quote – Page 127 – Disney Brand Loyalty Keynote Speaker

Out work ’em

Disney leadership speaker — Are you on fire with what you get to do?

Out work ’em.

That’s what Tiger Woods told me.

Had the opportunity at my gym to ask Tiger a few questions. The first question, “What advice would you give to someone who wanted to be the best in the world at something?”

“Out work ’em.”

There you have it.

Context: Tiger Woods at one time was the best golfer the world had ever seen. He absolutely dominated the sport in a way that made the previous greats a distant second. And then there was the fiasco in his personal life and everything fell apart.

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Emotion trumps everything

Emotion trumps everything.

Customers are deciding whether you love them or not, every time they interact with your organization.

When they feel something uniquely special from your organization, brand loyalty is strengthened.

When customers sense a non-committed employee, process or facility, loyalty is eroded.

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Public speaking is our greatest fear

Public speaking is our greatest fear.

It’s an ingrained human fear even greater than the fear of death.

Yet we speak all the time.

Day to day living requires a functional adult to speak with others.

And if you’re a leader, you’re expected to do more than speak, you’re expected to inspire and motivate.

Watch and listen to people who you enjoy listening to and people who bore or offend you.

What is it that each group demonstrates that you could practice on your own and become better at speaking day to day?

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How important is your contribution?

Ever heard of the concept of purpose versus task?

How important is your contribution?

Are you trained to meet customer expectations?

Or are you trained to exceed them?

Doing your task (your job) well is designed to meet expectations.

Doing more than your task (more than your job) is designed to exceed expectations.

A remarkably small tweak in the culture that has magnified Disney as the world’s greatest customer service organization.

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How long will it take for good change to happen?

Disney World Keynote Speaker — Everything worthwhile takes longer than you think it will.

How long will it take for good change to happen?

Inevitably, much longer than you expect.

Persist.

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