Sometimes we think of analyzing our guests as being laborious and complicated. In catching a flight out of Orlando some…
I’m very excited to announce the 2nd Edition of The Wonderful World of Customer Service at Disney. When the first…
Forbes Magazine has named Sammamish, Washington as the friendliest city in America. With a population of 46,700, this bedroom community…
“Service is not only a matter of being pleasant to customers—just as being a doctor is not only a matter…
Many people know Nordstrom as being one of the best customer-savvy deliverers in the country. And many of those same…
Since the mid 1960s, Disney has had Four Keys for delivering great service: Safety Courtesy Show Efficiency They are a…
A few weeks ago, Mark David Jones and I went to visit a client together. Whenever Mark travels, he uses…
We took this picture when I was with The Disney Institute a number of years ago. Everything in the box…
State regulations require shoes and shirt when you enter a public environment such as a restaurant. To that end, a…
Mark Jones has worked with this great organization. I personally had visited In-and-Out Burger several times over the years–especially on…
