The Future of Innoventions at Epcot

The Future of Innoventions

  There are many things happening across Walt Disney World. Magic Kingdom is still working on projects green lit some time ago such as the Central Plaza expansion. Construction on Avatar is looking impressive. And lots of rumors exist about Disney’s Hollywood Studios with respect to the additions expected to go in there. But what about … Read more…

Earning Customer Trust: Guest Service Idea #13

Earning Customer Trust

  Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at Guest Service Idea #13: Earning Customer Trust. We’ll use that unlucky number 13 to discuss our next guest service idea. Let’s flash back to the long gone Toon Town Fair at Magic Kingdom. You’ll recall that when you entered this land you first … Read more…

Visa Abuse at Disney

A visa worker from China greeting Guests--not at China in Epcot--but in front of a restaurant in Frontierland at Walt Disney World. The photo was taken when unemployment was over 9% just outside the gates of Walt Disney World. Photo by J. Jeff Kober.

  New York Times is reporting that Disney has cancelled the layoffs of some 35 technology employees at Disney/ABC in the New York and Burbank offices. Earlier, those employees were replaced by offshore workers who had been brought to the U.S. on H-1B working visas.  Now those employees are back at work “until further notice.” All of … Read more…

Guest Idea #12: Make It a Small World

"it's a small world" where "One Golden Sun" smiles as the sun sets in the land of the rising sun.

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at how to Disney works to make it a small world by providing assistance to those guests who speak other languages. This is about how to make it a small world. But it’s not about “it’s a small … Read more…

Guest Service Idea #11: Be The Hero

The hotel grounds are grand and lush, to include this unique sign. Photo by J. Jeff Kober.

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at how to be the hero through a service recovery situation with the front desk at Disney’s Hollywood Hotel. I recently visited Hong Kong Disneyland. My stay was brief. While I took a half day to see some key … Read more…

Disney Guest Service Idea #10: Know Their Name

Know Their Name

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at the impact for customers when you know their name. There’s something powerful about learning the names of your customers, and more importantly, getting to know them. This came to my attention when one day when we … Read more…

Disney Guest Service Idea #9: Stop Instructional Graffiti

Stop Instructional Graffiti

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at how too many rules can ruin the Guest experience. And when that happens, you have to stop the instructional graffiti. From Disney’s Animal Kingdom we have our next guest service idea. Let’s visit the Harambe Railway … Read more…

Disney Guest Service Idea #8: Bust Up Bottlenecks

Bust Up Bottlenecks

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at how Disney works to bust up bottlenecks that frustrate their customers. Spent one day at Disney’s Animal Kingdom this week and another at Magic Kingdom. Both parks are spending lots of money to bust up bottlenecks … Read more…

Disney Guest Service Idea #7: Plus Up Your Offerings

Goofy at home in Pete's Silly Side Show. Photo by J. Jeff Kober.

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at how Disney continues to plus up its offering. One of the real treats during my trip to Tokyo Disneyland last summer came about mid-day when I was tired and needing a break. I was at the … Read more…