“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

Samsung Interviews Bill Capodagli – Watch for An Update!

Recently, The Disney Way was translated and published in Korea!  Samsung reported that the book is being read by numerous scholars, students and opinion leaders with “great impression.”  Recently, Samsung interviewed Bill for a special news program on the future of retail and how Disney has realized success in the retail marketplace. Watch for an update on … 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

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

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