Words Of Wisdom: Walt Disney On EBD November 20, 2007
Posted by Bruce Temkin in Customer experience, EBD #3: Treat Customer Experience As A Competence, Executive leadership, Experience-Based Differentiation, Words of wisdom.trackback
One of the key principles of Experience-Based Differentiation (EBD) is: Make customer experience a discipline. When I talk about that principle, I always tell organizations that they need to engage employees in the process. Why? Because your employees can make or break any experience.
Walt Disney captured this extremely well in this quote that I ran across:
You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.
The bottom line: When it comes to your people, don’t mouse around.
You’re exactly right, and Disney has definitely empowered their employees to create exceptional experiences. I’ve recently written a post about customer empowerment here, http://www.envisioninc.com/blog/index.cfm?commentID=146, and it references an experience that Becky Carroll at Customers Rock! has recently had with Disney (more here: http://customersrock.wordpress.com/2007/11/16/customers-rock-disney-style-exceeding-customer-expectations/). WOWing customers doesn’t have to be in the big acts, but can be in the little acts of kindness by employees. However, it does take people to make a dream, or a great customer experience, a reality.
Thanks, Bruce, for that quote from Walt. I love it!
And thanks, Connie, for sharing about my post and the concept of little things making a big difference.
This time of year, we should be thankful for both our customers and our employees, because it takes both to make our businesses successful.