Disney Leadership Keynote Speaker
Five daily blogs about life's 5 big choices on five interconnected sites.
Leaving in five days for nine-day Glacier National Park trip.
Going-to-the-Sun Road has been closed on the westside for over a week and may remain closed for the season.
The attitude we travel with is the attitude that will make our travel extraordinary or a disaster.
PS. It’s the same (not a different) attitude that we travel with daily.
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This website is about our MIND. To read today’s post about our BODY, click here.
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Three Mountain Goats on Mt Oberlin Trail from jeff noel on Vimeo.
And, you must be vigilant in deciding what and how to measure.
Measuring customer satisfaction is dangerous.
Measuring customer love is harder, and exponentially better.
At Disney, we measure the four key drivers to Guest Satisfaction but only share the percent excellent with our Cast.
If we included all the “good” and “very good” ratings, we’d lull ourselves into a false belief that our Guests (and Cast) love us.
Good and very good aren’t good enough.
Not for love.
For love, your customers must feel some emotional connection and an undeniable commitment from your organization that they mean everything to you.
PS. To make our lives challenging, there are things that can be measured that don’t matter, and things that matter that can’t be measured. Satisfaction can be measured, love, not so much. Generally though, love can be measured by repeat visitation and intent to definitely recommend.
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This website is about our MIND. To read today’s post about our BODY, click here.
If you want to stay on this site and read more posts from this Blog, click here.
Never being satisfied is great motivation to improve.
We are never satisfied at Disney.
The night we opened Pandora-The World of Avatar at Disney’s Animal Kingdom, Cast Members in every business unit debriefed what went better than expected, what went the way we planned, and what went not as good as we planned.
Why?
Because in 12 hours when we open for the second day, we want to immediately test for solutions.
As the second day unfolds, we’ll be monitoring if our tweaks make it better, produce no change, or make things worse.
At the end of day two, we debrief again.
This literally never ends.
Insight: Having this world-class level of expectation can insidiously put a drag on completing seven Disney Business books.
• • • • •
This website is about our MIND. To read today’s post about our BODY, click here.
If you want to stay on this site and read more posts from this Blog, click here.
Knowing that i’ll be in Glacier National Park in a few days is surreal.
Why?
Because a few days ago we were on a Disney Cruise – unplanned and booked on short notice. Thank you Mickey Mouse for the Cast Member discounted rate.
Will this be my final Summer?
Will it be yours?
No one knows except for the most seriously (terminally) ill among us.
The simple 2009 act of creating a 10-year life plan has allowed a decision-making process and a surrendering process that i would never have been able to access.
• • • • •
This website is about our MIND. To read today’s post about our BODY, click here.
If you want to stay on this site and read more posts from this Blog, click here.
