E5: Foundations: How a Solid Service Framework Can Shape Your Culture

SHOW NOTES:

 

 

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

00:52: Ref: The Hospitality Industry Technology Conference

03:00: The Disney Service Framework: 

04:33: Ref: Disney Institute Programming. “Be Our Guest” book.

05:15: Disney’s promise statement

06:15: On the development of Big Buzz’ purpose statement

07:37: All of your service framework tools may need to change over time

08:00: How Disney modified their promise statement to be more adult friendly

10:00: About service standards and standards of behavior

12:00: A story about efficiency in customer care; and not being ‘un-Disney’

13:25: Service standards empower employees to action smart decisions

16:40: The promise statement must align with your culture

17:00: A standard of behavior, for example..

18:39: A miracle tool for ensuring your employees know exactly what's expected of them 

20:00: On the typical longevity of an employee’s career

20:08: Service standards at Kevin’s company Big Buzz

22:00: On the importance of clear direction and design

22:51: About role modeling and leadership

23:00: Mutual respect of all prevents ‘bad show’

26:00: On how to maintain consistency of the original design Ref: Right Fit Hire

28:28: Where does technology fit into this service framework? 

28:39: Ref: Chatbots and Pixiedust also @ BigBuzz

29:19: Technology can be the medium of a great service framework, but nothing is a magic wand. Please SUBSCRIBE for Episode 6!

32:00:  Traditions, expectations and more on right fit hire on the next episode, along with understanding your digital ecosystem and the touch points that support it.

32:40: The greatest piece of advice you’ll ever get!

32:27: Please reach out to us with questions, for consulting and free advice too!

34:18: 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.

 

[00:00:29] KK: Well, welcome back everyone. To episode five of the Disney way for the digital age, this is one of my favorite topics that kind of the meat and potatoes of all that we believe is the Disney way. So it's title the foundations of the Disney way and how a solid service framework can shape your culture. So how you doing Deb?

[00:00:48] Debbie: Good to see you. I'm doing great as always. Nice to see you. 

[00:00:51] KK: It was so nice to see you in person yesterday. I, I was in Orlando for the high tech hospitality technology convention. It was in your neck of the woods and we managed to get together for a breakfast 

[00:01:00] Debbie: and yeah. And, and you look great in person.

I'm just gonna say, you know, 

[00:01:05] KK: likewise, All 3D and you know, it was just really nice. So. Yeah, seriously. It was nice to sit in the same room and it was, 

[00:01:11] Debbie: it was face to face. Good. Yeah. 

[00:01:14] KK: Good stuff. The show was good. Um, you know,