The Disney Way For The Digital Age
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.
Episodes
SHOW NOTES:
1:00: Debbie Zmorenski and Kevin Kelly’s background and introductions.
2:50: A bit more about Debbie’s background w/ Disney Ref: The Disney Institute
5:12: A bit more about Kevin’s background
9:00: An overview of the types of topics we’ll be discussing as we progress!
11:05: About some of the stories and history we’re going to share!
11:39: “The Dark Years”. All companies stumble, Disney was no exception
12:03: How ...
SHOW NOTES:
0:35: Hey, thanks for coming back!
1:48: The three pillars that support great customer experience, once your culture's in place. On Brand.
2:53: Debbie on corporate Culture; what makes your corporate culture?
4:50: Consolidation, it’s even making news.
5:40: On returning to the office.. are we doing that? How, why, and to what end?
8:00: Culture can really take a dive if you’re not paying attention.
8:50: About the su...
SHOW NOTES:
00:30: Welcome back! Thanks for finding and joining us again!
01:30: Did you know we do technology installations and design for hospitality brands?
02:40: The joy of using Alexa and various other robots
03:31: Short recap of episode 2. We’ll cover the remaining questions today!
04:30: Number four…
05:28: About the concrete company for which Debbie is currently consulting
07:00: On how new tech does not always employ m...
SHOW NOTES:
00:30: Welcome back! Thanks for finding and joining us again!
00:49: What concerts & shows are you going to this summer? Tell us in the comments!
02:27: In our last episode..
02:45: What exactly is brand identity?
04:20: On why it’s important to grow an emotional connection
06:01: If you are not aware of any emotion connection, it may instead hinder growth
07:27: On using customer experiences to develop your brand, ...
SHOW NOTES:
00:30: Welcome back! Thanks for subscribing and joining us again!
00:52: Ref: The Hospitality Industry Technology Conference
03:00: The Disney Service Framework:
04:33: Ref: Disney Institute Programming. “Be Our Guest” book.
05:15: Disney’s promise statement
06:15: On the development of Big Buzz’ purpose statement
07:37: All of your service framework tools may need to change over time
08:00: How Disney modified the...
SHOW NOTES:
00:30: Welcome back! Thanks for subscribing and joining us again!
00:55: More coffee please!
01:40: The joys of flying, and missed opportunities. Ref: CLEAR & TSA Pre
03:42: Opportunities for brands to make great decisions
03:50: What we’re talking about today! Ref: CRM = Customer Relationship Management
05:38: What is a digital touchpoint?
06:18: Touchpoints are all about every single opportunity to interact. Re...
SHOW NOTES:
00:30: Welcome back! Thanks for subscribing and joining us again!
00:34: Kevin, what do you have on your head? Ref: Metaverse and Meta’s Horizon Worlds
02:09: In our first episode we talk some about the Disney dark years
02:20: What are we talking about today?
03:00: What do you need to adapt, innovate and can your business really die?
03:58: Border’s Books, Barns & Noble and the comeuppance of Amazon Ref: Nook and K...
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 ...
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 Cli...
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 Stat...
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