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Disney Customer Service book

Use your Disney Compass to enhance everything you do

Disney Innovation Speakers
Channel your inner Ohana.

Use your Disney Compass to enhance everything you do.

Two nights ago at Tijuana Flats, you had an opportunity to go the extra inch – to do just a little bit more than expected.

When self-initiated you exceed people’s expectations.

This post is a reminder that your goal is to practice in bite-sized chunks so that over time being intention with the extra inch is a habit – one that you can’t imagine not doing and one that you are no longer consciously aware you’re doing.

It just happens, it’s easy, and without knowing, good karma follows you.

Instead of answering questions as you were asked, you can anticipate typical questions in a first-time introduction and added the logical details that someone who doesn’t know you would find, logically, good to know.

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Disney Customer Service book

Disney’s demographics vs psychographics

damaged UPS box
The good news is nothing was damaged or lost. Two boxes from Dallas arrived yesterday. This one had my business clothes. The other box, three times heavier, had the classroom learning materials.

 

damaged UPS box
How? Why? What if?

 

*Disney’s* demographics vs psychographics apply to anyone and anything.

This is a mind-blowing and game-changing concept because i’ve never seen anyone but Disney (in my 30 years there) focus on psychographics.

Focusing on psychographics is uncomfortable for people and organizations because they’ve never been exposed to it.

When we’re uncomfortable, we generally shy away – ignore.

Don’t.

Recap…

Demographics = customer needs

Psychographics = customer’s unidentified wants, unidentified positive and negative stereotypes, unidentified positive and negative emotions.

Knowing your customer’s psychographics give you countless ways to exceed their expectations.

Wow!

First sentence in this post…replace *Disney’s* with *world-class organization’s*.

 

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Dear Son

Transformational Catalyst tools

Disney Compass
A classroom and organizational development tool.

 

Transformational Catalyst tools.

A 360-degree analysis.

North, West, South, East.

Needs, Wants, Stereotypes, Emotions.

A whopping 99.9% of people and organizations only focus on Needs.

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