The experience : (Record no. 13978)
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| 001 - CONTROL NUMBER | |
| control field | ocn905854710 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OCoLC |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20171224114854.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS--GENERAL INFORMATION | |
| fixed length control field | m o d |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION | |
| fixed length control field | cr cnu---unuuu |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 150330t20152015njua o 001 0 eng d |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | N$T |
| Language of cataloging | eng |
| Description conventions | rda |
| -- | pn |
| Transcribing agency | N$T |
| Modifying agency | N$T |
| -- | IDEBK |
| -- | E7B |
| -- | EBLCP |
| -- | CDX |
| -- | RECBK |
| -- | YDXCP |
| -- | DG1 |
| -- | UMI |
| -- | OCLCF |
| -- | COO |
| -- | B24X7 |
| -- | S9I |
| -- | TEFOD |
| -- | DEBBG |
| -- | D6H |
| -- | K6U |
| 019 ## - | |
| -- | 909285230 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781119153795 |
| Qualifying information | electronic bk. |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 1119153794 |
| Qualifying information | electronic bk. |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781119028673 |
| Qualifying information | electronic bk. |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 1119028671 |
| Qualifying information | electronic bk. |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781119028772 |
| Qualifying information | electronic bk. |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 1119028779 |
| Qualifying information | electronic bk. |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| Cancelled/invalid ISBN | 9781119028659 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| Cancelled/invalid ISBN | 1119028655 |
| 029 1# - (OCLC) | |
| OCLC library identifier | DEBBG |
| System control number | BV042739817 |
| 029 1# - (OCLC) | |
| OCLC library identifier | GBVCP |
| System control number | 823568075 |
| 029 1# - (OCLC) | |
| OCLC library identifier | DEBBG |
| System control number | BV043616052 |
| 029 1# - (OCLC) | |
| OCLC library identifier | DEBBG |
| System control number | BV043397656 |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (OCoLC)905854710 |
| Canceled/invalid control number | (OCoLC)909285230 |
| 037 ## - SOURCE OF ACQUISITION | |
| Stock number | CL0500000596 |
| Source of stock number/acquisition | Safari Books Online |
| 037 ## - SOURCE OF ACQUISITION | |
| Stock number | D566C43F-5968-4C53-AC88-E9D22B85654E |
| Source of stock number/acquisition | OverDrive, Inc. |
| Note | http://www.overdrive.com |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF5415.5 |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS |
| Subject category code subdivision | 082000 |
| Source | bisacsh |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS |
| Subject category code subdivision | 041000 |
| Source | bisacsh |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS |
| Subject category code subdivision | 042000 |
| Source | bisacsh |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS |
| Subject category code subdivision | 085000 |
| Source | bisacsh |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| Edition number | 23 |
| 049 ## - LOCAL HOLDINGS (OCLC) | |
| Holding library | MAIN |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Loeffler, Bruce, |
| Relator term | author. |
| 245 14 - TITLE STATEMENT | |
| Title | The experience : |
| Remainder of title | the 5 principles of Disney service and relationship excellence / |
| Statement of responsibility, etc | Bruce Loeffler and Brian T. Church. |
| 246 3# - VARYING FORM OF TITLE | |
| Title proper/short title | Five principles of Disney service and relationship excellence |
| 264 #1 - | |
| -- | Hoboken, New Jersey : |
| -- | Wiley, |
| -- | [2015] |
| 264 #4 - | |
| -- | ©2015 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 1 online resource : |
| Other physical details | illustrations. |
| 336 ## - | |
| -- | text |
| -- | txt |
| -- | rdacontent |
| 337 ## - | |
| -- | computer |
| -- | c |
| -- | rdamedia |
| 338 ## - | |
| -- | online resource |
| -- | cr |
| -- | rdacarrier |
| 500 ## - GENERAL NOTE | |
| General note | "How to tell your clients and customers I. C.A.R.E."--cover. |
| 500 ## - GENERAL NOTE | |
| General note | Includes index. |
| 588 0# - | |
| -- | Print version record. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | This is a guide to mastering the art of customer service and service relationships, based on the principles employed at the Walt Disney Company. Based on the I. C.A.R.E. model, the five principles Impression, Connection, Attitude, Response, and Exceptionals give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of experience you are currently offering. You can then determine exactly what the "customer experience" should be for your company, and the changes required to make it happen. Topics include: "the experience" and what it means to the organization; the five levels of experience, and why most companies fail at it; service problems that face every company in the marketplace; the experience quotient and applying the I. C.A.R.E. principles; converting customers to ambassadors who share their story with others. -- |
| -- | Edited summary from book. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Title Page; Copyright; Foreword; Acknowledgments; Part I: Preshow (Setting the Stage); Chapter One: The Experience Path: Why We Wrote the Book and How to Use It; Why Ambassadors?; Why Disney?; Chapter Two: The "I. C.A.R.E." Principles; Do You Care?; Chapter Three: Five Levels of the Experience: What Level Are You?; What Level Are You On?; Motel "X"; The Staggering Results; Why Are the Levels Important?; Now What?; Part II: Onstage (The Customer Interface); Chapter Four: Principle 1: Impression; Impression 1.1: Engage; Impression 1.2: Intentional; Impression 1.3: Senses |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Impression 1.4: EmotionImpression 1.5: Presentation; Impression 1.6: Professionalism; Impression 1.7: Pristine; Impression 1.8: Pride; Impression 1.9: Likeability; Impression 1.10: Consistency; Chapter Five: Principle 2: Connection; Connection 2.1: Communication; Connection 2.2: Deliberate; Connection 2.3: Personalize; Connection 2.4: Affirmation; Connection 2.5: Knowledge; Connection 2.6: Interaction; Connection 2.7: Respect; Connection 2.8: Trust; Connection 2.9: Relationship; Connection 2.10: Finishing; Chapter Six: Principle 3: Attitude; Attitude 3.1: Idealism; Attitude 3.2: Choice |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Attitude 3.3: DesireAttitude 3.4: Yes; Attitude 3.5: Happiness; Attitude 3.6: Optimism; Attitude 3.7: Expectations; Attitude 3.8: Persistence; Attitude 3.9: Ownership; Attitude 3.10: Illumination; Chapter Seven: Principle 4: Response; Response 4.1: Detail; Response 4.2: Engagement; Response 4.3: Urgency; Response 4.4: Insight; Response 4.5: Empathy; Response 4.6: Process; Response 4.7: Adaptation; Response 4.8: Validation; Response 4.9: Anticipation; Response 4.10: Recovery; Part III: Backstage (The Internal Interface); Chapter Eight: Principle 5: Exceptionals; Exceptionals 5.1: Culture |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Exceptionals 5.2: ExcellenceExceptionals 5.3: Ethos; Exceptionals 5.4: Accountability; Exceptionals 5.5: Teaming; Exceptionals 5.6: Investment; Exceptionals 5.7: Training; Exceptionals 5.8: Development; Exceptionals 5.9: Extraordinary; Exceptionals 5.10: Enjoyment; Chapter Nine: Finale: The One Level Challenge: What about You or Your Company Says, "I. C.A.R.E."?; The Next Level; Leave the World Behind; Index; End User License Agreement |
| 610 20 - SUBJECT ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Walt Disney Company. |
| 610 27 - SUBJECT ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Walt Disney Company. |
| Source of heading or term | fast |
| -- | (OCoLC)fst00622498 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer services. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer relations. |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | BUSINESS & ECONOMICS / Industrial Management |
| Source of heading or term | bisacsh |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | BUSINESS & ECONOMICS / Management |
| Source of heading or term | bisacsh |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | BUSINESS & ECONOMICS / Management Science |
| Source of heading or term | bisacsh |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | BUSINESS & ECONOMICS / Organizational Behavior |
| Source of heading or term | bisacsh |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer relations. |
| Source of heading or term | fast |
| -- | (OCoLC)fst00885533 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer services. |
| Source of heading or term | fast |
| -- | (OCoLC)fst00885545 |
| 655 #4 - INDEX TERM--GENRE/FORM | |
| Genre/form data or focus term | Electronic books. |
| 655 #0 - INDEX TERM--GENRE/FORM | |
| Genre/form data or focus term | Electronic books. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Church, Brian T., |
| Relator term | author. |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY | |
| Display text | Print version: |
| Main entry heading | Loeffler, Bruce. |
| Title | Experience : The 5 Principles of Disney Service and Relationship Excellence |
| International Standard Book Number | 9781119028659 |
| Record control number | (OCoLC)904331870 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="http://onlinelibrary.wiley.com/book/10.1002/9781119153795">http://onlinelibrary.wiley.com/book/10.1002/9781119153795</a> |
| Public note | Wiley Online Library |
| 938 ## - | |
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| -- | EBSCOhost |
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| -- | EBL - Ebook Library |
| -- | EBLB |
| -- | EBL1895949 |
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| -- | Coutts Information Services |
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| 938 ## - | |
| -- | Recorded Books, LLC |
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