Friday, November 25, 2011

Be Our Guest - 10th Anniversary Edition

Here's a brief article from D23, the Disney Fan Club, announcing the publication of the revised and expanded edition of Be Our Guest earlier this month. The book has been amazingly successful (over 150,000 copies sold), which tells you something about Disney's expertise at delivering quality service and their ability to market their products.

Ten years ago, Ted Kinni’s book Be Our Guest: Perfecting the Art of Customer Service pulled back the curtain to give readers a look at how Walt Disney Parks and Resorts does business.

Based on DI programs and extensive interviews with their clients, Be Our Guest showcases how Disney builds its entire organization around customers, or in Disney parlance, guests. Now, 150,000 copies later, the Disney Publishing Worldwide book is back on store shelves, freshly updated in time to help celebrate DI’s 25th anniversary.

“The interesting thing about this edition is that the Company itself has grown and entered a lot of different businesses since the first edition,” Ted says. “Because of this, there’s now a whole new range of examples and enhancements to the book.” He cites growth in retail stores, the Cruise Line, travel businesses, and a more global Parks presence. “This book represents a more refined quality service approach that DI has been able to develop these last 10 years,” he says. “When you think of customer service, Disney immediately pops into your mind. It’s really amazing how long Disney has excelled in customer service and how it’s built a successful organization around it.”
I'm working on a second book for Disney Institute now. It's really a dream gig working for a client that has so much great content and such a terrific track record. More on the new book when we get closer to the publication date later next year.

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