Exploring the Connection Between Pirates and Guest Experience

When Pirates of the Caribbean: Dead Men Tell No Tales hits theaters Friday 5/26/17, it’s not just the latest Pirates movie from Walt Disney. It’s the latest stop of a long and very successful “voyage” that Walt Disney personally began in 1927, and the company that bears his name continues today. The journey we are invited to join Read more about Exploring the Connection Between Pirates and Guest Experience[…]

The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience

You usually won’t find a pirate without a weapon – most likely, several. Any self-respecting pirate will have a cutlass or sword, probably a dagger, and a flintlock pistol or two. They seem to have regular need of them… When it comes to Guest Experiences, there are also “secret weapons” that you need to have at Read more about The Usefulness of a Pirate’s Weapons and the Secret Weapons of 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[…]

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[…]

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[…]

Sometimes the Best Part of the Story is Under Your Feet

Story is the essential organizing principle behind the design of all the Disney theme parks. Imagineers interpret and create narratives for Guest to experience in real space and time. – John Hench, Disney Legend and design genius for 60+ years. To design an enhanced reality the visual elements of storytelling must be intensified, creating a Read more about Sometimes the Best Part of the Story is Under Your Feet[…]

The Language of Success: Creating a Culture of Happiness

Throughout my career, I had found that most people want to be involved in something greater than just being paid for a job. My basic story is about the two men laying bricks. When asked what he is doing, one man says, ‘I’m laying bricks.’ The other man performing the same task says, ‘I’m building Read more about The Language of Success: Creating a Culture of Happiness[…]

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[…]