The Disney Institute with Theodore Kinni Books
The Disney Institute is the professional development and training arm of The Walt Disney Company, specializing in leadership, service, and employee engagement. Theodore Kinni is a business writer and editor who has authored and coauthored more than 20 business books.
Known for: Be Our Guest: Perfecting the Art of Customer Service
Books by The Disney Institute with Theodore Kinni
Be Our Guest: Perfecting the Art of Customer Service
Be Our Guest reveals how Disney’s legendary customer service principles can be applied to any organization. Drawing from the Disney Institute’s training programs, the book explains how to create a culture of excellence, design memorable experiences, and build customer loyalty through attention to detail and storytelling.
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Understanding the Disney Approach to Service Excellence
Every great service organization begins with a clear definition of whom it serves. At Disney, we don’t have customers—we have guests. That language shift carries profound implications. A customer expects a transaction; a guest receives a welcome. This distinction drives everything we do, from the wa...
From Be Our Guest: Perfecting the Art of Customer Service
Building a Culture of Consistent Service Excellence
Our service culture begins at the top but lives at every level. Leaders at Disney are not just managers—they are role models and stewards of our service traditions. We talk about ‘walking the park’ as both literal and symbolic; leaders must be visible, engaged, and willing to connect with cast membe...
From Be Our Guest: Perfecting the Art of Customer Service
About The Disney Institute with Theodore Kinni
The Disney Institute is the professional development and training arm of The Walt Disney Company, specializing in leadership, service, and employee engagement. Theodore Kinni is a business writer and editor who has authored and coauthored more than 20 business books.
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The Disney Institute is the professional development and training arm of The Walt Disney Company, specializing in leadership, service, and employee engagement. Theodore Kinni is a business writer and editor who has authored and coauthored more than 20 business books.
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