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

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

Disney at Work Podcast #9: Our Review of Pandora

David Zanolla and I are now providing our review of Pandora: The World of Avatar on our Disney at Work podcast. It’s Episode 9 which can be heard when you visit our iTunes site. The area has now been open about a month, and we offer some insights that you might not hear otherwise. In particular, we suggest a very … Read more

Shanghai Disney Resort

Happy Birthday, Shanghai Disneyland Resort

It is the first anniversary of the Shanghai Disney Resort. Congratulations for arriving on your first anniversary! It’s been a big year, which followed an enormous opening. Over 11 million guests have already visited that park. The Chinese are coming to realize that this is a fantastic experience, and worthy of their time and attention. … Read more

Volcano Bay Opening

Volcano Bay Opens! The Competition Goes On!

Enough superlatives cannot be given to Universal’s Volcano Bay, which opens today. There is much that is well imagined, well crafted, and simply fun! We did three Facebook Live videos from the opening of the park this morning.  This is the fourth part in a series of articles that has chronicled Disney’s effort to reign … Read more

Anticipating Pandora the World of Avatar

Disney at Work Podcast #8: Anticipating Pandora – The World of Avatar

There are a lot of people anticipating Pandora – The World of Avatar, opening this week at Disney’s Animal Kingdom. Disney is king at creating anticipation. And that excitement is very real as this new land gets ready to premiere to the public. Our latest podcast talks about how Disney gets people anticipating Pandora – The … Read more