Talking Point: The Disney Institute Blog

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

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Providing an outstanding customer service experience for our Guests is a foundational element of the Disney organization. The experiences, and more specifically, the resulting emotions from these ex...

October 22, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

topic_6

Disney is always striving to improve the customer experience, or what we might call the "Guest experience." Be it an attraction, a technology, or a process, the continuous improv...

September 17, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

topic_6

I recently received an email from one of my fellow Cast Members with a link to a blog at Huffington Post which re-tells the story of a little boy with autism whose day was made by a Cast Member wh...

August 27, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

topic_6

Where does exceptional service occur? A customer’s perception of the “where” is an equally important element of the overall customer experience and can be summed in two words: everything speaks.Suppos...

August 13, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

topic_6

At Disney, we know that an individual customers overall experience manifests itself through a multitude of touch points; therefore, you must intentionally manage every aspect of that service experie...

August 08, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

topic_6

A service failure has occurred and you owe it to the customer to provide a recovery, but you simply cannot give the customer what they are asking for. What happens now?As we discussed on Tuesday, some...