If theres one thing Disney likes to do, its listen. We listen to our guests, even when they say things we may not like. But we also listen to cast members (Disney-speak for employees).  Walt Disney used to always say that if you want to find out what’s REALLY happening in your business, talk to the people on the front lines. As usual, Walt was on to something. Some of our best ideas over the years have come from the front lines -- including the massively popular rental stroller program at the Walt Disney World Resort in Florida. This program allows guests to simply remove a name card from the stroller they are using, board a train or an attraction, and put the card in a different stroller when they debark. The cost for implementing this revolutionary program? Next to nothing.What could your employees tell you that might be a game-changer for your customers? If you are an employee, what ideas do you have for m …… Continue reading →

Throughout the year, Disney cast members take part in what we call Cross-Utilization. Its a simple concept, but not one that many companies implement. We send leaders, managers and office workers into our theme parks to help out during peak seasons such as Christmas and New Years. Its a great way for all of us to remember why we are here: To make people happy. But for Disney Institute, theres an added bonus. We get to learn lots of new things about our theme park and other business operations, which we then pass along to all of you.Disney Institute facilitators Lisa and Tom recently had a chance to work in one of the quick-service restaruants at the Magic Kingdom. Upon arrival they were given a card listing the Top Ten Simple Things to Do in a quick-service environment. Check it out:Open the doorContinue reading →

To celebrate Disney Institutes 25th anniversary, we recently released an updated edition of our bestseller Be Our Guest: Perfecting the Art of Customer Service. Our latest edition reveals even more secrets behind Disneys best practices and key processes.  Disneys success stems from our company-wide best practices including leadership excellence, people management, quality service, brand loyalty and creativity and innovation, all of which are highlighted in Be Our Guest. This new version boasts fresh updates and stories that highlight the past decade of Disney customer service.  Interested in perfecting the art of customer service in your organization? Copies of Be our Guest are currently available on Amazon …… Continue reading →

Hi, Im Stacey, Public Relations Manager for Disney Institute. Ive always considered myself a kick-the-tires kind of girl. I cant ever stop wondering, "How does that work?" So when I had the opportunity to come to Florida and work for Disney Institute, I jumped. Disney Institute takes guests behind the scenes of The Walt Disney Company so they can understand not only how our shows and attractions work, but also the business strategy behind them and the people who bring them to life. Who hasnt wondered how Disney keeps so many cast members so happy all the time? Through Talking Point, the Disney Institute blog, well bring you stories from program facilitators traveling the globe, delivering business programs to organizations from many different industries. You can also expect to see how companies have used what theyve learned from Disney Institute to improve their own customer experience.I have a background in newspaper journalism, so I ask a lot of qu …… Continue reading →