Tom Connellan is one of North America's leading authorities on customer loyalty and an author in the best-selling
Knock Your Socks Off Service series. Tom is a former faculty member and program director at The University of Michigan
Business School and the author of six business books.
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.
Tom works with leading companies such as GE, Motorola, Marriott, and Morgan Stanley, helping them take customer
and employee satisfaction "to the next level." As a senior partner in Performance Research Associates,
he shows companies how to improve customer retention and helps individuals and organizations learn to embrace rather
than resist change.
A captivating and informative speaker, Tom crisscrosses the country speaking to tens of thousands each year. He
and his partners also facilitate interactive sessions that forge stronger bonds between suppliers and customers.
For information on his schedule and availability, contact Performance Research Associates, 3055 Plymouth Road,
Suite 202, Ann Arbor, Michigan 48105, phone (313) 998-1414.
Summary
Now for the first time ever, an outsider takes you inside the incredible Disney service culture and presents
seven simple, powerful concepts in a fun, memorable way-that just may change the way you conduct business.
how Disney creates and sustains one of the most powerful corporate cultures ever
who's the real competition for Disney-and your company
why having everyone "walk the talk" is not quite enough-and what to do about it
how to get everyone 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 Disney cast members learn teamwork and how you can put that into practice at your company
real world examples of how to translate Disney's success into your business and personal life
amazing "inside facts" about the Magic Kingdom that will fascinate kids of all ages and make you
a hero to your children, nieces, nephews and grandchildren
Table of Contents
About This Book
1. Off to Orlando
2. Five at the Starting Gate
3. Who's Really Your Competition
4. How Little Things Make a Big Difference
5. Michael Eisner Sets the Record Straight
6. The Importance of Things Unseen
7. Putting on the Ears
8. Keeping the Magic Going
9. Behind the Scenes
10. Silo Busting Made Easy
11. How Disney Picks the Right People
12. Keeping Customers Who Count
13. Building Strong Business Partnerships
14. One with Passion...
Leader's Tool Kit
How to Put the Lessons to Work in Your Company
Notes
Further Reading
About the Author
Acknowledgments
