Service – Page 7 – Disney Brand Loyalty Keynote Speaker

Lunch was exceptional because it was at Disney

Yesterday at Disney.

Yesterday on the way home from lunch.

A friend, and potential client, is visiting Walt Disney World to attend a Disney Institute multi-day course on Creativity and Innovation. (i used to teach this, along with the rest of the DI curriculum)

We were going to head right to Disney’s Hollywood Studios when i called an audible.

Let’s visit some things you’ll never get to see as a Theme Park Guest.

We capped it off with an amazing lunch at The 50’s Prime Time Cafe.

The food was delicious, but more remarkable was the Cast Member interaction.

Stunningly exceptional.

And it reminded me what a vibrant organizational culture does for a brand.

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Delta Dawn?

Amazing Delta Flight Attendants. — jeff, Sue, Stephanie

Amazing Delta Flight crew. — The “gang”.

From the Delta Flight attendant’s perspective, Stephanie made a “seemingly insignificant” comment to me as we were boarding and taking our seats.

That one sincere comment enhanced the entire day.

Later, Sue brought a “pilot’s Wings” pin for Jack the Teddy Bear, which he wore while we watched McFarland.

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Bait and switch?

New balance Running shoes — The product numbers don’t match,

Bait and switch?

Another pair of New Balance 1080SB5’s arrived yesterday – a Sunday. Opened the correctly labeled box to confirm accuracy. Inside, however, was a pair of women’s running shoes.

Started to smell hassle factor. What to do?

Clicked the delivery notice email link and in about two minutes, had everything needed to:

Have the replacement shoes arrive in just two days.
Have the return package re-sealed and sitting on the porch for UPS pickup today.

No return sticker was required. Plus, the existing packaging had a subtle yet convenient pre-made sealer for returns. An email containing a one-sheeter with tracking number to go inside the package.

Totally impressed.

It was a nice wow.

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Do world class organizations make big mistakes?

Epcot's Spaceship Earth — Epcot Center officially opened October 1, 1982. Photo from yesterday, January 20, 2015.

Walt Disney World hidden Mickey — Drain covers at Walt Disney World feature Mickey Mouse. Photo, January 20, 2015.

We should always remember to take solace in making mistakes, even big ones.

Disney characters were not part of the original vision for Epcot Center in 1982, when Walt Disney World’s second theme park opened to the public. The only place you could find Mickey Mouse was on the drain covers, in the photo above.

How did Disney miss the obvious?

How do we?

Forgive yourself, fix it, move forward.

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Would you get excited for a trophy?

Unique Florida wildflower — This flower was a big surprise at the swamps’s edge.

When this post goes live in 100 days, jungle jeff will be 10 days away from 30 ‘official’ years at Walt Disney World.

Original hire date of January 25, 1982, beginning as ‘jungle jeff’ in Adventureland.

Left when Summer ended and returned for good September 27, 1984.

So excited to reach this incredible milestone.

Would you get excited for a trophy?

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