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
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
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
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
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
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
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
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
Walt Disney once said, “We allow no geniuses around our studio.” He inspired his coworkers to dream, and he believed that everyone was creative. Our favorite way to capture some “Disney magic” from an entire organization by championing a Dream Room. You can begin by selecting a vacant office or small conference room that may be used for … Read more