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 PLACE Where You Welcome 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 PLACE Where You Welcome Guests[…]

One Little Spark! Marty Sklar and Mickey’s Ten Commandments

The following is a repost, dedicated to the memory of Disney Imagineer Marty Sklar, who passed away July 27, 2017, at the age of 83.   Disney Imagineer Marty Sklar, who retired in 2009 as the only Disney employee to have participated in the opening of all eleven twelve theme parks around the world, is noted Read more about One Little Spark! Marty Sklar and Mickey’s Ten Commandments[…]

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[…]