Mark passed away suddenly last week, but he will always be with us in spirit… The ACTS culture and set of core values have driven the company to reach the upper echelon of senior living organizations in America. Mark said: “Much like The Disney Way, we believe the ACTS loving-kindness model sets a standard for … Read more
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
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
The benefits of fully “engaged” customers are well documented. We wrote about them in The Disney Way 3e. For years, the Gallup organization has been tracking the effects of customer engagement on a daily basis. They report that a fully engaged customer represents a 23% premium in terms of market share, revenue and relationship growth. … Read more
On October 3 1863, in the mist of the Civil War, President Lincoln issued a proclamation setting aside the last Thursday in November as a national day of thanks. However, the true credit for Thanksgiving may be the result of the children’s poem “Mary Had a Little Lamb” by Sarah Josepha Hale. Being born and raised … Read more
Austan Lundeen, Communications Student at the University of Minnesota, Duluth interviews Bill Capodagli: What form of education did you need to prepare you for your consulting career? My degrees are in Economics and Mathematics. These have been very helpful with the technical part of our consulting practice – helping clients with measurement, statistical process controls … Read more