Go the extra inch

Go the extra inch. So easy. So simple. A fraction of the effort compared to the extra mile. Any effort that surprises and delights creates the “wow-factor”. Creating unexpected and delightful surprises can and should become a habit. Just like not going the extra mile all the time becomes a habit. Going the extra mile […]

20 years of offsite field research

Twenty years of offsite (off-Disney) field research around the world has revealed a unique opportunity to gift the world with the antithesis of going the extra mile. It’s a gift that provides the solution to delivering world-class customer service that far exceeds the going the extra mile hypothesis. Note: After serving for 15 years in […]