SHOW NOTES:
00:30: Welcome back! Thanks for subscribing and joining us again!
00:55: More coffee please!
01:40: The joys of flying, and missed opportunities. Ref: CLEAR & TSA Pre
03:42: Opportunities for brands to make great decisions
03:50: What we’re talking about today! Ref: CRM = Customer Relationship Management
05:38: What is a digital touchpoint?
06:18: Touchpoints are all about every single opportunity to interact. Ref: Touchpoint Mapping System
06:31: Parking lot example #1
07:30: How about once inside the establishment or venue?
08:54: Why does IKEA make cinnamon rolls?
09:44: What time of day is popcorn the most magical?
10:25: How many of your customers' senses are you engaging?
11:05: The touchpoint mapping process
12:00: You must get out of your office and walk the lot
12:48: Are you paying attention to every single detail?
13:20: With 20k cars in the parking lot- how do you find one customer’s automobile?!
15:10: On utilizing all of your resources and planning how to make even the day’s very last experience great.
17:47: About how it’s not our fault, but it may be our responsibility.
18:33: Golf pencils are cheap, but so is a lot of modern technology.
19:22: A note on pain points and sustaining what’s working well
20:00: Touch Point System Ref: Initech T.P.S. Reports
20:17: Again, are you paying attention?
21:00: Technology, Process and People
21:32: On solving a global pain point that has changed sales. i.e The Unboxing experience
22:30: Giving the most! Help your clients plan well. Ref: The Disney Genie
24:40: Kevin’s AI design work “Eve” within the Hard Rock’s new “Reverb Hotel” line.
25:06 A little about the Reverb Hotel experience
26:17: On the tremendous importance of Social Media Ref: Disney’s Code Of Conduct
26:54: Hard Rock’s 4 rocks / mottos. Link HERE
27:47: A sphere versus a linear line. Ref: The Value Chain concept.
29:45: The greatest piece of advice you’ll ever get!
30:32: Please reach out to us with questions, for consulting and free advice both!
30:47: End credits
Please find us on the Web at: www.disneywaydigital.com
Via email: debbie@disneywaydigital.com and kevin@disneywaydigital.com
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]Hey everyone. Welcome back to the Disney way for the digital age. I am Kevin Kelly and my partner here is Debbie Zmorenski .Today we are talking about understanding your dig
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