ディズニー7つの法則―奇跡の成功を生み出した「感動」の企業理念 [単行本]

mer Disney employees, "Inside the Magic Kingdom" discloses the secrets behind the theme park's success and explains why more than two-thirds of its 30 million guests are repeat customers. --このテキストは、 ハードカバー 版に関連付けられています。

ディズニーでは、来園者をゲスト(賓客)と呼び、従業員をキャスト(出演者)と呼んでいる。キャストがゲストの心をつかんで放さないために、何をしているかを、全編をつうじて紹介した。七つのレッスンは、著者自身が得た教訓であり、ディズニーの成功の秘訣を著者なりに整理したものである。

顧客満足世界一の秘密を解明せよ。全米からディズニー・ワールドに集結した5人の男女が発見したディズニーに連綿と受け継がれる、驚くべき7つの不文律とは?

Look in Mickey's Briefcase . . .

Now, an outsider takes you inside the incredible Disney service culture and presents simple, powerful concepts in a fun, memorable way that just may change the way you conduct business.

Based on hours of interviews and discussions with present and former Disney employees, Inside the Magic Kingdom discloses the secrets behind Disneys success . . . and explains why, of its more than 30 million guests each year, over two-thirds are repeat customers.

This upbeat, easy-to-read book illustrates clear, solid principles with examples that are well-known to Disney insiders but virtually unknown to outsiders until now.
--このテキストは、 ハードカバー 版に関連付けられています。

The only business book ever written that will make you a hero to your kids!

"This is not only a fascinating behind-the-scenes look at what makes the Magic Kingdom tick, but the lessons can be applied to enhance the success of any company."
- Larry King

"Thumbs up! A fast-paced book that forces you to look closely at how you do business. Whether you're with a Fortune 1000 company or a home-based office, it will help set you apart. Lesson 7 alone makes it a high-payoff investment."
- J.W. "Bill" Marriott, Jr., chairman of the board, Marriott International, Inc.

"A powerful book! Shows how all businesses can retain customer loyalty. Tom's unique approach reveals thought-provoking ideas to keep your customers coming back. I highly recommend that you read it today."
- Kathy L. Anderson, partner, KPMG Peat Marwick LLP END
--このテキストは、 ハードカバー 版に関連付けられています。

Tom Connellan is one of North America's leading authorities on the organizational changes necessary to create high performance, customer retention, and service quality. He is a captivating, entertaining, and informative speaker who crisscrosses the country each year helping leading companies forge stronger bonds with their customers. He is a senior principal with Performance Research Associates and the author of six business books, including Sustaining Knock Your Socks Off Service.

Tom is a former faculty member and program director at the University of Michigan Business School. No stranger to the firing line of business, he founded a service company in the health-care field and built it into a network of 1,200 instructors serving 300 hospitals and most of the Fortune 500 firms. The reports of two different Surgeons General cited the firm's program quality.

He lives in Ann Arbor, Michigan.
--このテキストは、 ハードカバー 版に関連付けられています。