I did a Q&A on Be Our Guest: Perfecting the Art of Customer Service, the book I wrote with The Disney Institute, earlier this year for Pulse, the magazine of the International Spa Association. And I didn't even get a massage!
Here's the link to the interview, which describes how Disney delivers the customer experience and service that keeps its theme parks at the top of the industry's rankings decade after decade:
http://viewer.zmags.com/publication/e98ffcae#/e98ffcae/23
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