Tuesday, June 21, 2016
The Walt Disney Company - Still a Benchmark for Excellence
Like all organizations, The Walt Disney Company makes mistakes. Had the management listened more attentively to Cast Members' reports of Guests feeding the ducks and alligators in the Seven Seas Lagoon, perhaps the tragic death of 2-year old Lane Graves could have been prevented. Yet, for over 40 years, there has never been an incident on the scale of the alligator attack at any of Disney's properties. Disney's safety record is stellar.
In 2015, the Magic Kingdom had over 19 million Guests and only 27 significant Guest injuries, while Universal Studios' Island of Adventure had 8 million guests and 76 significant guest injuries.
Despite its flaws, Disney is still an excellent example from which any organization can learn.
Here are examples of The Walt Disney Company's global success:
* Disney owns 9 of the Top Ten theme parks in the world
* Disney owns 6 of the Top Six theme parks in the US
* Disney Cast Member turnover is 1/5 of the industry average
* 10 of the Top Ten animated feature films of all time, as reported by Rotten Tomatoes, are from Disney/Pixar
I tell our clients that The Disney Way training is designed to be a starting point to create their own unique customer-centric cultures. The key is "innovate, don't imitate!"
Tuesday, May 31, 2016
Tuesday, May 17, 2016
Tuesday, May 10, 2016
Wednesday, May 4, 2016
Dream, Believe, Dare, Do! with The Disney Way 3rd Edition
Dream, Believe, Dare and Do! If you haven't checked out The Disney Way yet, it's is an inspiring read... https://t.co/kflIKp3Adb
— Cameron Morrissey (@ManagersDiary) May 4, 2016
Tuesday, April 26, 2016
Friday, April 22, 2016
Monday, April 18, 2016
Sunday, April 17, 2016
Monday, March 21, 2016
Saturday, March 12, 2016
Tuesday, February 2, 2016
Follow in Tony Hsieh's footsteps - Zappos CEO Champions The Disney Way
"'The employee is the company'" is the sentiment at the center of both Zappos' and Disney's experience. Moving your business toward that level of engagement is at the heart of The Disney Way." Tony Hsieh, CEO, Zappos and Author of Delivering Happiness
Sunday, January 17, 2016
Tuesday, January 5, 2016
Happy New Year!
Traditionally, each New Year is a
time to reflect on the “old” and ring in the “new.” But like Disney and Pixar, we believe that
celebrations and “play” should happen throughout the entire year.
Of course it’s great to
celebrate team member milestones – a birthday, an anniversary, a
graduation. We are all for showcasing
the talents and accomplishments of an entire team at special times.
But, on a daily basis, “play” is an essential
ingredient that makes work fun and rewarding.
According to Dr. Stuart Brown, founder of the National Institute for
Play, “There is good evidence that if you allow employees to engage in
something they want to do, [which] is playful, there are better outcomes in
terms of productivity and motivation…”
Can you believe that we need a national organization to protect and
promote our right to play?!
No company we know has the value of “play”
more entwined in the fabric of their culture than Pixar. The world-famous creators of the
ground-breaking animated feature film, Toy
Story, live in the land of scooters.
The story goes that one day John Lasseter brought his son’s scooter into
work and began riding it around. Soon
other employees showed up with scooters, and before long, there was a small fleet
of them. Pixar director Pete Docter
remarked, “We got into these scooter races – there was a track mapped out, kind
of a loop, and we’d time people and write the times on the wall. We all got into a very fierce competition
over who could get the best time.” In
Bill's keynote presentations on the subject of Pixar’s fun-infused innovative
culture, he rides in on a scooter and awards it to a participant with the
condition that they ride it in their workplace and let everyone know that they
are "unleashing their childlike potential!"
Whenever a new Pixar
feature film is released, they stage a release celebration – a black-tie
luncheon event where the employees don their finest to commemorate the film’s
completion and celebrate another dream come true. Your celebrations don’t have to be on par
with the grand Pixar style of ceremonial hoopla. Just giving people a reason to get out of
their offices to celebrate and connect with others in a unique and special way
can do wonders for their morale.
Start the New Year off
right, and unleash your playful spirit…celebrate all that you value and all
that makes life worth living!
Sunday, December 13, 2015
Introducing The Disney Way 3rd Edition!
In the 3rd edition (release date - March, 2016), we feature
organizations that are predominantly in start-up mode or have revamped their
strategies to become more customer-centric.
The line-up includes six entities that have recently launched their
businesses or have reinvented their cultures: TYRA Beauty, zTailors,
Science Center of Iowa, Joe C. Davis YMCA Outdoor Center/Camp Widjiwagan, the
Grand County Center of Grand Lake, Colorado and McLean County, Illinois Unit
(School) District No. 5. There are also three well-established organizations
who are striving to continuously improve: ACTS Retirement-Life Communities,
Rainbow Babies & Children’s Hospital and California State University,
Channel Islands. Two additional organizations,
Flanagin’s Bulk Mail Service and The Village Toy Center, demonstrate how the
Dream, Believe, Dare, Do principles apply in a small community business. And, finally, a case study of how Ottawa
County, Michigan, one of the most progressive state administrative divisions in
the US, has used each element of The
Disney Way as a starting point to create an amazing culture over a period
of three years.
At the end of chapters 2-12 is a riveting
example of how one of the featured organizations has put into action the
lessons of the chapter. Chapters 12,13,
and 14 are brand new chapters that showcase the following: Chapter 12 - Love -
The Real Pixie Dust, which explains the importance of love for employees,
customers, products, and yourself; Chapter 13 - Ottawa County, Michigan - Disney's Success Credo Transforms County
Government is the detailed account of
their phenomenally successful customer-centric journey; and Chapter 14 - Producing a Customer-Centric Culture – An Implementation
Strategy is a roadmap for implementing the Dream, Believe, Dare, Do principles
in any organization.
Throughout the book, you will also find “Questions
to Ask” and “Actions to Take” chalkboards. These will provide you with ideas
for living the Dream, Believe, Dare, Do principles and sustain outstanding
rewards in doing so. At the end of each
chapter, an Internet link to Chapter Chats with Bill is provided in which co-author,
Bill Capodagli, discusses additional insights regarding the materials.
This book tells the story of how passion for
employees, customers, and products translate into immeasurable success for Walt
Disney and other great leaders. Their
stories come to life through examples of real drive, courage, humanity and a
compelling thirst to make a difference within their own organizations. These leaders possess a charismatic quality
that so naturally inspires others to challenge themselves. In the same vein, they rely on the power of
everyone on the entire team to journey together and unlock the future
possibilities that they believe are endless.
Our wish for 2016 is that the inspirational stories in this updated and
expanded 3rd edition of The
Disney Way will challenge you to examine your Dream,
Believe, Dare, Do results and provide new readers with a framework to soar
beyond the limits of traditional management through these four powerful
principles. From entry level recruits to
CEOs, from private companies to public agencies, Walt Disney's principles
continue to redefine the nature of business in our age and revolutionize the
art of management.
Tuesday, December 8, 2015
Monday, October 5, 2015
Customer-Centric Culture Statistics
The
results of a recent customer service study conducted by Coldwell Banker
indicated “a strong correlation between the quality of a company's customer
service and its long-term success.”
The findings also revealed that a typical consumer switched businesses they
dealt with twice in the past three years due to "bad service." When asked to define the differences between
great and poor service, consumers ranked the top characteristics of companies
with "great service" as follows:
- Resolving
questions and problems (66 percent)
- Knowledge
of the product or service (49 percent)
- Being
easy to reach (35 percent)
- Understanding
requirements (35 percent)
Tuesday, July 28, 2015
Bill Capodagli to Keynote Global Center for Health Innovation Conference
https://disrupted.healthcare/
Subscribe to:
Posts (Atom)
Subscribe