Michael Eisner and the late Frank Wells actually initially described their ambitious plans for the “Disney Decade” as a dream.
In the introduction to the Walt Disney Company’s 1990 employee annual report (which — appropriately enough — was entitled “Building a Dream Together”), Eisner and Wells said that they’d …
“… been doing a lot of dreaming lately. And we’ve given the dream a name. It’s called the ‘Disney Decade.’
The Disney Decade is about a dream, and it’s about us. The plans are incredibly exciting and will touch every aspect of this Company … New hotels, new attractions and a new theme park at Walt Disney World. The biggest expansion of Disneyland in its history.
Some might think that we’re overly ambitious. We don’t think so … We’re confident about achieving the mission we’ve set for the next ten years. After all, people the world over expect Disney to dream, and dream big.
If the Disney dream, in its sheer size and scope, takes your breath away, we want you to know it does the same for us. But we’re certain that there are still plenty more dreams to go around. Just wait until … ten years from now … when we’ll be talking about Mickey’s Millennium!”
Hat tip to Jim Hill Media’s 2005 article for a detailed look back.
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So much behind the scenes (backstage) knowledge, expertise, and experience. Literally peerless. Why? Because for 15 of my 30 years, through Disney Institute, i roamed nearly every square inch of Disney property as part of my full-time role.
Jeff’s depth and breadth of Disney’s Business Secrets are simply the best in the world, honed from 30 years on the inside. No one works harder, thinks deeper, cares more, or reaches higher at Disney – this earned Jeff both of the Walt Disney Lifetime Achievement awards. Jeff’s unique speaking style is thought-provoking, entertaining, and insightful – the result of inspiring 2,000 organizations and over one-million leaders.
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Everything a Customer Service architecture is built for revolves around a simple and profound outcome – creating an emotional connection with every customer interaction.
Sounds impossible.
Right?
Bad news, it’s not impossible.
That’s why so few organizations are world famous for customer service.
And just as important is treating employees as customers – because they are.
To move from where you are now to world-class will require you to change everything.
To better understand how legitimate this concept is, imagine a personal example: moving from being inactive and merely surviving to becoming active and vibrant; literally a pillar of health and wellness.
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This website is about our WORK. To ponder today’s post about our HQ, click here.
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