Learn the Art of Delivering Exceptional Customer Service with Be Our Guest

Michael: Great book for those in hospitality!

United States on Oct 17, 2023

Rafael Scian: Excellent insights for customer experience. I recommend that people from logistic and commercial areas must have read it.

Brazil on Sep 01, 2023

Janine: the book was what I ordered and in new condition

United States on Aug 31, 2023

Daniela: If you love marketing, customer service or are planning to have your own business you should STUDY this book

Canada on Sep 22, 2021

JM: Éste libro es un auténtico indispensable para los fans de los parques Disney porque te explica todo el proceso de creación del negocio y trato con el cliente, demostrando por qué es algo tan característico de la marca Disney. Está muy bien documentado, con ejemplos y muchas citas de personas importantes de la Compañía. Muy importante también para quien se esté formando en el ámbito empresarial o el marketing. Un 10!!

Spain on Feb 03, 2021

Amazon Customer: loved this book. It's informative, fun and full of great stories and business advice.

Canada on Feb 01, 2021

Jacob Campbell: Great book! It's an incredible insight on what makes Disney's customer service so legendary! It's a great way to learn to improve your own if you are a business owner or work with the public!

Canada on Nov 25, 2019

Shelby Mansure: Throughout Theodore Kinni’s and Tom Staggs, “Be Our Guest,” he speaks about the art of Disney and how they (as a whole) deliver excellent customer service, how they succeed in making such a huge profit, and how they have become one of the most well-known businesses in the world. The whole book focuses on customer-centricity and how Disney uses “magic” to keep their customers happy and how that keeps them coming back or returning to Disney and what they offer. Focusing on making the customer happy is Disney’s way of creating a successful and profitable company. Throughout this review, I will discuss questions that relate to the summary aspects of the book but will dive deeper into an analytical type review by discussing my evaluations/interpretations of arguments and ideas.
As stated above, the book itself is about how focusing on customer-centricity is one of the best ways that you can have a successful business. Therefore, the authors’ main arguments would include using “magic” (which is further explained in the text) to be successful in business, and how these magical moments create memories that keep their customers coming back. For example, the text...

United States on Oct 10, 2019

Dr. Peter Davies: Disney create a magical experience whilst you are in the resorts and theme parks. But of course it doesn't happen by magic. They don't have a secret pixie dust mine run by dwarves. They use the combination of cast, setting and process to superb effect.

They do have an excellent cast- who are very well trained and drilled- and who have very clear priorities set for their work. This clarity allows them to do their work well- and creates a safe framework within which they can improvise freely and safely- creating magical moments and memories for guests. Disney Cast are simultaneously very disciplined, and yet very free and trusted. This is a good combination to achieve in any industry yet rarely done as well as by Disney and its cast. In particular the need for control and direction felt in many organisations actually leads them down the path to failure. The chains of unjustified assurance (See for example The Audit Society: Rituals of Verification demanded in many companies and government departments are actually reducing their degrees of control, and their degrees of effectiveness. The staff end up unable to give their best and the managers fruitlessly keep wondering how to...

United States on Sep 21, 2014