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[…]

An EXCEPTIONAL Guest Experience – The PEOPLE Involved in Welcoming Your Guests

At Auxano, we’ve walked with more than 500 churches through a process called the Guest Perspective Evaluation. And when they’re done, they all ask, “What’s next?” Amazingly, most church leaders don’t actually have a plan they can use to improve their Guest Experience! Ask them about their strategy and you’ll discover it boils down to Read more about An EXCEPTIONAL Guest Experience – The PEOPLE Involved in Welcoming Your Guests[…]

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[…]

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?[…]

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[…]

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 Customer Rules: The 39 Essential Rules for Delivering Sensational Service

We’ve all heard the phrase “the customer always rules.” Lee Cockerell, former executive vice president of Walt Disney World, shares the 39 indispensable Rules for delivering the sensational service that keeps customers coming back for more. GsD Summer Term 1 Survey of Customer Experience Literature Text: The Customer Rules Author: Lee Cockerell Synopsis: The former Read more about The Customer Rules: The 39 Essential Rules for Delivering Sensational Service[…]