99 Lessons Learned From Disney To Improve The Patient Experience
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99 Lessons Learned From Disney To Improve The Patient Experience
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Author : Jake Poore
language : en
Publisher:
Release Date : 1963-11-30
99 Lessons Learned From Disney To Improve The Patient Experience written by Jake Poore and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1963-11-30 with categories.
99 Lessons Learned From Disney to Improve the Patient Experience, is a wonderful resource for any health care organization that desires to improve the patient experience. Jake has truly captured the essence of Disney's principles for creating loyalty-driving experiences. And more importantly, he has thoughtfully and artfully applied these principles to the world of health care. For 15+ years, Jake and his team at ILS have been helping health care organizations successfully apply the lessons contained in this book. The lessons are field-tested and they work.
99 Lessons Learned From Disney To Improve The Patient Experience
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Author : Jake Poore
language : en
Publisher:
Release Date : 2019-04-30
99 Lessons Learned From Disney To Improve The Patient Experience written by Jake Poore and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-04-30 with categories.
If Disney Ran Your Hospital
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Author : Fred Lee
language : en
Publisher: Conran Octopus
Release Date : 2004
If Disney Ran Your Hospital written by Fred Lee and has been published by Conran Octopus this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Consumer satisfaction categories.
Using examples from his work with Disney and as a senior-level hospital executive, author Fred Lee challenges the assumptions that have defined customer service in healthcare. In this unique book, he focuses on the similarities between Disney and hospitals - both provide an "experience," not just a service. It shows how hospitals can emulate the strategies that earn Disney the trust and loyalty of their guests and employees. The book explains why standard service excellence initiatives in healthcare have not led to high patient satisfaction and loyalty, and it provides 9 1/2 principles that will help hospitals gain the competitive advantage that comes from being seen as "the best" by their own employees, consumers, and community.
Be Our Guest
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Author : Disney Institute
language : en
Publisher:
Release Date : 2003-06
Be Our Guest written by Disney Institute and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-06 with Business & Economics categories.
Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.
The Customer Rules
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Author : Lee Cockerell
language : en
Publisher: Profile Books
Release Date : 2013-03-07
The Customer Rules written by Lee Cockerell and has been published by Profile Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-07 with Business & Economics categories.
Today, consumers have more choice than ever before. It's no longer enough to simply provide a service - companies who want to stay in business must also provide impeccable service with such consistency, integrity and creativity that people who experience it will not only keep coming back for more, but recommend your business to their friends, families, and colleagues. The Customer Rules is entirely focused on one ultimate goal: to help you, no matter what your position or job title, secure the most revenue-boosting asset you could wish for: a reputation for excellent service. Lee Cockerell, former Executive Vice President of Operations at Disney World - a company which has redefined what a business can do for their customers - shows you how: from why you should 'Never say no - except No Problem' to asking yourself 'What Would Mum Do?'. His 39 easy-to-follow rules apply to any industry and any company, large, small, public, private, online or High Street. The principles revealed in this book, tried and tested in one of the world's happiest environments, can give you everything you need to truly connect with your customers.
Creating Magic
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Author : Lee Cockerell
language : en
Publisher: Random House
Release Date : 2010-01-26
Creating Magic written by Lee Cockerell and has been published by Random House this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-01-26 with Business & Economics categories.
Outstanding leadership is the kind that inspires employees, delights customers, and achieves extraordinary business results. And no one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World® Resort operations for over a decade. In Creating Magic, he shares the ten practical, common sense strategies that guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise. Combining surprising business wisdom with insightful and entertaining stories from his four decades on the front lines of some of the world's best-run companies, Lee shows all of us - from small business owners to managers at every level - how to become better leaders by infusing quality, character, courage, enthusiasm and integrity into our workplaces and our lives.
Creativity Inc The Expanded Edition
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Author : Ed Catmull
language : en
Publisher: Random House
Release Date : 2014-04-08
Creativity Inc The Expanded Edition written by Ed Catmull and has been published by Random House this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-04-08 with Business & Economics categories.
The co-founder and longtime president of Pixar updates and expands his 2014 New York Times bestseller on creative leadership, reflecting on the management principles that built Pixar’s singularly successful culture, and on all he learned during the past nine years that allowed Pixar to retain its creative culture while continuing to evolve. “Might be the most thoughtful management book ever.”—Fast Company For nearly thirty years, Pixar has dominated the world of animation, producing such beloved films as the Toy Story trilogy, Finding Nemo, The Incredibles, Up, and WALL-E, which have gone on to set box-office records and garner eighteen Academy Awards. The joyous storytelling, the inventive plots, the emotional authenticity: In some ways, Pixar movies are an object lesson in what creativity really is. Here, Catmull reveals the ideals and techniques that have made Pixar so widely admired—and so profitable. As a young man, Ed Catmull had a dream: to make the first computer-animated movie. He nurtured that dream as a Ph.D. student, and then forged a partnership with George Lucas that led, indirectly, to his founding Pixar with Steve Jobs and John Lasseter in 1986. Nine years later, Toy Story was released, changing animation forever. The essential ingredient in that movie’s success—and in the twenty-five movies that followed—was the unique environment that Catmull and his colleagues built at Pixar, based on philosophies that protect the creative process and defy convention, such as: • Give a good idea to a mediocre team and they will screw it up. But give a mediocre idea to a great team and they will either fix it or come up with something better. • It’s not the manager’s job to prevent risks. It’s the manager’s job to make it safe for others to take them. • The cost of preventing errors is often far greater than the cost of fixing them. • A company’s communication structure should not mirror its organizational structure. Everybody should be able to talk to anybody. Creativity, Inc. has been significantly expanded to illuminate the continuing development of the unique culture at Pixar. It features a new introduction, two entirely new chapters, four new chapter postscripts, and changes and updates throughout. Pursuing excellence isn’t a one-off assignment but an ongoing, day-in, day-out, full-time job. And Creativity, Inc. explores how it is done.
Textbooks And Quality Learning For All
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Author : Unesco
language : en
Publisher: UNESCO
Release Date : 2006
Textbooks And Quality Learning For All written by Unesco and has been published by UNESCO this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with Education categories.
Focused on the dual aspects of access and quality, this publication discusses the role of textbooks in facilitating quality education for all. The book consists of reviews of the international perspectives as well as case studies on Brazil, Russian Federation, and Rwanda. It also documents strategies that could help to optimise procedures of textbook development, production, and evaluation; enhance textbooks' pedagogical impact; improve teachers' selection of textbooks; and raise textbook supply efficiently.
Service Is A Superpower
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Author : Louie Gravance
language : en
Publisher: Mascot Books
Release Date : 2020-04-07
Service Is A Superpower written by Louie Gravance and has been published by Mascot Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-04-07 with Biography & Autobiography categories.
Louie Gravance is often referred to as "the guy that can make the Disney service concepts actually work outside of Disney." For over twenty-five years at the Walt Disney Company, Louie enjoyed a distinguished career with Disney theme parks, designing everything from live-entertainment experiences to customer service training programs through the Disney Institute in Orlando, Florida. At only twelve years old, he began working in California as a stage, film, and television actor and would go on to appear in movies, sitcoms, and over thirty-five national television commercials. In 1987, Gravance was offered a summer job with one of the entertainment industry's most successful providers of "magical" customer experiences, Disney theme parks, beginning as a comic at Disneyland in Anaheim, California and soon thereafter embarking on a nearly three-decade adventure at the Walt Disney World Resort in Orlando, Florida. Following his hugely effective tenure in Orlando, Gravance left Disney to pursue other opportunities and soon amassed even more success working as a consultant, customer service speaker, and corporate culture guru. Louie has designed multimillion-dollar service campaigns for companies such as Bank of America, ING Financial, Choice Hotels, Nikon, and The American Council of Independent Laboratories. Gravance is the recipient of the Disney Partners in Excellence Award and the Spirit of Disney Award and has been recognized internationally as a leading keynote speaker on the topic of customer service and employee engagement.