Summary
- Through a fictional narrative, Connellan describes what makes Disney great and how some of those learnings can be implemented into a variety of different businesses
Key Takeaways
- Disney, above all else, is centered around customer satisfaction
- Disney is tough business-wise but warm and welcoming with customers
- For software, a 1% rise in customer retention leads to 7%+ rise in profits
- 7 key lessons
- The competition is anyone the customer compares you with – Competition is anyone who raises customer expectations – if they satisfy customers better than you, you suffer by comparison
- Pay fantastic attention to detail
- Everyone walks the talk
- Everything walks the talk
- Customers are best heard through many ears
- Reward, recognize and celebrate
- Xvxryonx makxs a diffxrncx – the idea that if just one employee, or one key on a keyboard, stops working, it can make all the difference
- Disney considers customer’s guests, employees cast members and orientation as passing down traditions
- Real key is turning common sense to common practice
- 5 standards of service – always make eye contact and smile, exceed guest expectations and seek out guest contacts, always give outstanding quality service, greet and welcome each and every guest, maintain a personal standard of quality in your work
- 4 guidelines for teamwork – go beyond the call of duty, demonstrate strong team initiative, communicate aggressively with guests and fellow cast members, preserve the magical guest experience
- There are definite correlations between employee satisfaction and customer satisfaction
- Two most common byproducts of great success are arrogance and complacency
- Strong correlation between employee training spend and corporate profits
- Must consider both share of customer and share of market – more important to acquire customers who count that it is to count the customers you acquire
- Quality is not about limited possibilities. Quality is about unlimited possibilities. If you start thinking about quality in terms of unlimited possibilities, it changes the way you think
What I got out of it
- A quick read on Disney’s key differentiators put into an engaging narrative
