Twenty 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.
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.
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,
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”!
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.
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!
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.
