Around the World in 31 Days

That’s World, as in Walt Disney World – traveling in all sorts of vehicles.   In 2017, I was able to be at Walt Disney World for 31 days. Thanks to the unexpected generosity of two of my kids, my 2016 Annual Pass was renewed for 2017. That, coupled with a lot of client work Read more about Around the World in 31 Days[…]

Building Our Very Own Disney Castle

Next to Mickey Mouse, the castles found in Disney parks around the world are the most iconic symbols of the Disney empire. Drawing from real-life castles from Europe, throughout the past decades Disney’s Imagineers have created castles of every shape and size that have captured the hearts of millions world-wide. Designed to be a visual Read more about Building Our Very Own Disney Castle[…]

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[…]

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[…]

Two Days at the Disney Lab: Uncovering the Secret of Disney’s Magical Guest Experiences

Note: In 2013 I had the opportunity to spend two concentrated days at Walt Disney World, and the result was the following series of posts on my Top Ten Takeaways. I’m reposting them beginning today, with a few updates. It’s timely, because when this series ends, I will be onsite at Walt Disney World, where all Read more about Two Days at the Disney Lab: Uncovering the Secret of Disney’s Magical Guest Experiences[…]

If You Want Your Guests Engaged, Start With Your Team First

Are you happy to have “satisfied” Guests? The better question should be, “Are your Guests ‘engaged’”? Guest engagement may be a goal of your hospitality ministry, but there’s another type of engagement you must first address: team engagement. On a recent Guest Experience field trip to Walt Disney World, I spent 3 days observing Cast Read more about If You Want Your Guests Engaged, Start With Your Team First[…]

Paying Attention to Small Details Delivers the Big Picture

To design most effectively for our guests, we learned that we had to observe them up close, waiting in lines with them, going on rides with them, eating with them. Going out into the park taught us how guests were being treated and how they responded to sensory information, what worked and what didn’t what Read more about Paying Attention to Small Details Delivers the Big Picture[…]

How Walt Disney’s Vision for Guest Experience Lives On Today

Cinderella’s Castle is beautiful from every angle… …but the most interesting view is underneath. Deep underneath Cinderella’s castle in the middle of the Magic Kingdom is a utility corridor running from Main Street Square to Fantasyland. There is also a circular corridor running around the circumference of the Magic Kingdom. Though it gives the appearance Read more about How Walt Disney’s Vision for Guest Experience Lives On Today[…]

Make Sure Your Last Impression is a Lasting Impression

Tonight kicked off a whirlwind 2-day adventure at Walt Disney World where I plan to visit all 4 parks, meet and talk with Cast Members about Guest Experiences, and generally continue to immerse myself in an environment where the most amazing Guest Experiences in the world take place everywhere, every day, and in every way. But Read more about Make Sure Your Last Impression is a Lasting Impression[…]

From Beginning to End – A Field Trip to the Magic Kingdom

Last summer I had the opportunity to stop by the Magic Kingdom for a Guest Experience field trip. It started with a 5:45 AM arrival at the Travel and Transportation Center (the parking lot serving the Magic Kingdom) for some interaction with the Cast Members who make up the most amazing parking team anywhere. The Read more about From Beginning to End – A Field Trip to the Magic Kingdom[…]