Disney Brand Loyalty Keynote Speaker
Five daily blogs about life's 5 big choices on five different sites.
Disney Institute Customer Summit 2018 recap.
Great opportunity to learn from the best in the world.
If you’re not learning from the best in the world, how far away from best-in-the-world or how close to best-in-the-world are you?
Does it feel right to you?
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This website is about our WORK. To ponder today’s post about our HQ, click here.
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My Disney speeches cover things in a way you’ve never been taught in school or at work.
Disney Customer Service, for example, has a harsh reality, an astonishing paradox, and just three world-class building blocks.
This is different from anything you’ve ever heard of, been exposed to, or ever considered a possibility.
What then?
Habits.
Vision.
So what?
Imagine one year from now what your personal delivery of Customer Service could look like.
What habits would need to be stopped, started, or improved?
Can you envision being significantly better at customer service while actually reducing your efforts to make people happy?
Note: This is a classic, real-life example of working smarter, not harder.
Now that you’ve heard my Disney Customer Service keynote, what will you begin to do (or stop doing) within the next 72 hours?
What promise will you make to yourself?
You still dream big and make noble promises, right?
Whew.
Good.
For a minute there i was worried.
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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.
No matter who you are, where you work, or what you do, customers worldwide have the same expectations:
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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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.
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.
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.