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

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Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees

Doug Lipp
Disney U How Disney University Develops the World s Most Engaged Loyal and Customer Centric Employees Book PDF

Author : Doug Lipp
Publisher : McGraw Hill Professional
Page : 241 pages
File Size : 44,8 Mb
Release : 2013-03-29
Category : Business & Economics
ISBN : 9780071808088

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Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp Pdf

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.

Creating Magic

Lee Cockerell
Creating Magic Book PDF

Author : Lee Cockerell
Publisher : Currency
Page : 290 pages
File Size : 50,6 Mb
Release : 2008-10-14
Category : Business & Economics
ISBN : 9780385523868

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Creating Magic by Lee Cockerell Pdf

“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.

Be Our Guest

Disney Institute
Be Our Guest Book PDF

Author : Disney Institute
Publisher : Unknown
Page : 212 pages
File Size : 53,9 Mb
Release : 2003-06
Category : Business & Economics
ISBN : PSU:000057229805

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Be Our Guest by Disney Institute Pdf

Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.

Entrepreneurship the Disney Way

Michael G. Goldsby,Rob Mathews
Entrepreneurship the Disney Way Book PDF

Author : Michael G. Goldsby,Rob Mathews
Publisher : Routledge
Page : 308 pages
File Size : 46,5 Mb
Release : 2018-11-01
Category : Business & Economics
ISBN : 9780429679384

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Entrepreneurship the Disney Way by Michael G. Goldsby,Rob Mathews Pdf

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.

Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees

Doug Lipp
Disney U How Disney University Develops the World s Most Engaged Loyal and Customer Centric Employees Book PDF

Author : Doug Lipp
Publisher : McGraw Hill Professional
Page : 242 pages
File Size : 44,5 Mb
Release : 2013-03-26
Category : Business & Economics
ISBN : 9780071808071

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Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp Pdf

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.

The Art of Change Leadership

Cheryl Cran
The Art of Change Leadership Book PDF

Author : Cheryl Cran
Publisher : John Wiley & Sons
Page : 256 pages
File Size : 53,6 Mb
Release : 2015-10-19
Category : Business & Economics
ISBN : 9781119124771

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The Art of Change Leadership by Cheryl Cran Pdf

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.

Where Is Walt Disney World?

Joan Holub,Who HQ
Where Is Walt Disney World Book PDF

Author : Joan Holub,Who HQ
Publisher : Penguin
Page : 112 pages
File Size : 43,7 Mb
Release : 2018-05-22
Category : Juvenile Nonfiction
ISBN : 9780515158441

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Where Is Walt Disney World? by Joan Holub,Who HQ Pdf

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?

The Marketing Complex

Giles Lury
The Marketing Complex Book PDF

Author : Giles Lury
Publisher : Kogan Page Publishers
Page : 193 pages
File Size : 55,8 Mb
Release : 2017-09-03
Category : Business & Economics
ISBN : 9780749481131

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The Marketing Complex by Giles Lury Pdf

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.

Key Concepts in Theme Park Studies

Florian Freitag,Filippo Carlà-Uhink,Salvador Anton Clavé
Key Concepts in Theme Park Studies Book PDF

Author : Florian Freitag,Filippo Carlà-Uhink,Salvador Anton Clavé
Publisher : Springer Nature
Page : 369 pages
File Size : 54,9 Mb
Release : 2023-03-03
Category : Social Science
ISBN : 9783031111327

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Key Concepts in Theme Park Studies by Florian Freitag,Filippo Carlà-Uhink,Salvador Anton Clavé Pdf

This book offers a comprehensive, multidisciplinary introduction to theme parks and the field of theme park studies. It identifies and discusses relevant economic, social, and cultural as well as medial, historical, and geographical aspects of theme parks worldwide, from the big international theme park chains to smaller, regional, family-operated parks. The book also describes the theories and methods that have been used to study theme parks in various academic disciplines and reviews the major contexts in which theme parks have been studied. By providing the necessary backgrounds, theories, and methods to analyze and understand theme parks both as a business field and as a socio-cultural phenomenon, this book will be a great resource to students, academics from all disciplines interested in theme parks, and professionals and policy-makers in the leisure and entertainment as well as the urban planning sector.

Managing Hospitality Organizations

Robert C. Ford,Michael C. Sturman
Managing Hospitality Organizations Book PDF

Author : Robert C. Ford,Michael C. Sturman
Publisher : SAGE Publications
Page : 579 pages
File Size : 53,7 Mb
Release : 2018-11-30
Category : Business & Economics
ISBN : 9781544356860

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Managing Hospitality Organizations by Robert C. Ford,Michael C. Sturman Pdf

Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Students will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership.

Practice Management, An Issue of Veterinary Clinics of North America: Small Animal Practice, E-Book

Peter Weinstein
Practice Management An Issue of Veterinary Clinics of North America Small Animal Practice E Book Book PDF

Author : Peter Weinstein
Publisher : Elsevier Health Sciences
Page : 267 pages
File Size : 44,6 Mb
Release : 2024-02-02
Category : Medical
ISBN : 9780443131462

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Practice Management, An Issue of Veterinary Clinics of North America: Small Animal Practice, E-Book by Peter Weinstein Pdf

In this issue of Veterinary Clinics: Small Animal Practice, guest editor Dr. Peter Weinstein brings his considerable expertise to the topic of Practice Management. Operating a successful small animal veterinary practice requires wide-ranging knowledge and familiarity with a multitude of issues. In this issue, top experts provide resources that help readers better understand the business of veterinary practice and the tools to help them decide to own a hospital, manage a practice, or more effectively lead a practice that they already own. Contains 16 relevant, practice-oriented topics including what the future of veterinary practice looks like; digital marketing and social media; optimal team utilization leads to team retention; top ten practice management mistakes; workplace culture; and more. Provides in-depth clinical reviews on practice management, offering actionable insights for clinical practice. Presents the latest information on this timely, focused topic under the leadership of experienced editors in the field. Authors synthesize and distill the latest research and practice guidelines to create clinically significant, topic-based reviews.

Transmediations

Niklas Salmose,Lars Elleström
Transmediations Book PDF

Author : Niklas Salmose,Lars Elleström
Publisher : Routledge
Page : 282 pages
File Size : 46,5 Mb
Release : 2019-11-22
Category : Language Arts & Disciplines
ISBN : 9781000761306

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Transmediations by Niklas Salmose,Lars Elleström Pdf

This collection offers a multi-faceted exploration of transmediations, the processes of transfer and transformation that occur when communicative acts in one medium are mediated again through another. While previous research has explored these processes from a broader perspective, Salmose and Elleström argue that a better understanding is needed of the extent to which the outcomes of communicative acts are modified when transferred across multimodal media in order to foster a better understanding of communication more generally. Using this imperative as a point of departure, the book details a variety of transmediations, viewed through four different lenses. The first part of the volume looks at narrative transmediations, building on existing work done by Marie-Laure Ryan on transmedia storytelling. The second section focuses on the spatial dynamics involved in media transformation as well as the role of the human body as a perceptive agent and a medium in its own right. The third part investigates new, radical boundaries and media types in transmediality and hence shows its versatility as a method of analyzing complex and contemporary communicative discourses. The fourth and final part explores the challenges involved in transmediating scientific data into the narrative format in the context of environmental issues. Taken together, these sections highlight a range of case studies of transmediations and, in turn, the complexity and variety of the process, informed by the methodologies of the different disciplines to which they belong. This innovative volume will be of particular interest to students and scholars in multimodality, communication, intermediality, semiotics, and adaptation studies.

The Experience

Bruce Loeffler,Brian Church
The Experience Book PDF

Author : Bruce Loeffler,Brian Church
Publisher : John Wiley & Sons
Page : 304 pages
File Size : 47,9 Mb
Release : 2015-03-23
Category : Business & Economics
ISBN : 9781119028673

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The Experience by Bruce Loeffler,Brian Church Pdf

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.

Course Correction

Paul W. Gooch
Course Correction Book PDF

Author : Paul W. Gooch
Publisher : University of Toronto Press
Page : 310 pages
File Size : 49,5 Mb
Release : 2019-03-01
Category : Education, Higher
ISBN : 9781487523565

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Course Correction by Paul W. Gooch Pdf

Course Correction engages in deliberation about what the twenty-first-century university needs to do in order to re-find its focus as a protected place for unfettered commitment to knowledge, not just as a space for creating employment or economic prosperity. The university's business, Paul W. Gooch writes, is to generate and critique knowledge claims, and to transmit and certify the acquisition of knowledge. In order to achieve this, a university must have a reputation for integrity and trustworthiness, and this, in turn, requires a diligent and respectful level of autonomy from state, religion, and other powerful influences. It also requires embracing the challenges of academic freedom and the effective governance of an academic community. Course Correction raises three important questions about the twenty-first-century university. In discussing the dominant attention to student experience, the book asks, "Is it now all about students?" Secondly, in questioning "What knowledge should undergraduates gain?" it provides a critique of undergraduate experience, advocating a Socratic approach to education as interrogative conversation. Finally, by asking "What and where are well-placed universities?" the book makes the case against placeless education offered in the digital world, in favour of education that takes account of its place in time and space.

The A-Z of Secondary Leadership

Andy Hunter
The A Z of Secondary Leadership Book PDF

Author : Andy Hunter
Publisher : John Catt
Page : 204 pages
File Size : 43,8 Mb
Release : 2023-10-27
Category : Education
ISBN : 9781036005399

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The A-Z of Secondary Leadership by Andy Hunter Pdf

School leadership is the best job in the world, despite being frustrating, exhausting and at times utterly bamboozling. We are required to change our focus frequently and immediately, planning for the next five years one minute, dealing with the next five seconds the next. We manage multi-million-pound budgets and we pick up crisp packets. We live a life of constant contrasts, meeting hurtling deadlines, solving inscrutable riddles, experiencing profound joy and also heartbreaking disappointment. From time to time, we look up from our work and realise how very privileged we are to work in such an important, rewarding, valuable role. The A-Z of Secondary Leadership considers how we approach leadership in secondary schools, from the moment of arrival in a new post to the exploration of further possibilities. It covers creating a culture, recruiting and retaining the best staff, encouraging cognitive diversity, working with stakeholders, leading in the community and, perhaps most importantly, how to look after yourself as you take on a very challenging role. Combining broad knowledge of the education system with a clear-headed assessment of the challenges faced by schools and some practical tips for successful leadership, this book is essential reading for aspiring, recently appointed and more experienced secondary school leaders. It is filled with pragmatism, humour, energy and advice. Taking a detailed yet down-to-earth approach to leadership theory and practice, Andy Hunter considers the various demands placed upon secondary school leaders and shares the insights and experiences that he has gained on his journey from supply teacher to executive head.