To gain a stronger understanding of the importance of differentiated customer service

To gain a stronger understanding of the importance of differentiated customer service and the value of a well-defined management framework for delivering on your company’s value proposition.
You will read the aforementioned book and individually prepare a 4-page essay (single-spaced, 12pt Arial font) that highlights the key lessons or principles within the books and Disney’s customer service philosophy, and ties them to your personal experience with an existing tourism, hospitality or gaming entertainment business that you have visited. You must demonstrate your ability to identify “moments” or steps in the process of service delivery to a customer, where the experience fell short – and most importantly, what you would do specifically as the manager/CEO to improve the experience.