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

The Courage and Discipline to Dream and Do

There’s a little known story told by my boss, Valerie Oberle, who was the original director of The Disney University Professional Development Programs, or what is known now as the Disney Institute. It seems that back in the days of Eisner and Wells, Michael was concerned that programs being taught to different companies all over … Read more

Sign Up For Perfecting The Customer Experience!

Our next program is coming right around the corner, but there’s still time to sign up! Perfecting the Customer Experience is a unique, three-day benchmarking program. It demonstrates the service standard to which all consumer-facing businesses should aspire, and delivers: Solid ideas for improving customer service and creating loyal customers Proven examples from Disney and … Read more