Disney Dog and Pony Show

What is a Disney dog and pony show? One of the simple joys of Disneyland and Tokyo Disneyland is Gadget’s Go Coaster. It’s a junior roller coaster, but it’s placed in a very creative setting. Gadget refers to the character Gadget Hackwrench from the Disney animated series Chip ‘n Dale: Rescue Rangers. Gadget has a gift … 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

The Grace of Iger on Eisner

Last week’s Business Week interview of Bob Iger on Disney California Adventure once again showed how a CEO takes the higher road when it comes to dealing with his former predecessor. While being questioned as to why Disney California Adventure needed so much reinvestment, it could have been very simple to have slammed Michael Eisner’s … Read more

Safety Begins With Me

We want to continue our discussion about the importance of safety at Disney. Safety is priority number one. It may not be exactly the priority in your business. For instance, you may operate an insurance company. There the first priority might be Trustworthy. But the concepts in these next few posts can be applied to … 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 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 would … Read more

3 Lessons Disney Learned From Marriott

After spending 60 years with his family’s company–40 of those as CEO, Bill Marriott has announced that he is stepping down at 80. The Marriott company is legendary in the hotel business. But few people know the relationship between the two and it’s influence on Disney. Click here to read how Marriott was not only … Read more

Harvard Business Review of Bob Iger

You absolutely must read Harvard Business Review’s interview of Bob Iger by Adi Ignatius. At least, you ought to listen to the audio interview. Bob talks about the challenges in becoming CEO. He talks about his predecessor and his responsibility as second in command to be loyal to the one in charge. He also expresses respect to … Read more