Category: Disney Customer Service book

Customer empathy to market better (4 questions)

Disney Safety message
Safe – D, begins with me!

What you are about to read was written years ago. It is part of my Disney Customer Service Insights book. It is randomly being shared today…

Ask four questions to have more empathy in your marketing:

  1. What does this person believe that you don’t believe?
  2. What do they see that you don’t see?
  3. What do they want that you don’t want?
  4. What do they care about that you don’t care about?

What does this person believe that you don’t believe?

They believe impossible really is.
They believe it could fail.
They believe failing will ruin their career.

What do they see that you don’t see?

They see roadblocks, obstacles, and impossibility.
They see a gamble, a risk, and a landscape of uncertainty.

What do they want that you don’t want?

They want to be able to turn back the clock and start over?
They want a miracle.
They want to be able to forget they ever had this problem.

What do they care about that you don’t care about?

They care about not failing.
They care about their career.
They care about stability.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

Top 3 customer service priorities?

apple logo
Apple: It just works. Disney: Make people happy.

A leader and a direct report are paired and each has a Post-it note. The leader writes the top three customer service priorities she expects of her direct report. And the direct report writes the top three customer service priorities she thinks the leader expects from her.

What are the odds the lists match?

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

Great design is minimalistic

Disney Leadership Retreat workshop Facilitator Jeff Noel
Three non-negotiable objectives in every engagement: Have fun. .think .differently and Lean into discomfort.

Great design is minimalistic:

  • Pick one of the 5 Industry-neutral pillars
  • Learn 4 proprietary architectural blueprints
  • Blueprints easy to remember, easy to do
  • Common sense, paradox and questions
  • Personal stories
  • Individual and group activities
  • 72-hour challenge
  • Requires no HR, no Leadership nor finance approval to start
  • Fee is less than Disney Institute
  • You always work with the owner

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

What is a decent profit margin?

Disney Speaker Jeff Noel at his hometown sign
You know how many identical Pixar shirts this guy owns? More than two.

What is a decent profit margin?

Probably more than anyone thinks is fair.

Fair is in the eye of the beholder.

A moral balance between Jeff’s lifetime learning, doing and teaching against the Client’s lifetime (in perpetuity) value to learn, do and teach.

For clients, it’s less expensive than hiring Disney Institute (DI).

DI is the closest thing Jeff’s has to a competitor. DI is the closest thing every client has to a comparator.

Disney Institute isn’t Jeff’s competitor though.

Why?

During Jeff’s final 15 years (of 30) at Walt Disney World as a full-time Disney Institute Facilitator and Advisor, Jeff mastered the delivery of the official, corporately-packaged content and then worked tirelessly to craft Disney’s official messaging into a simpler, and more powerful experience based on his 30-years learning, doing, and teaching The Disney Way.

Discerning leaders intuitively get this.

It’s all about content and style.

If you believe that simplicity is critical then you will be thrilled with Jeff’s profoundly insightful content and remarkably authentic delivery style.

Clients feel like they get the bargain of a lifetime to have Jeff’s uniquely simple and powerful content, and his remarkably engaging delivery methods.

Paying less than you’d pay to DI yet knowing you get Jeff, the owner, is an astounding value. On paper, the margin will look high. In reality, it’s the luckiest break of your lifetime.

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

Menu assumptions

Disney Creativity Keynote Speaker Jeff Noel
White and black photography is a nice break from full color.

Menu assumptions:

  • Ideal customer demographics locked in
  • Great design is minimalistic
  • Smallest viable audience
  • Smallest viable team
  • Highest viable fee
  • Must eat, need to eat, nice to eat

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This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.