Disney’s Four Keys: Improving the Guest Experience

America’s oldest corporate university, Disney University here in Walt Disney World, is the home to “Traditions”, where new Cast Members are introduced to Disney’s Four Keys.

Since the mid 1960s, Disney has had Four Keys for delivering great service:

  • Safety
  • Courtesy
  • Show
  • Efficiency

They are a compass for everything Disney does–both strategically and tactically. Both in our work at the Disney Institute, and in the years since, we have worked with countless organizations in helping them define those operational values that can move the quality of the customer service exponentially.

Now in recent months, new changes have been made to better amplify and operationalize on these Four Keys at Disney. Read here about some of the important changes that have been implemented.

To learn more about the Four Keys, and other great examples of customer service, check out The Wonderful World of Customer Service at Disney, available in paperback or Kindle version at Amazon.com.