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Be Our Guest

Perfecting the Art of Customer Service

Book cover for Be Our Guest

Author Disney Institute

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“Be Our Guest” is a book written by Disney Institute and it offers a unique insight into the successful strategies employed by Disney to create exceptional customer experiences. The book focuses on four main components: leadership, culture, service, and innovation. Through captivating stories and practical examples, the authors outline how any organization can implement these strategies to improve their own customer service.

I’m a big fan of Disney and wanted to work for/ with them for a long time. “Be Our Guest” was an interesting look at how they do things and I learned a lot from it. It’s not just about Disney though, there are plenty of examples from other companies as well and how the Disney approach can be applied elsewhere.

Key Points

  • Leadership: The book emphasizes the importance of strong leadership in creating a culture of excellence. It highlights how leaders at all levels should set clear expectations, communicate effectively, and lead by example.
  • Culture: Disney’s approach to building a positive organizational culture is explored in this book. It stresses the significance of hiring employees who align with the company’s values and empowering them to deliver exceptional service.
  • Service: Providing outstanding customer service is at the core of Disney’s success. The book shares insights on how to exceed customer expectations through personalized interactions, attention to detail, and continuous improvement.
  • Innovation: Innovation plays a vital role in maintaining competitiveness. “Be Our Guest” discusses how Disney encourages creativity among its employees and embraces new ideas as a means of staying ahead in an ever-changing market.

About the author

The authors of “Be Our Guest” are from Disney Institute, which is the professional development arm of The Walt Disney Company. They have extensive experience in assisting organizations worldwide with improving their customer experiences based on Disney’s proven practices.

I score this book 4 moons: 🌕🌕🌕🌕🌑

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