In the previous post, Employee Engagement and “Creating Magic,” I discussed Lee Cockerell’s book, Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney.  Mr. Cockerell is a former Executive Vice President, Operations, Walt Disney World Resort and in this book he conveys the most important leadership lessons he learned during his sixteen years at Disney and prior tenure at Hilton and Marriott.   I discovered that Mr. Cockerell had written a second book entitled, The Customer Rules: The 39 Essential Rules for Delivering Sensational Service to target not only leaders but everyone directly involved in customer service. [...]