Downside to world-class organizational vibrancy

The downside to world-class organizational vibrancy? None. There’s something about world-class organizational vibrancy that attracts and retains great (loyal) employees. Same thing happens with customers. World-class customer service vibrancy attracts and retains great (loyal) customers. •  •  •  •  • This website is about our WORK. To ponder today’s post about our HQ, click here. If you want […]

Disney Institute Customer Summit 2018 recap (video)

  Disney Institute Customer Summit 2018 recap. Great opportunity to learn from the best in the world. If you’re not learning from the best in the world, how far away from best-in-the-world or how close to best-in-the-world are you? Does it feel right to you?   •  •  •  •  • This website is about our WORK. […]

My Disney speeches cover things in a way you’ve never been taught in school

    My Disney speeches cover things in a way you’ve never been taught in school or at work. Disney Customer Service, for example, has a harsh reality, an astonishing paradox, and just three world-class building blocks. This is different from anything you’ve ever heard of, been exposed to, or ever considered a possibility. What […]

Disney’s Four key drivers for exceeding Guest expectations

                No matter who you are, where you work, or what you do, customers worldwide have the same expectations: Make me feel special – go the extra inch for me to exceed my expectations in surprising and delightful ways Give me individualized attention – treat every Customer like […]