Disney – Page 70 – 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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Travel down this Disney Rabbit Hole

Disney Institute Customer Service Summit yesterday at Disneyland.

Disney Institute is a world-recognized leader in professional development.

Travel down this Disney Rabbit Hole: 79 Disney insights supposedly gleaned from Cast Members.

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Service, disney, questions, Glacier, outfitters

Never gets old.

Innovation and risk taking are siblings.

The weather was perfect for a brief 45-minute visit.

In three hours, two small business owners in Glacier National Park are calling me so i can review the Customer Service architecture.

They’ve been so kind and generous with me as i planned the first of five Summer writing retreats to Glacier National Park.

Here’s a copy & paste text message i sent last night….

If u have time before 7am, give a little thought to:

Your definition (the goal) of customer service

Scale 1-10 (10 High) how important is customer satisfaction

What are some positive stereotypes of your industry (outdoor equipment rentals)…what are some negative ones

What are some of the emotions your various customers exhibit in a typical

If an employee needs to make a decision affecting a customer – when they don’t have time to ask your opinion, how do they decide what’s best

Sleep well.

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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.

Dan Cockerell is retiring from Disney at age 49

Disney Keynote Speakers — Dan Cockerell announced yesterday (April 25) he’s retiring from Disney May 11.

The world just got a lucky break.

i knew it was coming, but never dreamed it would be in 2018.

So excited for Dan and his family – and his future clients.

He is an amazing resource for any organization dreaming of a brighter future.

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This website is about our WORK. To ponder today’s post about our HQ, click here.

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Leadership and Guestology

Screen shot on iPhone of Glacier National Park webcam photo yesterday. Pictured above is from East Glacier visitor’s center, looking West.

Glacier National Park webcam photo yesterday. Lake McDonald is 10 miles long. Pictured above is the view from Apgar looking Northeast.

Possible bike ride on first 2018 trip to Glacier National Park. Note lower right, Apgar Village Inn is HQ for the first couple days.

Being out in front, questioning, asking, telling, wondering, trying, failing, starting over, relentlessly striving, pushing, pulling, challenging, never satisfied.

These are all attributes of the heretical leader we all need, and hate, most.

Dear Executive, i expect you’ll take the next 10 days to be an investment or an expense. i need a decision by April 30.

Note: Yesterday’s email request for a decision gives us 10 days to finally agree on details and commit or walk away. We’ve been talking about this for nearly a year.

PS. If customer data is called demographics, the other opportunity leaders have is Guestology, which is the study of customer psychographics.

Needs, wants, stereotypes, emotions.

Most businesses only focus on needs.

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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.