Words Of Wisdom: Walt Disney On EBD

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:

Walt Disney


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.

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

4 Responses to Words Of Wisdom: Walt Disney On EBD

  1. Connie Smith says:

    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.

  2. 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.

  3. Pingback: CxP Law #4: Unengaged Employees Don’t Create Engaged Customers « Customer Experience Matters

  4. Pingback: 6 Areas Of Thanksgiving For Customer Experience « Customer Experience Matters

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