Designing Your Guest Experience

    In a sense, Disneyland is a stage – a most unusual stage. Members of the Disneyland audience, unlike the audience at a motion picture or a Broadway show, do not simply look on. They participate in the drama, the adventure, or comedy. They walk onto the stage. They move through the sets. They Read more about Designing Your Guest Experience[…]

One Little Spark! Marty Sklar and Mickey’s Ten Commandments

The following is a repost, dedicated to the memory of Disney Imagineer Marty Sklar, who passed away July 27, 2017, at the age of 83.   Disney Imagineer Marty Sklar, who retired in 2009 as the only Disney employee to have participated in the opening of all eleven twelve theme parks around the world, is noted Read more about One Little Spark! Marty Sklar and Mickey’s Ten Commandments[…]

Building Our Very Own Disney Castle

Next to Mickey Mouse, the castles found in Disney parks around the world are the most iconic symbols of the Disney empire. Drawing from real-life castles from Europe, throughout the past decades Disney’s Imagineers have created castles of every shape and size that have captured the hearts of millions world-wide. Designed to be a visual Read more about Building Our Very Own Disney Castle[…]

Great Organizations Never Stop Searching for Ways to Improve

Great organizations have the mentality of champion athletes and great artists and visionary inventors: they never stop searching for ways to improve. Like snow. In December. In Florida. With a December wedding anniversary, my wife and I have enjoyed trips to many different destinations, celebrating our anniversary with a Christmas theme. One December, we spent Read more about Great Organizations Never Stop Searching for Ways to Improve[…]

Surprise Your Guests with Something Extra

Lessons learned during 25 days spent onsite over the past year talking with dozens of Cast Members (current and former) at Disneyland, Disney California Adventure, and Walt Disney World. Don’t you love the surprise of getting something extra when you least expect it? Disney’s Custodial Cast Members are some of my most favorite Cast Members Read more about Surprise Your Guests with Something Extra[…]

Satisfied Customers Are the Best Marketing Staff You Can Possibly Have

Lessons learned during 25 days spent onsite over the past year talking with dozens of Cast Members (current and former) at Disneyland, Disney California Adventure, and Walt Disney World. Walt Disney created a magical place where fantasy is real and reality is fantastic. Every time a customer (Guest) comes into contact with your organization, whether Read more about Satisfied Customers Are the Best Marketing Staff You Can Possibly Have[…]

Customer Service Is Not a Department

Lessons learned during 25 days spent onsite over the past year talking with dozens of Cast Members (current and former) at Disneyland, Disney California Adventure, and Walt Disney World.   Customer Service is Not a Department Customer Rule #1, from The Customer Rules: The 39 Essential Rules for Delivering Sensational Service, Lee Cockerell Great service Read more about Customer Service Is Not a Department[…]

The Importance of Knowing the Why Behind the What

Crossing an item off my Disney Bucket List (is there any other kind?), I recently spent 3 days at Disneyland in CA. Tons of people have asked me, “Which do you like best – Disneyland or Walt Disney World?” My reply: “They are apples and oranges, so I can’t compare them. I like them equally Read more about The Importance of Knowing the Why Behind the What[…]

The Power of Your Church App in Connecting with Guests

Since I currently live in Charlotte NC, and having lived somewhere in the Southeast all my life, it is a geographic given that when it comes to Disney, I am most familiar with Walt Disney World in Florida. Actually, I am more than just a casual fan – I’ve been on Disney World properties over Read more about The Power of Your Church App in Connecting with Guests[…]

It’s Hard to Forget the Fireworks at the End of the Day

An adventure as rich and spellbinding as a day in a Disney Park demands an epic conclusion and Disney delivers as only Disney can. For the Magic Kingdom, that means Wishes Nighttime Spectacular. Aaron Wallace writes in The Thinking Fan’s Guide to Walt Disney World: Magic Kingdom: It is a culmination of the spectacle, optimism, Read more about It’s Hard to Forget the Fireworks at the End of the Day[…]