Collaboration. To some, that word denotes a daily headache. To others, it's an effective way of producing high-quality work. Either way, it’s an important concept that can propel your business in a better direction.  Collaboration is key to making any business run smoothly. Recently, we asked some members of our team to share their thoughts on effective collaboration.   What obstacles get in the way of good collaboration? •  Lack …… Continue reading →

Safety, courtesy, show and efficiency – these four quality standards are the undercurrent for making magic daily at Disney. To help address efficiency, we created Disney’s PhotoPass Service to help Guests quickly capture family memories while in our theme parks.  Guests receive a PhotoPass card from a Disney photographer to keep and load photos during their entire vacation. The card can later be used to order images online. This creates a better guest experience and smoother flow of traffic in our theme parks. You may not interact with thousands of customers on a daily basis, but you can still apply our quality standard of efficiency to your line of business. What can you do  to improve efficiency for your customers?  Continue reading →

With smart phones and search engines, the ability to gather information is virtually limitless. With just a few key strokes, you can answer almost any question. But does that mean you have wisdom? At a recent staff meeting a member of our team discussed the difference between knowledge and wisdom. Younger generations can acquire knowledge rapidly because of the fast paced world in which they were raised. Wisdom, however, can’t be instantly acquired. Wisdom takes time to acquire and comes from experiences, mentoring and quality relationships. Older generations have the ability to share their wisdom to guide younger generations in ways that a search engine will never be able to.At Disney, we believe you need both wisdom and knowledge to be a successful leader. Both younger and older generations have the ability to share with each other. The healthy balance of blending wisdom and knowledge ensures today’s leaders understand the …… Continue reading →

At our World of Disney store in Downtown Disney, memorable moments are created every day when the store opens. Right before the opening, Cast Members and Guests gather near the front of the store to prepare for the daily “rope drop.” Cast Members clap and cheer in anticipation of the store’s opening while highlighting specific guests in the crowd to announce the official daily opening of World of Disney. This simple ceremony creates a daily connection between Cast Members and Guests.The point, memorable moments don’t have to cost a fortune, or any money at all. By building excitement around “ordinary events” you will create memorable moments for your Guests and further the connection with your brand. …… Continue reading →

We recently sat down with several members of our team and asked “How do you create brand loyalty?” In turn, they posed the question “Why do people come back to our brand?” Often, first-time customers turn into repeat customers and eventually become lifelong customers because they have an emotional connection with a brand. Take Mickey Mouse for example; merely mentioning his name in our office immediately evokes a smile on our faces. Establishing a strong emotional connection with your brand means your consumers care and are invested in your product or service. Remember that a brand is the perceptions and experiences your customers have with your people, company, product or service. A brand thrives and survives by the stories consumers tell. It’s then up to your organization to employ branding through the tactics used in storytelling through logos, slogans or package design.  Why do customers come back or visit just …… Continue reading →

It is important to teach and train employees to focus on purpose rather than tasks. At Disney, our purpose is to create happiness for guests of all ages, everywhere. We look for opportunities to provide happiness and magic with the guest experience while doing a task. Stopping a task to fulfill a purpose creates magic for both cast members and guests. Make sure everyone in your organization understands the ultimate goal; provide constructive criticism and schedule weekly meetings with managers. This way, everyone will be on the same page to fulfill your organization’s purpose.  …… Continue reading →

It’s not uncommon to hear cast members say they have been with Disney for 10, 15, 30, even 50 years. Part of that is their love for the brand, but its also because they love the Disney culture and feel valued in their jobs. Whether you are a custodian or an executive, you want to feel like you are making a contribution. We have a variety of ways in which we hear our cast members and recognize their contributions. First and foremost, leaders in our organization are expected to listen to cast member ideas and seriously consider them if they are viable. This is not only good for our cast members, but good for business! Some of the best operations in our theme parks came as a direct result of cast member feedback. How does your organization listen to employees? Are you set up to encourage long-term careers?  …… Continue reading →

Take the extra time to see things from your customer’s perspective and go the “extra inch” to make the experience better. We strive to exceed expectations through a series of small magical moments by paying attention to details to delight our guests. These little moments of magic add up to one amazing experience where all guests feel like VIPs (Very Individual Persons).How can your organization go the “extra inch” for customers?  …… Continue reading →

Saying no can stop a brilliant idea dead in its tracks. Thats why at Disney, we like to use the phrase “Yes, and…..” to build on an idea. This tells the originator that you hear and acknowledge them, and that you have more to add. We also discourage the use of statements such as: “That will never work.” They can hinder creativity. What does your company do to keep the creative juices flowing? …… Continue reading →