Be Our Guest
Perfecting the Art of Customer Service
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Narrado por:
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Barry Abrams
Acerca de esta escucha
Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last 25 years, thousands of professionals from more than 35 countries and more than 40 industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.
©2011 Disney Enterprises, Inc. (P)2015 TantorLos oyentes también disfrutaron...
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Narración:4.5 out of 5 stars 132
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Historia4.5 out of 5 stars 132
In a tight market, your most powerful growth engine - and your best protection from competitive inroads - is this: Put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become "walking billboards" who will happily promote your brand.
In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty.
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5 out of 5 stars
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Great book, recommended!
- De KLD en 07-03-15
De: Leonardo Inghilleri, y otros
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Designing for Growth
- A Design Thinking Tool Kit for Managers
- De: Jeanne Liedtka, Tim Ogilvie
- Narrado por: Nicol Zanzarella
- Duración: 6 h y 35 m
- Versión completa
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General4 out of 5 stars 104
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Narración:4 out of 5 stars 87
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Historia4 out of 5 stars 86
Jeanne Liedtka and Tim Ogilvie educate listeners on one of the hottest trends in business development: "design thinking", or the ability to turn abstract ideas into practical applications for maximal business growth. Jeanne Liedtka's recent book, The Catalyst: How YOU Can Lead Extraordinary Growth, was named a Top Innovation and Design Thinking Book by Business Week. Tim Ogilvie has been hailed as a visionary for his pioneering contributions to service innovation, business model innovation, and customer experience design.
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4 out of 5 stars
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Audiobook requires regular book
- De GoingGoingGone... en 07-01-18
De: Jeanne Liedtka, y otros
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The New Gold Standard
- 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 12 m
- Versión completa
-
General4.5 out of 5 stars 521
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Narración:4.5 out of 5 stars 428
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Historia4.5 out of 5 stars 426
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization.
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4 out of 5 stars
-
Very good information
- De Sand Storm IR.Tools Technology en 09-06-15
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What Customers Crave
- How to Create Relevant and Memorable Experiences at Every Touchpoint
- De: Nicholas J. Webb
- Narrado por: James Foster
- Duración: 7 h y 1 m
- Versión completa
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General4.5 out of 5 stars 177
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Narración:4.5 out of 5 stars 162
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Historia4.5 out of 5 stars 161
The best companies in the world discover what their customers desire - and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success
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5 out of 5 stars
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Must read if you are looking for a way to improve your business
- De Anonymous User en 05-06-20
De: Nicholas J. Webb
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Solving Problems with Design Thinking
- Ten Stories of What Works
- De: Jeanne Liedtka, Andrew King, Kevin Bennett
- Narrado por: Dina Pearlman
- Duración: 7 h y 19 m
- Versión completa
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General4 out of 5 stars 92
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Narración:4 out of 5 stars 80
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Historia4 out of 5 stars 81
Design-oriented firms such as Apple and IDEO have demonstrated how design thinking can directly affect business results. Yet most managers lack a real sense of how to put this new approach to use for issues other than product development and sales growth. Solving Problems with Design Thinking details 10 real-world examples of managers who successfully applied design methods at 3M, Toyota, IBM, Intuit, and SAP; entrepreneurial start-ups such as MeYou Health; and government and social sector organizations.
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5 out of 5 stars
-
Excellent book for design thinkers
- De Amazon Customer en 11-16-16
De: Jeanne Liedtka, y otros
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Joy, Inc.
- How We Built a Workplace People Love
- De: Richard Sheridan
- Narrado por: Tim Andres Pabon
- Duración: 7 h y 28 m
- Versión completa
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General4.5 out of 5 stars 308
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Narración:4.5 out of 5 stars 275
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Historia4.5 out of 5 stars 269
Joy, Inc. offers an inside look at how Sheridan and Menlo created a joyful culture, and shows how any organization can follow their methods for a more passionate team and sustainable, profitable results. Sheridan also shows how to run smarter meetings and build cultural training into your hiring process. Joy, Inc. offers an inspirational blueprint for listeners in any field who want a committed, energizing atmosphere at work - leading to sustainable business results.
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5 out of 5 stars
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Hey Menlo.
- De Stacey Colón en 03-25-16
De: Richard Sheridan
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High-Tech, High-Touch Customer Service
- Inspire Timeless Loyalty in the Demanding New World of Social Commerce
- De: Micah Solomon
- Narrado por: Micah Solomon, Sean Pratt
- Duración: 6 h y 7 m
- Versión completa
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General4 out of 5 stars 81
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Narración:4.5 out of 5 stars 69
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Historia4 out of 5 stars 70
In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.
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5 out of 5 stars
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This is the book that cracks the code!
- De Nick Morgan en 04-30-13
De: Micah Solomon
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The Commitment Engine
- Making Work Worth It
- De: John Jantsch
- Narrado por: John Jantsch
- Duración: 6 h y 17 m
- Versión completa
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General4.5 out of 5 stars 36
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Narración:4.5 out of 5 stars 28
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Historia4.5 out of 5 stars 28
The small-business guru behind Duct Tape Marketing and The Referral Engine teaches listeners how to establish lasting commitment in their employees, customers, and businesses. Why are some companies able to generate committed, long-term customers while others struggle to stay afloat? Why do the employees of some organizations fully dedicate themselves while others punch the clock without enthusiasm?
De: John Jantsch
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Glimmer
- How Design Can Transform Your Life and Maybe Even the World
- De: Warren Berger
- Narrado por: Ax Norman
- Duración: 10 h y 14 m
- Versión completa
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General4 out of 5 stars 72
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Narración:4 out of 5 stars 38
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Historia4 out of 5 stars 39
The first book to reveal how thinking like a designer can help solve the greatest challenges we face in business, society, and our daily lives. What can we learn from the ways great designers think-and how can it improve our world? In this highly original book by journalist Warren Berger, in collaboration with celebrated designer Bruce Mau, ten groundbreaking principles of design are shown in action-addressing business, social, and personal challenges and improving the way we think, work, and live.
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2 out of 5 stars
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not for those who know about design thinking...
- De Pierre en 09-06-10
De: Warren Berger
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The Customer Service Revolution
- Overthrow Conventional Business, Inspire Employees, and Change the World
- De: John R. DiJulius III
- Narrado por: Joel Richards
- Duración: 4 h y 54 m
- Versión completa
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General5 out of 5 stars 32
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Narración:5 out of 5 stars 28
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Historia5 out of 5 stars 28
In The Customer Service Revolution, DiJulius points out how numerous companies have made customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the customer - which ultimately permeates into people’s personal lives at home and in their communities.
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5 out of 5 stars
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Phenomenal practical guidance to taking care of our customers!
- De Nathan Unruh en 07-09-24
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- De: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrado por: Matthew Dixon, Nick Toman, Rick DeLisi
- Duración: 6 h y 37 m
- Versión completa
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General4.5 out of 5 stars 110
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Narración:4.5 out of 5 stars 89
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Historia4.5 out of 5 stars 88
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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5 out of 5 stars
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If you are a CXer, you have to read/listen to it
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
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Moments of Impact
- How to Design Strategic Conversations That Accelerate Change
- De: Chris Ertel, Lisa Kay Solomon
- Narrado por: Sean Pratt
- Duración: 7 h y 32 m
- Versión completa
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General4.5 out of 5 stars 70
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Narración:4.5 out of 5 stars 60
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Historia4 out of 5 stars 60
Moments of Impact is an audiobook on a mission: to eradicate time-sucking, energy-depleting workshops and meetings. In our fast-changing world, organizations have important challenges and opportunities to address - and no time to waste. Moments of Impact delivers the single most useful resource for managers and leaders who need better strategic conversation - now - to shape the future of their organizations.
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3 out of 5 stars
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Another audiobook failure. Buy the real book
- De Jonathan en 02-08-15
De: Chris Ertel, y otros
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Peak
- How Great Companies Get Their Mojo from Maslow (Revised and Updated)
- De: Chip Conley
- Narrado por: Brian Sutherland
- Duración: 10 h y 28 m
- Versión completa
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General4.5 out of 5 stars 73
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Narración:4.5 out of 5 stars 63
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Historia4.5 out of 5 stars 64
Peak is the popular, transformative guide to doing business better, written by a seasoned entrepreneur/CEO who has disrupted his favorite industry not once but twice. Author Chip Conley, founder and former CEO of one of the world's largest boutique hotel companies, turned to psychologist Abraham Maslow's Hierarchy of Needs at a time when his company was in dire need.
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1 out of 5 stars
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Presentation and attention to detail matter
- De Stephen Estelle en 11-05-19
De: Chip Conley
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Jobs to Be Done
- A Roadmap for Customer-Centered Innovation
- De: Stephen Wunker, David Farber, Jessica Wattman
- Narrado por: Tim Andres Pabon
- Duración: 4 h y 52 m
- Versión completa
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General4 out of 5 stars 110
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Narración:4 out of 5 stars 88
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Historia4 out of 5 stars 89
Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services, and helps you generate creative opportunities to innovate your way to success.
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2 out of 5 stars
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YouTube talks are better.
- De BizTech Readings en 12-27-16
De: Stephen Wunker, y otros
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Little Bets
- How Breakthrough Ideas Emerge from Small Discoveries
- De: Peter Sims
- Narrado por: John Allen Nelson
- Duración: 5 h y 2 m
- Versión completa
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General4 out of 5 stars 357
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Narración:4.5 out of 5 stars 286
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Historia4 out of 5 stars 284
What do Apple CEO Steve Jobs, comedian Chris Rock, prize-winning architect Frank Gehry, the story developers at Pixar films, and the Army Chief of Strategic Plans all have in common? Best-selling author Peter Sims found that all of them have achieved breakthrough results by methodically taking small, experimental steps in order to discover and develop new ideas.
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4 out of 5 stars
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Useful approach, not for everyone
- De Tad Davis en 08-15-11
De: Peter Sims
-
One Little Spark!
- Mickey's Ten Commandments and the Road to Imagineering
- De: Marty Sklar
- Narrado por: Jeff Cummings
- Duración: 5 h y 45 m
- Versión completa
-
General4.5 out of 5 stars 221
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Narración:4.5 out of 5 stars 206
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Historia4.5 out of 5 stars 203
We've all read about the experts: the artists, the scientists, the engineers - that special group of people known as Imagineers for The Walt Disney Company. But who are they? How did they join the team? What is it like to spend a day in their shoes?
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4 out of 5 stars
-
More like a collection of emails.
- De J en 02-19-18
De: Marty Sklar
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Primal Branding
- Create Zealots for Your Brand, Your Company, and Your Future
- De: Patrick Hanlon
- Narrado por: Alan Sklar
- Duración: 7 h y 50 m
- Versión completa
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General4 out of 5 stars 390
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Narración:4.5 out of 5 stars 294
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Historia4 out of 5 stars 293
What is it that made Starbucks an overnight sensation and separated it from other coffee house companies? Why do many products with great product innovation, perfect locations, terrific customer experiences, even breakthrough advertising, fail to get the same visceral traction in the marketplace as brands like Apple and Nike?
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4 out of 5 stars
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Good book, hard to stay interested
- De Axiom Brevity en 11-21-16
De: Patrick Hanlon
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The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.
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Historia4.5 out of 5 stars 19
How did a child of immigrants, starting with no background in the hotel business, create the world's most admired and successful hotel brand? And how has Four Seasons grown so dramatically, over nearly half a century, without losing its focus on exceptional quality and unparalleled service? Isadore Sharp answers these questions in his inspiring memoir. He started out in Toronto, the son of a modest builder from Poland, but ambition and fate rapidly took him beyond his father's three-man construction business.
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5 out of 5 stars
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Great story and an pleasant listen
- De Cj Pichinevskiy en 11-28-24
De: Isadore Sharp
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The Hidden Magic of Walt Disney World, 3rd Edition
- Over 600 Secrets of the Magic Kingdom, EPCOT, Disney's Hollywood Studios, and Disney's Animal Kingdom
- De: Susan Veness
- Narrado por: Andrea Emmes
- Duración: 8 h y 21 m
- Versión completa
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General4.5 out of 5 stars 25
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Narración:4.5 out of 5 stars 22
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Historia4.5 out of 5 stars 22
Whether it’s your first or 50th visit to Walt Disney World, you’ll be surprised at how much you can miss during your trip. Including all-new information on Toy Story Land, Star Wars: Galaxy’s Edge, and Mickey and Minnie’s Runaway Railway, The Hidden Magic of Walt Disney World, 3rd Edition will inspire you to relive the magic year after year!
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3 out of 5 stars
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this is just a timelilne of disney
- De Tammy Krick en 10-21-21
De: Susan Veness
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Dream Chasing
- My Four Decades of Success and Failure with Walt Disney Imagineering
- De: Bob Weis
- Narrado por: Bob Weis
- Duración: 15 h y 57 m
- Versión completa
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General5 out of 5 stars 19
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Narración:4.5 out of 5 stars 19
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Historia5 out of 5 stars 19
Disney experiences enthrall millions of guests around the world. How does it all become a reality? Find out in this action-packed narrative journey! Dream Chasing is a recounting by author Bob Weis of four decades of creating and seeing to completion challenging projects, leading teams from the top secret, high-tech corridors of Walt Disney Imagineering (WDI) to the highest levels of The Walt Disney Company.
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5 out of 5 stars
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An amazing storytelling!
- De Alma en 03-08-25
De: Bob Weis
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The Story of Walt Disney
- De: Diane Disney Miller, Pete Martin
- Narrado por: Karen Commins
- Duración: 7 h y 23 m
- Versión completa
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General4.5 out of 5 stars 31
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Narración:4.5 out of 5 stars 28
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Historia4.5 out of 5 stars 28
As you'll hear in this audiobook, Walt found resourceful ways to earn money even in his youth. The warm reminiscences present Walt as a creative and energetic business person and loving family man. His story includes fascinating details about animation, his cartoon characters and films, the movie and TV industries, and technological processes he invented.
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5 out of 5 stars
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The way Walt Disney daughter caught his essence
- De Thomas Brides en 06-12-24
De: Diane Disney Miller, y otros
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The Ride of a Lifetime
- Lessons Learned from 15 Years as CEO of the Walt Disney Company
- De: Robert Iger
- Narrado por: Jim Frangione, Robert Iger
- Duración: 8 h y 45 m
- Versión completa
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General5 out of 5 stars 16,810
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Narración:5 out of 5 stars 14,385
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Historia5 out of 5 stars 14,344
Robert Iger became CEO of The Walt Disney Company in 2005, during a difficult time. Competition was more intense than ever, and technology was changing faster than at any time in the company’s history. His vision came down to three clear ideas: Recommit to the concept that quality matters, embrace technology instead of fighting it, and think bigger - think global - and turn Disney into a stronger brand in international markets.
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5 out of 5 stars
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Joins “Shoe Dog” as required biographies.
- De Matt S. en 01-02-20
De: Robert Iger
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Lead Like Walt
- Discover Walt Disney’s Magical Approach to Building Successful Organizations
- De: Pat Williams, Jim Denney - with
- Narrado por: BJ Harrison
- Duración: 7 h y 40 m
- Versión completa
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General4.5 out of 5 stars 39
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Narración:4.5 out of 5 stars 35
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Historia4.5 out of 5 stars 35
Whether you are building a small business from the ground up or managing a multinational company, you can learn the seven key traits for leadership success from one of the greatest business innovators and creative thinkers of the 20th century: Walt Disney. Whether you know him as the first to produce cartoons in Technicolor, the mastermind behind the theme park Disneyland, or the founder of the largest entertainment conglomerate, Walt's story of creativity, perseverance in spite of obstacles, and achieving goals resonates and inspires as much today as it ever has.
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5 out of 5 stars
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Another Great Disney Book by Pat Williams!
- De Mark Bowser en 12-13-19
De: Pat Williams, y otros
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- De: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrado por: Matthew Dixon, Nick Toman, Rick DeLisi
- Duración: 6 h y 37 m
- Versión completa
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General4.5 out of 5 stars 110
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Narración:4.5 out of 5 stars 89
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Historia4.5 out of 5 stars 88
In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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5 out of 5 stars
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If you are a CXer, you have to read/listen to it
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
Lo que los oyentes dicen sobre Be Our Guest
Con calificación alta para:
Reseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- David Tryon
- 05-30-23
Fantastic
I can’t wait to use this in my industry and implement this throughout the team.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- IowaGreyhound
- 10-25-18
A Magical Overview of Customer Service
This provides an in-depth look at how Disney provides magical moments for their guests. Also gives examples from other companies that utilized similar a process. Many parts are easily applied to other business or service situations.
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Total4 out of 5 stars
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Ejecución5 out of 5 stars
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Historia3 out of 5 stars
- Debbie Jones
- 07-14-20
dry material
It is very hard to rate such a "instructional" but it was a lot easier to get through by listening!
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Total5 out of 5 stars
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Ejecución4 out of 5 stars
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Historia3 out of 5 stars
- Anonymous User
- 02-20-20
Cast, setting and culture is the key to creating m
Cast, setting and culture is the key to creating magical experiences. Tons of valuable nuggets throughout the book. A little slow at times/tough to follow. It's a great book based on the length as well. worth a listen!!
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- Anonymous User
- 04-14-18
. a must-read
one of my favorite books that I have picked up yet. It has changed my mind and Views when it comes to customer service and how to offer a better service for everyone not only me but my co-workers my customers and the business I work for. you do not have to own a business to enjoy the rewards that this book will give you
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Total4 out of 5 stars
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Ejecución4 out of 5 stars
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Historia4 out of 5 stars
- B. Covington
- 01-05-23
Enjoyed It!
Was not quite what I was expecting, but still good. Didn't enjoy the voices. It was not necessary to try to talk like Walt to quote him.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- thebigreader
- 11-19-24
Informative
View behind the curtain details how Disney problem solves and shares with other companies how to be innovative.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- Jackie
- 05-19-19
For Everyone!
This book not only is a brilliant insight To business, customer service and an experience but relates to every area of life.
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Total5 out of 5 stars
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Ejecución5 out of 5 stars
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Historia5 out of 5 stars
- J. Carrero
- 03-01-17
Great hidden principles
This is a must read if you want to stay in business and grow. Profit or nonprofit organization.
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Total4 out of 5 stars
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Ejecución3 out of 5 stars
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Historia3 out of 5 stars
- Momof2
- 04-14-18
Good for Disney Philosophers
Content is good, the audio version is dry. Recommend reading this one on your own.
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esto le resultó útil a 3 personas