Customer Advocacy: A Tale of Theme Parks

The Logo for Disney's America Theme Park, once planned for the DC area.

In my last 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 … Read more

Customer Advocacy in Government

Photo courtesy of Foto Du Jour.

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

Has Your Brand & Culture Gone Down the Toilet?

Farrells - 1

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 more

Declare Your Manifesto

An Apple Store in Orlando, Florida. Photo by J. Jeff Kober.

In our previous post, we talked about the advantage of Soft Wiring. We want to share with you some important ways to make that happen. We’ll begin with Declaring Your Manifesto. At Ritz-Carlton, it’s “Ladies and Gentlemen Serving Ladies and Gentlemen.” At Disney, it’s “We Create Happiness.” What do those two things have in common? They … 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