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: debbie@disneywaydigital.com and kevin@disneywaydigital.com
31:53: What we’re thinking about…
32:52: Debbie is talking about this part
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