“The Love Bank” – The Power of Customer Engagement

  “When we feel love and kindness toward others, it not only makes others feel loved and cared for, but it helps us also to develop inner happiness and peace.” – Dalai Lama   During this past holiday season, Lynn and I were often delighted by the refreshing reports of random acts of kindness that … Read more

Grand Haven Charter Township Newsletter

  DISNEY WAY UPDATE Volume I, Issue I, 08/18/17 Story, Values and Code of Conduct Approved by Board On August 14, 2017, the Township Board unanimously approved the Story, Values, and Codes of Conduct for Grand Haven Charter Township that were developed by Township employees. Thank you to Stacey Fedewa, Tom Gerencer, and Andrea Sandoval … 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

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

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