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Disney Brand Loyalty Book

Promises are critical success factors

Promises are critical success factors.

In business with employees, customers, and shareholders.

In personal life with spouse, partner, children, etc.

Why?

Because people like to know what to expect.

People also like promises kept.

PS. Trust is the most important element of any relationship (that i know of).

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Disney Brand Loyalty Book

Make dramatic leaps

Snapped this yesterday to reply to a text.
Directly overhead. Yesterday near Magic Kingdom toll plaza.

Make dramatic leaps in Guest Service has long been a personal Disney mantra.

When a crazy idea is followed by an immediate comment of, “that will never work”, you have just witnessed the seed of a dramatic leap being planted.

jn

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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

Where is Spring Grove?

Disney Keynote Speakers
Some recent Disney name tags.

Where is Spring Grove?

For decades, Disney nametags had two images.

Mickey Mouse and the Cast Member’s first name.

In 1996 at Walt Disney World, we began celebrating our 25th anniversary.

Tom Elrod, our Marketing VP, announced that our new nametags would include our hometown.

Why?

To increase Guest to Cast interaction.

“Where’s Spring Grove? Is that near Pittsburgh?”

“No.”

And at this point, it doesn’t matter.

What mattered was that a conversation had begun.

Hometowns became an icebreaker.

This was all done by design.

Note: The risk was in the breaking from 41 years of nametag tradition. It was one of the simplest and best ideas we ever implemented. As an unforeseen benefit, hometowns also increased Cast to Cast interaction.

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

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Categories
Disney Brand Loyalty Book

Disney Keynote Speakers should be fun and engaging

Disney Keynote Speakers
A spoon full of sugar helps the medicine go down…getting set before 400 Guests arrive to hear how we architect our massive organization for world-class customer service.

 

Walt Disney said, “What we do is serious business, but we should never take ourselves too seriously.”

Check.

Mate.

Yesterday.

PS. Disney Keynote Speakers should be fun (and engaging). The two are not mutually exclusive.

 

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

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