Be Our Guest
Perfecting the Art of Customer Service
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Narrated by:
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Barry Abrams
About this listen
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last 25 years, thousands of professionals from more than 35 countries and more than 40 industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.
©2011 Disney Enterprises, Inc. (P)2015 TantorListeners also enjoyed...
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High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- By: Micah Solomon
- Narrated by: Micah Solomon, Sean Pratt
- Length: 6 hrs and 7 mins
- Unabridged
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In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.
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This is the book that cracks the code!
- By Nick Morgan on 04-30-13
By: Micah Solomon
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The Commitment Engine
- Making Work Worth It
- By: John Jantsch
- Narrated by: John Jantsch
- Length: 6 hrs and 17 mins
- Unabridged
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The small-business guru behind Duct Tape Marketing and The Referral Engine teaches listeners how to establish lasting commitment in their employees, customers, and businesses. Why are some companies able to generate committed, long-term customers while others struggle to stay afloat? Why do the employees of some organizations fully dedicate themselves while others punch the clock without enthusiasm?
By: John Jantsch
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Glimmer
- How Design Can Transform Your Life and Maybe Even the World
- By: Warren Berger
- Narrated by: Ax Norman
- Length: 10 hrs and 14 mins
- Unabridged
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The first book to reveal how thinking like a designer can help solve the greatest challenges we face in business, society, and our daily lives. What can we learn from the ways great designers think-and how can it improve our world? In this highly original book by journalist Warren Berger, in collaboration with celebrated designer Bruce Mau, ten groundbreaking principles of design are shown in action-addressing business, social, and personal challenges and improving the way we think, work, and live.
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not for those who know about design thinking...
- By Pierre on 09-06-10
By: Warren Berger
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The Customer Service Revolution
- Overthrow Conventional Business, Inspire Employees, and Change the World
- By: John R. DiJulius III
- Narrated by: Joel Richards
- Length: 4 hrs and 54 mins
- Unabridged
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In The Customer Service Revolution, DiJulius points out how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the customer - which ultimately permeates into people’s personal lives at home and in their communities.
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Phenomenal practical guidance to taking care of our customers!
- By Nathan Unruh on 07-09-24
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- By: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrated by: Matthew Dixon, Nick Toman, Rick DeLisi
- Length: 6 hrs and 37 mins
- Unabridged
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In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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If you are a CXer, you have to read/listen to it
- By Shirley Campbell on 05-26-23
By: Matthew Dixon, and others
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Moments of Impact
- How to Design Strategic Conversations That Accelerate Change
- By: Chris Ertel, Lisa Kay Solomon
- Narrated by: Sean Pratt
- Length: 7 hrs and 32 mins
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Moments of Impact is an audiobook on a mission: to eradicate time-sucking, energy-depleting workshops and meetings. In our fast-changing world, organizations have important challenges and opportunities to address - and no time to waste. Moments of Impact delivers the single most useful resource for managers and leaders who need better strategic conversation - now - to shape the future of their organizations.
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Another audiobook failure. Buy the real book
- By Jonathan on 02-08-15
By: Chris Ertel, and others
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Peak
- How Great Companies Get Their Mojo from Maslow (Revised and Updated)
- By: Chip Conley
- Narrated by: Brian Sutherland
- Length: 10 hrs and 28 mins
- Unabridged
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Peak is the popular, transformative guide to doing business better, written by a seasoned entrepreneur/CEO who has disrupted his favorite industry not once but twice. Author Chip Conley, founder and former CEO of one of the world's largest boutique hotel companies, turned to psychologist Abraham Maslow's Hierarchy of Needs at a time when his company was in dire need.
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Presentation and attention to detail matter
- By Stephen Estelle on 11-05-19
By: Chip Conley
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Jobs to Be Done
- A Roadmap for Customer-Centered Innovation
- By: Stephen Wunker, David Farber, Jessica Wattman
- Narrated by: Tim Andres Pabon
- Length: 4 hrs and 52 mins
- Unabridged
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Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services, and helps you generate creative opportunities to innovate your way to success.
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YouTube talks are better.
- By BizTech Readings on 12-27-16
By: Stephen Wunker, and others
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Little Bets
- How Breakthrough Ideas Emerge from Small Discoveries
- By: Peter Sims
- Narrated by: John Allen Nelson
- Length: 5 hrs and 2 mins
- Unabridged
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What do Apple CEO Steve Jobs, comedian Chris Rock, prize-winning architect Frank Gehry, the story developers at Pixar films, and the Army Chief of Strategic Plans all have in common? Best-selling author Peter Sims found that all of them have achieved breakthrough results by methodically taking small, experimental steps in order to discover and develop new ideas.
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Useful approach, not for everyone
- By Tad Davis on 08-15-11
By: Peter Sims
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One Little Spark!
- Mickey's Ten Commandments and the Road to Imagineering
- By: Marty Sklar
- Narrated by: Jeff Cummings
- Length: 5 hrs and 45 mins
- Unabridged
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Overall
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Performance
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We've all read about the experts: the artists, the scientists, the engineers - that special group of people known as Imagineers for The Walt Disney Company. But who are they? How did they join the team? What is it like to spend a day in their shoes?
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More like a collection of emails.
- By J on 02-19-18
By: Marty Sklar
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Primal Branding
- Create Zealots for Your Brand, Your Company, and Your Future
- By: Patrick Hanlon
- Narrated by: Alan Sklar
- Length: 7 hrs and 50 mins
- Unabridged
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What is it that made Starbucks an overnight sensation and separated it from other coffee house companies? Why do many products with great product innovation, perfect locations, terrific customer experiences, even breakthrough advertising, fail to get the same visceral traction in the marketplace as brands like Apple and Nike?
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Good book, hard to stay interested
- By Axiom Brevity on 11-21-16
By: Patrick Hanlon
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During Lee Cockerell’s career at Disney as the senior operating executive of Walt Disney World Resorts, he led a team of 40,000 cast members (employees) and was responsible for the operations of 20 resort hotels, four theme parks, and two water parks. As you can imagine, Lee had to become a time-management expert, first as a means of survival and then as a way to help others make the best use of their time. The time-management secrets he developed have become one of his most requested corporate-training lectures and are now available to you in this tell-all audiobook.
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Dull writer but Terrible narrator
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Be Amazing or Go Home
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Want to amaze your customers, impress the people you work with, and outshine your competition? Going from average to amazing isn't an out-of-reach goal. In fact, amazement is a habit that anyone can master - and Shep Hyken knows the tricks to making it your own. In Be Amazing or Go Home, Shep shares the secrets behind making his motto "Always Be Amazing!" an everyday lifestyle and shows how you too can become exceptional in business and in life. Drawing on the routines of incredible people, Shep demonstrates simple practices that can elevate your game.
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Basic common sense!
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What listeners say about Be Our Guest
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- David Tryon
- 05-30-23
Fantastic
I can’t wait to use this in my industry and implement this throughout the team.
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- IowaGreyhound
- 10-25-18
A Magical Overview of Customer Service
This provides an in-depth look at how Disney provides magical moments for their guests. Also gives examples from other companies that utilized similar a process. Many parts are easily applied to other business or service situations.
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- Debbie Jones
- 07-14-20
dry material
It is very hard to rate such a "instructional" but it was a lot easier to get through by listening!
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- Momof2
- 04-14-18
Good for Disney Philosophers
Content is good, the audio version is dry. Recommend reading this one on your own.
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3 people found this helpful
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- Remwes, LLC
- 06-17-15
Excellent learning experience
This book is an excellent learning experience upon which to build one's service delivery structure for one's company.
I will put many of the concepts I have learned in this book into our company's Service Delivery structure.
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1 person found this helpful
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- LuciferM1989
- 05-26-21
Customer Service Magic
If you want to know how to bring your business into the world of delivering the best customer service day in and day out no one is better to learn from them Disney.
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- Matt R.
- 04-15-21
Great Story, little direction
It was an enjoyable book about the Disney process but gave less direction/steps to take action on.
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- Anonymous User
- 02-20-20
Cast, setting and culture is the key to creating m
Cast, setting and culture is the key to creating magical experiences. Tons of valuable nuggets throughout the book. A little slow at times/tough to follow. It's a great book based on the length as well. worth a listen!!
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- Anonymous User
- 04-14-18
. a must-read
one of my favorite books that I have picked up yet. It has changed my mind and Views when it comes to customer service and how to offer a better service for everyone not only me but my co-workers my customers and the business I work for. you do not have to own a business to enjoy the rewards that this book will give you
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Overall
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Performance
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Story
- B. Covington
- 01-05-23
Enjoyed It!
Was not quite what I was expecting, but still good. Didn't enjoy the voices. It was not necessary to try to talk like Walt to quote him.
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