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!
I’m excited to announce that my newest book, Disney, Leadership & You, will be premiering at the D23 conference next week. I’ll be doing an exclusive book signing at Disney’s D23 Expo on Friday, July 14th, from 2-3 pm. You’ll find us in Exhibit Hall A/Booth 301E. It’s sponsored by the Annette Funicello Research Fund, … Read moreNew Book! Disney, Leadership & You
In a previous post, we spoke of Blue Sky Goals. They not only allow you to dream big, but they begin to give clarity to the direction you want to head into. This post defines the kinds of goals that make Blue Sky Goals a reality. This post defines those goals that fall underneath. Defined … Read moreActionable Goals
Goal setting is so important. But in truth, there are many types of goals. In the next few posts, we’ll look at different types of goals. Today we’ll look at the biggest of them all, Blue Sky Goals. Perhaps no one said it better than this man: “Make no little plans; they have no magic to stir … Read moreBlue Sky Goals
This week, I want to share an blog post written by Alex Berger. His post is a classified website that serves an intelligence agency. But he has willingly allowed me to re-share the post on this site. It’s a great story, with important messages. This is written in his words. Thanks Alex for sharing! “Several … Read moreForget Moving Cheese…Move Some Ladders!
Greetings to a great new year! On a trip to Clearwater Beach, we ended up in a comedy of errors trying to get everything we needed into the car and on our way to the shore. I ended up going up and down our hotel elevator and back and forth to our room several times … Read moreKober: It Means God of Patience
It seems that at this point in the election cycle, a topic like being cordial might seem past due. But it may be more important to success in an organization than ever before. It can set us apart from others who are curt or simply indifferent. Much of how we come across verbally and non-verbally … Read moreBeing Cordial
Many organizations want to experience the benefits of an internal culture that is entrepreneurial in nature. What they really want is what many refer to as intrapreneurialism. When it comes to entrepreneurship and intrapreneurship, there are differences and similarities. For purposes of this blog post, I’m focusing not on the funding, capitalization, ownership issues, as … Read moreIntrapreneur Vs. Entrepreneur
In a previous article, I spoke of customer advocacy in government. I spoke of different ways you could create greater advocacy. I also spoke about the need for feedback from customers. Allow me to further the case for why advocacy matters through a tale of several theme parks. Those living in DC for some time may … Read moreCustomer Advocacy: A Tale of Theme Parks
We tell our clients there is a key place where you can learn quickly so much about your brand and culture–the restroom. The cleanliness of the restroom speaks volume about how employees think through the customer experience. It also sends a message about organizational pride. Granted, most restrooms in an office or retail setting are … Read moreHas Your Brand & Culture Gone Down the Toilet?