{"title":"Bruce Loeffler","description":"\u003cp\u003eBruce Loeffler is an admired author specialising in \u003cem\u003eBusiness \u0026amp; Entrepreneurship\u003c\/em\u003e, known for his insightful exploration into organisational excellence and customer service. With a robust background in hospitality and a passion for elevating experiences, Bruce brings a unique perspective to his writings.\u003c\/p\u003e\n\n\u003cp\u003eHis acclaimed book, \u003cem\u003eThe Experience\u003c\/em\u003e, co-authored with Brian T. Church, takes readers on a journey through the mechanics of exceptional customer service. Drawing from his experience with renowned companies like Disney, Loeffler demonstrates how attention to detail and a customer-centric approach can transform businesses.\u003c\/p\u003e\n\n\u003cp\u003eWhether you're a business leader, entrepreneur, or simply interested in enhancing customer interactions, Bruce Loeffler's work offers valuable guidance and practical strategies. His books are an invaluable addition to any business library, ideal for those seeking to understand and implement superior customer service methodologies.\u003c\/p\u003e","products":[{"product_id":"the-experience-by-bruce-loeffler-9781119028659","title":"The Experience","description":"\u003cdiv class=\"book-description\"\u003e\n\u003cp\u003e\u003cb\u003eBring Disney-level customer experience to your organisation with insider guidance.\u003c\/b\u003e\u003c\/p\u003e\n\n\u003cp\u003e\u003ci\u003eThe Experience\u003c\/i\u003e is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience — the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book to show you how to bring that same level of care and value to your own organisation.\u003c\/p\u003e\n\n\u003cp\u003eBased on the I.C.A.R.E. model, the five principles — Impression, Connection, Attitude, Response, and Exceptionals — provide 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.\u003c\/p\u003e\n\n\u003cp\u003eThe Walt Disney Company is the most recognised name in the world for customer service. The \"Disney Experience\" draws customers from all around the world. This book describes what it takes to achieve that level of Experience, and how any organisation can accomplish it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers into ambassadors who will share their Experience with others.\u003c\/p\u003e\n\n\u003cul\u003e\n  \u003cli\u003eFind \"the experience\" and what it means to the organisation.\u003c\/li\u003e\n  \u003cli\u003eLearn the five levels of experience, and why most companies fail at it.\u003c\/li\u003e\n  \u003cli\u003eIdentify service problems that face every company in the marketplace.\u003c\/li\u003e\n  \u003cli\u003eUtilise the Experience Quotient and apply the I.C.A.R.E. principles.\u003c\/li\u003e\n  \u003cli\u003eLearn how to convert customers into ambassadors who share their story with others.\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003cp\u003eCustomers are the lifeblood of business. A great product offering isn't enough in today's marketplace, where everyone's looking for an \"experience.” Imagine the kind of value a Disney-level customer experience could bring to your organisation. \u003ci\u003eThe Experience\u003c\/i\u003e is a guide to getting there, from an insider's perspective.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"Unknown","offers":[{"title":"Default Title","offer_id":46854992101612,"sku":"9781119028659","price":52.99,"currency_code":"NZD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0705\/7784\/8556\/files\/10da3311336677cb1ac23b3518a3e0ce.jpg?v=1759262930"}],"url":"https:\/\/bookhero.pro\/collections\/bruce-loeffler.oembed","provider":"Book Hero","version":"1.0","type":"link"}