Free Download Inside the Magic Kingdom : Seven Keys to Disney's Success, by Tom Connellan

Free Download Inside the Magic Kingdom : Seven Keys to Disney's Success, by Tom Connellan

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Inside the Magic Kingdom : Seven Keys to Disney's Success, by Tom Connellan

Free Download Inside the Magic Kingdom : Seven Keys to Disney's Success, by Tom Connellan

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From Booklist

Those who worry that corporations have become excessively big and powerful must still admit that firms such as McDonald's, Wal-Mart, and Disney have got at least one thing right. They know how to keep the customer satisfied and coming back for more! Connellan, a senior principal in a consulting firm specializing in customer loyalty and coauthor of Sustaining Knock Your Socks Off Service (1993), holds up Disney in particular as exemplary. Here he re-creates a fictional visit to Disney's Magic Kingdom to bring to life examples of the customer service concepts Disney practices. Connellan was neither encouraged nor authorized by Disney management to write this book, but he did attend a Disney University seminar in Lake Buena Vista, Florida, to learn more about the "Disney approach to leadership, people management, [and] service quality." David Rouse

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From the Inside Flap

Disney is recognized and admired around the world. The company's remarkable success comes from its ability to keep customers coming back again and again. Almost 70 percent of Magic Kingdom guests are return visitors. Now, the principles that drive the culture and phenomenal success of Disney are disclosed in this fun, easy-to-read book. Based on interviews and discussions with past and present Disney employees, it reveals seven key lessons that can be applied in any company and provides powerful examples that will help employees at any level become more customer focused. You'll learn: How Disney creates and sustains one of the most powerful corporate cultures ever Whos the real competition for Disney and your company How to get all employees to understand and believe that they play an important role The type of feedback that is even more damaging than punishment and how to avoid this common trap The special way Disney cast members learn teamwork and how you can put that into practice at your company You'll also learn many insider secrets that will make you a hero to your children and a fun traveling companion on your next trip to the Magic Kingdom! Some of the lessons youll take from Disney's powerful customer service culture include: --How to track customer satisfaction like Tinkerbell and get real-time data and high response rates (page 70) --How to use powerful methods like Disney's "Guest Service Fanatic" cards and the "Spirit of Disney Award" to recognize, celebrate, and reward quality work (pages 87 and 90) --How to best respond to a question like "What time does the 3:00 parade start?" (page 126) --How to model your selection and training on such successful programs as "Traditions," "Wish upon a Star," and "We've Come a Long Way, Mickey" (page 139) --How to create a feeling of partnership with outside vendors so they become part of your team (page 163)

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Product details

Hardcover: 160 pages

Publisher: Peak Performance; 1 edition (March 25, 1997)

Language: English

ISBN-10: 1885167237

ISBN-13: 978-1885167231

Product Dimensions:

5.9 x 0.8 x 8.4 inches

Shipping Weight: 13.6 ounces (View shipping rates and policies)

Average Customer Review:

4.5 out of 5 stars

90 customer reviews

Amazon Best Sellers Rank:

#212,393 in Books (See Top 100 in Books)

Connellan creates a fictional situation in which five executives (previously strangers) meet for several days of discussion at Disney World under the supervision of "Mort Vandeleur" (whom none of them had previously known) to learn why 70% of Magic Kingdom guests are return visitors. Vandeleur is a former cast member of both Disneyland and Disney World who now earns his living as a consultant to other companies to improve their customer relationships. Do not ignore the importance of the phrase "cast member" and the word "guest" because both are essential to understanding two of the primary reasons for the success of all of Disney's Magic Kingdoms: the role of each Disney employee, and, how each visitor is treated by all employees. Indeed, both are essential to creating and then sustaining the "magic" of those communities. By design, the five executives are significantly different in terms of their previous business experiences, expectations upon arrival, personalities, initial reactions to Vandeleur, and (most importantly) the process of learning throughout interaction with him, each other, and various guests as well as cast members.It would be a disservice both to Connellan and to the reader to reveal the seven "Lessons" which each of the five learns. However, I do want to note that Connellan (unlike Vandeleur) has never worked for Disney in any capacity. Also, that he assumes full responsibility for the book he has written, presumably written with the knowledge but not with the necessary approval of Disney. Also, that each of the "Gang of Five" is fictitious, as are all cast members identified by name except Michael Eisner, Dick Nunis, and Judson Green. Finally, that Connellan includes several of his own ideas about creating magic, such as Lesson 7: "Xvxryonx makxs a diffxrxncx."As indicated in his previous books and articles, Connellan has a great deal of value to say about how to provide consistently superior customer service. What I found especially beneficial in this book is Connellan's emphasis on the importance of collaboration throughout any organization to provide such service. I am reminded of a scene near the end of the film Spartacus when the victorious Roman general (played by Olivier) and his slavemaster (played by Ustinov) make their way among the defeated gladiators looking for their leader or someone who will identify his body. Finally, one by one, the gladiators stand and each asserts "I am Spartacus!" Each cast member, in a sense, IS the Magic Kingdom. (How many of those in your own organization feel the same pride and passion?) My point is that, yes, Connellan examines superior customer service at Disney World and does so quite well but he also provides excellent insights into the total dependence of such service (there and elsewhere) on those who feel privileged (key word) to provide it. Most will find this an "easy read" so I conclude with a word of caution: The situation may be fictitious and, on occasion, developments may seem contrived but stay with the narrative to its conclusion. The lessons learned can help to guide and inform the transformation any organization into a Magic Kingdom.

Inside the Magic Kingdom was a very light read on how Disney treats their customers and employees. The journey is in story format. It is a make believe adventure of adults who go to the Disney Park to learn about the reason Disney is successful. The lessons are light hearted but are logical and can be of great help. This book is not about specifics related to the Disney Company. It is simply observations of the author about why Disney is successful. It is a very quick read with not much depth. I think it is very valuable to any business owner/ customer relations representative but realize it is not a true in depth look at the company.

Written in the form of an easy to follow story, this book reveals some of the simple brilliance of Disney's Customer "Experience." If you own a business (or are looking at starting a business) this should be a must read. Business owners take far too much for granted, and fail to take the time to see themselves through their "customer's eyes." Disney understands how critical this concept is, and this book shows you how simple the ideas are to apply to your business.

I was in the process of introducing some new processes relating to dealing with our cusotmers, so I purchased this book. It is wonderful - and if you want a real treat attend the park after reading it. It will amaze you how this organization goes out of their way to EXCEED the customer's expectations. In the world today, it seems customer service is no longer a priority to some establishments.

This book is life changing, when I start my company, my staff will train and use this text as a guide and a reference point to give Exceptional Customer Service. I read this text as a requirement for my Service Representative Course at church. We were tested on it.

Like knowing how Disney operates. It's interesting. Wish I had read this before our Magic Kingdom trip!

An easy to read look at what the focus on customer experience has done for Disney, and can do for companies who look to the details rather than the bottom line.

This is a great book that provides wonderful strategies and perspectives for building a great service business. I would recommend.

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Ebook The River Cottage Bread Handbook (River Cottage Handbooks), by Daniel Stevens

Ebook The River Cottage Bread Handbook (River Cottage Handbooks), by Daniel Stevens

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The River Cottage Bread Handbook (River Cottage Handbooks), by Daniel Stevens

Ebook The River Cottage Bread Handbook (River Cottage Handbooks), by Daniel Stevens

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From Publishers Weekly

Starred Review. Containing only flour, water, yeast, and salt, bread is a simple dish that can take years to master. Daniel Stevens shortens the learning curve for would-be bakers in this informative introduction to making great bread at home. Accompanied by detailed photos of key steps in the bread-making process, Stevens patiently guides readers through the steps of crafting a toothsome loaf, explaining the qualities of various yeasts and flours, the particulars of hand-kneading, the cons of letting a stand mixer do your work for you, and tips on shaping dough into the desired shape. Once a baker has mastered Stevens's basic bread recipe, they're free to spread their floury wings and attempt Italian ciabatta, a rich French brioche, or even the intimidating croissant. Tips on storage (never in the fridge!) and leftovers (croutons, bread crumbs, Spanish migas) and a one-page troubleshooting guide guaranteed to get earmarked ensure bakers reap great rewards from their labor. Though readers may not go to the lengths of building their own clay oven (included here in detail) Stevens's accessible take on the subject is sure to inspire confidence, an appreciation for the craft, and a willingness to experiment.

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“For a touch of the homemade every day, try the River Cottage handbooks.”—Everyday Food, Favorite New Cookbooks, December 2010"Stevens's accessible take on the subject is sure to inspire confidence, an appreciation for the craft, and a willingness to experiment."—Publishers Weekly STARRED review, 8/23/10“A remarkably compact, glove box-friendly guidebook to baking. . . . A bread survival book. . . . The River Cottage Bread Handbook is a refreshing change from so many American cookbooks that magically transform copious recipes into 12 easy steps and still promise fail-proof recipes.”—LA Weekly, 8/11/10“Be prepared to make space on your cookbook shelf for these practical, passionate guides. . . . Stevens lays down a bread-making foundation with an in-depth introduction (and full-color step-by-step photos), then proceeds to help readers perfect their skills in his witty, conversational style.”—Oregonian, 8/3/10“These compact yet comprehensive hardcover volumes, part of a series written by experts in the River Cottage fold, inspire and instruct with their English charm, deploying a chatty hand-holding that nudges you through the process. The head River Cottage baker, Daniel Stevens, who put together THE RIVER COTTAGE BREAD HANDBOOK spends over 40 pages on mastering the basic loaf. His kneading explanation was so clear I didn’t need to constantly refer to the photos; and it taught me some new tricks. . . .This wide-ranging book inspires exploration, and not just because I’ll soon be able to slather my warm Scottish oatcakes, roti and even bagels with my own jam, thanks to THE RIVER COTTAGE PRESERVES HANDBOOK. Here Pam Corbin, who runs the Preserving Days at River Cottage, explains the fundamentals of jam, jelly, chutney, cordials, pickles, sauces and more in a demystifying manner. . . . Recipes for hearty ale chutney, spring rhubarb relish and Hugh’s prizewinning raspberry fridge jam are within delicious reach.”—NY Times Book Review, Summer Reading Issue, Cookbook Roundup, 6/6/10“This book is not only beautiful and inspiring but it also adds new bread-making ideas and formulas to the lexicon. It definitely goes on my ‘must-have’ bread shelf.”—Peter Reinhart, author of the James Beard and IACP Cookbook of the Year, The Bread Baker’s Apprentice

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Product details

Series: River Cottage Handbooks

Hardcover: 224 pages

Publisher: Ten Speed Press; 1st edition (June 15, 2010)

Language: English

ISBN-10: 158008186X

ISBN-13: 978-1580081863

Product Dimensions:

5.4 x 1 x 8 inches

Shipping Weight: 1.2 pounds (View shipping rates and policies)

Average Customer Review:

4.4 out of 5 stars

42 customer reviews

Amazon Best Sellers Rank:

#332,326 in Books (See Top 100 in Books)

I'm comfortable in the kitchen and have put together many a good meal, both from recipe and from good old fashion scratch. That said, baking bread always gave me pause. The litany of bread baking advice found online and in many cookbooks ranges from scientific to something like alchemy and none inspired in me much confidence to knead or even not knead bread (nor did the few I tried lead to well baked bread!).This book changed all that. I can bake bread now.The style is detailed in a way that most recipe books are not and in a way that I actually learn from. For example, if you are the type of person who encounters in a bread recipe "shape the dough into a round" and angrily wonders "HOW IS THE RIGHT WAY TO DO THAT?!" then this book is for you (hint: the Handbook describes in detail how to shape dough into a round).Best of all, the resulting bread is fantastic. I've not tried all the yeasted dough recipes but those I have (doughnuts, bagels, english muffins, pizza dough) all turned out better in texture and taste than others I'd tried pre-Handbook.Sourdough took me a while to get but now I kick ass at that too. All thanks to the River Cottage Bread Handbook.

I borrowed this book from the library, and after reading through the book, I ordered it. It explains how to make sourdough starter correctly, and most important, it has a real recipe for rye bread which I have been searching for. I started the sourdough, and I am about half way through the process. I have never created a starter because I did not have time to bake frequently. This book explains how to store starter for 2 weeks, so now I do have time to make sourdough bread. As other reviews have said, this is not exactly a beginners bread book, but if you read through all the instructions, the author does explain how to make bread that a beginner could follow. The only part a beginner may have a problem with is the amount of time to knead the bread dough. I know what it should feel like and act like before baking. It just takes practice, and every one makes mistakes at first. I plan on ordering a bread form for rising rye bread, and I will go from there. The measurements are both in English and Metric, so I can use either. The book also has other basic bread recipes, and ways to use old bread. I will use this book alot.

I have always wanted to learn to bake bread, but never thought I had the time or talent to do it right. On vacation this summer I ran across this book in a cookbook shop and requested it for Christmas. Lucky me that my husband was listening! This book is super. I spent a good plane ride reading it from start to finish. The step-by-step guide to bread baking, almost a breadmaking 101, introduced the equipment and explained the importance of each ingredient.The basic recipe that can be altered at will was a great way to introduce creativity into baking, something I've always thought of as quite rigid. I have made almost 10 batches of bread (30 loaves!) now using the basic recipe and I'm having a blast! It's wonderful to see, feel and taste the difference one ingredient can make. I'm also gaining great confidence in my ability to "do it right" and yet be creative. From this book I now understand what the dough should "feel" like, how the yeast should smell and what happened when my first loaves came out too chewy.I've also made the breadsticks, foccacia and, this evening, the bagels. All of the recipes were straight-forward and easy to follow - especially after taking the time to read the book cover-to-cover. My family is thrilled with my new hobby and so am I. This book is great. I recommend it for everyone, especially beginners.

Wonderful reference book

Such a great book, and a great size too

I love this book because it's more than just recipes; Stevens gives a real education in bread-making and encourages the kind of creativity that belongs in the kitchen. Don't open this book for the first time in the kitchen with your bag of flour at your side, ready to start baking. You need to spend some time reading beforehand and THEN head into the kitchen and get down to business. Don't expect to be a master a first, but there's loads of room to grow with this book on your counter.

Seriously? Reading a book about bread? Yes! Absolutely. And I loved every page.Very informative and delightful read.I plan to go have the spine cut off the book and get it wire bound so it will open flat when working in the kitchen and trying the recipes.

This is a great little book the recipes are simple and easy to follow and the results are great, try the scones if you have ever had a Devon cream tea this will bring back memories.

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