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Inside the Magic Kingdom

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

The Rabbit Hole is written by Blas Moros. To support, sign up for the newsletter, become a patron, and/or join The Latticework. Original Design by Thilo Konzok.

Summary

  1. 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

  1. Disney, above all else, is centered around customer satisfaction
  2. Disney is tough business-wise but warm and welcoming with customers
  3. For software, a 1% rise in customer retention leads to 7%+ rise in profits
  4. 7 key lessons
    1. 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
    2. Pay fantastic attention to detail
    3. Everyone walks the talk
    4. Everything walks the talk
    5. Customers are best heard through many ears
    6. Reward, recognize and celebrate
    7. 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
  5. Disney considers customer’s guests, employees cast members and orientation as passing down traditions
  6. Real key is turning common sense to common practice
  7. 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
  8. 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
  9. There are definite correlations between employee satisfaction and customer satisfaction
  10. Two most common byproducts of great success are arrogance and complacency
  11. Strong correlation between employee training spend and corporate profits
  12. 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
  13. 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

  1. A quick read on Disney’s key differentiators put into an engaging narrative