Marketing Attracts ‘Em, Training Retains ‘Em

Voice Of The Customer

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 and cast members to stay; training creates loyalty. If ‘show’ was affected, I never cut corners to save money. I never cancelled a training program if it helped our show.”

Jim Cora, former chairman, Disneyland International

Contributor of Foreword in “Disney U: How Disney University Develops the World’s Most Engaged, Loyal and Customer-Centric Employees.”

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