Sue: The Best Magic Kingdom Magic

I’ve spent many an article here chronicling examples of great customer service at Disney. I’ve discussed transactions versus interactions, and how the latter is what creates the magic. Included has been the idea of creating Magical Moments and Take 5’s. These are planned and improvisational activities for making the guest experience memorable. I’ve shared some … Read more

Introducing DestinationMagic.com

I’m very pleased to personally introduce to you Destination Magic, your go to place for Disney insights, vacation advice, and magic. For over 20 years I have presented ideas on life and work from the Happiest Place on Earth. In the early years, that role was as a Cast Member and Leader at The Disney … Read more

Perfecting the Customer Experience

Join us at Disneyland!

We’re announcing the return of a popular program, Perfecting the Customer Experience, to be held October 26 & 27, 2017 at the Disneyland Resort in Anaheim, California. Perfecting the Customer Experience is a unique, two-day benchmarking program that demonstrates a service standard to which every consumer-facing business should aspire. This intense, small-group experience helps you … Read more

Podcast #13: The Culture of Walt Disney World Part 2

Thanks for joining us for the thirteenth episode of the Disney at Work Podcast! Today, we have part 2 of our chat with Mark David Jones, Jeff’s former colleague at The Disney Institute and current business partner. In this episode, you’ll hear stories about the culture of Walt Disney World, how it’s changed over the years, and how … Read more

WDW Announcements

Podcast #12: WDW Announcements from the D23 Expo

Thanks for joining us for the twelfth episode of the Disney at Work Podcast! Today, we chat about WDW announcements made at the recent D23 Expo, announcements made prior to D23, and most importantly, announcements that we think may still be yet to come! You can find the link for the episode on iTunes, SoundCloud, or TuneIn. Some highlights of our … Read more

culture at disney

Podcast #11: The Culture of Walt Disney World

Thanks for joining us for the eleventh episode of the Disney at Work Podcast! Today, we chat with Mark David Jones, Jeff’s former colleague at The Disney Institute and current business partner. In this episode, you’ll hear stories about the culture of Walt Disney World and how it’s changed over the years. We even reference the Disney Handwich … Read more

D23 VIP Treatment

A D23 Imagineering Moment I have mixed feelings about D23. I somewhat understand that an event held for the fan faithful will be attended in droves. I arrived at 6:40 am and essentially began a waiting experience that continued until about 9:40 am, when we were finally escorted into the exhibit hall. That’s a three … Read more

Podcast #10: Happy 1st Anniversary, Shanghai Disneyland!

Thanks for joining us for the tenth episode of the Disney at Work Podcast! Today, we chat about the first year anniversary of Shanghai Disneyland with our special guest, Chris Nilghe, from the website TDR Explorer. You can find the link for the episode on iTunes, SoundCloud, or TuneIn. Some of the things we chatted about on … Read more