作品简介
根据对500多家企业的调查，本书的两位作者发现，只有60%的公司能提供平均水平的服务体验，许多公司甚至提供的是“不良体验”。他们还发现，能够提供“绝佳体验”的公司只有3%，迪士尼是其中的佼佼者。迪士尼体验成功的秘诀究竟是什么？凭借多年来培训迪士尼员工以及为其他知名企业提升服务体验的经验，本书的两位作者揭示了让迪士尼60多年一直保持行业领先地位的“I.C.A.R.E.”五大原则——“印象”、“联系”、“态度”、“回应”与“绝佳特质”。这五大原则为其他企业建立与迪士尼同等级别的体验提供了一个清晰的框架。与许多以框架为导向的书不同的是，本书具有极大的实用性——在每一章节的末尾都有“应对策略”。读者可以跟随这些具体步骤，打造“绝佳体验”——·找出顾客需要什么样的体验；·了解体验的5个层级，找到自己所处的层级；·采用“体验系数”工具，遵循“I.C.A.R.E.”五大原则打造服务体验；·抓住12个提升体验层级的机会；·将顾客发展成“体验大使”，让他们主动与别人分享自己经历的“绝佳体验”。读完这本书，你可以创造迪士尼级别的“绝佳体验”。
布鲁斯·莱夫勒，体验国际（ExperienceInternational）公司联合创始人、总裁。在迪士尼的10年工作生涯中，布鲁斯担任过一些重要职务……。布鲁斯为迪士尼及其他专门从事顾客服务、励志、沟通、领导力等领域的《财富》500强公司制定过大量培训项目。
布赖恩·T.丘奇，体验国际（ExperienceInternational）公司联合创始人、大使国际（AmbassadorsInternational）公司CEO。布赖恩擅长打造商业关系，以及为全球品牌、理念和企业创造关系势头。
Introduction of works
Based on a survey of more than 500 businesses, the authors found that only 60 percent provided an average service experience, and many even provided a "poor experience." They also found that only 3% of companies were able to provide a "great experience," with Disney leading the pack. What exactly is the secret to the success of the Disney experience? Drawing on years of experience training Disney employees and enhancing the service experience for other well-known companies, the authors reveal the five principles of the I.C.A.R.E. that have kept Disney at the top of the industry for more than 60 years - "Impression," "connection," "attitude," "response," and "Great traits." These five principles provide a clear framework for other businesses to build experiences on the same level as Disney's. Unlike many framework-oriented books, this one is extremely practical - there are "coping strategies" at the end of each chapter. Readers can follow these concrete steps to create a "great experience" - · Find out what kind of experience customers want; · Understand the 5 levels of experience and find your own level; · Adopt the "Experience Coefficient" tool and follow the five principles of "I.C.A.R.E." to create service experience; · Seize 12 opportunities to elevate the experience level; · Develop customers into "experience ambassadors" who take the initiative to share their "great experiences" with others. After reading this book, you can create a Disney-level "great experience."
Bruce Loeffler is co-founder and president of ExperienceInternational. During his 10 years at Disney, Bruce has held some key positions... . Bruce has developed extensive training programs for Disney and other Fortune 500 companies that specialize in customer service, motivation, communication, leadership, and more.
Brian T. Church is co-founder of ExperienceInternational and CEO of AmbassadorsInternational. Brian specializes in building business relationships and creating relationship momentum for global brands, ideas and companies.
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