Continuous Improvement

Rose & Crown: Creating Continuous Improvement

Continuous
 
improvement in customer service is
 an important part 
of perfecting an
 organization. This
 was played out
 with employees
 at the Rose &
 Crown. Cast Members were 
introduced to a 
continuous improvement cycle and as a team discussed what implications there were in this type of process. In empowering cast members to identify opportunities to improve … Read more

Bob Iger, Sushi, and Excellence at Disney

Bob Iger: Showman of the Year Congratulations to Bob Iger, who has just been named Variety’s Showman of the Year. Variety did the kind of interview I would want to have with Bob Iger. It covered important issues that needed addressing. I strongly encourage studying all of it. As CEO of The Walt Disney Company, Bob … Read more

Celebrating 60 Years of Annette Funicello

Everyone within the Disney blogosphere knows that this year is Disneyland’s Diamond Celebration. Well, it’s not the only one. In 1955, the Mickey Mouse Club became an American phenomenon, and at the center of it was Annette Funicello. This year at D23, you have a chance to celebrate the life of this extraordinary person. In celebration … Read more

Toon Lagoon at IOA: The Trail to a Great Work Environment

What Qualities Do You Look For In The Place You Work At? At Universal’s Islands of Adventure, there are two comics that intertwine in Toon Lagoon. While seen, most guests seldom stop to study them. To most, they are simply incidental theming to the park. But they offer a couple of great thoughts about creating … Read more

Facing an Uncertain Future at the Tower of Terror

Lessons From the Tower of Terror Are Just a Part of the Insights From My New Book, Disney’s Hollywood Studios: From Show Biz to Your Biz This week is the 25th Silver Anniversary of Disney’s Hollywood Studios. In tribute to this remarkable park, we’re capturing some of the amazing details many guests never see. This … Read more

Announcing the 2nd Edition of “The Wonderful World of Customer Service at Disney”

I’m very excited to announce the 2nd edition of The Wonderful World of Customer Service at Disney. When the first edition of The Wonderful World of Customer Service at Disney came out, my rationale for writing the book came from the fact that I didn’t feel anyone was really telling people what customer service was really all … Read more