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

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!

Empowering Customers

The other day, we went to Disneyland Paris to look at one of the ways they focus on Customer Service. Let’s head to Disneyland Hong Kong today. One of the best things you can do for customers is to provide them viable options. Empowering customers with informed choices gives them the power to influence their … Read moreEmpowering Customers

Brush And Roll

Disneyland Paris’ news magazine posted an article focusing on new maintenance projects that have been established to improve the guest experience. My understanding from my inside sources is that Bob Chapek, chairman of Disney of Disney Parks and Resorts, has personally emphasized this initiative. Everyone has known that Disneyland Paris suffers from ongoing maintenance issues. Finally, … Read moreBrush And Roll

Plus Up Your Offerings

By your host, J. Jeff Kober 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 end of Westernland (that’s what they call Frontierland at Tokyo Disneyland) and had just experienced Big Thunder Mountain (which is a very … Read morePlus Up Your Offerings

Be Prepared For Angry Guests

By your host, J. Jeff Kober In a recent post, we spoke about how Disney listens to its guests. We have an example of the work that goes on at Guest Relations in the Disney parks, such as City Hall at Disneyland Paris. Throughout the day, Guest Relations receives hundreds of guests. Many just have questions … Read moreBe Prepared For Angry Guests

Provide Guest Service—Not Customer Service

  One of the fundamental things Disneyland introduced early on was that customers be referred to as Guests, and not as customers. This tradition has carried to the present day. Even in internal writings, the word Guest is not only used in place of the customer, but it is capitalized. Why call the customer a Guest? Think … Read moreProvide Guest Service—Not Customer Service

Disney’s Hollywood Studios: From Show Biz to Your Biz

This newest book by J. Jeff Kober celebrates Disney’s Hollywood Studios, and the stories, tales, and lessons behind it! I am so very excited to announce today my newest book, Disney’s Hollywood Studios: From Show Biz to Your Biz, published by Theme Park Press. I’m thrilled that it’s available in time for this week’s 25th silver anniversary … Read moreDisney’s Hollywood Studios: From Show Biz to Your Biz

Great Service After Ghirardelli Closes

I love Ghirardelli! Perhaps too much looking at my waist size. I love how they greet you with a chocolate square when you enter. It’s such a nice touch. I was kind of bummed out last week in Orlando; I thought our family was going to get ice cream at the Ghirardelli in Downtown Disney. … Read moreGreat Service After Ghirardelli Closes

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