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Disney Brand Loyalty Book

Lead like you mean it

More views from Grinnell Glacier trail.

Lead like you mean it.

When people ask what it was like to work at Disney (1982-2014), the response is always, “It depends on who your leader was.”

In the final decade serving at Disney, there was enough earned wisdom to thrive whether leadership was good, very good, or excellent.

Inexperience leads many to believe they have to accept their fate if they work for a good or very good leader instead of an excellent leader.

At Disney we say, good and very good aren’t good enough.

Learned to focus passion, art, energy, and purpose on being the best partner for our team, the best facilitator for our participants, and in doing those two exceptionally well, the business result (rebooking/recommending) took care of itself.

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Disney Brand Loyalty Book

How to .think .differently about friendly

TEDx ideas
Issues are not what TED wants. TED wants ideas.

How to .think .differently about friendly,

There are two kinds of friendly:

  • Passively friendly
  • Assertively friendly

In passively friendly, an employee is friendly when the customer initiates contact.

In assertively friendly, the employee initiates friendly without the customer even knowing the employee is present.

Talk about the game changing power of going the extra inch.

The employee will answer the customer question anyway, so why not ask the question instead of waiting for the question?

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Disney Brand Loyalty Book

Emotion trumps everything

Disney Guests having fun
Consistently exceeding Guest (and Cast) expectations is the key to creating a deep, unbreakable emotional connection.

Disney has been named the most “intimate” brand among consumers in MBLM’s Brand Intimacy 2019 Study, moving up four spots from 2018. The annual study is a comprehensive ranking of brands based on emotion.

Earlier this year, The Walt Disney Company was named among the “World’s Most Admired Companies,” ranking No. 4 on Fortune’s annual survey of corporate reputation. Disney also recently earned high marks on Forbes’ list of the World’s Best Employers for 2018, placing fourth, and topped Forbes’ list of the World’s Best Regarded Companies for 2018.

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Disney Brand Loyalty Book

Loyalty, Disney Style

As Keynote speaking tips are discovered, they get shared at junglejeff.net for you.

If you have any desire to speak or to become a better speaker, an example of eight sound speaking tips is here.

Did you know? A few years before retiring from Disney in 2014, there was a personal idea (and challenge) to begin omitting “i, me, my, mine” in all communications: email, text, written notes.

Why?

Subconsciously, most of us communicate selfishly.

Start taking a closer look at the messages you receive. Count the ratio between the sender’s “i, me, my, mine” versus the sender’s “you, your, our, us, and we”.

Almost to a fault, we are internally (personally) focused versus externally (the receiver) focused.

Count the “i’s, me’s, my’s and mine’s”(ommitting the ones in “parenthesis” to explain the concept). Do the same with “you, your, our, us, we”.

Totals (excluding the one in “parenthesis”):

i, me, my, mine = 0

you, your, our, us, we = 5

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Disney Brand Loyalty Book

Neglect gets expensive over time

Disney road signs
Disney road signs. Hindsight is generally 20/20…sideview mirror reference.

Organizational culture is like personal health…it gets expensive to restore if you neglect it too long.

You know what the real challenge is?

We get so used to accepting that our organizational health is less than vibrant that we eventually stop being motivated to do anything to change it. And this gradually makes our culture more toxic.

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