taking, financing, and human resource management; • Part II examines the company’s transition from a family business into a global operation, including topics such as succession planning and strategy. Part II also explores Disney Parks and Resorts, the part of the company that interacts directly with customers, including topics such as culture, employee engagement, customer service, and customer experience. Entrepreneurship the Disney Way brings entrepreneurship, innovation, and leadership to life through the compelling story of one of the most recognizable businessmen and companies of our time. The authors’ interviews with high-level executives provides the reader with a rare inside look into the way his company functions. Disney fans, executives, and students of entrepreneurship, innovation, and leadership will find it a delightful and informing read.

Be an transformational leader during times of rapid organizational change The Art of Change Leadership represents a major milestone in the study of change leadership. An approachable yet thorough guide for leaders and team members that illustrates how to increase speed and agility during times of intense technological innovation and fast change, this resource focuses on the ways in which you, as an individual, can harness your unique abilities to lead cultural change and personal leadership in a positive and proactive way. Through eleven comprehensive chapters, explore the need for increased human brain speed, how to improve your focus, the body/mind connection, agility within a team setting, improving productivity, communication with your team, and more. Technology, globalization, evolving business models—these are just some of the variables impacting the competitive landscapes across virtually all industries. To keep up with the changes that these and other factors are creating, it is critical that you are able to understand what change leadership is, why it is important, and how you can leverage it in your workplace to positively impact your company. Explore research on change leadership vs. change management to improve business Leverage technology to improve productivity and adaptability to rapid change Evolutionary approaches to change leadership that include energy management and innovative mindset approaches Discover questionnaires, assessments and quizzes to assess your change leadership agilities The Art of Change Leadership is a (r)evolutionary text that prepares you to increase your team's speed and agility, and to thrive in today's continually evolving business environment.

Building the most magical place on earth was no fairy tale. Learn the story behind the creation of Walt Disney World. In 1964, when Walt Disney and his brother Roy decided to build a second theme park in the Florida swamplands, they kept it super hush-hush. Why? Well, if word got out that they planned to buy up lots of land, the price would have skyrocketed. So the Disneys cleverly covered up their trail, avoiding the Orlando airport and even using made-up names, like Walt and Roy Davis, for their flights. The deception worked. In covering the history of the "Most Magical Place On Earth," Joan Holub takes readers both behind the scenes and underneath the park (there are secret employee-only tunnels that form one big circle under the Magic Kingdom). Loaded with fun facts, this book is a great companion to Who Was Walt Disney?

Many marketers spend their days continually reducing brand positioning into single sentences to answer questions such as 'What is the brand message?' or 'What is the USP?' This tendency to perpetually condense and simplify is a carry-over from a long-gone era when products and services remained static, and changes in platforms happened much more slowly. Today, however, the reality is that brands are infinitely more complex, and span territories, consumer groups and categories. Therefore, to boil a branding message down into a single sentence or USP severely limits a brand's potential scope. After all, a brand is like a person, and a person could never be accurately described in a single sentence. The Marketing Complex examines the current obsession with over-simplification, and fearlessly challenges marketers to consider whether they are blurring the line between simplifying and simplistic. By exploring the origins and appeal of simplification through some of the best-known literature, the book conclusively proves that endless simplification actually only serves to limit a brand's appeal. By presenting a visionary new model, supported by examples, tools and expertly explained techniques, The Marketing Complex will enable marketers to recognise the important role that depth and multiplicity play in communicating a brand message, and to boldly embrace complexity when crafting their brands.