Exploring the Connection Between Pirates and Guest Experience

When Pirates of the Caribbean: Dead Men Tell No Tales hits theaters Friday 5/26/17, it’s not just the latest Pirates movie from Walt Disney. It’s the latest stop of a long and very successful “voyage” that Walt Disney personally began in 1927, and the company that bears his name continues today. The journey we are invited to join Read more about Exploring the Connection Between Pirates and Guest Experience[…]

Living a 3D Pirates Life: Guest Experience Lessons from Captain Jack Sparrow

Captain Jack Sparrow is returning to the big screen in just a few days – the U.S. premiere of Dead Men Tell No Tales is Friday, May 26. While there have been rumors (and a few facts) swirling for weeks about what’s next for the Captain, the truth is no one is really sure. That’s part Read more about Living a 3D Pirates Life: Guest Experience Lessons from Captain Jack Sparrow[…]

Guest Experience Lessons from Your Mother

Lee Cockerell, former executive vice president of operations at Walt Disney World, is one of the most fascinating people in the hospitality industry I have had the pleasure of speaking with. Even with a well-deserved worldwide reputation as an expert on leadership, management, and customer experience, he is quick to point out his mother’s influence Read more about Guest Experience Lessons from Your Mother[…]

Even a Pirate has the Occasional Bad Day – What to Do When Your Guest Experience Disappoints

It’s not all blue sky, sunshine, and clear sailing for your typical pirate crew. Sometimes, you’re going to have a bad day… It seems like Captain Jack Sparrow has more than his share of bad days; but then again, nothing ventured, nothing gained. He has a unique philosophy about problems: There’s an instructive lesson there Read more about Even a Pirate has the Occasional Bad Day – What to Do When Your Guest Experience Disappoints[…]

The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience

You usually won’t find a pirate without a weapon – most likely, several. Any self-respecting pirate will have a cutlass or sword, probably a dagger, and a flintlock pistol or two. They seem to have regular need of them… When it comes to Guest Experiences, there are also “secret weapons” that you need to have at Read more about The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience[…]

How Jack Sparrow’s Compass Can Help You Create a Guest Experience Compass

Jack Sparrow’s compass is undoubtedly my most favorite Pirates – Guest Experiences connection. Introduced first in “The Curse of the Black Pearl,” and featured in every movie since then (even teased several times in the most recent trailer to “Dead Men Tell No Tales”), it is perhaps the most important part of Jack Sparrow’s “effects.” Read more about How Jack Sparrow’s Compass Can Help You Create a Guest Experience Compass[…]

The Usefulness of a Map in Your Guest Experiences – Lessons from a Pirate

As navigators on the seas, pirates are adept at using a chart containing a map of the ocean and coastline, usually with a distance scale and other clues on it. Additional information like water depths, location of hidden reefs, and direction of the current is often found on charts. Then there’s maps – as in Read more about The Usefulness of a Map in Your Guest Experiences – Lessons from a Pirate[…]

Great Guest Experience Teams Pay Attention to What’s Out of Sight

…at least, out of their line of sight. Spatial awareness and quick reactions aren’t just characteristics of great athletes – they are absolutely necessary to exceeding your Guest’s expectations. Micah Solomon, a leading authority on customer service excellence,  always has great advice – both in a regular column at Forbes.com and his books Exceptional Service, Exceptional Read more about Great Guest Experience Teams Pay Attention to What’s Out of Sight[…]

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[…]