Talking Point: The Disney Institute Blog

You hear customers, but are you listening to employees?

December 29, 2011 by Stacey DiNuzzo, Public Relations Manager, Disney Institute

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 management? Post your comments below.

Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form

Posted in Employee Engagement | Tagged Disney Institute, People Management

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