Disney Brand Loyalty Book – Page 41 – Disney Brand Loyalty Keynote Speaker

How important is your contribution?

Ever heard of the concept of purpose versus task?

How important is your contribution?

Are you trained to meet customer expectations?

Or are you trained to exceed them?

Doing your task (your job) well is designed to meet expectations.

Doing more than your task (more than your job) is designed to exceed expectations.

A remarkably small tweak in the culture that has magnified Disney as the world’s greatest customer service organization.

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You’d never believe backstage Disney looks so unmagical

Backstage is clean, functional, and efficient.

You’d never believe backstage Disney looks so unmagical.

Disney backstage areas are clean, functional and efficient, but they will never win any awards for being Magical.

Why?

Roy Disney said, “Only spend money on things the camera can see.”

What is the camera?

Our Guests’ eyes.

If our Guests can’t see it, we don’t spend money on it.

Think about your garage, attic, and closets.

Now compare them to your living room, kitchen, and front door area.

You are naturally applying the same concept.

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Leadership 101

Leadership 101.

Have convictions.

Be open to new perspectives.

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Staying creative means never getting bored with the basics

Two of the 30+ years worth of Disney Name Tags. Photo: Avalanche Lake in Glacier National Park a couple weeks ago.

Stay flexible and strong, and of course, stay creative.

Staying creative for a lifetime means never getting bored with the basics.

Have strong beliefs.

Be flexible.

Ask others for help.

And test things, take risks – launch, learn, revise, repeat.

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Wisdom comes from experience

Frequent travel allows you to learn not to panic when connection times are brief.

Wisdom comes from experience.

Experience comes from making mistakes.

Don’t waste mistakes on the opportunity to beat yourself up and feel bad.

Revel in your errors.

Thank them for what they can teach you.

Emotional connections can be positive or negative.

When it comes to mistakes, the choice is obvious.

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