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E5: Foundations: How a Solid Service Framework Can Shape Your Culture
- 2022/07/05
- 再生時間： 35 分
- ポッドキャスト
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サマリー
あらすじ・解説
SHOW NOTES: 00:30: Welcome back! Thanks for subscribing and joining us again! 00:52: Ref: The Hospitality Industry Technology Conference 03:00: The Disney Service Framework: 04:33: Ref: Disney Institute Programming. “Be Our Guest” book. 05:15: Disney’s promise statement 06:15: On the development of Big Buzz’ purpose statement 07:37: All of your service framework tools may need to change over time 08:00: How Disney modified their promise statement to be more adult friendly 10:00: About service standards and standards of behavior 12:00: A story about efficiency in customer care; and not being ‘un-Disney’ 13:25: Service standards empower employees to action smart decisions 16:40: The promise statement must align with your culture 17:00: A standard of behavior, for example.. 18:39: A miracle tool for ensuring your employees know exactly what's expected of them 20:00: On the typical longevity of an employee’s career 20:08: Service standards at Kevin’s company Big Buzz 22:00: On the importance of clear direction and design 22:51: About role modeling and leadership 23:00: Mutual respect of all prevents ‘bad show’ 26:00: On how to maintain consistency of the original design Ref: Right Fit Hire 28:28: Where does technology fit into this service framework? 28:39: Ref: Chatbots and Pixiedust also @ BigBuzz 29:19: Technology can be the medium of a great service framework, but nothing is a magic wand. Please SUBSCRIBE for Episode 6! 32:00: Traditions, expectations and more on right fit hire on the next episode, along with understanding your digital ecosystem and the touch points that support it. 32:40: The greatest piece of advice you’ll ever get! 32:27: Please reach out to us with questions, for consulting and free advice too! 34:18: End credits Please find us on the Web at: www.disneywaydigital.com Via email: debbie@disneywaydigital.com and kevin@disneywaydigital.com And on the Socials at: Debbie: LinkedIN and @DZmorenski on Twitter and @dkzcoach on Facebook Kevin: @BigBuzzKev on Twitter INSTA & Facebook TRANSCRIPT via Descript: Intro: Magical customer experiences don't happen by accident. They happen through careful planning and meticulous design. Kevin and Debbie have been engineering, extraordinary customer experiences for over 30 years. Join us as we explore corporate culture, branding, service, excellence, and much more through storytelling, technical curiosity, and friendly conversation. The Disney way for the digital age will be revealed. [00:00:29] KK: Well, welcome back everyone. To episode five of the Disney way for the digital age, this is one of my favorite topics that kind of the meat and potatoes of all that we believe is the Disney way. So it's title the foundations of the Disney way and how a solid service framework can shape your culture. So how you doing Deb? [00:00:48] Debbie: Good to see you. I'm doing great as always. Nice to see you. [00:00:51] KK: It was so nice to see you in person yesterday. I, I was in Orlando for the high tech hospitality technology convention. It was in your neck of the woods and we managed to get together for a breakfast [00:01:00] Debbie: and yeah. And, and you look great in person. I'm just gonna say, you know, [00:01:05] KK: likewise, All 3D and you know, it was just really nice. So. Yeah, seriously. It was nice to sit in the same room and it was, [00:01:11] Debbie: it was face to face. Good. Yeah. [00:01:14] KK: Good stuff. The show was good. Um, you know, nothing earth shattering, honestly, some of the stuff we're doing with, uh, Alexa for hospitality and, and the Chapo work we're doing is some of the coolest stuff. There's, there's some new innovations incremental. Innovations in smart room tech, you know, some climate controls and some of the stuff in the back that nobody really sees. So there's some really cool innovations in the worlds of, uh, hotel renovation you know, a lot of time when they're building, they don't have the ability to wire everything they need. So they've got, you know, it's hard to get smart room going in a room, so there's some cool stuff going on there. Overall. It was, it was a. great show Um, it was so nice to see trade shows booming again, mm-hmm, very crowded, so just good, um, to get back into the thick of things. So anyway, big episode, we have to get to, um, what I really believe was the most impactful piece of my Disney training and something that was really transformative for my company. It's time we discuss how service excellence is structured, measured, and achieved and how the Disney way can consistently create magical customer experiences. The service excellence initiative was one of the key items that pulled Disney outta the dark years. Right, Deb. So yes, yes. We mentioned service framework in passing. So we are gonna dig deep today and that's where I'm gonna hand that off to Deb who has lived it taught it. Brought it to my company about...