Overview

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations.

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The Disney Institute is the professional development and external training arm of The Walt Disney Company. The company showcases the business behind the magic through seminars, workshops, and presentations, as well as programs for professionals from many different industries, including healthcare, aerospace/aviation, government/military, food/beverage, and retail. Theodore Kinni has written, ghostwritten, or edited numerous books, including No Substitute for Victory: Lessons in Strategy and Leadership from General Douglas MacArthur, Achieve Sales Excellence: The 7 Customer Rules for Becoming the New Sales Professional, and Ayn Rand and Business. He has written on several topics including: sales, marketing, customer experience, customer service and retention, personal accountability, leadership, human capital, and manufacturing. His clients include The Walt Disney Company, Booz & Company, Prime Resource Group, LIF Group, and IMPAQ, Inc. His articles and reviews have appeared in a wide variety of business periodicals, including Harvard Management Update and The Conference Board Review. Barry Abrams has narrated and produced audiobooks for a variety of publishers. Since 2012, he has also hosted and produced ESPN's In the Gate podcast. Based in Danbury, Connecticut, he also engineers and calls live webcasts of his son's ice hockey games.

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