Exceeding expectations

Disney University exterior
This is where Disney World Cast Members spend their first day, learning the foundational Guest Service architecture.

Exceeding expectations.

This is the key to great customer service.

Yet we measure for CSI – Customer Satisfaction Index.

In healthcare, it’s called Patient Satisfaction.

We measure for satisfaction and we solve with an organization (and personal) aim that is far to low.

And because this is pervasive, it has become the accepted standard.

My mission is to change that standard by radically changing the aim.

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Leadership Involvement challenges

Disney road sign
Heading home after the U-Turn drop-off.

Recall a time when your commitment came easy in doing important work. What allowed that to happen?

Recall a time when you were on a team where it was easy for everyone to be committed. What allowed that to happen?

What are the similarities between your commitment and the team’s commitment?

Recall a time when you struggled to be committed. What held you back?

Recall a time when you were on a team that wasn’t committed. What held everyone back?

Now, think about your current commitment level. What’s to gain? What’s to lose?

What and how can you replicate what worked for you before? What and how can you replicate what worked as part of a committed team?

Back to your commitment and the power it holds…

Why is moving from fully compliant to fully committed a challenge? What if it wasn’t?

Do you believe there are scalable success factors that you can use to architect the desired commitment level?

Why or why not? 

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Disney’s backstage is not only a physical space

The Incredibles on vacation
Brochure in our Disney Cruise Line stateroom last Summer.

Disney’s backstage is not only a physical space, it’s also a psychological space.

It’s a place where you can mentally take a break, not just physically.

Without a cultural place to decompress and checkout, employees (Cast Members) would be left with only one option – decompress and checkout onstage.

Try to imagine.

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We know great employee engagement is a competitive advantage

Disney Employee Speakers
Branded photo?

Any leader and any organization, in any industry, can architect world-class employee engagement using systems and processes they control. World-Class Employee Engagement is not reserved for special organizations that have secrets others don’t and never will have. Exceptional engagement is built with four fundamental blueprints. Jeff’s Disney Keynote will be interactive, fun, thought-provoking, and comes with a personal challenge for every participant.

Every company has a culture that is either by design or by default. You’ll unpack Disney’s indispensable secret for organizational vibrancy – a culture by design that is operationalized through the four human resource practices of hiring, training, inspiring, and valuing.

There are four engagement strategies for creating, sustaining, and improving organizational habits. You’ll also learn a blinding flash of the obvious – culture is what employees think and do, without thinking. Jeff reminds leaders that what we accept by default (in a busy world) becomes the company standard.

Great organizations learn to over-focus on the same things others under-focus on or ignore.

Most organizations focus on the day-to-day operations out of necessity and slowly erode the founder’s DNA to a distant memory. Profit becomes the goal when it should be viewed as the reward. 

You’ll learn the business insights that Disney uses to architect organizational vibrancy and discover how these very insights can be easily applied to any organization (small to large), in any industry, and can be seamlessly integrated into the way you hire, train, inspire, and value every employee.

Expect to be wowed. Expect to have fun. Expect to be enlightened. Expect to be put to task. You deserve it. C-ya real soon.

BIO:

Jeff Noel is a 30-year Walt Disney World Leadership veteran, two-time Disney Lifetime Achievement Award recipient, a published author, and highly-sought business advisor, helping Fortune 500 companies worldwide achieve greater success through a series of programs focusing on Jeff’s unique approach and architecture for World-Class Organizational Vibrancy. He has spent his life deconstructing and then reconstructed Disney’s DNA into clear, concise, and compelling business insights. Jeff not only helps you see remarkable opportunity, but he also engages you in wonderfully participatory ways so you actually “feel” his context-neutral insights – it’s the “feeling” of these insights (and the simple architecture) that will motivate, excite, and inspire you to create a future that’s better than now. Much better.

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This website is about our BODY. To read today’s post about our SPIRIT, click here.

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Well aware of being able to ride a bike to Magic Kingdom every day

Disney Leadership speaker
Walt Disney, salute.

 

Well aware of being able to ride a bike to Magic Kingdom every day, from home.

Like the past three days.

Well aware Walt Disney died on this day (Dec 15) in 1966.

Acute circulatory collapse.

i wrote about it (here) two months ago on October 15.

 

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This website is about our BODY. To read today’s post about our SPIRIT, click here.

If you want to stay on this site and read more posts from this Blog, click here.