Insperience. Customer experience is wholly dependent upon it. Revenue charts mirror its rise and fall. It is the key factor to minimizing employee turnover and associated costs. Insperience is an internal movement to create a positive atmosphere that manifests through employee loyalty, happiness, and productivity. Before there can be an exceptional, repeatable Customer Experience there must be an exceptional, consistent Insperience. Beyond traditional employee engagement, Insperience is a fundamental principle. You can’t pour out onto your clients what you haven’t first poured into your team. (Brian Church)

Insperience

Business & Money

Church, Brian

Duncan, Phillip

Business Culture

Dunham Books

Bring Disney-level customer experience to your organization with insider guidance The Experience 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. The 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. <ul>
<li>Find "the experience" and what it means to the Organization</li> <li>Learn the five levels of experience, and why most companies fail at it</li> <li>Identify service problems that face every company in the marketplace</li> </ul>
<ul>
<li>Utilize the Experience Quotient and apply the I. C.A.R.E. principles</li> <li>Learn how to convert customers to ambassadors who share their story with others</li> </ul> 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. The Experience is a guide to getting there, from an insider's perspective.

The Experience: The 5 Principles of Disney Service and Relationship Excellence

Loeffler, Bruce

Industries

wiley

This book is about the search to understand the art and science of why some ideas progress and some dissipate. Why some people advance in their careers with sustained movement while others seem to be swimming upstream. Why some deals reach the event and some fade off into the distance. The search was to find a cause and effect answer that would provide us with the ever fleeting, secret of success. What I stumbled upon was a formula, an equation rather, that clearly provided a path for ideas and ideals to move. I have discovered that the answer has little to do with natural ability but is more encompassed by a few key components executed with diligence and a measure of urgency. I want the reader to understand that achieving their personal and professional objectives is not based solely on personality types, the business environment, or even unique giftings. On the contrary, the eventual success or failure of their initiatives will hinge primarily upon their ability to create and manage this one concept. My findings? The secret to making your ideas move and the key element behind all product, project or purpose growth is what I call Relationship Momentum.

Relationship Momentum: The Secret to Making Ideas Move

Business Development & Entrepreneurship

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