Rating: 
Summary: Excellent principles described in simple to read and learn
Review: A must read book for any employee who wants to make a difference. Must read and then visit Disney to really obtain the full value of the book.
Rating:
Summary: A Management Seminar at Walt Disney World
Review: A number of years ago, I had the pleasure of leading a group of our clients to do a site visit at Walt Disney World to study the best practices employed there. During that session, I was struck that people who had been at Disney World as customers many times had failed to appreciate the management lessons of how the results are achieved. This wonderful book gives you an experience very similar to the one that my clients and I had on this visit. You will find out about the incredible attention to detail that provides the potential for a flawless customer experience, the fabulous underground city beneath the Magic Kingdom, the remarkable recruitment and training methods used to produce the show with such a fine cast, and the principles of personal responsibility that make it all work. All of this is summarized into 7 simple lessons that you will have an easy time remembering. Each is rooted in Disney examples that will stick with you, making good hooks for remembering the principles. But this is not just another In Praise of Disney book. The author spends considerable time taking the principles and suggesting how they should be applied in other kinds of businesses, both large and small. This is done both through having 5 executives taking the tour, each from their own perspective, but also by providing some guidance at the end about how to use the lessons. The format of the book is somewhere between management fable and analyzed case study. Since it is neither and both, you will probably find this to be pleasant reading. I know I did. Enjoy and apply! Then give yourself a trip to Disney World to do advanced study as a reward! Disney offers many seminars and educational opportunities to extend the lessons offered in this book. How to sign up for these is outlined in the book
Rating:
Summary: Information is useless unless it's applied - Apply it today!
Review: After I read this book, I bought copies for my Leadership Team. When had all completed the book, we went to Disneyland and searched for the seven secrets. We wrapped up the day by discussing how the principles of book related to our business - a golf course. This book and it's teachings helped mold our newly formed team. It can do the same for yours - if you have enough courage to think outside the box and reach outside your comfort zone.
Rating:
Summary: A must read for anyone in customer service!!!!
Review: Although a fictional story Inside the Magic Kingdom provides an excellent insight as to what makes Disney the most magical place on earth. Customer service at its finest.
Rating:
Summary: Excellent introduction to leadership
Review: An excellent book, simple to read in a weekend but with lots of powerful messages. The use of symbols and stories is a powerful way to get a message across. I was so impressed by the content that I booked a seminar @ the Disney Insitute. And yes it was worthwhile. The book is now doing the rounds of the office
Rating:
Summary: I've already set "The Spirit of Disney" to work in my office
Review: As a Disney World fan, with a job in Senior Management back home, I read this book with great interest. It's easy to read but not simple. The ideas are mind opening. I really want to help other managers I work with to get Disney'd! I can't wait for the results. I already started with the "Spirit of Disney" when I put balloons and streamers up in the office for one of my girls who was having a 21st birthday. The look on her face was worth the effort - so was the buzz on the rest of the sales floor when I handed out cake. We all enjoyed our afternoon and it was genuinely meant. However,I suggest you keep from getting too carried away with some of the management suggestions in this book by also reading "Mouse Tales" by David Koenig. The things those staff get up to when they are being human and not "Cast members"!
Rating:
Summary: inspirational, insightful
Review: As a seasoned executive (40+ years as top manager, VP, & CEO) I expected the book to be merely entertaining. Instead I found a riveting story that provided some new insights into meaningful quality customer service and a message compelling enough to buy multiple copies to distribute to our senior executives.
Rating:
Summary: Must for all retailers beleiving in delivering experience.
Review: As CEO of a retail chain in India I found the book very interesting as we also beleive in delivering experience to our customers and the efforts and details to which Disney probably goes is commendable.I wish all customer interfacing businesses are able to adopt and practice whats mentioned in the book.
Rating:
Summary: The ROI of "Magic"
Review: Connellan creates a fictional situation in which five executives (previously strangers) meet for several days of discussion at Disney World under the supervision of "Mort Vandeleur" (whom none of them had previously known) to learn why 70% of Magic Kingdom guests are return visitors. Vandeleur is a former cast member of both Disneyland and Disney World who now earns his living as a consultant to other companies to improve their customer relationships. Do not ignore the importance of the phrase "cast member" and the word "guest" because both are essential to understanding two of the primary reasons for the success of all of Disney's Magic Kingdoms: the role of each Disney employee, and, how each visitor is treated by all employees. Indeed, both are essential to creating and then sustaining the "magic" of those communities. By design, the five executives are significantly different in terms of their previous business experiences, expectations upon arrival, personalities, initial reactions to Vandeleur, and (most importantly) the process of learning throughout interaction with him, each other, and various guests as well as cast members. It would be a disservice both to Connellan and to the reader to reveal the seven "Lessons" which each of the five learns. However, I do want to note that Connellan (unlike Vandeleur) has never worked for Disney in any capacity. Also, that he assumes full responsibility for the book he has written, presumably written with the knowledge but not with the necessary approval of Disney. Also, that each of the "Gang of Five" is fictitious, as are all cast members identified by name except Michael Eisner, Dick Nunis, and Judson Green. Finally, that Connellan includes several of his own ideas about creating magic, such as Lesson 7: "Xvxryonx makxs a diffxrxncx." As indicated in his previous books and articles, Connellan has a great deal of value to say about how to provide consistently superior customer service. What I found especially beneficial in this book is Connellan's emphasis on the importance of collaboration throughout any organization to provide such service. I am reminded of a scene near the end of the film Spartacus when the victorious Roman general (played by Olivier) and his slavemaster (played by Ustinov) make their way among the defeated gladiators looking for their leader or someone who will identify his body. Finally, one by one, the gladiators stand and each asserts "I am Spartacus!" Each cast member, in a sense, IS the Magic Kingdom. (How many of those in your own organization feel the same pride and passion?) My point is that, yes, Connellan examines superior customer service at Disney World and does so quite well but he also provides excellent insights into the total dependence of such service (there and elsewhere) on those who feel privileged (key word) to provide it. Most will find this an "easy read" so I conclude with a word of caution: The situation may be fictitious and, on occasion, developments may seem contrived but stay with the narrative to its conclusion. The lessons learned can help to guide and inform the transformation any organization into a Magic Kingdom.
Rating:
Summary: Refreshing Honesty and Commitment to the Customer!
Review: Connellan's straightforward style has again left me with some very deep insights unencumbered by the gobbly-gook of many management and customer service titles of late. The message is a powerful one. You don't have a right to your customers - you must win them everyday. Connellan delivers a good smack in the face to those of us who think we're already dedicated to our customers. Have we REALLY gone the extra mile or do we just like to pat ourselves on the back?! Thanks Tom.
| 
