The greatest don’t even think about doing it

In a great customer service culture, exceeding customer expectations is what employees think and do, without thinking. And in a great employee engagement culture, leaders exceeding employee expectations is what great leaders think and do, without thinking. •  •  •  •  • This website is about our WORK. To ponder today’s post about our HQ, click here. If […]

Great Customer Service is driven by your architecture

Great Customer Service is driven by your architecture. Your architecture is driven by systems and processes that you control. What you control is driven by your never-ending, intentional, tireless, creative, and continuously focused efforts – efforts that the Customer only sees the tip of your architectural iceberg. All the hard work to migrate my websites […]

Leaders in every industry fall prey to a busy schedule

  Here’s what i always say, in somene else’s words, in an excerpt from a HBJ article. Learn (or relearn) the fundamental difference great customer service organizations, like Disney, focus on. •  •  • When Stephen Cannon became president and CEO of Mercedes-Benz USA, he recognized that success was about more than just his vehicles. […]

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 […]