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 more

Is Quality Guaranteed?

In a “carnival-style” retail shop at Disney California Adventure, I found this humorous play on the oft repeated phrase, “Quality Guaranteed.” “Quality Guaranteed” is such an overused statement. It usually is used as a gimmick to get you to go with doing business with an organization. Seldom is it really meant. If I found an … Read more

Harley Davidson: Six Shift Points of Great Customer Service in Retail

Motorcycle engines have all sorts of sophisticated terms and parts. One of them is something called a shift point. A shift point is the best engine r.p.m. at which to shift gears. With most Harley makes, you have six shift points. But at Orlando Harley, their six shift points refer to something else as well. … Read more

Steps in Transforming Customer Service

In our many engagements, we meet people who embrace our thought leadership around what we refer to as The Chain Reaction of Excellence: Whether it’s a workshop, seminary or keynote–people want to know how they as a leader can take action to transform the customer experience. While there are many details to be attended to, … Read more

Customer Advocacy in Government

It’s difficult for most bureaucratic structures in government to think of serving constituents as customers, much less giving customer advocacy serious consideration. Customer advocacy is the effort to build support and momentum for the products and services you provide them. This should be important to government. If for only selfish reasons, it should be critical … Read more

In The Loop

Editor’s Note: Over the months to come, we are providing posts dedicated to better improving the post secondary education experience. This post is authored by David Zanolla, who teaches at Western Illinois University, and who annually hosts students learning best in business practices at Walt Disney World. Over the course of my 12 year collegiate teaching career, … Read more

Making People Feel Special

A fundamental human truth is the need to feel special. What are some ways to accomplish this? By taking additional time to hear someone’s concern. Acknowledging in writing specific things they have done well. Keeping difficult-to-keep commitments. Bypassing given policies and procedures to take care of a greater need. Rewarding and recognizing the contribution of … Read more

Celebrating Guest Service at Disney

Celebrating Guest Service at Disney

One of the best benchmarks for great customer service are the Disney theme parks. This year Disneyland celebrates its Diamond anniversary. In commemorating this 60th birthday, I will be posting 60 ideas for improving customer service in your own organization. You can find the first article here. It focuses on providing Guest Service, not just customer service. You … Read more