Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honour of the 10th anniversary of the original BE OUR GUEST, Disney Institute is revealing even more of the business behind the magic of customer service. In this updated edition, BE OUR GUEST highlights the successes many of these companies have achieved, plus key processes and best practices that have made Disney a trusted and revered brand around the world for more than 85 years.