Called “Inside the Magic Kingdom” by Tom Connellan.
Here's my quick takeaways:
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“In the service sector, everyone is your competition.”
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“Internal customers look for the same things as external customers.”
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“Pay attention to detail”
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“Everyone walks the talk”
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“Every time a customer comes in contact with your company you have an opportunity to create value.”
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Emerson: What you do thunders above your head so loudly, I cannot hear the words you speak.
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“The trick is to turn commons sense into common practice.”
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“Everything walks the walk”
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“Everyone needs to focus on providing what customers want – even people who never come in direct contact with customers”
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“Customers are best heard through many ears.”
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“Reward, recognize, and celebrate.”
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“The absence of feedback can cause people to withdraw their commitment.”
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“The two most common by-products of phenomenal success are arrogance and complacency.”
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“I am a kxy pxrson and nxxdxd vxry much.” - Xvxryonx makxs a diffxrxncx.”
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“To achieve good teamwork and optimize customer loyalty, you have to break down the silos.”