3 Low Cost Opportunities at SeaWorld & Beyond

Every theme park or amusement enterprise wants to be great – even the best parks in the world have opportunities for improvement. I have shared on my Disney at Work site many ideas the House of the Mouse could improve. I want to share three low cost opportunities that could really help SeaWorld, but they … Read more3 Low Cost Opportunities at SeaWorld & Beyond

Can Government Act Like the Waldorf Astoria?

Over a four year period, the New York City Department of Finance (NYCDoF) worked to design and implement a basic performance management system.  With the support of the Public Strategies Group (of which I played a role), NYCDoF established the process of focusing on results, developing performance measures, and implementing the measurement and learning process. The … Read moreCan Government Act Like the Waldorf Astoria?

Reducing Social Harm in the ICU

An article in the Boston Globe focuses on the affect that healthcare has on patients–even when they are sedated or in an ICU setting. The results show that many patients, though made well by procedures performed on them, end up still be emotionally troubled and traumatized after the experience. In fact, about a quarter of ICU … Read moreReducing Social Harm in the ICU

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!

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 moreIs Quality Guaranteed?

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

Zappos: Would You Hire This Employee?

On one occasion when we hosted an executive session for the Society for Human Resource & Management (SHRM), we took a group to visit and go behind the scenes with the Wynn Hotel, Whole Foods, and The Las Vegas Convention & Visitor’s Authority. It was a great experience and they were all terrific hosts! While … Read moreZappos: Would You Hire This Employee?

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 moreSteps in Transforming Customer Service

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 moreCustomer Advocacy in Government