Talking Point: The Disney Institute Blog

DThink Twitter Chat Recap: Designing Customer Service

June 05, 2014 by Bruce Jones, Senior Programming Director, Disney Institute

Yesterday, we hosted our monthly D’Think Twitter Chat, where we discussed the topic of designing customer service with Disney Institute facilitator, Kendal Jolly. We had an excellent dialogue with our Twitter community who shared insights based on their own experiences of designing and delivering customer service within their own organizations.

We opened our discussion with the question: "Why is it critical to consistently overmanage all processes, procedures and customer touchpoints?" Our community provided interesting and compelling thoughts to support the idea that exceptional service never emanates from mass improvisation; service must be painstakingly "designed" across the entire system.  

Click here for a FULL RECAP of the Chat.

Here are a few highlights:


At Disney Institute, we encourage organizations to intentionally overmanage certain things that most other companies undermanage or ignore. Exceptional service is achievable for every organization because it is ‘architechted’ from systems and process that you control.

To learn more, take a look at: Why Disney Doesn’t Micromanage; It Overmanages and Success Is In the Details: How Disney Overmanages the Customer Experience.

Tell us – What do you think is most critical when designing customer service?

We’d love to hear from you!
Post your response below, or respond to us on Facebook or Twitter using Hashtag #DThinkBlog.

Mark Your Calendar!
Join us for our next D’Think Twitter Chat on Wednesday, July 2 at 12 p.m. Eastern / 9 a.m. Pacific when we will discuss another engaging topic.

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 Quality Service | Tagged #DThink, DThink, DThink, Twitter, Chat, Service, Overmanaging, Bruce Jones, Kendal Jolly

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