Be Our Guest: Perfecting the Art of Customer Service

The Disney Institute's book on how Disney designs customer experience — a careful account of an operation that has been obsessed with the details of user experience for longer than most of its readers have been alive. The book can read as corporate hagiography in places, but the operational substance underneath is real: the specific mechanisms Disney uses to produce consistent guest experience at massive scale — training, standards, cross-utility, the relationship between onstage and backstage. For product direction the transfer is direct — any product that touches customers at scale is solving a version of Disney's problem, and most do it worse because they have thought about it less carefully. Read critically but read it.