Unlock the Magic: 50 Key Strategies to Unlock the Magic In Your Organization from My Years As a Leader At the Walt Disney Company©

The next time you visit a Disney theme park, take note of the guests. Eight out of every ten of them will return. Unlock the Magic highlights the lessons Michael J. Donnelly learned over a decades-long career at the Walt Disney Co. From his first day as a Disney cast member, he had a frontline seat on delivering a customer service experience that turns customers into loyal fans and advocates. Whether he was working as an attractions and guest relations host, hiring new cast members, or leading frontline cast members at different Disney resorts, the author learned key business strategies that differentiate the Disney experience—for customers and employees alike. The greatest leaders in the world—religious, corporate, political, familial, or educational—capture the hearts and minds of their audience through well-crafted and strategic stories. They also develop fresh, new language to communicate with customers and employees in meaningful ways.