How we falsely judge ourselves

Picture a 17-year Disney Resort Operations Leadership veteran starting a new career as an official Keynote Speaker for Disney Institute. Talk about a career change. And the new speaker never carried a desire to become a public speaker. Ever. Pause and contemplate this… We judge ourselves on our intentions, others judge us on our behaviors. It […]

Emotional connections fuel loyalty

        Emotional connections fuel loyalty. To create an emotional connection, something positive and unexpected has to happen. Even the smallest positive gestures, if unexpected, are powerful. If the positive thing was expected, it protects against delivering a negative experience, but, it doesn’t surprise and delight. Magic happens when we are delightfully surprised. […]