Called  “Inside the Magic  Kingdom”  by Tom Connellan.

Here's my quick takeaways:

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