Category: Brand Loyalty

Dear Ms. Marisol Fitch (reprise)

Disney Management keynote speaker
January 2016.

 

Dear Ms. Marisol Fitch (reprise),

If ever you had an easy business decision to make, and one that would come with literally zero risk yet exponentially long-term positive ripple-effect payoff, it’s this one – may i humbly suggest approving Florida Hospital Winter Garden’s request to build a 100-bed Hospital adjacent to their free-standing Outpatient and Emergency Department facility.

i’ve been their patient. i’ve been their business advisor. And my wife and i have lived in Orlando for 32 years. We plan to die here as well. We are invested and committed in the Horizon West community where we’ve lived, six miles from their site, for 25 of those years.

Florida Hospital doesn’t lead the category – they ARE the category. A category of one.

“The skill to heal. The spirit to care.”

The skill to heal is fundamentally what all hospitals do and technology narrows the gap between competitors.

The spirit to care is where Florida Hospital clearly outdistances all others.

Compassion.

“To extend the healing ministry of Christ.”

If i had a wish for my community, it’s that all living in Horizon West would have the option to experience remarkably compassionate care.

 

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This website is about our MONEY. To ponder posts about our HQ, click here.

 

We changed our questions at Disney, changing everything

Press Ganey questions
Questions.

 

Press Ganey questions
Questions

 

We changed our questions at Disney, changing everything.

The first 15 years working at Disney, we asked questions similar to the ones Press Ganey is asking above.

Somewhere in the middle 1990’s we transformed our thinking as an organization.

We uncovered the four key drivers to Guest Satisfaction and made sure every Cast Member group (Front Desk, Waitress, Life Guard, Merchandise Host, Landscaper, etc) was rated on those four key drivers above everything else.

Four simple questions.

Every Cast Member group was held accountable for excellence in all four Key Drivers.

What if we “aced” lessor Guest Satisfaction Drivers, but failed at mission critical drivers?

Our repeat visitation – our number one business metric – would drop.

Simple as that.

Even a 1% drop would translate to millions (and millions) in lost revenue.

And even a 1% increase would have the opposite (and positive) affect.

PS. Go 5% in either direction. Go 10%.

 

__________

 

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

 

This website is about our career health. To leave this site to read today’s post on my home health website, click here.

 

If McDonald’s copied Apple’s marketing vibe

Insanely clever, understated humor.

Who couldn’t use a smile or decent chuckle at work?

Insight: Apple has a signature (branded) formula for their new product announcements. The director captured that brilliantly.

McDonalds on the other hand, has created an unmistakable brand built on grease and “secret ingredients” covered in bread crumbs.

Two world-recognizable brands.

Two distinctly different emotional connections.

 

 

__________

 

On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.

 

This website is about our career health. To leave this site to read today’s post on my home health website, click here.