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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In 1996 at Walt Disney World, we began celebrating our 25th anniversary.
Tom Elrod, our Marketing VP, announced that our new nametags would include our hometown.
Why?
To increase Guest to Cast interaction.
“Where’s Spring Grove? Is that near Pittsburgh?”
“No.”
And at this point, it doesn’t matter.
What mattered was that a conversation had begun.
Hometowns became an icebreaker.
This was all done by design.
Note: The risk was in the breaking from 41 years of nametag tradition. It was one of the simplest and best ideas we ever implemented. As an unforeseen benefit, hometowns also increased Cast to Cast interaction.
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This website is about our WORK. To ponder today’s post about our HQ, click here.
If you want to stay on this site and read more posts from this Blog, click here.
Any leader and any organization, in any industry, can architect world-class brand loyaty using systems and processes they control. World-Class Brand Loyalty is not reserved for special organizations that have secrets others don’t and never will have. Exceptional loyalty is built with three fundamental blueprints. Jeff’s Disney Keynote will be interactive, fun, thought-provoking, and comes with a personal challenge for every participant.
Your reputation is your brand. It’s the first thing your customer (or employee) thinks of when they hear or see your name. Customers (and employees) rate products and services as:
Remarkable
Okay
Bad
Being ‘okay’ (satisfied) is dangerous – to your reputation and to your growth and bottom line. Brand reputation drives long-term profit more than everything else combined.
Loyalty comes from a promise your customer believes you’ve made to them. Jeff shares how a great customer promise creates lifelong emotional connections. Emotion trumps everything and yields your organization’s competitive advantage.
Delivering your promise at every customer touchpoint is key to creating strong, healthy emotional connections. You will discover what Jeff calls “seemingly insignificant” acts of kindness as the essential DNA for world-class loyalty.
Expect to be wowed. Expect to have fun. Expect to be enlightened. Expect to be put to task. You deserve it. C-ya real soon.
BIO:
Jeff Noel is a 30-year Walt Disney World Leadership veteran, two-time Disney Lifetime Achievement Award recipient, a published author, and highly-sought business advisor, helping Fortune 500 companies worldwide achieve greater success through a series of programs focusing on Jeff’s unique approach and architecture for World-Class Organizational Vibrancy. He has spent his life deconstructing and then reconstructed Disney’s DNA into clear, concise, and compelling business insights. Jeff not only helps you see remarkable opportunity, but he also engages you in wonderfully participatory ways so you actually “feel” his context-neutral insights – it’s the “feeling” of these insights (and the simple architecture) that will motivate, excite, and inspire you to create a future that’s better than now. Much better.
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This website is about our WORK. To ponder today’s post about our HQ, click here.
If you want to stay on this site and read more posts from this Blog, click here.
A spoon full of sugar helps the medicine go down…getting set before 400 Guests arrive to hear how we architect our massive organization for world-class customer service.
Walt Disney said, “What we do is serious business, but we should never take ourselves too seriously.”
Check.
Mate.
Yesterday.
PS. Disney Keynote Speakers should be fun (and engaging). The two are not mutually exclusive.
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This website is about our WORK. To ponder today’s post about our HQ, click here.
If you want to stay on this site and read more posts from this Blog, click here.
