Disney U, Doug Lipp (McGraw-Hill Education, 2013)
Another book Beck recommends is Disney U. Author Doug Lipp talks about customer service from a Disney perspective, and how everything is a system, says Beck. “If you think about Disney, from when you walk through the front gates and how they funnel you in so you're looking down Main Street, at the castle ... Everything is done intentionally by design.”
It’s a lesson about systems that tech people, who “think everything is unique,” can learn from, he says. Disney’s system is about human interaction, and “what could be more unique than human interaction? It just showed that, yes, anything can become a system if you put some thought around it.”
Image: Courtesy of Amazon
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