Talking Point: The Disney Institute Blog

Using "The Compass" to Create a Culture of Care

February 07, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

It’s a mantra at Disney, "Happy Cast equals happy Guests." That’s because we believe that an outstanding customer service experience begins with our Cast Members. Creating a culture of care doesnt come from communication or training programs alone, but with an attitude and approach that lets Cast Members know that they are appreciated.

Of course, there is also a structured and systematic approach to providing that outstanding customer service experience which focuses on the needs, wants, stereotypes, and emotions of our Guests. We call this tool "the compass."

For more about "the compass" and developing a culture of care from the perspective of Fast Company contributing writers, Nick Nanton and JW Dicks, visit http://bit.ly/TPJTEk.

We want to hear from you — after reading the article, tell us how you could apply the four points of "the compass" to your organization. How have you applied them already?

Photo Credit: FastCompany.com

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 Quality Service, Culture of Care, Selection, Training & Enagagement, Employee Engagement | 0 Comments

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