{"product_id":"the-experience-isbn-9781119028659","title":"The Experience","description":"\u003cp\u003e\u003cb\u003eBring Disney-level customer experience to your organization with insider guidance\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003eThe Experience\u003c\/i\u003e 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.\u003c\/p\u003e \u003cp\u003eThe 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.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eFind \"the experience\" and what it means to the Organization\u003c\/li\u003e \u003cli\u003eLearn the five levels of experience, and why most companies fail at it\u003c\/li\u003e \u003cli\u003eIdentify service problems that face every company in the marketplace\u003c\/li\u003e \u003c\/ul\u003e \u003cul\u003e \u003cli\u003eUtilize the Experience Quotient and apply the I. C.A.R.E. principles\u003c\/li\u003e \u003cli\u003eLearn how to convert customers to ambassadors who share their story with others\u003c\/li\u003e \u003c\/ul\u003e 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. \u003ci\u003eThe Experience\u003c\/i\u003e is a guide to getting there, from an insider's perspective. \u003cp\u003eForeword \u003ci\u003eDr. Spencer Craig \u003c\/i\u003evii\u003c\/p\u003e \u003cp\u003eAcknowledgments ix\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I Preshow (Setting the Stage) 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter One The Experience Path: Why We Wrote the Book and How to Use It 3\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Two The “I. C.A.R.E.” Principles 8\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Three Five Levels of the Experience: What Level Are You? 12\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II Onstage (The Customer Interface) 23\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Four Principle 1: Impression 25\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eImpression 1.1: Engage 30\u003c\/p\u003e \u003cp\u003eImpression 1.2: Intentional 35\u003c\/p\u003e \u003cp\u003eImpression 1.3: Senses 39\u003c\/p\u003e \u003cp\u003eImpression 1.4: Emotion 45\u003c\/p\u003e \u003cp\u003eImpression 1.5: Presentation 51\u003c\/p\u003e \u003cp\u003eImpression 1.6: Professionalism 55\u003c\/p\u003e \u003cp\u003eImpression 1.7: Pristine 60\u003c\/p\u003e \u003cp\u003eImpression 1.8: Pride 65\u003c\/p\u003e \u003cp\u003eImpression 1.9: Likeability 70\u003c\/p\u003e \u003cp\u003eImpression 1.10: Consistency 75\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Five Principle 2: Connection 78\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eConnection 2.1: Communication 82\u003c\/p\u003e \u003cp\u003eConnection 2.2: Deliberate 86\u003c\/p\u003e \u003cp\u003eConnection 2.3: Personalize 91\u003c\/p\u003e \u003cp\u003eConnection 2.4: Affirmation 96\u003c\/p\u003e \u003cp\u003eConnection 2.5: Knowledge 100\u003c\/p\u003e \u003cp\u003eConnection 2.6: Interaction 104\u003c\/p\u003e \u003cp\u003eConnection 2.7: Respect 108\u003c\/p\u003e \u003cp\u003eConnection 2.8: Trust 111\u003c\/p\u003e \u003cp\u003eConnection 2.9: Relationship 116\u003c\/p\u003e \u003cp\u003eConnection 2.10: Finishing 120\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Six Principle 3: Attitude 125\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAttitude 3.1: Idealism 131\u003c\/p\u003e \u003cp\u003eAttitude 3.2: Choice 135\u003c\/p\u003e \u003cp\u003eAttitude 3.3: Desire 139\u003c\/p\u003e \u003cp\u003eAttitude 3.4: Yes 144\u003c\/p\u003e \u003cp\u003eAttitude 3.5: Happiness 148\u003c\/p\u003e \u003cp\u003eAttitude 3.6: Optimism 152\u003c\/p\u003e \u003cp\u003eAttitude 3.7: Expectations 157\u003c\/p\u003e \u003cp\u003eAttitude 3.8: Persistence 161\u003c\/p\u003e \u003cp\u003eAttitude 3.9: Ownership 166\u003c\/p\u003e \u003cp\u003eAttitude 3.10: Illumination 171\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Seven Principle 4: Response 176\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eResponse 4.1: Detail 182\u003c\/p\u003e \u003cp\u003eResponse 4.2: Engagement 187\u003c\/p\u003e \u003cp\u003eResponse 4.3: Urgency 191\u003c\/p\u003e \u003cp\u003eResponse 4.4: Insight 195\u003c\/p\u003e \u003cp\u003eResponse 4.5: Empathy 198\u003c\/p\u003e \u003cp\u003eResponse 4.6: Process 202\u003c\/p\u003e \u003cp\u003eResponse 4.7: Adaptation 206\u003c\/p\u003e \u003cp\u003eResponse 4.8: Validation 212\u003c\/p\u003e \u003cp\u003eResponse 4.9: Anticipation 216\u003c\/p\u003e \u003cp\u003eResponse 4.10: Recovery 220\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III Backstage (The Internal Interface) 225\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Eight Principle 5: Exceptionals 227\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eExceptionals 5.1: Culture 231\u003c\/p\u003e \u003cp\u003eExceptionals 5.2: Excellence 237\u003c\/p\u003e \u003cp\u003eExceptionals 5.3: Ethos 242\u003c\/p\u003e \u003cp\u003eExceptionals 5.4: Accountability 246\u003c\/p\u003e \u003cp\u003eExceptionals 5.5: Teaming 250\u003c\/p\u003e \u003cp\u003eExceptionals 5.6: Investment 256\u003c\/p\u003e \u003cp\u003eExceptionals 5.7: Training 260\u003c\/p\u003e \u003cp\u003eExceptionals 5.8: Development 266\u003c\/p\u003e \u003cp\u003eExceptionals 5.9: Extraordinary 271\u003c\/p\u003e \u003cp\u003eExceptionals 5.10: Enjoyment 277\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter Nine Finale: The One Level Challenge: What about You or Your Company Says, “I. C.A.R.E.”? 281\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIndex 287\u003c\/p\u003e   \u003cp\u003e\u003cb\u003eBRUCE LOEFFLER\u003c\/b\u003e 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. Bruce@TheExpInt.com  \u003c\/p\u003e\u003cp\u003e\u003cb\u003eBRIAN T. CHURCH\u003c\/b\u003e 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. Brian@TheExpInt.com    \u003c\/p\u003e\u003cp\u003eThe Walt Disney Company is known the world over for its quality of service. No other company is able to consistently create the magic, joy, and excitement that are characteristic of the Disney brand—though many have tried. What's Disney's secret? Drawing on years of experience training Disney employees and verseeing service excellence for other renowned organizations, the authors of \u003ci\u003eThe Experience\u003c\/i\u003e reveal the five-part model that has kept Disney at the top for over 60 years. This model is applicable to all organizations involved in providing service or service-oriented products. The authors show readers how to transcend basic service and create experiences that customers will remember.  \u003c\/p\u003e\u003cp\u003eThe foundation of \u003ci\u003eThe Experience\u003c\/i\u003e is the I.C.A.R.E Customer Experience model. Authors Bruce Loeffler and Brian T. Church explain why Impressions, Connections, Attitudes, Responses, and Exceptionals are the non-negotiable principles of service excellence and business success. Unlike many framework-oriented books, \u003ci\u003eThe Experience\u003c\/i\u003e remains eminently practical with Actionables at the end of each chapter. Readers can follow these concrete steps to ascend through the levels of the Experience Hierarchy.  \u003c\/p\u003e\u003cp\u003eBased on their survey of over 500 businesses, the authors of \u003ci\u003eThe Experience\u003c\/i\u003e found that 60% of companies are average at best, and many of those are actually delivering a \"toxic experience.\" Only 3% have achieved exceptional experiences—and this same 3% are likely to thrive into the future. In today's hyperconnected marketplace, these negative customer experiences are sure to be shared, and they can be disastrous for a business's reputation. On the other hand, only \u003ci\u003eoutstandingly\u003c\/i\u003e positive experiences make it onto the social radar. That's why it's important now more than ever for organizations to know how their customer and employee experiences rank.  \u003c\/p\u003e\u003cp\u003eReaders of \u003ci\u003eThe Experience\u003c\/i\u003e receive access to the unique, interactive Experience Quotient tool, which assesses the five I.C.A.R.E. principles and provides next steps toward creating devoted customers and brand ambassadors. In-text Quotient Questions also help in the process of reflecting on existing experience strengths and discovering places where there is room for improvement. With \u003ci\u003eThe Experience\u003c\/i\u003e any service-oriented company can achieve Disney-like levels of brand loyalty by executing the experience on an exceptional level.     \u003c\/p\u003e\u003cp\u003e\u003cb\u003ePraise for THE EXPERIENCE\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"\u003ci\u003eThe Experience\u003c\/i\u003e 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.\" \u003cbr\u003e—\u003cb\u003eJoe Scarlett,\u003c\/b\u003e Retired Chairman and CEO, Tractor Supply Company  \u003c\/p\u003e\u003cp\u003e\"If you don't make the customer the priority of your product and delivery, you will fail at whatever efforts you make. \u003ci\u003eThe Experience\u003c\/i\u003e is a remarkable expression of the details of growing a business or institution by making the connection with the customer your focal point.\" \u003cbr\u003e—\u003cb\u003eJimmy Draper,\u003c\/b\u003e President Emeritus, LifeWay  \u003c\/p\u003e\u003cp\u003e\"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.\" \u003cbr\u003e—\u003cb\u003eDennis Snow,\u003c\/b\u003e Former Manager at the Disney Institute, President, Snow \u0026amp; Associates  \u003c\/p\u003e\u003cp\u003eInside, you'll find: \u003c\/p\u003e\u003cul\u003e \u003cli\u003e The I. C.A.R.E Principles and the \"Disney-inspired\" Non-Negotiables for each principle that every excellent brand must deliver\u003c\/li\u003e \u003cli\u003e Access to the interactive Experience Quotient tool to identify your 12 greatest opportunities for improvement\u003c\/li\u003e \u003cli\u003e Quotient Questions that promote in-depth reflection on each of the Non-Negotiables\u003c\/li\u003e \u003cli\u003e Actionables providing \"try this\" tips for ascending to the next level on the experience hierarchy\u003c\/li\u003e \u003cli\u003e Step-by-step instructions for completing the One Level challenge to quickly develop a better customer experience\u003c\/li\u003e   \u003cp\u003eWhen 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 \u003ci\u003eThe Experience\u003c\/i\u003e, anyone with the right level of commitment can achieve excellence.\u003c\/p\u003e\n\u003c\/ul\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47990225207525,"sku":"NP9781119028659","price":28.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781119028659.jpg?v=1761786978","url":"https:\/\/k12savings.com\/products\/the-experience-isbn-9781119028659","provider":"K12savings","version":"1.0","type":"link"}