Employee Engagement: Lessons from the Mouse House!

Employee engagement is not a flavor of the month nor is it a leadership gimmick. It is a measurable trait that explains the pulse of your company or organization.

GsD Summer Term 1

Survey of Customer Experience Literature

Text: Employee Engagement: Lessons from the Mouse House!

Author: Pete Blank

Synopsis: In Employee Engagement Pete Blank includes real-life stories, provides examples, Employee Engagementand illustrates how the Disney World Resort keeps over 50,000 cast members dedicated to their work. Readers will find many valuable tips, tricks, and techniques scattered throughout the following chapters:

  • Engage Them with Employee Development
  • Engage Them via Team Building
  • Engage Them through Motivation
  • Engage Them by Enhancing YOUR Leadership Skills
  • Engage Them by Amplifying YOUR Recognition Methods
  • Engage Them by Partnering and Building Relationships

The author hopes supervisors, managers, and business owners will use this comprehensive guide to create a thriving environment within their own organizations. In the end, it’s all about applying just the right amount of Disney magic!

About the author

Pete Blank spent thirteen years in a variety of roles at the Walt Disney World Resort. His most recent role as a Learning Manager at the Disney University, he designed, developed, and delivered career and professional development courses for cast members and employees across the Disney organization. Pete is the president of Alabama Training, Leadership, And Strategy®, where he provides leadership training to corporate, college, and church groups.


Guestology – the art and science of knowing and understanding your guests – is a term originated by Bruce Laval of the Walt Disney Company. The use of GsD is a tongue-in-cheek acknowledgment that organizations who really want to understand and deliver a WOW Guest Experience need to study the best practices and principles in use today, and then adapt them to the context of their own environment.

the GsD (Doctor of Guestology) journey: Summer 2013


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