"In Delivering the WOW, Fain shows how a strong and forward-looking culture united people around a mission, delighted guests, and unlocked extraordinary performance--including increasing the company's profitability, guest capacity, and employee base more than thirtyfold. The book weaves principles for building culture with unforgettable behind-the-scenes stories to bring his lessons and experiences to life. Fain takes readers inside tough decisions during high-stakes crises--including the COVID shutdown--that helped rally 100,000 employees to beat the odds and unify the company like never before. He also candidly recounts mistakes he made along the way."--from dust jacket
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