E2: Three Pillars Supporting Great Customer Experience

SHOW NOTES:

 

0:35: Hey, thanks for coming back!

1:48: The three pillars that support great customer experience, once your culture's in place. On Brand.

2:53: Debbie on corporate Culture; what makes your corporate culture?

4:50: Consolidation, it’s even making news.

5:40: On returning to the office.. are we doing that? How, why, and to what end?

8:00: Culture can really take a dive if you’re not paying attention.

8:50: About the successful merging of cultures

10:27: Do we need a design plan? Cultural engineering

11:02: The third pillar is Technology

12:12: On the customer experience via tech

12:53: Different types of tech integration

13:30: Defining how much technology is really needed?

14:00: Is technology helping to grow your brand or is it eroding it?

15:09: Six questions to honestly assess your culture Ref: www.disneywaydigital.com

15:50: Number one…

18:55: How does tech fit into delivering an exceptional experience to your customer?

19:48: The internal versus the external customer’s needs

21:21: On how Disney applied tech internally, a few years back

23:40: It comes down to access

24:34: A parting thought and what’s up on our next episode!

25:57: End credits

Please find us on the Web at:  www.disneywaydigital.com 

Via email:  [e-mail]  and  [e-mail] 

And on the Socials at:  

Debbie:  LinkedIN and @DZmorenski on Twitter  and @dkzcoach on Facebook  

Kevin:  @BigBuzzKev on Twitter INSTA & Facebook

TRANSCRIPT via Descript: 

Intro: Magical customer experiences don't happen by accident. They happen through careful planning and meticulous design. Kevin and Debbie have been engineering, extraordinary customer experiences for over 30 years. Join us as we explore corporate culture, branding, service, excellence, and much more through storytelling, technical curiosity, and friendly conversation. The Disney way for the digital age will be revealed. 

[00:00:25] KK: Yeah. We have a theme song. Isn't that great!? Amazing. So, awesome. Good to see you again. Thanks for coming back. And hopefully our listeners they've come back, but I'm so glad you came back! That’s not guaranteed. Right? 

[00:00:44] Debbie: Well, you know what I used to say when I’d release the guests for lunch and they'd come back after lunch. I'd say thank you for coming back from lunch. You always know how things are going. If no one comes back from lunch that's right. Especially delivering programs where they could sneak off to a theme park, right? 

[00:01:01] KK: Oh that's right. Well, I remember having a breakfast and I said, associate that friend here that I still work with in long island. We had breakfast, a breakfast in animal kingdom. Yeah, one morning of Disney Institute and I can't remember. And Harambae, I think it was really cool. And if you are lucky, we came back. Cause I was definitely wanting to just hop on the train and go. stay in the park

[00:01:30] KK: Exactly. But I went back because the curriculum was so engaging, but welcome back. Um, so nice to, to, to be doing this with you again. So we promise folks that we would start to get into some nuts and bolts about how to honestly assess their culture.  Um, we look at it. We've, we've Deb had talked about the, um, the three pillars that support great customer experience that, you know, you deliver once your culture's in place. So those three elements are brand culture and technology, and I'm kind of the, the brand guy in this, this group, um, you know, um, brand is the way that.

A name of a company and the service from the company and a logo of the company makes people feel right. That's that's brand, right. It stays with you. It's called brand like a brand. You put on a cow. It's like, because that sticks with you. If you've done it. Right, right. You, it sticks with you. So what, and, and, and we've.

We were always surprised that so many folks hadn't really talked about this more, but our belief is that culture and brand are inextricably combined. You, they just one supports the other. So, you know, and that that's really the crux of our book. Our book formerly was called the culture of brand, I think way, way back.

Yeah. That's brand. And I'm going to turn it over to Deb to talk about the second pillar of culture. O