The Experience

"The Experience" offers insider guidance on achieving Disney-level customer service by applying the I.C.A.R.E. model—Impression, Connection, Attitude, Response, and Exceptionals. Co-authored by Bruce Loeffler, a Disney veteran, and Brian T. Church, the book provides a practical framework to identify, assess, and elevate an organization’s customer experience. It explores how implementing these principles can transform customers into ambassadors and create a memorable, value-driven service environment.