Disney Brand Loyalty Book – Page 43 – Disney Brand Loyalty Keynote Speaker

Disney’s Four key drivers for exceeding Guest expectations

Drury Inn lobby business center. Plus time to spare.

Ample time to do stuff i would never have time to do…google “disney keynote speaker”.

Well, look at that.

Disney Keynote Speakers

Disney Institute Keynote Speakers – videos tab. You won’t find me. Period.

But on “Disney Institute Speakers” images pages, my photos totally dominate. How and why? No clue.

Another page dominated by my photos. Still a mystery.

Disney Institute Keynote Speakers – on Google’s front page, but not the first one. After the ads, i’m second. Not bad.

No matter who you are, where you work, or what you do, customers worldwide have the same expectations:

Make me feel special – go the extra inch for me to exceed my expectations in surprising and delightful ways
Give me individualized attention – treat every Customer like a VIP – a Very Individual Person
Respect me and my Family – use common courtesy (which isn’t too common), demonstrate respect, fuss over children
Be knowledgeable about your products and services – have all the answers to my questions and if you don’t know, find out or direct me where to get it

There are far too many things we can focus on.

Without understanding the top, key drivers for Customer excellence, every effort is being directed at the wrong target.

Can you fathom?

This is exactly why organizational vibrancy eludes all but the most intentionally-architected customer-centric cultures.

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Travel down this Disney Rabbit Hole

Disney Institute Customer Service Summit yesterday at Disneyland.

Disney Institute is a world-recognized leader in professional development.

Travel down this Disney Rabbit Hole: 79 Disney insights supposedly gleaned from Cast Members.

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Service, disney, questions, Glacier, outfitters

Never gets old.

Innovation and risk taking are siblings.

The weather was perfect for a brief 45-minute visit.

In three hours, two small business owners in Glacier National Park are calling me so i can review the Customer Service architecture.

They’ve been so kind and generous with me as i planned the first of five Summer writing retreats to Glacier National Park.

Here’s a copy & paste text message i sent last night….

If u have time before 7am, give a little thought to:

Your definition (the goal) of customer service

Scale 1-10 (10 High) how important is customer satisfaction

What are some positive stereotypes of your industry (outdoor equipment rentals)…what are some negative ones

What are some of the emotions your various customers exhibit in a typical

If an employee needs to make a decision affecting a customer – when they don’t have time to ask your opinion, how do they decide what’s best

Sleep well.

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If you are not in a position to do the same, you’re stuck

This is what writer’s flood looks like.

The following message is a copy and paste of an email exchange yesterday with someone seeking my time and advice. The famous Company is asking for a very detailed six-month proposal to elevate their company to world-class status without peer.

Here’s the email i wrote…

Ok, couple things…and all of this is my personal opinion from a lifetime at Disney and nearly a decade as a business owner.

Yes, we’ll figure out a call for Tomorrow or Tues …before 9am will be best…tomorrow 830am-9am? Time may need flex a little on either side.

Rereading your first msg, they’re asking you for a consulting proposal – for free!

Be careful…..Not a fan of this. And i’d probably only do it verbally, or if in writing, very high level, intentionally leaving out all the how-to’s.

That said, they are in a position to walk away from you because of who they are.

As an entrepreneur, i do not operate under any textbook theory – none.

Everything is negotiable.

Additionally, you will NEVER have enough leadership authority if you’re not willing and able to walk away.

If they want you, they’ll figure out how to get and retain you.

To go any further with this, we should talk. Words on a screen are tricky without tone, and banter.

Be amazed and be amazing.

PS. What do you want in your next 10 years? Does this position help you or does it protect you from something bigger that might not work?

During our call, i suggested the applicant ask the famous company, “What have you tried so far and why hasn’t it worked?”

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Managerial, Technical, and Behavioral

Worked on details yesterday where this information is helpful.

Five trips to Glacier National Park this Summer.

The first and last trips are at risk of happening when services aren’t open yet or after they have closed for the season.

Every leader’s three-legged stool must focus on Cast, Guest, Business in a balanced way.

The other three-legged stool is managerial, technical, and behavioral.

Manage your resources of time, talent, and money.

Become technically proficient in every aspect of your professional role.

Intentionally demonstrate great leadership behaviors – everything speaks.

Yesterday i focused on managing the details of time.

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