On October 1, 1971 Walt Disney World opens. In the coming decades, Disney establishes one of the highest standards of entertainment in the world.

Walt Disney World corporate culture makes a point to use theatrical terminology in business. Employees are “cast members” and their jobs are “roles.” Rides are referred to as “adventures.” Customer-facing areas are “onstage” and employee-only areas are “backstage.” Keeping the onstage areas clean is keeping it “show ready.”

Small touches like these and more have helped Disney build up a reputation for creating a standard of customer satisfaction. They have modeled themselves into an authority of strengthening and maintaining customer loyalty.

Book Title: Be our guest : perfecting the art of customer service

Book Author:  Disney Institute 

Dewey Decimal Call Number: 658.812 B 2001

If you would prefer to purchase this book, please consider supporting the Librarian’s Almanac through our Amazon Link.