The Story of a Pirate and His Ship – and the Bigger Story Behind It

What would a pirate be without a ship? For Captain Jack Sparrow, however, his ship, the Black Pearl, was more than just a ship. “Wherever we want to go, we go. That’s what a ship is, you know. It’s not just a keel and a hull and sails; that’s what a ship needs. Not what Read more about The Story of a Pirate and His Ship – and the Bigger Story Behind It[…]

How to Create an Authentic, Irresistible Environment for Your Guests

In a sense, Disneyland is a stage – a most unusual stage.   Members of the Disneyland stage, unlike the audience at a movie 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 touch Read more about How to Create an Authentic, Irresistible Environment for Your Guests[…]

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[…]