Talking Point: The Disney Institute Blog

July 25, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

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“If you do not make an emotional connection with customers, then satisfaction is worthless.” That’s according to a Gallup publication titled, “Customer Satisfaction Doesn’t Count.&...

March 05, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

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Your service experience should be designed around the needs and wants of the _______________. You probably said customer without even thinking, and you would be correct. But in order to do this, y...

February 14, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

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Attention to detail can sometimes be an overlooked nuance that some organizations bump down on the list of priorities.At Disney, attention to detail has become somewhat of an art, stemming from our fo...

January 17, 2013 by Lance Koenig, Marketing Manager, Disney Institute

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Have you heard? @DisneyInstitute is tweeting LIVE from Disney’s Approach to Quality Service right now at the Walt Disney World® Resort. It’s a special look at the program showcasing the time-tested be...

December 20, 2012 by Bruce Jones, Senior Programming Director, Disney Institute

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When it comes to the customer service experience, why simply meet expectations when you can exceed them?At Disney, we call this the “wow factor." There is one thing that every guest brings with them w...

November 20, 2012 by Bruce Jones, Senior Programming Director, Disney Institute

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Smiles, cheerfulness, kindness and generosity are all things we usually associate with the holiday season, but not as often, with the customer service we receive. But why is this so often the case? Fo...