Do You Have A Code (Actually, More Like Guidelines) for Guest Experiences?

Jack Sparrow’s compass is certainly my favorite part of his “effects” – but a phrase uttered in “Curse of the Black Pearl” becomes an ongoing line throughout the series and an important plot line by “At World’s End.” You know it… That line is spoken by Captain Barbossa to Elizabeth when she tries to leverage Read more about Do You Have A Code (Actually, More Like Guidelines) for Guest Experiences?[…]

X Marks the Spot – Lessons from a Pirate about Guest eXperience

When you hear the word “pirate,” several mental images will come to mind. Surely one of them has to be a treasure map marked with an “X.”   As referenced in last week’s post, Walt Disney’s 1950 movie Treasure Island had an enormous influence on popular perceptions of pirates – including the treasure map marked Read more about X Marks the Spot – Lessons from a Pirate about Guest eXperience[…]

That Time a Pirate Changed the Way We Talk

Designing a great Guest Experience … …with help from a pirate! The idea is not as far-fetched as you think! Drawing on inspiration from Walt Disney’s fascination with pirates – from Treasure Island to the Pirates of the Caribbean – the attraction at Disneyland and the Magic Kingdom in Walt Disney World – to the Read more about That Time a Pirate Changed the Way We Talk[…]

When Only a Pirate Will Do

Captain Jack Sparrow will soon be sailing again – at least in the latest installment of “The Pirates of the Caribbean” movies, coming out May 26. Pirates of the Caribbean – the Disney attraction, not the movies – has long been my most favorite part of any trip to Disneyland or Walt Disney World. The Read more about When Only a Pirate Will Do[…]

The Joy For Your Guest Starts Inside You

Creating customer joy requires dedication to distinctive engagement.    – Scott McKain Scott McKain’s book 7 Tenets of Taxi Terry takes a real-life situation McKain encountered that blew him away – and gave him the idea to develop 7 tenets, or principles, of excellent customer service. McKain’s seventh tenet: Creating joy for your customer will make Read more about The Joy For Your Guest Starts Inside You[…]

You Don’t Get to Define the Small Stuff

How many of you have ever been bitten by an elephant?   How many of you have ever been bitten by a mosquito?   See, it’s the little things that always get you! Joel Weldon, quoted by Scott McKain   When it comes to Guest Experiences, NOT paying attention to the little things – the Read more about You Don’t Get to Define the Small Stuff[…]

Old-School Disney is Definitely Not Old-Fashioned

The Disney organization is the greatest practitioner of Guest Experiences around today. Books have been written about what the cast members at Disney do to make people feel welcome (I know – I’ve read all of them, and own most of them). As good as books are, sometimes you need to experience learning. On a Read more about Old-School Disney is Definitely Not Old-Fashioned[…]

The Exceptional Guest Experience Requires a Designing Mind

Close your eyes for a moment and think about the last time you truly had a great experience with a company as a consumer, an experience that captured your heart, soul, mind, and spirit. What about it was special? Call it “X” – that je ne sais quoi that makes something so special. The tenth and Read more about The Exceptional Guest Experience Requires a Designing Mind[…]

How to Use Service Design in Your Guest Experience

Guest Experience leaders care about their Guests. Many leaders understand Guests and have some insight into their experiences and needs. Often, though, these same leaders struggle to turn insight into action. Fortunately, the ninth session of the summer term of the 2016 GsD program – a reading survey course – introduces solutions for this topic. This reading survey journey has Read more about How to Use Service Design in Your Guest Experience[…]

Bring “The Experience” to Your Church and Elevate Your Guest Experiences to a New Level

As my wife and I drove to our church campus recently, the drizzle became a steady downpour. While we knew that even a few drops of rain is often enough to convince people to stay in bed instead of coming to worship, we also knew that those who chose to come to our campus were Read more about Bring “The Experience” to Your Church and Elevate Your Guest Experiences to a New Level[…]