Talking Point: The Disney Institute Blog

A Global Business Truth: “it’s a small world”

April 10, 2014 by Bruce Jones, Senior Programming Director, Disney Institute

Today, the iconic “it’s a small world” attraction at Disneyland celebrates its Golden anniversary. Originally created for the 1964 New York World’s Fair by Walt Disney in support of the United Nations Children’s Fund (UNICEF), the attraction was later relocated to Disneyland park. Recognized by the classic song, written and composed by Richard and Robert Sherman, “it’s a small world” teaches the business world a global lesson.

Theres so much that we share that its time were aware,
Its a small world after all.

These words ring true for your organization, your clients, your customers and your competition. Often times, individuals can get caught up in the daily stress, priority lists, full inboxes and meetings to recognize the fact that that everyone they interact with has a story. Despite modern technological advances that limit face-to-face communication, the human connection remains at the heart of all organizations.

How can this truth impact your organization?

  • Your people: The dolls in this attraction represent real people from around the world and we develop an emotional bond with them – we care for them. Providing genuine care for the individuals in your organization is a crucial element to success. Genuine care extends beyond the traditional benefits expected from a job. It relates to showing respecting and valuing those on your team as human beings. This perspective should be embedded in the company culture.
  • Your customers: At Disney Institute, we have learned that the extent to which you genuinely care for your people is the extent to which they will care for your customers – and each other. This concept is deeper than “happy employees = happy customers”. Engaged employees who are deeply invested in their role and team will carry this dedication to the interactions they have with your customers. By fostering the human connection and the importance of the individual, employee and customer transactions are transformed into interactions.

Most individuals we have met want to feel genuine care and share genuine care with others. It is “a small world after all.”

How does your organization create an emotional bond with people?


You can participate in this historic celebration by recording and sharing an online video of yourself singing “it’s a small world” on our new global online hub SmallWorld50.com. At the site, you can also create virtual “it’s a small world” dolls to share with your friends. The Walt Disney Company will donate $150,000 to benefit UNICEF in honor of the 50th anniversary of “it’s a small world,” plus $1 for every sing-along video recorded on SmallWorld50.com and another $1 for every virtual doll created on the website, up to $100,000.


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 Business Excellence | Tagged Business Excellence, Company Culture, Employee Engagement, Customer Service, its a small world, Disneyland, Bruce Jones

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