The Disney Way in Royal Oak, Michigan

In the words of Kayla Barber-Perrotta, The Disney Way Customer-Service Champion/Management Analyst: “Prior to sending our employees through “Disney Way” training, morale was low amongst Royal Oak employees. Many had experienced the cut-backs and increasing workload brought about by the recession, and were frustrated by a lack of time, resources, and general hope. Since the “Disney … Read more

Take Accountability for Your Career – The Talent Revolution Begins with You!

  Three weeks ago I wrote about the talent revolution (February 2, 2017). The essence of the piece is that too many organizations fail to develop talent; instead they treat employees as a commodity of “warm bodies”. However, employers do not deserve all the blame…often employees fail to take accountability for their own careers! I … Read more

Do Not Look at Efficiency in a Vacuum!

The business dictionary defines efficiency as: “The comparison of what is actually produced or performed with what can be achieved with the same consumption of resources (money, time, labor, etc.).” In today’s fast-paced volatile economy, what organization would not be concerned about efficiency? However, too many companies use efficiency as the driving force to do … Read more

A Talent Revolution Can Drive Your “Disney Way” Customer-Centric Culture

Too many organizations view their employees as merely a variable expense. Sure, CEOs will tell you that employees are their “number one” asset. But, they also say, “We manage turnover, and dispose of assets.” That never works in a “Disney Way” customer-centric culture. Let’s consider how Disney, an athletic team, a symphony orchestra, a Broadway … Read more

Engagement Begins with the Leader

After all the times I have written, lectured and directed leaders about the benefits of “engagement”, here I go again. Indeed, the benefits of engaging customers are staggering…period. According to Bain Consulting Group, since 2001, “engaged” organizations have outperformed the S&P average cumulative share price by margins up to 99%! Simply stated, the reason why … Read more

The “Magic” Words that Can Increase Productivity Over 10%!

No, it is not Bibbidi-Bobbidi-Boo, Supercalifragilisticexpialidocious, or even Meeska, Mooska, Mickey Mouse. It’s the simple, yet powerful, words your Mother taught you from the time you were just out of diapers: “PLEASE” AND “THANK-YOU!”   It seems that those words were spoken in yesteryear a lot more frequently than they are today. So, where have … Read more

Stop Commodity Mentality: “What ever you do, do it well.” Walt Disney

Happy New Year!  Start the New Year out right by never assuming your product or service is a commodity. How many times have you thought, “We don’t have the time, money, or talent to innovate.” Or, “Our product is really a commodity, so we have to just make sure we can produce it at the … Read more

All I Want for Christmas is the “Magic Formula” to Lead Millennials?

HAPPY HOLIDAYS FROM CAPODAGLI JACKSON – BILL, LYNN AND OUR MASCOT ELLI! Many of my Generation X and “Boomer” clients would like to receive a special Christmas gift this year – one that won’t fit under their tree:  the “magic formula” for leading Millennials. By 2020, one in three American adults will be a Millennial … Read more