Tag: 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.

The first book is book 6

screen shot of Tweet
Your vibrancy coach should live vibrantly.

By the way, the first book finished is book 6.

Book six is the ‘greatest hits’ of the first five books.

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

Pause – Book – Six

Pause – Book – Six

A lifetime of learning, doing, and then finally teaching the Disney Way.

Blessed.

At peace.

Content the work speaks for itself.

Happy present moment.

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

Trapped In Our Business Excellence Culture Comfort?

Trapped In Our Business Excellence Culture Comfort?

The sustainable business excellence we could enjoy will always be trapped by what we are unwilling to give up.

The trap revolves around the effort we will need to summon. This universally feels like too much energy, time, money, and discomfort.

So we don’t do anything.

Even when we choose not to decide, we still have made a choice.

What kind of successful business enterprise do you long to become?

What’s missing from making that happen?

What are you willing to change?

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

How Does Disney Excel

How Does Disney Excel

The harsh reality is that satisfaction is dangerous.

At Disney, we are never satisfied.

Every day, all day, we are focused on exceeding expectations at every customer and employee touch point.

Sound like your organization?

Never satisfied.

Never.

Satisfied.

World-class organizational vibrancy must set a standard so high, it literally guarantees competitive immunity.

Think about it and imagine your organizational vibrancy being intentional and relentless about clearly outdistancing your competition.

Now imagine aiming for decent organizational harmony.

Decent harmony is not the goal.

Organizational vibrancy, harnessed from the interconnectedness of the business chain of excellence, is the goal.

Exceeding expectations is the goal.

World-class organizational vibrancy is the goal.

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