Kelly MacCallum’s Post

Customer-Centric Stories for You and Your Team INSIGHT | Look at your business through the lens of your customer. CUSTOMER EXPERIENCE | What does the customer see? One key to any company's success lies in understanding your business through the eyes of your customers. This became a guiding principle during my early tenure at Disney’s Grand Floridian Resort as Resident Manager, where I was entrusted with creating an all-resort team meeting to unite the entire Grand Floridian Cast in celebrating the resort's ongoing success. Central to this endeavor was the creation of a slogan that not only echoed the ideals and values of Walt Disney but also reinforced Disney’s commitment to the behaviors expected from each Cast member. Two pivotal questions shaped this journey: 1)  What does the customer think when interacting with Cast members? 2)  How do each of the 3000+ Cast members at the Grand Floridian synchronize efforts to create Magic every day across the expansive resort property – either onstage, directly with guest interactions, or backstage in critical support functions? The narrative that unfolded was nothing short of Magical with our saying, “WE ARE MANY. WE ARE ONE. WE ARE DISNEY.” 1. WE ARE MANY.   Delivering the Pixie Dust – the essence of Disney magic – requires the concerted efforts of all Cast members. Collaboration becomes the cornerstone as each Cast member partners with others to contribute and deliver a world-class experience that transcends individual contributions. 2. WE ARE ONE.   From the perspective of our guests, the Magic crystallizes in a singular moment, embodied by one Cast member. This individual becomes the custodian of the 5 Disney Keys – safety, courtesy, show, efficiency, and inclusion. These Keys guide decisions and actions, ensuring an extraordinary and consistent experience for every guest, every time. 3. WE ARE DISNEY.   Beyond the individual roles and moments, we are Disney in its entirety. Upholding the legacy and brand established by the legendary Walt Disney becomes our collective responsibility. We are the living embodiment, the hallmark of the finest name in family entertainment. What It’s All About | It’s all about building the customer experience one Magical interaction at a time. Contact me at 407-463-3316 or email me at barryjacobson1@me.com to discuss how I can assist your organization.  #customerexperience #customerengagement #customerservice #employeeengagement #hospitalityindustry #fanexperience #patientexperience #magicmakersgroup #barryjacobsonconsulting #traininganddevelopment

The EXPERIENCE is the third in a series of articles about how Senior Living can benefit from lessons taught at Disney University. Experience – A well maintained facility that is always clean and staffed by employees who take pride in their work and the way they present themselves will ensure your customers have a world class experience. Too many employees and even managers complain that they don’t have the funds to properly maintain their facilities. While we all have to live within our means, that doesn’t mean we should take a second to pick up that small piece of trash blowing across the parking lot. Leaders should set the example for their employees by taking a moment out of their busy schedule to do the small things too. Help serve lunch to customers. Call on a customer unannounced just to say “hi” and that you are thinking about them. That will brighten their day. Develop these small habits and model them for you employees. While at a special “behind the scenes tour” at Disneyworld a couple of years ago, I had the privilege to hear just how far Disney goes to make improve the work lives of their cast members. Imagine you are a Disney cast member who is late for work because you had a flat tire. You are already running behind and when you arrive at the park you have to line up to get your costume. After waiting 20-30 minutes to get your uniform, you go to the dressing room only to find there is a stain on your uniform forcing you to return to the line to get another one. After all that, you are expected to go out into the park and greet every customer with a smile and a cheery disposition. Yeah, right. I wouldn’t be all that cheery either. Disney spent a great deal of time working to develop a much faster process for their cast members to get their uniforms and get out to the park to welcome their guests. Now you can get your uniform, inspect it and change in less than 10 minutes and grab a bite to eat as well. It doesn’t always take a huge investment of time and money to improve the lives (and days) of your employees but demonstrate to them that they are important by listening to the issues they face and then invest in solving the ones you can address. The return on your investment will exceed your imagination. ·        I always put on my best face when interacting with Customers and Family Members ·        I ensure my area is clean and orderly at all times

Start 2024 off with some tips from the King of Hospitality, Walt Disney. As a Disney Alumni, I can tell you working for Disney was a life changing experience, and encouraged me to continue a career in the Hospitality Industry. I continue use my Mickey Mouse degree in my career to this day, (there’s no getting away from the Disney point 😄)! #mickeymousedegree #disneycollegeprogram

The Disney Difference: The Magic of Details and Dedication   As a life-long Disney fan, I've always appreciated the parks' ability to whisk you away to another world. But on my current trip to Disney California Adventure, I was reminded again of that magic ingredient: Disney's dedication to the customer experience.   While having lunch at Wine Country Trattoria, I couldn't help but notice three managers attentively observing the dining area. They weren't just standing around – they were occasionally engaging with guests, noting things down, and intently observing everything about the restaurant. I took a moment to compliment them on the fantastic experience, and they were thrilled to hear it.   This isn’t the first time I’ve seen Disney management ‘in the wild’. I tend to notice these things. And one thing I know – you can't improve what you're not paying attention to. Disney clearly understands this. Even during the busy spring break crowds, the parks were meticulously maintained. There were always captivating details to admire, from meticulously themed landscaping to impeccably clean walkways. The attention to detail translates to a more immersive experience, keeping the magic alive even with a bustling crowd.   Sure, Disney isn't the cheapest theme park option, but here's the thing: they deliver an experience. People are willing to pay a premium for that. It's not just about rides and shows; it's about feeling like you've stepped into another world, a world where everything is designed to spark joy.   Speaking of dedication, on my next visit (TODAY!), I plan to turn the tables a bit. While I'll definitely be asking Cast Members (that's Disney lingo for employees!) about creating magic for guests, I'm also curious about their experience. After all, you can't have a stellar customer experience without happy, fulfilled employees. Their perspective is just as valuable as a guest's.   So next time you're at Disneyland or Disney World, take a moment to look around. Notice the details, the friendly faces, and the overall dedication to creating a world of wonder. It's a reminder that Disney's magic isn't just about fantasy; it's about a commitment to excellence at every level.

“The Disney Way” is the long-revered secret that keeps you and me coming back to Disney time after time no matter how expensive those main gate passes get. Why? Because what brings you to Disneyland the first time is of course… …the rides, …the characters, …the castle. But what brings you back again a second, third, and fourth time, after you just dropped half your retirement savings on 14 hours of long lines and $20 Cokes.. …is NOT the rides, …is NOT the characters, …is NOT the castle. ✨ IT’S THE MAGIC ✨ Bill Capodagli describes this in his book, “The Disney Way: Harnessing the Management Secrets of Disney in Your Company” with stories of how cast members go above and beyond to make sure that every guests experience isn’t just what they expect and pay for…it’s far beyond that. It’s the magic touch. It’s the mint on the pillow. It’s coming back to your hotel room to find your teddy bears all tucked in bed together with a Disney book propped up in front of them as if they’re reading it. As a young man, I was fortunate enough to work at Disneyland in their Guest Relations department for a couple of years. There I didn’t just learn the magic. I WAS the magic. Every cast member was. And that’s why, at Digitopia, one of our five core values is…MAGICAL. When you work with a Digitopian… …you don’t work with an employee. You partner with a team mate. …you don’t get what you paid for. You get so much more because we care deeply about our core values of: SELFLESS DRIVEN FLEXIBLE SCRAPPY And…MAGICAL I’m so proud of my team. I love working with them. And you will too.

Having recently retired, I have found the time to go through documents, memos and photos that I collected over the years. My biggest takeaway is how fortunate I was to work with so many talented people, many of whom have gone on to achieve impressive accomplishments of their own both within and outside of Disney. One such over-achiever was Bill Ernest. He ultimately ran Disney's park business across the Far East. When we worked together, he was essentially the COO of the Disney Cruise Line. The quality of the guest experience DCL is know for was established by Bill and his team Bill coined a phrase, "aggressive hospitality." Several memos in my files capture the essence of this philosophy, both at DCL and DL. Bill pushed us to truly over-deliver against guest expectations. There were many examples, but maybe two simple ones capture it particularly well. The embarkation buffet is the first impression the guest has of the food. Bill added a large, shrimp fountain at the very beginning of the buffet. The food and accounting team pushed back on both the size of shrimp and the location. They proposed smaller shrimp at the end of the buffet when the guest plates had little room left. That didn't work for Bill. You only had to stand back and listen to guest comments to understand the how this first impression made them feel great about their choice of DCL. Another example is on a particularly bad weather cruise, when arriving in a Caribbean port, Bill insisted on giving away ponchos to anyone who didn't have rain gear. Ponchos are a particularly profitable item for our merchants, but this was probably one of our best marketing investments. There are dozens of examples like this. Some small, others more significant. All under the banner of "aggressive hospitality." One of the first memos I wrote in 2003 when I joined the Disneyland team was titled "aggressive hospitality." Well done, Bill (and Erling and Thomas and Cliff and .....)

Walt Disney's 7 guidelines for guest services is not just a masterclass in hospitality, it's a masterclass for life. 1. Smile & Connect: A simple eye contact and genuine smile makes guests feel seen and special. Hundreds of these daily moments create magical memories. 2. Welcome Everyone: Hospitality is our DNA. Be the friendly face that starts their Disney adventure right. 3. Share the Spark: Go beyond greetings. Share your Disney knowledge and create those "pinch me, I'm here!" moments. 4. Make It Right: Mistakes happen, but how we handle them matters. Listen, apologize sincerely, and find creative solutions. 5. Be the Happy Cast: Positive vibes only! Project smiles, helpfulness, and focus on the guest, even under pressure. You're part of the show! 6. Protect the Magic: Keep the Disney spirit alive. Be professional, courteous, and helpful no matter what. Remember, you're creating lifelong memories. 7. Spread the Thanks: A heartfelt "thank you" goes a long way. Leave your guests feeling appreciated and wanting to come back for more. So, whether you're leading a team, serving customers, or simply navigating everyday interactions, consider borrowing a page from Walt Disney's playbook. These 7 timeless tips can spark joy, build connections, and create a ripple effect of positivity that extends far beyond the theme park gates. Let's sprinkle some Disney magic into our lives, one smile, one hello, one "thank you" at a time!

Discover how the magic of Disney attracts millions of visitors each year, with an incredible 70% return rate. Even if your business is not in the entertainment industry, Disney principles can be successfully applied: ✨ Powerful Organizational Culture: At Disney, culture isn't limited to words on paper; It is the soul that permeates everything. Courtesy, attention to detail, creativity and an absolute commitment to customer satisfaction are key. 💫 Unwavering Customer Focus: From first contact to goodbye, every aspect of the Disney experience is meticulously planned to make guests feel valued. "Cast Members" are trained to prioritize customers' needs, delivering memorable interactions. 🌟Personalization and Enchantment: In addition to consistency, Disney values personalization. Cast members create unique moments, surprising visitors and creating deep emotional bonds. Get inspired by Disney and transform your company into a destination for loyal and enthusiastic customers!

As an Information Technology leader and a huge fan of The Walt Disney Company, I was recently inspired by the announcements made at the Disney Experiences Showcase during the D23 event. Disney’s commitment to innovation and the creation of magical experiences is nothing short of remarkable. What stands out to me is not just the technology they leverage but the incredible engagement and dedication of their employees—the cast members—who bring these experiences to life and inspire such fervent loyalty from fans. There are valuable lessons we can learn from Disney’s approach as IT leaders: • 𝗖𝗼𝗺𝗺𝗶𝘁𝗺𝗲𝗻𝘁 𝘁𝗼 𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻: Just as Disney continuously evolves to captivate and delight their guests, we must relentlessly pursue innovation within our own organizations. By embracing emerging technologies and thinking creatively, we can develop solutions that not only meet but exceed the needs of our clients and stakeholders. • 𝗟𝗶𝘀𝘁𝗲𝗻𝗶𝗻𝗴 𝗮𝗻𝗱 𝗥𝗲𝘀𝗽𝗼𝗻𝗱𝗶𝗻𝗴: Disney's success is built on a deep understanding of their audience's desires and expectations. Similarly, by actively listening to our employees and clients, we can develop technology strategies that truly resonate with their needs. This involves not just meeting their current requirements but anticipating future demands and being ready to deliver beyond expectations. • 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Disney’s cast members are a testament to the power of an engaged and passionate workforce. In IT, our teams are the backbone of innovation. By fostering an environment where our employees feel valued and empowered, we can inspire the same level of dedication that Disney cast members bring to their roles. As we continue to drive technological advancements, let us take a page from Disney’s book and remember that our most valuable assets are our people and the relationships we build with those we serve. By focusing on innovation, listening, and engagement, we can create experiences that are as magical as a day at the park. #Innovation #Leadership #ITStrategy #DisneyMagic #EmployeeEngagement

12 April is always noted in my diary… 33 years ago today I was part of the opening crew of the artist formerly known as EuroDisney Now Disneyland Paris.   I was so excited to be a ‘cast member’ My role? Working at “Bella Notte” serving pizzas and ice cream opposite, “It’s a small world” Waitress or waltzing in the parade, all cast members have to go through the. “Disney University” A masterclass in magic and service where we discovered: ↪ The difference between ‘on stage’ and ‘back stage’ ↪ What to do if Mickey Mouse faints? Do you take the mask off? (answer in comments)* ↪ The importance of the senses in an immersive experience It was my first foray in hospitality. Like a sponge I soaked it all in, Looking back, there are many lessons I took from this experience, that has put me in good stead today ⤵️ 1️⃣ Always clear your table at a fast food restaurant: I remember the mess people left for us to clear and was shocked. There are 2 people in this world. ✅ Those that do and ❌ Those that don’t. ❓Which person are you? 2️⃣ Say what you want: The script was the same every day Guest: Can I have a drink? Me: What would you like? Guest:  What do you have? Me: Coke, Sprite or Fanta Guest: Coke Me: Small, Medium or Large? Now, whenever I order, “Please may I have a small [insert drink]” I see the smile on the server’s face 3️⃣ Systems save time: We would go from twiddling our thumbs to queues out the door. Analyse the flow, see where you shave time (refer point 2), improves customer experience 4️⃣ Every moment counts: Smells piped through bakery walls, music in the streets, fun signage to read in the queue. Delight the customer at every moment 5️⃣ Team are everything: I admit the work was boring. But the team made it and I am still friends with many of former cast mates today. I laughed every day and have so many memories that I cherish always Happy Disney Day What lessons have you taken from the start of your career? P.S. Note the Dr. Martens plc boots. My rebellion to the 'costume' #events #creativity #transformation #experience #hospitality