Last week on Talking Point we discussed the reasons that the majority of organizational change fails. Of course knowing the cause of failure is only half of the battle. Let’s discuss several things you can be doing right now to help ensure that the change your organization seeks becomes a reality.1. Talk to Your Colleagues:  Have an honest, open dialogue with your trusted colleagues as to whether or not challenges (listed in our previous post) exist. Once you have identified the gaps, begin to develop a long-term strategy to address the issue.2. Assess Your Organization: Don’t shy away from the awkward conversation. Sometimes the conversation that needs to be had the most is the "elephant in the room."3. Utilize Your Resources: Rick Maurer, aut …… Continue reading →

In an article published by Rick Maurer author of "Beyond the Wall of Resistance," he points out that, “70 percent of all changes attempted in organizations fail.”These failures, of course, have consequences. In addition to wasted costs/resources and lost opportunities are the less obvious cynicism and fear that plague future attempts at change. Additionally,Maurer lists the following four reasons for unsuccessful change:1. Lack of Knowledge: “The knowing-doing gap,” a book by Jeff Pfeffer and Robert Sutton, found that there is a large gap between the knowledge that people possess and the amount of knowledge that is applied. “Piling up more knowledge” isn’t necessarily the answer, it’s figuring out its application.2. Lack o …… Continue reading →

It is somewhat common to hear that an organization is seeking to lead their industry in growth or revenue, but how often do those organizations seek to become a creative leader? At Disney, creativity is defined as the collective expression, analysis and implementation of new ideas within an organization. It would be easy to assume that an organization must have a flashy or cutting-edge product to be perceived as "creative," yet every business has the potential to be creative. Creativity is the process by which an organization cam break through the status quo on a path towards achieving continuous innovation. So how is this creativity born? Start simple. Keep some crayons on your desk. Work with others in an unfamiliar setting. Eat something different. Breaking routine is a great way to spark your creative energy.Have you brought a sense of creativity to something unsuspected? When are you most …… Continue reading →

At Disney we live by the mantra, “By celebrating success, we create a culture of success.” In a hectic work environment, it can be easy to overlook accomplishments and focus on shortcomings. While constructive criticism is important, so is recognition.At Disney we recognize:• Above and beyond Guest service• Outstanding Performance• Behaviors• Cast Member milestones with the companyWe recognize our cast members’ efforts in many ways including:• Global Programs• Area Recognition Programs• Personal, face-to-face thank you’sWhen our Cast Members are happy and feel appreciated …… Continue reading →

George Head, Vice President of Walt Disney Imagineering said this about creating a collaborative culture, “It’s about creating an environment where people can think and develop new ideas and new technologies.” A truly collaborative culture is one in which people feel comfortable not only expressing their ideas but also analyzing, critiquing and acting upon them. The key to the success of a collaborative culture is building genuine relationships between people so that ideas can be expressed honestly and without fear. The Five Key Components of a Collaborative Culture are: • Passion for the purpose • Shared Values • Communication • Trust • Variety of Perspectives What can you do/have you done to ensure that your organization is creating a collaborative culture?Continue reading →

“Telling a story through setting means getting the details right.” - John Hench, Disney ImagineerImagine walking into your favorite store. As you drive to the front entrance you notice the landscaping and the signage out front. Walking inside you notice the cleanliness of the sidewalks. As you approach the double doors, is it obvious which to enter? Do I push or pull it open? Now you’re inside, is it clean and orderly?Your setting will create an impression of your organization in the customer’s mind, it should also be used to assist the customer experience. Disney’s theme parks, for example, are based around one central hub to ease the navigational challenges Guests may experience in an unfamiliar environment.Below are several distinct and unique settings. What does each say about the business? Which are you most drawn to and why?Continue reading →

It’s no secret that Apple has been dominating the news this Fall—from the release of the iPhone 5 to patent infringement wars with Samsung. The latest firestorm for the technology giant has been the letdown of their new Maps app, meant to replace Google Maps, which was previously available on all iOS devices.Launched on Sept. 21, the Maps app was quickly put to the test by eager early upgraders, only to be let down by the application, which many criticize as has having an “unfinished feel.”A rare flub for Apple, the misstep did not go unnoticed by CEO Tim Cook, who released a statement just one week later: "While were improving Maps, you can try alternatives by downloading map apps from the App Store like Bing, MapQuest and Waze, or use Google or Nokia maps by going to their websites and creating an icon on your home screen to their web app.Continue reading →

It’s a safe bet that most would understand the right way to treat a customer, after all, isn’t it really just the way the we want to be treated ourselves?It’s important that:• We’re made to feel special• We’re treated as an individual• We feel as though our children are being respected• The employee is knowledgeable about the productSo how do we “make our employees be nice?” It starts with the way your employees are treated, but the tasks are no different. Look again at what is important to your customer, and translate that into how it is important to your employees.• Employees want to feel special• Empl …… Continue reading →

With a background in entertainment management at The Walt Disney Company and two advanced degrees to back it, Sean Bliznik, a Content Expert at Disney Institute, knows quality service. Starting out in retail, he learned its importance first hand.Before his time with The Walt Disney Company he found himself in a front line role that was not a good fit for him. He experienced what many businesses struggle with—maintaining consistent, high-quality service. Deficiencies in the role (as well as in training) taught him about the importance of deliberate service and its role in maintaining efficiency within the organization.“For many leaders—managing the Guest experience is the world you live in everyday,” Bliznik said, arguing that good service can’t be expected from front line Cast Members if it’s not being demonstrated to them by management. He believes that attitude will trickle down to the front line Cast Members, and then, to the Guest.Think about your business m …… Continue reading →