This last week, The Walt Disney Company reported a 53 percent surge in operating income at Parks and Resorts. What is the “magic” of Disney Parks and Resorts? How can they thrive while others founder? Although there are many answers, here is one secret that has proved invaluable for almost 60 years: Disney simplifies the [...]
Training comes in all shapes, sizes and budgets, and is vital to organizational health. But, training isn’t the answer to every problem. Jim Cora, the retired chairman of Disneyland International, sums up the training rationale he successfully used during his 43-year career at Disney: Constantly improving products and services (referred to at Disney as Plussing [...]
“Why do we have to grow up? That’s the real trouble with the world, too many people grow up. They forget. They don’t remember what it’s like to be twelve years old.” Walt Disney What are you and your team doing to keep your sense of adventure, creativity, curiosity and, yes … risk-taking? If you [...]
Sweat is pouring into my eyes, but I can’t wipe them. I’ve lost all sense of direction. I can barely see where I’m going, yet know I’m surrounded by people. Oh, yeah, there’s one more thing that scares the heck out of me, a fear that is all-consuming … I hope I don’t step on [...]
Van France, the founder of Disney University was the first person to challenge the many excuses for not conducting training. Similar to Walt Disney, Van rejected the notion that economic malaise warrants abandoning efforts to improve the product or service. Van firmly believed in employee development activities and didn’t let a slim budget get in [...]
Leadership Courage is a trait sorely lacking in many organizations. Too many leaders and managers are afraid to ask the tough questions and challenge the status quo. Too many people are simply afraid to stir the pot. Van France, the man hired by Walt Disney to start the Disney University, wasn’t afraid to stir the [...]
“Marketing is the time and money you spend to get people in the door. Training is the investment you make to get guests to come back and cast members to stay; it creates loyalty.” Jim Cora, retired chairman, Disneyland International Yet … The word “Training” has a nauseating effect on most employees! Why?? Because most [...]
Do you attract, but can’t retain customers and employees? Consider the following advice from one of the most respected Training and Operations gurus in the world: “Marketing is the time and money you spend to get people to get people in the door. Training is the investment you make to get guests to come back [...]
What will readers learn from Disney U? How does Disney U differ from other “Disney” books? Why did I write “Disney U: How Disney University Develops the World’s Most Engaged, Loyal and Customer-Centric Employees? What was the most difficult challenge I faced while writing Disney U? These answers … and more … are all in [...]
Are the people who pay for goods and services “Customers,” “Patients,” “Students,” “Residents,” or “Guests?” Are the people working in an organization “Associates,” “Team Members,” “Partners,” “Employees or “Cast Members”? The debate about how to best address customers and employees consumes valuable time, energy and money in many organizations. Yet, merely changing nouns or verbs [...]
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