Monthly Archives: January 2014

I’m Going to Need a Bigger Whiteboard

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Over the recent holidays I managed to fill up a whiteboard with notes and ideas for a project I’m working on. Now the pace of imagination is picking up, and I need to add another whiteboard to my office.

By the way, when I say whiteboard, I am talking about a 4’ x 8’ whiteboard.

I’ve gone vertical, so now I have a whiteboard surface that is 8’ wide and 8’ tall. After I capture the original content that is now sideways, I will erase it. Borrowing the concept of the library ladder, I can write all the way to the top of both boards.

2014 whiteboards

Let the ideas continue…

The goal is not to speculate on what might happen, but to imagine what you can actually make happen.   – Gary Hamel

Be Our Guest – How Disney Exceeds Guest Expectations

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Exceeding Guests’ expectations is Disney’s service strategy, and paying attention to every detail is the tactic by which it is accomplished.         – Be Our Guest

All week long my focus has been on books and reading:

What better way to close the week than to combine reading with another passion of mine – Guest Experience – with a summary of Disney’s Be Our Guest.

All organizations are driving toward the same goal – serving the people who purchase or use their products and/or services. Whether they are called clients, customers, constituents, or in Disney-speak, Guests – organizations must satisfy them or risk losing them.

Be Our Guest outlines proven Disney best practices and processes for generating customer loyalty and sound financial results. These principles can help your organization focus its vision and align its people and infrastructure into a cohesive strategy that delivers on the promise of exceptional customer satisfaction.

Want to get a glimpse of the Disney magic? You can download a free book summary of Be Our Guest here.

SUMS_BeOurGuest

Reading this Sums will only whet your appetite, so I encourage you to pick up Be Our Guest at your earliest opportunity – it will make a great New Year’s gift to your organizations’ leadership team!