E10: Operation Recap - Season 1 Review and a Dramatic Cliffhanger

SHOW NOTES:

 

 

00:30: Welcome back! Thanks for subscribing and joining us again!

00:53: A glance back at our journey together thus far!

01:36: Why is Debbie an Operations gal at heart?

04:45: Maybe operationalizing is what this is all about; as we begin to reflect

05:11: Ref:  @11:49 in Ep.1 "Introducing The Disney Way for the Digital Age Podcast"

06:31: On building out of Disney's dark years

08:13: The purpose of the Purpose Statement

08:40: About creating happiness every day

09:07: Creating Customer Experience Magic (CXM)

10:30: Ref: Service standards we discussed in Ep.5 “Foundations: How a Solid Service Framework Can Shape Your Culture”

11:07: Operationalizing your culture is possible  Ref: Right Fit Hire Ep.3 “Managing Chaos and Control - Right Fit Hire and Technology”

12:41: Three pillars supporting an extraordinary customer experience: Brand, Culture,Technology

13:47: Ref: Ep.4 “Demystifying Brand Identity and the Emotional Connection”

14:21: Ref: AT&T television Ads

15:14: Internal versus External customers

15:38: How does Technology fit into your company and fit alongside Brand & Culture?

17:00: Do you love chat bots? Why or why not? Tell us in the comments!

18:03: Customer service… Customer, Service!

18:55: 6 Questions to ask to evaluate your current culture

20:25: The Cycle of Growth - Structure> Growth > Chaos > Analysis

21:09: The Creative Brief [PDF featured in Ep.4 here]

22:30: What kind of brand are you, what’s your brand personality?

23:10: On the Touchpoint Mapping System featured in Ep.6 “Touchpoints: The Anatomy of Your Digital Ecosystem”

23:38: Touchpoints are everywhere, as are opportunities for them to make them work

24:46: Same in the digital world. Ref: A spherical value chain @27minutes in to Ep.6

25:39: Ref: @32:12 in Ep.9 “Faster Than Normal Zombie Loyalists with Peter Shankman”

26:24: Everything is rolling along perfectly; then it all changes! Ref: Ep.7 “Innovate, Adapt, Or Die”

27:50: A few concepts on ‘innovate, adapt, or die’

28:44: Remember.. Adapt is different than Adopt

29:43: The best piece of advice you’ll ever get!!  (this week. we think.)

30:25: Ref: Aaron Sorkin’s The Newsroom 

30:35: And including this…

31:22: The Cliffhanger!!!…..

What do YOU want from a Season Two!? Tell us in the comments or here:  [e-mail]  and  [e-mail] 

31:53: What we’re thinking about… 

32:52: Debbie is talking about this part