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  • What Castomers™ Want: A Disney-Inspired Approach To Employee Care

What Castomers™ Want: A Disney-Inspired Approach To Employee Care

  • 06 Mar 2018
  • 3:00 PM - 4:00 PM
  • Online

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Description

The Disney philosophy doesn’t start with customers. It starts with "castomers™". The formula is simple. A great castomer™ experience leads to a great customer experience.  Castomer™ care involves four elements summarized in the acronym TEAM.
 

  • Teach – Develop employees so they can reach their full potential
  • Engage – Involve employees in decisions that affect them
  • Appreciate – Acknowledge and thank employees for their efforts
  • Manage – Provide employees with the tools and assistance they need

In this session drawn from his book Care Like a Mouse: The Key to Disney Quality Service (Theme Park Press, January 2018), Lenn Millbower, The Mouse Man™ shares Disney-inspired TEAM techniques for meeting your castomer™ needs.

Topics covered will include:
  • The arc of the castomer™ training experience
  • Processes Disney uses to involve castomer™ in decisions
  • Recognition, rewards, and perks that honor castomer™ effort
  • The Disney expectation of its managers


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