Wowing Guests at Disneyland

My apologies for not submitting posts more often. Business is busy, and many things are happening. But I did want to offer a post before the week ended. So today we talk about visiting Disneyland. If you’ve never visited Disneyland before, you are going to be wowed. That’s because Disneyland is a beautiful, mature park … Read moreWowing Guests at Disneyland

Matterhorn Mountain & What Would Walt Do

While it looks like winter on Matterhorn mountain year-round, there’s no time of the year more beautiful than the holiday season at Disneyland. For years, these decorations have graced Disneyland and, at one time, a large, revolving star stood at the top of the Matterhorn. It even lit up and rotated. Unfortunately for Disney’s Cast … Read moreMatterhorn Mountain & What Would Walt Do

Podcast #14: Disney Around the World

Our latest episode chronicles some of the terrific experiences I have had visiting Shanghai Disneyland, Tokyo Disneyland, Disneyland Resort, Disney Cruise Line, and Walt Disney World. David also spoke of visiting Aulani, A Disney Resort & Spa. Let’s visit Disney around the world and see some photos and links we spoke of in our podcast, … Read morePodcast #14: Disney Around the World

Wayfinding Through Pumpkins!

With the Halloween season, perhaps it would be appropriate to offer something that ties into the season. Let’s talk about Wayfinding Through Pumpkins! I know it seems like a peculiar topic. But I’m a big fan of creating ways to navigate the customer through spaces through innovative means. Our example today is a great example … Read moreWayfinding Through Pumpkins!

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 moreSue: The Best Magic Kingdom Magic


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 moreIntroducing

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 moreJoin us at Disneyland!

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 moreD23 VIP Treatment

New Book! Disney, Leadership & You

I’m excited to announce that my newest book, Disney, Leadership & You, will be premiering at the D23 conference next week. I’ll be doing an exclusive book signing at Disney’s D23 Expo on Friday, July 14th, from 2-3 pm. You’ll find us in Exhibit Hall A/Booth 301E. It’s sponsored by the Annette Funicello Research Fund, … Read moreNew Book! Disney, Leadership & You


The Day DisneyQuest Died

Sunday, July 2nd, 2017 was the last day of DisneyQuest, but the day DisneyQuest died was way back in 2000. Prior to 2000, I was providing team building programs at DisneyQuest while working at The Disney Institute. On Facebook Live, I share¬†the very sad story of a fateful event in Chicago that led to a … Read moreThe Day DisneyQuest Died