Avatar island attached to show building. Photo by J. Jeff Kober.

Disney Animal Kingdom Construction: August 2015

Construction continues at Disney’s Animal Kingdom. Let’s start the biggest of all projects–Avatar’s Pandora. Now that the exterior of the simulator show building has been built, the front facade is being layered on. This will consist of a series of mountains and even hanging islands: You can see the structural outline of the mountain being attached … Read more

This concept of providing customer options with merchandise pickup and delivery is even available here at this Fantasyland shop in Tokyo Disneyland. Photo by J. Jeff Kober.

Provide Customer Options: Guest Service Lesson #16

Welcome to our celebration of Disneyland’s Diamond Anniversary with our 16th example of great customer service. Imagine you’re shopping at Bonjour Village Gifts at The Magic Kingdom in Walt Disney World. Your eyes set upon some very expensive, but very delicate merchandise. You want to make the purchase. But is it worth hauling around? What … Read more

Pizza Planet across from the Muppet Vision 3D. Photo by J. Jeff Kober.

Disney’s Hollywood Studios: Rumors and Additions

Let’s visit Disney’s Hollywood Studios. You’ll be surprised that some new things big and small are happening. And while we’re there, let’s look at some new rumors: Addition: The Great Movie Ride The Great Movie Ride continues to be plussed on under the new TCM sponsorship. That includes new display cases with costuming and props from a very … Read more

A visa worker from China greeting Guests--not at China in Epcot--but in front of a restaurant in Frontierland at Walt Disney World. The photo was taken when unemployment was over 9% just outside the gates of Walt Disney World. Photo by J. Jeff Kober.

Visa Abuse at Disney

New York Times is reporting that Disney has cancelled the layoffs of some 35 technology employees at Disney/ABC in the New York and Burbank offices. Earlier, those employees were replaced by offshore workers who had been brought to the U.S. on H-1B working visas.  Now those employees are back at work “until further notice.” All of this … Read more

Know Their Name

Disney Guest Service Idea #10: Know Their Name

By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at the impact for customers when you know their name. There’s something powerful about learning the names of your customers, and more importantly, getting to know them. This came to my attention when one day when we had … Read more

Energy and anticipation await guests as they prepare to enter The Magic Kingdom. Photo by J. Jeff Kober.

Disney Guest Service Ideas #3: Open Earlier Than What Is Stated

Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Today we look at the idea of organizations that open earlier than what is stated. It’s a simple thing: Open earlier than what is stated in your promotional material. If Walt Disney World states that the opening time for the Magic Kingdom is 9:00 am, then … Read more

More MyMagic+ Coming

In the recent third quarter report for 2014, Bob Iger discussed MyMagic+, mentioning that “half of the guests now use Magic Bands, and 90% rate it as ‘excellent’ or ‘very good’.” First of all, I always tell my clients that ‘very good’ means ‘very little’. The only data that is worthwhile is ‘excellent’. That’s because when … Read more

Disney's Hollywood Studios: From Show Biz to Your Biz. By J. Jeff Kober.

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 more

How Well is Disney MyMagic+ Doing?

The other day I asked the question, “How well is Disney doing?” Today I ask the question, “How well is Disney MyMagic+ doing?” From the conference call Bob Iger and Jay Rasulo hosted last week for the 1st quarter results, we have a very interesting response to that question. The question posed was: “Can you … Read more