Customer – Page 3 – 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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If you really want to change your culture

Positive reinforcement for audience particiption.

i remember when i began using the reference to MLK’s “I have a dream.” vs i have a strategic plan. Nice to see it’s continued to be a valuable insight for our Disney Institute culture.

If you really want to change your culture, you have to really want to change your culture.

At Disney, you can never be rude to a Guest.

Never.

You have to be nice 100% of the time.

Essentially, you can never deviate.

There’s never a time when you can not be nice.

Never.

It’s obsessive.

And it differentiates our brand against other world-class service providers.

Fifteen years ago when our Son was 3, the daycare changed their pickup policy and began requiring parents to remain in the car.

Gone was the daily hug we’d do at the day care door.

And, not only did you wait in your car, but you were expected to not get out.

They placed your child in the car seat and off you go.

i asked a Disney institute colleague about a creative solution. By the way, Joel is gay and i asked him for parenting advice.

Why?

He sees things others will never see.

Joel suggested i drive away, find a safe place, pull over, get out, do our hug, get back in the car and drive home.

Yesterday at High School the almost 18-year old and the almost 59-year-old hugged before getting in the car.

They (we) haven’t missed a day since 2005.

Never.

Obsessive?

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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.

You have to want to change everything

Top sentence.

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.

If you want to stay on this site and read more posts from this Blog, click here.

A huge Customer Service moment

American Airlines Customer Service at Orlando International Airport baggage claim blew me away.

This is a huge wow moment.

A huge Customer Service moment by two American Airlines employees at Baggage claim.

i asked them (above), “Is this an American Airlines thing or are you the only two who do this?”

They said they are the only ones.

What’s special about what they do is the extra effort they demonstrate by placing every passing piece of luggage handle up so customers may easily grab their bag.

WOW!!!!

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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.

The target for all customer service efforts?

Fresh apple — Yesterday’s lunch dessert. Great natural toothbrush too.

Wow.

The target for all customer service efforts?

When something is surprising and delightful.

The contract was executed a day late but I’ll take it. So delightful to check business checking first thing this morning.

Not perfect, but excellent.

Perfect would have been before yesterday.

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