As i flew to Vail (through Denver) yesterday, i knew today’s posts would be themed to Walt Disney’s death (and life). And as i prepare to leave the Vail hotel room to deliver an 8:00am Disney Customer Service keynote speech, Walt Disney’s passion and disposition for doing the impossible will fuel the first 90 minutes […]
EXCEED: Serve Like You Mean It. The four blueprints Disney Leaders use to surprise and delight their Guests. • • • • • This website is about our SPIRIT. To enjoy today’s post about our WORK, click here. If you want to stay on this site and read more posts from this Blog, click here.
Only preach what you practice. As opposed to the plain-vanilla “only practice what you preach”. See the transformational difference? The Disney Compass, what i affectionately call the “360 Analysis”, helps me to constantly deliver small, delightful surprises. Needs. Wants. Stereotypes. Emotions. Repurpose N, W, S, and E. • • • • • […]
Did you know that: 99.9% of front-line employees have no idea what a customer service bullseye is, let alone be able to hit it every time. Going the extra mile is a hopelessly flawed proposition? Focusing on customer satisfaction is dangerous? Imagine if you could: Equip every employee at every level with a battle cry […]
Sustainable customer trust? Today’s posts were inspired by this one. (the repetition in today’s posts is intentional and by design, to illustrate why it’s important, and why it’s challenging – people do not like seeing the same thing over and over – one of your first organizational hurdles is solving for this) Most […]