Disney Customer Service book – Page 37 – Disney Customer Service Keynote Speaker

World-class Customer Service is not

Glacier park webcam — Yesterday morning in Glacier National Park.

Weather in many places is unpredictable.

World-class customer service is not.

Consistency is the hallmark of great service.

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Assume goodwill in the other workplace villagers

Disney Institute Keynote Speaker — It takes a village. My final 15 years (of 30) at Disney were spent at Disney Institute. Every organization has politics. Assuming goodwill is not easy with all people.

Assume goodwill in the other workplace villagers.

i’ve been telling our son (17) for years the goal is to simply be a good and decent person.

The insidiously challenging obstacle is overcoming our human condition to naturally default to being self-centered.

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You think no one is watching

Disney Keynote Speaker jeff noel — Imagine Disney being Disney without a fanatical drive to dream, create, and inspire.

You think no one is watching.

Yet you do what you do because what you do has no choice but to flourish.

And then one day you’re called into a last minute meeting (twice) and discover everyone in the room knows something you don’t.

You’ve been chosen.

The two Disney name tags (above) were presented to me during the course of my career.

Insight: Everyone is watching everyone else. Every day. All day.

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Disney’s demographics vs psychographics

damaged UPS box — The good news is nothing was damaged or lost. Two boxes from Dallas arrived yesterday. This one had my business clothes. The other box, three times heavier, had the classroom learning materials.

*Disney’s* demographics vs psychographics apply to anyone and anything.

This is a mind-blowing and game-changing concept because i’ve never seen anyone but Disney (in my 30 years there) focus on psychographics.

Focusing on psychographics is uncomfortable for people and organizations because they’ve never been exposed to it.

When we’re uncomfortable, we generally shy away – ignore.

Don’t.

Recap…

Demographics = customer needs

Psychographics = customer’s unidentified wants, unidentified positive and negative stereotypes, unidentified positive and negative emotions.

Knowing your customer’s psychographics give you countless ways to exceed their expectations.

Wow!

First sentence in this post…replace *Disney’s* with *world-class organization’s*.

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You do your best thinking away from work

On the plane two days ago…thinking about offering a new executive coaching product.

Executive Coach jeff noel — Intentionally took this photo for context…i can’t make this stuff up.

You do your best thinking away from work.

Where is your favorite place to get away from work?

Why?

How often do you visit?

Why?

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