If You're Curious About These Questions...
You should listen to this audiobook
- What’s the secret behind Disney’s ability to consistently deliver 'magical' experiences that keep millions of customers coming back year after year?
- Have you ever wondered how Disney uses 'Guestology' to anticipate exactly what their customers want before they even realize it themselves?
- What if you could transform your company's culture by treating every employee like a 'cast member' and every location like a 'stage'?
Listen to Be Our Guest — Free Audiobook
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Key Takeaways from Be Our Guest
- Learn how to practice 'guestology' by uncovering your customers' exact expectations and molding your business experience to perfectly fulfill them.
- Discover why establishing prioritized quality standards—such as Disney's rule of putting safety before showmanship—empowers your employees to make the right decisions in the moment.
- Understand how to seamlessly connect your employees, physical settings, and daily processes using an integration matrix to deliver a flawless, stress-free customer experience.
- Find out how adopting a service-oriented mission and changing internal terminology, like treating customers as 'guests,' transforms your team's mindset and elevates personalized service.
- Master the art of sensory design by carefully controlling what your customers see, smell, and hear to create a deeply immersive and unforgettable environment.
Learning Tools
Reinforce what you learned from Be Our Guest
Mind Map
Be Our Guest
Quality Service Compass+
Service-Oriented Purpose+
The Sensory Setting+
Guestology Data Collection+
Managing Wait Times+
Quiz — Test Your Understanding
Question 1 of 8
What is 'guestology' in the context of Disney's Quality Service Compass?
Question 2 of 8
If a Disney employee is about to perform in a show but sees a lost child in distress, why do they stop to help the child first?
Question 3 of 8
What tool does Disney use to ensure that its three delivery systems (employees, setting, and processes) are properly combined and evaluated against a specific factor?
Question 4 of 8
Why does Disney prefer to use the term 'guest' instead of 'customer'?
Question 5 of 8
Why are public road and directional signs at Walt Disney World colored purple and red?
Question 6 of 8
How did Disney utilize psychographic information gathered from surveys to improve the guest experience?
Question 7 of 8
Which of the following is an example of how Disney optimizes the guest flow to manage waiting times?
Question 8 of 8
How does Disney intentionally use a guest's sense of touch to intensify their perception of the environment?
Be Our Guest — Full Chapter Overview
- 1Recommendation
- 2Disney’s service strategy learns guest needs and delivers consistently high-quality service in return worldwide.
- 3Disney delivers superior service by keeping its systems robust and integrated together.
- 4A service-driven purpose becomes a promise to customers and a guiding mission for employees to follow.
- 5Consider how customers perceive the sights, smells, and sounds of your created world.
- 6The foods your customers enjoy, and the textures they feel, greatly define their overall experience too.
- 7Use surveys wisely to understand your customers’ habits and even their emotions better.
- 8Disney created three distinct solutions to tackle the many problems of queuing effectively.
Be Our Guest Summary & Overview
Be Our Guest (2011) reveals Disney’s key tenets and principles of outstanding customer service and how following these has helped the company become the successful business empire it is today.
Who Should Listen to Be Our Guest?
- Entertainment professionals curious about what makes Disney so successful
- Business owners who want to improve customer service overall
- Customer service professionals looking to upgrade their skills
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