agenda

By: Tom Connellan

PUTRI ARINDA & DEBORAH CHARLES

Seven Keys to Disney’s Success

INTRO • Opened Oct. 1, 1971• Iconic destination for millions of

families around the world.• Home to four theme parks, five golf

courses, 25 owned-and-operated resorts, multiple retail and dining centers and a cast members who represent 80 nationalities and who speak more than 50 languages.

• The largest single-site employer in the United States,

• Magic Kingdom 17.54 million visits • No. 1 worldwide• Huge percentage are repeat visitors

INTRO • Inside The Magic Kingdom:

Seven Keys to Disney’s Success

• Written by Tom Connellan

• Published in 1996

The Competition is anyone the customer compares you with.

• Competition is anyone in the customer satisfaction fields.

• They compare your response to L.L. Bean or Fed Ex.”

PAINTED EVERYDAY!

#2: Pay fantastic attention to detail

“Green with envy and red with rage”

LESSON #3

Everyone Walks the talk

• Every time a customer comes in contact with your company you have an opportunity to create value

• Cast Members are “Aggressively Friendly

• Emerson said, “What you do thunders above your head so loudly, I can not hear the words”

LESSON #4

#4: Everything walks the talk

LESSON #5

Customers are best heard through many

ears.

• “It’s crucial to do surveys, but it’s equally important to use other sources that also tell you how you’re doing

• Company listening to customers—as opposed to listening to itself.

Reward, recognize and

celebrate

LESSON #6

Somxtimxs I gxt to thinking that what I do doxsn’t mattxr. But whxn I start thinking that way, I rxmxmbxr my old typxwritxr. Most of thx kxys workxd finx most of thx timx. But onx day, onx of the kxys stoppxd working althogxthxr. And that rxally mxssxd xvxrything up. So whxn I’m txmptxd to say I’m only onx pxrson, it won’t makx a diffxrxncx if I don’t do this quitx right, I rxmxmbxr my old typxwritxr. Thxn I say to mysxlf “I am a kxy pxrson and nxxdxd vxry much.

Xvryonx makxs a diffxrxncx

• Customer focus is the key• Exceed the expectations• Respect your employees

Apply it to your company!