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.
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,
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.
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”!
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.
There is an old Indian saying, “When legends die, dreams end. When dreams end, there is no more greatness.” Leaders like Walt Disney inspire their organizations to keep their legends and stories alive.
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.
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.
Love for coworkers, love for customers, love for the product and love for self. Walt Disney instilled all of these “loves” in his company. Each of these factors is critical to achieving success in any organization.
