Disney Brand Loyalty Book – Page 31 – Disney Brand Loyalty Keynote Speaker

Try your best to see it through them

Could be the replacement photo for the podcast start… Time will tell.

Try your best to see your product or service through the eyes of the customer.

Be present, if you can, the same way you would be present for your child if they had a big problem – like losing their beloved teddy bear.

To you it’s just a plush toy that can be replaced for a few dollars. For them it’s their very best friend in the whole world.

Reflecting on this has me wondering if i am truly present to see my client’s biggest challenges through my client’s eyes.

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Make dramatic leaps

Snapped this yesterday to reply to a text.

Directly overhead. Yesterday near Magic Kingdom toll plaza.

Make dramatic leaps in Guest Service has long been a personal Disney mantra.

When a crazy idea is followed by an immediate comment of, “that will never work”, you have just witnessed the seed of a dramatic leap being planted.
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Lead like you mean it

More views from Grinnell Glacier trail.

Lead like you mean it.

When people ask what it was like to work at Disney (1982-2014), the response is always, “It depends on who your leader was.”

In the final decade serving at Disney, there was enough earned wisdom to thrive whether leadership was good, very good, or excellent.

Inexperience leads many to believe they have to accept their fate if they work for a good or very good leader instead of an excellent leader.

At Disney we say, good and very good aren’t good enough.

Learned to focus passion, art, energy, and purpose on being the best partner for our team, the best facilitator for our participants, and in doing those two exceptionally well, the business result (rebooking/recommending) took care of itself.

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How to .think .differently about friendly

Issues are not what TED wants. TED wants ideas.

How to .think .differently about friendly,

There are two kinds of friendly:

Passively friendly

Assertively friendly

In passively friendly, an employee is friendly when the customer initiates contact.

In assertively friendly, the employee initiates friendly without the customer even knowing the employee is present.

Talk about the game changing power of going the extra inch.

The employee will answer the customer question anyway, so why not ask the question instead of waiting for the question?

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Emotion trumps everything

Consistently exceeding Guest (and Cast) expectations is the key to creating a deep, unbreakable emotional connection.

Disney has been named the most “intimate” brand among consumers in MBLM’s Brand Intimacy 2019 Study, moving up four spots from 2018. The annual study is a comprehensive ranking of brands based on emotion.

Earlier this year, The Walt Disney Company was named among the “World’s Most Admired Companies,” ranking No. 4 on Fortune’s annual survey of corporate reputation. Disney also recently earned high marks on Forbes’ list of the World’s Best Employers for 2018, placing fourth, and topped Forbes’ list of the World’s Best Regarded Companies for 2018.

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