SHOW NOTES: 00:30: Welcome back! Thanks for subscribing and joining us again! 00:53: A glance back at our journey together thus far! 01:36: Why is Debbie an Operations gal at heart? 04:45: Maybe operationalizing is what this is all about; as we begin to reflect 05:11: Ref: @11:49 in Ep.1 "Introducing The Disney Way for the Digital Age Podcast" 06:31: On building out of Disney's dark years 08:13: The purpose of the Purpose Statement 08:40: About creating happiness every day 09:07: Creating Customer Experience Magic (CXM) 10:30: Ref: Service standards we discussed in Ep.5 “Foundations: How a Solid Service Framework Can Shape Your Culture” 11:07: Operationalizing your culture is possible Ref: Right Fit Hire Ep.3 “Managing Chaos and Control - Right Fit Hire and Technology” 12:41: Three pillars supporting an extraordinary customer experience: Brand, Culture,Technology 13:47: Ref: Ep.4 “Demystifying Brand Identity and the Emotional Connection” 14:21: Ref: AT&T television Ads 15:14: Internal versus External customers 15:38: How does Technology fit into your company and fit alongside Brand & Culture? 17:00: Do you love chat bots? Why or why not? Tell us in the comments! 18:03: Customer service… Customer, Service! 18:55: 6 Questions to ask to evaluate your current culture 20:25: The Cycle of Growth - Structure> Growth > Chaos > Analysis 21:09: The Creative Brief [PDF featured in Ep.4 here] 22:30: What kind of brand are you, what’s your brand personality? 23:10: On the Touchpoint Mapping System featured in Ep.6 “Touchpoints: The Anatomy of Your Digital Ecosystem” 23:38: Touchpoints are everywhere, as are opportunities for them to make them work 24:46: Same in the digital world. Ref: A spherical value chain @27minutes in to Ep.6 25:39: Ref: @32:12 in Ep.9 “Faster Than Normal Zombie Loyalists with Peter Shankman” 26:24: Everything is rolling along perfectly; then it all changes! Ref: Ep.7 “Innovate, Adapt, Or Die” 27:50: A few concepts on ‘innovate, adapt, or die’ 28:44: Remember.. Adapt is different than Adopt 29:43: The best piece of advice you’ll ever get!! (this week. we think.) 30:25: Ref: Aaron Sorkin’s The Newsroom 30:35: And including this… 31:22: The Cliffhanger!!!….. What do YOU want from a Season Two!? Tell us in the comments or here: debbie@disneywaydigital.com and kevin@disneywaydigital.com 31:53: What we’re thinking about… 32:52: Debbie is talking about this part of our website HERE 33:48: Why did Debbie make a new pathway and leave Disney anyway?? 34:50: Thank you everyone!! 35:25: 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: Wow, folks, welcome to episode 10 and our season finale of season one operations recap, season one review with our dramatic cliff hanger. So Deb, do you believe this? Number 10. It feels like just last week it feels like we were saying, let's try this podcasting. I think we might have something interesting to say [00:00:52] Debbie: it. This went so fast when we talked about doing 10 episodes, weekly and so forth, it just seemed like so far away. And yet here we are. [00:01:02] KK: Here we are. And now we're embarking upon the challenge of recapping. This is a recap of season one. So we're gonna fit, uh, several hours of information into about 24. [00:01:13] Debbie: Yeah, I was gonna say, so how much time do we have for this? [00:01:17] KK: We're gonna try not to go over 30 minutes. Mm-hmm um, So interesting go, you know, I gotta admit I've gone back and listened to some of the episodes. Yes. And just see, you know, and they're interesting, but what I found interesting about the opening, you mentioned as you're introducing yourself and reviewing your career, you said I'm an operation girl at heart and I love operation. And I said, maybe I gotta ask Deb. What's behind that. [00:01:39] Debbie: That, that's a great question. And, and when you and I were talking, uh, the other day and we mentioned this and I thought I really have to think about this because it always seems so natural for me. But what I I realized was is that I love being in the thick of things right. Over the years, I had opportunities to move up. I, I had, I moved up into various upper level positions, which was great but ...
