Perfecting the Customer Experience

The real Disney magic isn't so much the Mouse as it is the customer service. Duplicating that level of service isn't easy - unless you learn the 'business behind the pixie dust' from Jeff Kober and Ted Topping next month at Disneyland.

- by Jeff Kober, April 1, 2011

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Often people who experience the Disney parks and resorts wonder why they don't see the same quality of service and experience in their own business or organization.

They're impressed with the employees, or Cast Members. They're envious of the consistent level of quality and creativity. And they notice that Disney's customers, or Guests as Disney refers to them, respond so much better to the level of service provided to them.

Now there's a way to find out how the magic comes alive: Perfecting the Customer Experience, a unique, three-day benchmarking program at the Disneyland Resort.

This intense, small-group experience will help participants study the 'business' behind the pixie dust. It will illustrate the standards, systems, and best practices that produce sustained success, and demonstrate the service standard to which all consumer-facing businesses should aspire.

When is it being held? April 26 to 28, 2011.

Who attends such a program? Participants would typically be people working at a level where they can influence both the customer-experience environment and the people in it. Often they attend by themselves or with a colleague, but companies wanting to send five or more may want to ask for a custom-tailored program.

Who is teaching it? Jeff Kober and Ted Topping.

Jeff Kober is president of Performance Journeys in Orlando. A former leader with the widely acclaimed Disney Institute, Jeff still specializes in performance improvement and learning in the workplace.

Ted Topping is president of Creative Insights Inc., a service-design consulting firm in Vancouver. With a practical and action-oriented approach, he helps organizations execute the important details that lead to sustained success in any consumer-facing business.

How much is it? The program is priced at $1,600, and includes the following:

• Three-day, hands-on workshop plus all materials including workbook with key points and space for notes.
• 3-Day Park Hopper admission to Disneyland Park and Disney California Adventure Park.
• Dining experiences throughout the program.
• The Wonderful World of Customer Service at Disney by J. Jeff Kober.
• Lead With Your Customer by Mark David Jones and J. Jeff Kober.
• Start and Run a Retail Business by James Dion and Ted Topping.

Will we be spending time at Disneyland? Oh, yeah! Big time!

How can I find out more? Two ways:

1. For immediate information, visit Performance Journeys to learn program details as well as registration specifics.
2. Also, stay tuned to Disney Dispatch as we'll be presenting details here as we get ready for this exciting program.