Walt Disney World is the most recognized company in the world for service excellence. The book will combine the authors experience overseeing and creating training to improve service in Disney parks. Readers will learn the five principles of the I CARE model (Impressions, Connections, Attitudes, Responses, and Exceptionals) and the Experience Quotient. In reading The Experience the reader will learn to: Identify service problems that face every company in the marketplace. Identify the experience and what it means to your company, Understand what makes up the 5 levels of the experience and why most people and companies fail at it, Be challenged to raise your organizations level of the experience by utilizing the experience quotient and applying the I CARE principles, and
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Kevin Young is the author of a books nonfiction and several books of poetry, including Blue Laws, which was long-listed for the National Book Award. He is the director of the Schomburg Center for Research in Black Culture in Harlem.