The “Flattys” Don’t Come Back- Two Vital Lessons Most of Us Have Forgotten
Published on: March 2, 2013
Flattys. This is how circus performers refer to their customers, the audience in the bleachers.
The reason? Since the audience is sitting beyond the reach of the bright lights shining on the performers, they appear – at least to the performers – as a faceless, emotionless, one-dimensional blob of cardboard cutouts. Hence, t
Plus the Show, Clean a Windshield, Beat Your Competition
Published on: February 20, 2013
The note on my windshield reminded me of the mantra at Disney to constantly plus the show; to make the already good even better. “Thank you for staying with us, we took the liberty of cleaning your windshield last night so you enjoy your drive through the Canadian Rockies.”
I just returned from a five-day business trip to Alberta, Cana
Chevy Managers Shown the Disney Way
Published on: January 14, 2013
Fascinating article in Wall Street Journal about customer service at automobile dealerships. It's amazing how so many leaders miss the point; the Disney difference is much more than pouring money into technology and capital improvements ... it's about friendliness and attention to detail; qualities anyone can afford if they have the desire. I spent
Overcoming Brand Banality Disney-Style
Published on: December 12, 2012
Warren Buffett discusses the power of branding and Disney. But, how does Disney do it. Here’s the secret - Branding from the Inside Out:
Somewhere in the world, the following two scenarios are currently being played out. Both reflect a passive, victim mentality. Both undermine the brand. Both open the door to competitors.
Scenario #1:
Disney’s Cultural Lessons From: Tokyo, Paris & Hong Kong Disneyland
Published on: August 2, 2012
Cultural Arrogance & Ignorance is Killing American Business Abroad
Mattel, Home Depot and Best Buy all have failed in China. Why? They didn’t understand fundamental cultural issues vital for success in that market. Why would a Chinese customer buy a blonde-haired, blue-eyed doll for their child? Why does cultural arrogance still