As a former Disney Leader and known throughout the Globe as "America's Best Customer Experience Coach" John shares his incredible experiences and 25 plus years of proven success strategies to help your organization create a "Magical Customer Experience" and Disney-like Culture. Learn best practices you can share with your team and apply right away to increase your market profile, beat out your competition, wow your customers, increase employee loyalty and lead an effective team to be more successful in your industry today!
Our name is the most important thing we own. Knowing someones name can automatically create a personal connection. However, I am noticing more and more businesses are doing away with employee name tags and replacing them with credit card like badges hanging from a lanyard. How can someone, fellow employee or customer make a personal […]
Read MoreMurphy’s Law will remind us that if something possibly can go wrong it will. It is no different with businesses and organizations. Sometimes things go wrong in our businesses that are in our control and sometimes out of our control. While managing hotels at Disney, I realized that the sure volume of hosting thousands of […]
Read MoreEvery workplace and business situation is different and unique, but many small businesses often have challenges with hiring family members in their businesses. I am often asked by my small business coaching clients to provide some help when dealing with issues regarding hiring family members to work in their business. Think about it. There are […]
Read MoreYou probably heard the saying; “You only get one chance to make a lasting impression.” Most people and businesses realize the importance of how first and last impressions can affect the customer experience. Every time a customer has any contact with any aspect of your people or business, the customer forms an opinion. These opinions, […]
Read MoreWalt Disney vowed that Disneyland would be spotlessly clean from the beginning. That is one reason why cleanliness became one of the most important factors of Disneyland. Many people predicted that the park would never stay clean after it opened. But Walt insisted that it would because people are going to be embarrassed to throw […]
Read MoreDo you have one or more superstar players on your team? If you do, you are very fortunate. The question I often get asked by my coaching clients and audiences is how do we keep them engaged? We always want to do our best to keep them on our teams. No one wants to […]
Read MoreDid you know that the number one driver of customer loyalty is emotions not product quality or price? It doesn’t matter if customers purchase products, eat at restaurants, visit their local Veterinarian or Doctor, they still love, feel, hate, cry, get upset, need empathy, laugh, get excited, want you to care, be heard, or feel […]
Read MoreWe all know that training is a very important process to create consistency, follow procedures, provide service and maintain safety in our businesses and organizations. Training is an investment of time and money but in the long run, if done effectively, will produce positive results. However, how many times in our business does training take […]
Read MoreNo amount of money, employee benefits or policies and procedures can buy you or your business a magical customer experience. Take for example my recent airline experiences while flying to reach my speaking engagements. As I boarded the many flights, and with very few exceptions, I was welcomed with a fake smile from an over […]
Read MoreI would imagine it is common practice to tip a waiter or waitress, bellman, valet parking attendants as well as airport shuttle and Taxi drivers. Most do a very good job in providing a service that we need, are paid an hourly wage and make additional money if not the majority of their money from […]
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