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From Dayna Steele at FastCompany: After a recent speaking engagement at Disney and four days in the Florida parks with the Disney staff and their fans, I now understand the Disney obsession so many people around the world have. That addiction is fueled by Disney’s customer service and their employee “cast member” attitude.
From Bruce Temkin at Customer Experience Matters: “No one owns the customer, but someone always owns the moment,“ says Scott Hudgins, Vice President, Customer Managed Relationships at The Walt Disney Company. Hudgins discusses Disney’s use of analytics with SAS. Disney’s goal is to “know the guest well enough so that at any time or place we know what to do next.” It turns out that Disney recently crossed the line where they have data on more than half of their customers.
From Bruce Jones at Disney Institute: Tracks how Disney sets expectations for employees from even before day one, and then follows through with training, reinforcement and rewards to keep the “cast” operating smoothly. For example, in describing the hiring processes at Disney, they acknowledge that the company culture may not be for everyone, and that it is in fact better to give potential employees the chance to self-select out before entering into the company.
The whole business starts with ideas, and we’re convinced that ideas come out of an environment of supportive conflict, which is synonymous with appropriate friction.
From Letters of Note: It’s difficult to overstate the importance of the following eight-page memo. Written by Walt Disney in December of 1935 to Don Graham — a highly respected art teacher from Chounaird Art Institute tasked with helming art classes for Disney animators — this missive signalled the birth of a structured training program that would subsequently enable Walt’s studio to produce hit-after-hit during the Golden Age of Animation. For aspiring animators, this is absolutely essential reading; for everyone else, assuming you have even the slightest interest in the development of one of the world’s most influential entertainment companies, this is simply an engrossing, inspiring read.