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Foreword to the Third Edition
by John Christensen ix Preface to the Third Edition xi Chapter 1 Walt's Way 1 Dream Chapter 2 Make Everyone's Dreams Come True 15 Believe Chapter 3 You Better Believe It 31 Chapter 4 Never a Customer, Always a Guest 53 Chapter 5 All for One and One for All 75 Chapter 6 Share the Spotlight 101 Dare Chapter 7 Dare to Dare 125 Do Chapter 8 Practice, Practice, Practice 143 Chapter 9 Make Your Elephant Fly-Plan 163 Chapter 10 Capture the Magic with Storyboards 179 Chapter 11 Give Details Top Billing 203 Chapter 12 Love: The Real Pixie Dust 215 Putting It Together Chapter 13 Ottawa County, Michigan: Disney's Success Credo Transforms County Government 233 Chapter 14 Producing a Customer-Centric Culture: An Implementation Strategy 253 Epilogue. The Magic Continues 263 Acknowledgments 271 Index 275 About the Authors 287 |
Lynn Jackson
Bill Capodagli