Blog is a Mix Tape

books: be our guest - perfecting the art of customer service

nobody@vox.com(Jason) — Thu, 21 Feb 2008 21:59:27 -0800

Ted Kinni

Be Our Guest - Perfecting the art of customer service by Disney Institute (Disney Editions, 2001). As Carrie noted on our trip to Disneyland a couple weekends ago, I've moved from just drinking the Kool-Aid to making it. It's true. I make few apologies about it. Since the day I started at the mouse, I've been challenged by my job in interesting and enjoyable (and frustrating) ways. I've also been rewarded for how I handle these every day struggles. Plus, there are those days when we're just doing stuff that is so fun and cool, I'm a bit overwhelmed with what I get to call a job. Like The Muppets and Phineas & Ferb and Here Come The 123s.

Be Our Guest is all about what we do "backstage" to make the Disney magic happen. Online, just as in the parks, you don't get to see what goes on behind the curtain. You're never aware of our process, our heated discussions around guest experience and quality of content and everything else that goes into our show. You just see the pixie dust.

I won't dig too deeply into this here. I know there is only so much Disney crap people can take before they want to smack me around but the most significant part of this book for me was the discussion around communication and specifically about how Cast Members at the park are taught to deal with what, on the surface, seems like one of the silliest questions ever to be asked: "What time does the 3 o'clock parade start?"

This is one of the most common questions asked in the parks. The answer, however, is about engagement and understanding that guests aren't really asking about the time. They are probably asking about where they should stand, what the route is, what time it will be at this specific location or a whole host of possibilities. Rather than give a glib response or even one that answers the question (but not the guest's need) like a bubbly "Why, 3 o'clock!" it is an opportunity to make someone's day with special attention and empathy.

I need to remember this at work. I need to remember this in life.

As the unfrozen head of Walt might say, "Never forget, the magic always begins with you." </pixie dust>

Recommended.

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one line: disney on ice

nobody@vox.com(Jason) — Thu, 29 Nov 2007 17:40:50 -0800

Day 65: Nerve-wracking product demo for frozen head of Walt Disney

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@work: We Get That Paper, Son!

nobody@vox.com(Jason) — Sat, 26 May 2007 11:11:36 -0700

The digital side of Disney is starting to bring in some serious revenue. The Walt Disney Internet Group says it will hit $1.5 billion in revenue for 2006 driven largely by ecommerce ($800 million) such as travel and merchandise. WDIG President Steven Wadsworth says the company is pursuing a range of revenue models, yet the overall strategy is to use free, ad-supported content to lure consumers into subscription deals.

- Disney Internet expects $1.5 billion in revenue, Lost Remote, 05.25.07

I've got a replay of the webcast here.

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One Line: This Is How We Do

nobody@vox.com(Jason) — Sun, 25 Feb 2007 09:37:08 -0800

"We are not on a go-it-alone path, but we have so much to work with in our own backyard and the ability, skills and consumer willingness to create unique branded experiences, which is of real strategic importance," says Paul Yanover, exec VP and managing director of Disney Online.

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@work: Finally!

nobody@vox.com(Jason) — Tue, 06 Feb 2007 01:00:17 -0800

New Home Page

disney.com

disney.com/dxd

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@work: The New Disney.com

nobody@vox.com(Jason) — Mon, 08 Jan 2007 23:40:44 -0800

New Home Page

Disney Xtreme Digital (Disney XD), the broadband centerpiece of the new site, will allow guests to personalize their favorite Disney content as well as watch and share with others videos, including television shows and shorts; chat with friends, listen to music; create playlists; and enjoy a stunning array of games. Disney.com guests will also be able to access premium content through Disney XD, such as the upcoming Pirates of the Caribbean Online massively multiplayer game, which is set to launch in 2007.

Knowing the CES crowd had spent a day slogging through traffic gridlock, jetlag and hours of exhibit-strolling, Robert Iger came ready to wake them up. And Disney’s chief executive delivered, with a keynote packed with celebrity appearances, sneak previews, the unveiling of the new Disney.com and a spoof spoiler of ABC’s series Lost.

- Monday Night Keynote, CES Notebook - WSJ.Com, 01.08.07

and

In his keynote speech at CES, Disney CEO Robert Iger gave a sneak peek of the new Disney.com site, which will launch later this month. The broadband centerpiece, called Disney XD, features both free and premium Disney video and games. Users can share videos, chat with friends in a social networking environment, listen to music, create playlists and play a “stunning array” of games.

- Iger reveals new Disney.com home page by Cory Bergman, Lost Remote, 01.08.07

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One Line: The New Disney.com

nobody@vox.com(Jason) — Mon, 01 Jan 2007 14:16:31 -0800

Revamping Disney.com has been a No. 1 priority for Mr. Iger, who has sought to extend the Disney brand by embracing new digital media. But behind the revamping, analysts and others say there is an equally pressing issue facing Mr. Iger, one that many entertainment conglomerates may face in the coming years: Who should be running the company’s Internet properties?

Sometimes I forget that I'm part of something big.

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Hai's Halloween Face Paint

nobody@vox.com(Jason) — Tue, 31 Oct 2006 14:24:07 -0800

Courtesy of the Disney Studio Lot halloween party

Hai's Halloween Face Paint

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My Real Space

nobody@vox.com(Jason) — Tue, 13 Jun 2006 21:16:23 -0700

My Desk: Wide Shot

My Desk: Behind My Desk

undecorated, mostly.

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