Behind the theme parks, feature films, television shows, broadway plays, and myriad other facets of The Walt Disney Company, there is a secret equation for success : Inspiring, creative leadership + empowered, engaged employees = customer satisfaction, brand loyalty, and positive financial results. In The Disney Difference, noted business writer Ted Kinni explores the factors that go into this equation, from expression and brainstorming to organization and people management. Kinni goes into depth on subjects such as quality standards, brand evolution, and "Guestology"--which is Disney-speak for the study of customers. And along with each topic, Kinni includes specific examples that illustrate the Disney difference : risk-taking with the Disney Cruise Line; employee training with Disney Traditions; and communication through Eyes & Ears newsletters. Any business-owner, whether a self-employed craftsman or a CEO of a Fortune 500 company, will appreciate and benefit from the knowledge and strategies that make up The Disney Difference. |
