Walt Disney liked to proclaim, “It all started with a mouse.” Although it is true that Mickey Mouse was Disney’s breakthrough product, it did not start with that mouse – it started with the people who made the mouse. The Disney philosophy, likewise, doesn’t start with customers. It starts with “castomers.” They are the ones who make the customer experience.
The Disney formula is simple. A great castomer™ experience leads to a great customer experience. Happy customers become loyal and spend more money. Profits increase. Disney inspired castomer™ care involves four elements that can be summarized in the acronym TEAM:
In this webinar based on his book Care Like a Mouse: The Key to Disney Quality Service, Lenn “The Mouse Man” Millbower will share Disney-inspired TEAM techniques for meeting your castomers’ needs. The webinar will cover the arc of the Disney castomer™ training experience, the processes Disney uses to involve castomers in on-the-spot decisions, recognition, rewards and perks that honor customer effort, and the Disney caring-for-castomer expectations of its managers.
Everything Disney touched seems magical. It isn’t. It’s method. Learn the method and you can make your own magic. The Mouse Man™ will inspire you to create your own castomer culture. Give it a shake and watch the magic take!
Lenn Millbower, the Mouse Man™ and author of Care Like a Mouse, teaches Walt Disney-inspired service, leadership, innovation, training and success strategies. Lenn spent 25 years at Walt Disney World: Epcot Operations trainer, Disney-MGM Studios stage manager, Animal Kingdom opening crew, and Disney Institute, Disney University, and Walt Disney Entertainment management. Now he shares methodologies that will help you make your own magic.