Rainbow Babies & Children’s Hospital – A Disney Way Success Story – National Hospital Week

From The Disney Way 3rd Edition: Dr. Claudia Hoyen, Director of Innovation, University Hospitals, Cleveland, Ohio: “By employing the principles learned from The Disney Way [training], we are working to tap into our largest resource: our patients, their families, and the thousands of caregivers and support staff.  Through them, we have found new ways to help … Read more

Consistency in Service, Product and Setting: Little Things Matter!

I recently stayed for a few days at a fabulous five-star oceanfront hotel.  On the first morning, I ordered a side bowl of fruit for breakfast.  Much to my delight, the waitress delivered a beautiful bowl of mixed fruit in a generously sized soup bowl. The next morning, I decided to order the fruit again, … Read more

A “Disney Way” Customer-Centric Culture in Local Government?

As a consultant, I have worked with numerous local governments who are seeking to achieve a “Disney Way” customer-centric culture. Walt Disney once said, “The city of tomorrow ought to be a city that caters to the people as a service function.” PricewaterhouseCoopers (PwC), an internationally acclaimed professional services firm, suggests five drivers for the … Read more

The Walt Disney Company – Still a Benchmark for Excellence

Like all organizations, The Walt Disney Company makes mistakes. Had the management listened more attentively to Cast Members’ reports of Guests feeding the ducks and alligators in the Seven Seas Lagoon, perhaps the tragic death of 2-year old Lane Graves could have been prevented. Yet, for over 40 years, there has never been an incident … Read more