I wrote the other day about a very special experience on a double decker bus at Epcot. It came at the end of the park’s operating hours. In this story, we head to Disney’s Animal Kingdom. One of the things that Cast Members enjoy most about working at Disney’s Animal Kingdom is that the park usually … Read more
One of Disney’s most beloved films, Beauty and the Beast, speaks to the topic of hosting others. Indeed, its signature song, “Be Our Guest,” is not only an anthem for great guest service at Walt Disney World, it’s now become a hugely popular restaurant. Guests are making reservations months ahead for formal dinner reservations, and … Read more
Since the mid 1960s, Disney has had Four Keys for delivering great service: Safety Courtesy Show Efficiency They are a compass for everything Disney does–both strategically and tactically. In recent months, new changes have been made to better amplify and operationalize on these Four Keys. Read here about some of the important changes that have … Read more
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
Named one of the top 5 best Disney Apps by Brighthub.com! We’re pleased to present a newly re-imagineered Disney at Work: Magic Kingdom. Not a travel app, and no ordinary trivia app, this creation for your iPhone and iPad showcases scores of stories, hundreds of photos, and hundreds of ideas that you can take back … Read more
Do you love the muppets? Have you been to Studio 1 at Disney’s Hollywood Studios? It’s themed as a run-down hotel, and it reminds me of a previous hotel stay on one of my business trips. Read more here.
Notice the attention to detail that carries on even in a Disney restroom? On my new site, Performance Journeys, I’ve posted an article about the branding of restrooms, and the impact of caring for them has on the culture. Its titled, Has Your Brand And Culture Gone Down The Toilet? I use examples from Disney, … Read more
Take this nostalgic walk through Disney’s own service stations to see key lessons in providing exemplary customer service. You can find the article here.