Talking Point: The Disney Institute Blog

July 30, 2015 by Bruce Jones, Senior Programming Director, Disney Institute

topic_6

While it might seem surprising at first - because courtesy is what we are known for - it is not always the first priority for our Disney Cast Members. Why, you might ask? It’s because of this critic...

June 23, 2015 by Bruce Jones, Senior Programming Director, Disney Institute

topic_6

We continue to hear from a number of organizations, that attention to detail is something that too often ranks low on the list of priorities, is easily overlooked, or worse yet, is completely forgot...

June 09, 2015 by Bruce Jones, Senior Programming Director, Disney Institute

topic_6

“What time is the 3 o’clock parade?” On any given day in the Magic Kingdom at Walt Disney World Resort, you might hear Guests asking our Cast Members this seemingly peculiar question. A...

April 07, 2015 by Bruce Jones, Senior Programming Director, Disney Institute

topic_6

“I’m sorry, there’s nothing I can do.” Sound familiar? I’m sure, at one point or another, we have all heard a response like this from a business or organization when dealing with a servi...

April 02, 2015 by Bruce Jones, Senior Programming Director, Disney Institute

topic_6

In our Disney Institute service training courses and presentations that take place around the world, we teach individuals and businesses this fundamental lesson: Exceptional service is achievable fo...

March 31, 2015 by Bruce Jones, Senior Programming Director, Disney Institute

topic_6

Surprisingly, only 25 percent of Customer Experience (CX) professionals say their company’s CX programs actually improve customer experience. That’s according to Forrester Research, who recently hos...