SHOW NOTES: 00:30: Welcome back! Thanks for subscribing and joining us again! 00:48: Debbie, how was your maiden voyage on Disney’s Wish? Ref: Castaway Cay 03:00: Introducing our Guest Mary Flynn. Ref: Mary’s new book Disney’s Secret Sauce 05:00: Mary Flynn shares how she was recruited by Disney 07:00: On Disney’s program called Traditions 07:55: Mary’s first day in Traditions Ref: Disney Service Standards 10:33: A note about secrets, truth, equality and values 13:23: Mary’s epiphany about the Disney way 15:16: The Disney Culture. And that’s Culture with a capital “C” 16:09: On specifying very exact values with which to lead 17:40: A note about operationalizing the Magic 19:20: Disney leaders come from the front lines. Ref: Meg Gilbert Crofton 20:27: What happened when Mary said: I’d like an increase in pay please? 21:25: A note about adding value 23:02: On knowing all that is your job. Aka: On living the gig 24:17: Data gathering is constant and on-going. Ref: Data gathering in our last episode 25:00: You can't get a cohesive organization when every single department has their own Culture. 27:00: Initial training/on-boarding, coaching and feedback 27:45: Build a culture with the capital C Ref: Mary Flynn’s book “Disney's Secret Sauce": The Little-known Factor Behind The Business World's Most Legendary Leadership” 27:58: On the importance of consistent feedback 29:30: Culture is like a crop 30:40: The best piece of advice you’ll ever get! (this week. we think.) 32:23: Than you Mary Flynn!! 32:43: 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: So welcome everyone to episode eight of the Disney way for the digital age today, we have our first guest I'm so excited. Um, this is gonna be called Disney's Secret Sauce, which is the name of her book. And we're gonna in, uh, invite Mary in shortly, but I just wanted to catch up with Deb because she had something fantastic happen just last week. She got to be part of a, a private cast member cruise on the Disney's Wish maiden voyage, right? [00:00:56] Debbie: Yes, indeed. And it was amazing. Um, you know, uh, one of the things that Disney does so well is make sure that they gather enough information that when they roll out, especially something new, like this new ship to the guests that it is a magical experience. And so one of the things that they do is they allow cast members and their families to come on board and we become the test subjects and we experience what the guests will experience. And at the end, of course we critique what went well, what didn't go so well, any ideas and suggestions that we have and let me. just say up front in case anyone's listening. Um, from the cruise line, I will be happy to be a test subject as many times as you need. just give me a call. Okay. Um, so it was absolutely an amazing experience and the ship is just, just gorgeous. And in fact, um, Disney cruises line was just named the best large ship ocean cruise line by Travel & Leisure readers. So that was, that was kind of a nice, uh, timely, um, little award. Yeah. So, but one of the things that Disney has is their own private island called Castaway key. And it's one of my favorite things to do. I go down to the adult beach, have a properly chilled adult beverage lay in my lounge chair, gather up the sun beams and and jump in the beautiful Caribbean. water when I get too warm,. As it turns out, I have threw my towel down on a, on a chaise lounge by this amazing woman. Uh, her name was Kelly. She is a leader for Disney vacation club and we talked, no, no joke. Between getting in and out of the water, we talked for four hours and wow. My takeaway on that was that the culture of exceptional leadership at Disney is alive and well, and, and. Honestly, it really leads to our guest and what she's going to, to talk about today. So without further ado, I'd like to give you some introductory information, um, for Mary. Yeah, she is an award-winning author, poet humorist. Um, she's a renowned international trainer business facilitator and conference speaker for the Disney Institute. And I, she says retired. I think she's retired from Disney Institute, but certainly not retired from, from life . She has more than 20 years experience...
