The Disney Way For The Digital Age

By: Kevin Kelly
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  • Summary

  • Magical customer experiences don’t happen by accident, they happen through careful planning & meticulous design. Kevin Kelly and Debbie Zmorenski 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! Our mission is to give our listeners real-life information that can be used to create a successful business model leading to competitive advantage and loyal customers for life. We’ll l share our combined experience in operations, leadership, and technology in a way that is relevant to all businesses.
    Copyright 2022 All rights reserved.
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Economics Social Sciences
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Episodes
  • E10: Operation Recap - Season 1 Review and a Dramatic Cliffhanger

    E10: Operation Recap - Season 1 Review and a Dramatic Cliffhanger
    Aug 9 2022
    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 ...
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    36 mins
  • E9: Faster Than Normal Zombie Loyalists with Peter Shankman

    E9: Faster Than Normal Zombie Loyalists with Peter Shankman
    Aug 2 2022
    SHOW NOTES: 00:30: Welcome back! Thanks for subscribing and joining us again! 00:46: Debbie’s Dad is using the remote senior care product and loving it 02:08: Kevin, his son and Peter did the NYC Triathlon..on the hottest day of the year! 03:42: Introducing our guest Peter Shankman! Best sellers by Peter Shankman 03:52: When Peter met Kevin in 2012 on Kevin’s first podcast The Buzz Bubble; courtesy of the very talented Cindy Clifford! 04:45: When Peter met Debbie. The Buzz Council Ep 2 – Peter Shankman, Dr. Bob Deutsch, and Deb Zmorenski on Customer Experiences 05:35: What’s been going on Peter?! 06:18: What’s a waffle you may ask? Follow @petersdogwaffle on INSTA 06:40: What do consumers expect right now? What can brands do to live up to, or exceed those expectations? 07:30: On “managing expectations” 08:37: On being consistent, consistently 09:57: A little story about Marriot’s Bon Voy Rewards program and consistency 10:46: You might be saving money, but at what cost? On Loyalty Rewards Programs. 13:56: Peter has switched to Forward for his healthcare. 15:05: Growth is always the right choice for a company- or is it?! Ref: HARO 16:13: An honest question for anyone who is contemplating growing, or selling. 16:51: If you're selling a product, or if you're in involved with a customer in any capacity… 17:06: Two stories illustrating how to, and how not to make a correction 19:23: This is the moral 19:43: Why the NYC Triathalon is “likely” never re-gaining Peter as a 16x competitor 21:22: Not to beat a dead horse, but the NYC Triathlon has some work to do.. 22:13: [editor has tried & failed to find photographic evidence of Peter’s manatee example] 23:28: What is the Neuroatypical Economy? Ref: Neurodivergent and Neuroatypical also what is ADHD/ADD Attention Deficit Hyperactivity Disorder, Executive Function Learn more by checking out Peter’s podcast Faster Than Normal 24:18: A few reasons why it’s important to seek and hire neuroatypical, and neurodivergent people. 25:00: Breaking the stigmas of being Neuroatyopical. There is not reason to be fearful! 25:26: A few simple ways neurodiverse people may work differently 26:16: Ref: Additude Magazine 26:57: ADHD and forms of neurodiversness are a gift, not a curse! 27:18: The world once worked 9 to 5 because that was what assembly line workers did! That is now dead. 28:12: Peter on his time at AOL versus “fully structured”, programmed days. 28:46: If you are a boss who feels that you can't trust your employees, then you have a hiring problem. 29:45: Peter’s Morton’s Steakhouse story. Ref: The Tweet in play 30:51: Constantly focusing on customer service.. 32:12: The best piece of advice you’ll ever get! (this week. we think.) 32:36: Than you Peter Shankman!! 32:45: Up next next week- our big Season Finale!! 33:21: 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: All right, folks, here we are episode nine. Believe it or not. We're calling this one Faster Than Normal Zombie Loyalists. And that is due to our wonderful guest, which I will introduce shortly, but, uh, Deb and I just gotta catch up. I haven't seen you in a while. I haven't seen you. Thank you for sending those videos of your Dad. Mm-hmm um, he's using the remote senior care product and he was some. He is the cutest thing. Um, he is, and the apple doesn't fall far. [00:00:58] Debbie: Thank you. He told me that any time you needed anything, he would do it for you. [00:01:05] KK: So super nice and so glad that he likes it. You know, he you're able to keep in touch with him and he likes that, uh, Alexa does a little dance for him and you can save a trip or two going over to visit your Dad. Uh, if he doesn't pick up the phone. [00:01:20] Debbie: Yeah, well, when he doesn't pick up the phone or he leaves it off the hook, I do a drop in cuz if he's in the house, I can at least get catch up to him. And I'm not in a panic all the time and say, Dad, your phone's off the hook. Last time I called the police for a wellness check he got really mad at me. Yeah. Embarrasses him, y'know, so, yeah, he calls her his best friend. [00:01:45] KK: Oh, that's so nice. [00:01:46] Debbie: I'm serious. He said, this is, is my best friend [00:01:49]...
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    34 mins
  • E8: Disney’s Secret Sauce, Our Special Guest - Mary Flynn

    E8: Disney’s Secret Sauce, Our Special Guest - Mary Flynn
    Jul 26 2022
    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...
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    33 mins

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EP 1-8 are Great!

I learned lots of theory and techniques on providing exelcellent customers service. But, they lost their way on Ep 9 more complaining than educating going on in that one.

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