One of the reasons for The Walt Disney Company’s long- term success is really the first of Dr. Deming’s famous points, “create constancy of purpose.” In his professional career,
BILL CAPODAGLITwenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers.
More Bill Capodagli Quotes
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In the best organizations, love is the real “pixie dust.”
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Walt Disney said everything he had ever accomplished was a result of Mickey Mouse. Mickey was Walt’s alter ego and he was originally modeled after Charlie Chaplin’s Little Tramp character. So without Chaplin, who knows what Mickey would have become!
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Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.
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Walt’s major passion was to provide the finest in family entertainment. For the most part, for nearly a century, the Company has stayed true to that legacy, and has set the standard for the entire entertainment industry.
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When values are deeply embedded within an organization, they seldom change.
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Productivity starts with doing the right things.
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Social media can work to a CEO’s advantage. Someone with a great product in a small town in the middle of nowhere can compete in the world marketplace.
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The two greatest role models in my professional career were Walt Disney and Dr. Deming. Dr. Deming was the Father of Total Quality Management and the person who redefined quality for the entire world.
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In today’s global economy, innovations and improvements to products and services are not only happening more rapidly than ever before in history, they are being communicated instantaneously. So, it’s “innovate or die”!
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When you focus on results, you will very seldom see a change in your culture. But, if you focus on a customer-centric culture, you will realize long-term results.
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My mother’s work ethic, her attitude, and the way she treated each and every customer as if they were her best friend were better lessons than could be found in all the text books in the world.
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Often we will learn more from our failures than we do from our successes.
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The two critical questions to ask are: “Who is my customer?” and “What value am I adding?” Unfortunately, many workers cannot answer these questions. They tend to blindly do things, and develop bad habits of doing things over and over for no good reasons.
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If your values are not used as the constitution of your organization, or if they are compromised, they become just words on paper.
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The results of “engaged” companies vs “disengaged” companies are staggering. Getting workers to be more engaging with their coworkers and customers can produce huge results.
BILL CAPODAGLI