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If Disney Ran Your Life

Mickey filling in for Vanna

Last night, the TV was on and i heard that Vanna is filling in for Pat as he recovers from surgery.

Can’t help but wonder what happened on the backstage side of our business to come up with this (Wheel of Fortune last night).

Big, fun, creative marketing ideas are a different kind of creativity than the day to day grind on the customer service front lines.

You understand the difference, right?

Marketing creativity is seen publicly by millions. Front-line operational creativity is invisible to customers (Guests).

Marketing creativity can become an annual event like the recent, “I’m going to Disney World” super bowl commercial, but no customers are personally impacted while visiting a Disney Destination because of that creative idea.

Frontline operational creativity can become a new customer process (or a removal or improvement of an existing process) and impact tens of millions of customers (Guests) annually, year after year. Additionally, one process enhancement can impact not only each customer, but every interaction with every employee – literally billions of interactions annually, year after year.

You want an example right?

Sure, take the FastPass clocks at FastPass eligible Disney Attractions. The clocks were a frontline Cast Member idea. Originally, it was an argument awkward debate between the Cast Member and the Guest as to who’s watch had the “correct” FastPass entrance time. The clocks became the official tie-breaker when two watches didn’t match and life returned to normal for every customer henceforth.

Backstage, Castzooming (Costuming), the process whereby Employees (Cast Members) obtain their daily Disney Costumes moved from a daily one-for-one exchange to a once a week, all five costumes exchange. Not only that, Cast Member asked to be able to take them home. Billions of cumulative employee interactions enhanced by two radical front line employee ideas.

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Final 120 Days

The science of creativity in exceeding expectations

The science of creativity in exceeding expectations, based on my 44 years of field research, is that going the extra mile is a flawed concept to get there.

It’s unfair, that news.

Yet this news has a silver lining – go the extra inch.

You’re welcome.

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

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Final 120 Days

Madrid Disney Creativity Keynote Speech

A rare backstage look at how i begin to prepare for a speech…in this case, more than four months in advance.

Madrid Disney Creativity Keynote Speech is in five days. Four months ago the framework (photo above) was laid out and the client approved.

We are expecting 1,000 attendees.

The speech is scheduled for 50 minutes, but it’s mapped for 45. Better yet, map it out for 40 minutes. Rarely does a conference start, and stay, on time.

Son, it’s easier to add a story or activity than to have to remove an important component minutes or hours before you speak.

My speeches are methodically intentional with specific insights, relevant stories, and excellent activities.

To have to take a strategic insight, story, or activity out means the speech’s DNA has been tampered with.

Son, this is a perfect example of over-focusing on the things i used to under-focus on or ignore.

i also clarify in advance if the conference is behind schedule and i start late, do i still take the agreed upon speech time.

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Final 120 Days

Listen to Walt Disney’s words about technology

There’s a (not too) “hidden” Walt in the background.

Listen to Walt Disney’s words about technology…

Listening to Walt, the more things change, the more they stay the same.

Technology has always existed.

What changes is our understanding of what customer’s need and want from our Company and our Company’s collective ability to find any means (often through, but not limited to, technology) to exceed the expectations.

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

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Final 120 Days

Stumble is as stumble does

Consulting framework
A sheet of paper, three hand-drawn lines (was 6 boxes) and then brainstorm the DNA of past, present, future. The future isn’t listed on this sheet (yet).

Stumble is as stumble does.

Preparing a business proposal for a local client, an aha moment appeared.

What if two of the five time-tested Disney business blueprints were saved for the future?

Never thought of it this way until yesterday, May 10, 2019.

Son, the beauty of a relentless pursuit of excellence is that ideas never stop appearing. Some ideas are contagious and need little (or no) time to appear. Other ideas take decades.

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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.