Categories
It's Not Over Rated

After all these years, finally back

Last night’s time stamp.
Hard to get any closer without being on the stage.
We felt special and valued.

After all these years, finally back at Epcot’s Candlelight Processional.

It’s been so long since the last visit that i had almost forgotten.

We had a unique opportunity last night that we never enjoyed before.

The biggest dissatisfier at every theme park in the world (and perhaps in any industry) is waiting in line.

Couldn’t have asked for a more satisfying evening.

Sometimes Cast Members are treated like royalty.

Never gets old.

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Categories
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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Categories
No really

Need versus want, Disney Style

Our animation team had lost its heart and soul. Roy E. Disney knew it and was the catalyst for bringing on Eisner and Wells.

Need versus want, Disney Style.

What?

Needs are demographically driven.

Wants are psychographically driven.

Wants are easily felt but not easily explained.

For example:

I need an insurance policy.

I want piece of mind.

Example two:

I need a vacation.

I want memories that will last a lifetime.

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Categories
So What?

Disney original hire date 1982

Disney Institute Keynote speaker
At 23, i stood in this hallway for the first time, 37 years before this photo.

Disney original hire date 1982.

So?

Exactly.

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Categories
Am I The Only One?

Through the roof?

Inspecting the remodeling work and house painting yesterday. And admiring the view of Walt Disney World’s northern horizon.
Our chimney on the right. Four Seasons Resort at Walt Disney World center horizon.

Through the roof?

No.

Up on the roof.

Yesterday.

Less than a mile from Walt Disney World.

It was a moment.

Unless you’re me or my wife, it’s not possible to understand. But you can know, vicariously, that it revolves around a big dream by two people who dreamed well out of their league.

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

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