Podcast
A Review of D23 The Ultimate Disney Fan Experience
“There is a brand essence of Disney which is a sense of warmth, a sense of authenticity, a sense of meaningfulness.” I had heard plenty about D23 before attending for the first time, but I still didn’t quite understand what to expect. After three days there with Bob Weis, I finally understood why Disney calls…
Read MoreA Review of the Shanghai Disneyland 10-Year Celebration
“Once those parks and resorts are there, they really become owned by the audience experiencing them.” There is something special about going back to a place you helped create and seeing what it has become. Bob Weis recently had that opportunity when he returned to China for the 10th anniversary of Shanghai Disneyland. Bob is…
Read MoreA Review of the World Class Customer Service Workshop
“Small details create world-class customer service.” One of the most rewarding parts of teaching a workshop is watching people leave with a completely different way of looking at their work than they had when they arrived. That happened during our first in-person World-Class Customer Service Workshop. I had high expectations going in, but the day…
Read MoreBe the Guide Not the Hero
“The people I work with who are most successful understand they’re taking their experience and using it to guide someone else.” One of the things I enjoy most about hosting conversations is that I never know which question will uncover the biggest lesson. When Lindsay Carlson joined me to ask a few unscripted questions, we…
Read MoreCapturing a Brand Essence
“People are going to your website for the relationship.” For a long time, we treated websites like pure pieces of technology. If the pages loaded, we checked the box and moved on. Lindsay Carlson helps remind me that a website isn’t just a tech project. When done right, it is a communication hub, a relationship…
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