Could you use a world-class Disney Brand Loyalty resource this year?
Why did i ask you the first three questions?
Because if you understand what someone is doing to make that emotional connection with you, there’s a 100% chance your company cannot figure out how to scale that same feeling for all your customers (and employees).
Ps. Employees are customers too.
Pss. Do you know how to ‘process map’ your customer (and employee) experience?
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This website is about our WORK. To ponder today’s post about our HOME, click here.
Doing the five “justs” below is what led me to this place.
Five ‘justs’ (reprise):
Just lead (Leaders)
Just engage (Employees)
Just serve (Customers)
Just love (Loyalty)
Just improve (Creativity)
Note: The (words in parentheses) are the five Disney Institute classes i taught. Years ago i renamed them as the word just before (the word in parentheses): lead, engage, serve, love, improve.
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This website is about our WORK. To ponder today’s post about our HOME, click here.
Mt Oberlin, my favorite summit because of its ease to access and ease to summit. Photo: Taken from Granite Park Chalet, miles away. Was struck by the constant cloud movement. The clouds moved from right to left but never disappeared. Guessing a Westerly moving cloud system was colliding with an Easterly moving air stream.
Focus and discipline are legendary leadership superpowers.
dad
Reputation:
Process Mapping: Need a small (2-4) “Emotional Connection” team with an accountability leader. Brainstorm customer touch points, pick one, compare two lists—meets & exceeds expectations, try something. Launch, learn, revise. Repeat.
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This website is about our WORK. To ponder today’s post about our HOME, click here.
Jody Maberry texted this photo to me last night and asked, “Do you know where this is?” “Yes, Mt. Wilbur looking down on Iceberg Lake. Ahern Pass is on the other side of the far wall.” What i didn’t share is my suspicion it’s from Google Earth, not a climber’s camera. Why? Wilbur is notoriously dangerous to climb.
Racing through your days takes your focus off life’s small details.
dad
Out of office alert at work…
What’s a simple, scalable way to add simplicity and scalability to every Galen Customer detail?
Use three well-known tools:
Questions
Paradox
Common sense
A few examples:
Can you imagine how Galen looks in our Customer’s eyes when everyone at Galen has a professional, intentional, Galen-difference in something so seemingly insignificant?
What does the customer think and feel when all their questions are answered in a Galenized presentation?
What message is sent to all stakeholders in Galen’s ecosystem about attention to the smallest of details, to trust, to excellence?
Bonus pic…screenshot of the text referenced at the top of this post.
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This website is about our WORK. To ponder today’s post about our HOME, click here.
