Disney Brand Loyalty Keynote Speaker
Five daily blogs about life's 5 big choices on five different sites.
Literally everyone i meet struggles to offer clear, concise, and compelling answers to the most important questions facing their business.
My analogy is simple: business health and personal health are the same.
Business health and personal health are the same things.
How many Americans, including you, make your health a daily focus?
Why?
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This website is about our WORK. To ponder today’s post about our HQ, click here.
My favorite question while teaching at Disney Institute?
Audiences marvel (mostly) at what Disney does and how Disney does it.
Disney Institute facilitators and consultants thrive on their personas, from being at the front of the room, constantly in the spotlight so to speak.
i however, felt it was a tragedy.
People get all hyped up about the what and the how – and all the Magic.
Then they arrive home and have no clue why we do what we do.
So i began antagonizing asking this question:
So what?
So what does any of this mean?
Are you going to build a tunnel under your organization like the Magic Kingdom?
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This website is about our WORK. To ponder posts about our HQ, click here.
You are what you eat.
True?
Probably.
Think about your professional development.
Not what’s on your bookshelf, because all of us pad our shelves with great books we’ll never find time to read. Those great books sure look good sitting there, masquerading as part of our knowledge base.
But show me only the books you’ve consumed.
This hints at who you are.
Not a bad place to start.
However.
However, what really tells us who you are (and who i am) are the questions we ask – how much we care about mastery.
How much we care about our art.
Something we could write a book about.
And 99.9% of us will never do it.
What if we did?
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This website is about our career health. To leave this site to read today’s post on my home health website, click here.
We changed our questions at Disney, changing everything.
The first 15 years working at Disney, we asked questions similar to the ones Press Ganey is asking above.
Somewhere in the middle 1990’s we transformed our thinking as an organization.
We uncovered the four key drivers to Guest Satisfaction and made sure every Cast Member group (Front Desk, Waitress, Life Guard, Merchandise Host, Landscaper, etc) was rated on those four key drivers above everything else.
Four simple questions.
Every Cast Member group was held accountable for excellence in all four Key Drivers.
What if we “aced” lessor Guest Satisfaction Drivers, but failed at mission critical drivers?
Our repeat visitation – our number one business metric – would drop.
Simple as that.
Even a 1% drop would translate to millions (and millions) in lost revenue.
And even a 1% increase would have the opposite (and positive) affect.
PS. Go 5% in either direction. Go 10%.
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On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.
This website is about our career health. To leave this site to read today’s post on my home health website, click here.
i make my living answering asking questions no one else is asking.
__________
On April Fool’s Day 2009, jeff noel began writing five daily, differently-themed blogs (on five different sites). It was to be a 100-day self-imposed “writer’s bootcamp”, in preparation for writing his first book. He hasn’t missed a single day since.
This website is about our career health. To leave this site to read today’s post on my home health website, click here.