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[…]

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[…]

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[…]