The Disney Way For The Digital Age

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]...

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...

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...

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 Kindle Fire 06:10: What was the E-reader business turning point? 07:04: What’s right for my company? On innovating, adapting and choices 08:30: Are you using all of the customer data available to you? 09:19: How long do you have to predict a potential change in your business? 09:30: What happened to CNN+ ? 11:00: Let’s talk about risk tolerance and the ability to adapt with trends 12:00: On risk versus reward and data analysis 13:40: You don’t have to be an innovator to be successful! 14:40: What business action plan is best for your brand; innovate or adapt? 16:00: How long does it take you to buy a car? On “Analysis Paralysis” 17:30: Ask these 3 questions before you launch 19:08: On decision making and going with your gut instincts 19:38: Am I still in alignment with why I started this company? 20:11: More on Paralysis through Analysis 21:48: Are you keeping up on trends and using all of the available data? Ref: The Life of Brian 22:08: Is their Science behind going with your gut? What does that even mean? 23:28: What is 1,2,3, Go! And why should I use it? #1... 24:39: #2 26:34: #3 27:17: On what it takes for an Ad Agency to “pitch”, and the risk versus potential ROI. 29:06: Kevin’s Five P’s 30:18: Debbie on Michael Eisner and coming out of the “Disney dark years” 32:13: Ref: Field of Dreams movie. 33:43: Adaptations born out of innovation. Ref: Disney hotels 34:49: Tech advice- knowing your customers, and wrap-up. Ref: heuristic learning 36:37: Wieden Kennedy’s “Fail Harder” motto 37:05: Jimmy Dugin’s famous quote from “A League of Their Own” Movie quote link is HERE 37:39: The best piece of advice you’ll ever get! (this week. we think.) 38:06: On next week’s episode we welcome our FIRST GUEST! 38:50: 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: Welcome. Welcome to Kevin. Welcome. Yeah. [00:00:34] Debbie: Good morning, Kevin. Hello? What Deb there? Yes. What have you got on your head? [00:00:40] KK: Oh, uh, yeah, so I finally jumped in and, and, and wanted to explore, uh, um, I got myself a pair of VR. Glasses. [00:00:48] Debbie: Oh, there you are. yeah, [00:00:50] KK: yeah, yeah. I, uh, I'm diving into this Metaverse thing, so yeah. Yeah. I found, I actually did buy a piece of real, uh, digital, real estate. I got myself a piece of, uh, New York city. Um, I think I bought a park in Tudor city that, uh, my wife had played a concert in. I thought that was kind of cool. I as it was time to jump into this full VR thing and get the headset on. And yes, I, I, I was walking around, uh, Meta's Horizon worlds. Um, it was pretty cool. Um, so why am I doing it on the podcast? You may ask? [00:01:23] Debbie: It looks a little bit like you've become obsessed. If you ask me [00:01:27] KK: A little bit . Look, so I'm exploring and feeding my head with things that inspire me...

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. Ref: Touchpoint Mapping System 06:31: Parking lot example #1 07:30: How about once inside the establishment or venue? 08:54: Why does IKEA make cinnamon rolls? 09:44: What time of day is popcorn the most magical? 10:25: How many of your customers' senses are you engaging? 11:05: The touchpoint mapping process 12:00: You must get out of your office and walk the lot 12:48: Are you paying attention to every single detail? 13:20: With 20k cars in the parking lot- how do you find one customer’s automobile?! 15:10: On utilizing all of your resources and planning how to make even the day’s very last experience great. 17:47: About how it’s not our fault, but it may be our responsibility. 18:33: Golf pencils are cheap, but so is a lot of modern technology. 19:22: A note on pain points and sustaining what’s working well 20:00: Touch Point System Ref: Initech T.P.S. Reports 20:17: Again, are you paying attention? 21:00: Technology, Process and People 21:32: On solving a global pain point that has changed sales. i.e The Unboxing experience 22:30: Giving the most! Help your clients plan well. Ref: The Disney Genie 24:40: Kevin’s AI design work “Eve” within the Hard Rock’s new “Reverb Hotel” line. 25:06 A little about the Reverb Hotel experience 26:17: On the tremendous importance of Social Media Ref: Disney’s Code Of Conduct 26:54: Hard Rock’s 4 rocks / mottos. Link HERE 27:47: A sphere versus a linear line. Ref: The Value Chain concept. 29:45: The greatest piece of advice you’ll ever get! 30:32: Please reach out to us with questions, for consulting and free advice both! 30:47: 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]Hey everyone. Welcome back to the Disney way for the digital age. I am Kevin Kelly and my partner here is Debbie Zmorenski .Today we are talking about understanding your digital ecosystem and the touch points that support at all. Hey Deb, how you doing? [00:00:45] Debbie: I'm doing great again. [00:00:47] KK: Um, I am on my third cup of coffee and I just wanna say, I wanna share all the lovely people, the great news that you have. Yes. [00:00:55] Debbie: Yeah. So I saw this big health report and I am a big coffee drinker and it says you should have one to three cups of coffee today. It's great for you. It kills the bad cholesterol. It's good for your heart. Uh, it, it improves brain working. I, I, you know, I just, I was just waiting for them to come back around. Coffee's bad. Coffee's good. Coffee's you know, So now it's great for you. So just go for it. One to three cups a day, they said in order to gain the benefit. Wow. Yeah. [00:01:23] KK: Well, alright, so I need lots of coffee today. Cause I got in at 3:00 AM. I was flying out Orlando, traveling back home and flying on an airline. Oh wow. Heck flying on Frontier and, and it's been good experience. Everything's been...

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 their promise statement to be more adult friendly 10:00: About service standards and standards of behavior 12:00: A story about efficiency in customer care; and not being ‘un-Disney’ 13:25: Service standards empower employees to action smart decisions 16:40: The promise statement must align with your culture 17:00: A standard of behavior, for example.. 18:39: A miracle tool for ensuring your employees know exactly what's expected of them 20:00: On the typical longevity of an employee’s career 20:08: Service standards at Kevin’s company Big Buzz 22:00: On the importance of clear direction and design 22:51: About role modeling and leadership 23:00: Mutual respect of all prevents ‘bad show’ 26:00: On how to maintain consistency of the original design Ref: Right Fit Hire 28:28: Where does technology fit into this service framework? 28:39: Ref: Chatbots and Pixiedust also @ BigBuzz 29:19: Technology can be the medium of a great service framework, but nothing is a magic wand. Please SUBSCRIBE for Episode 6! 32:00: Traditions, expectations and more on right fit hire on the next episode, along with understanding your digital ecosystem and the touch points that support it. 32:40: The greatest piece of advice you’ll ever get! 32:27: Please reach out to us with questions, for consulting and free advice too! 34:18: 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: Well, welcome back everyone. To episode five of the Disney way for the digital age, this is one of my favorite topics that kind of the meat and potatoes of all that we believe is the Disney way. So it's title the foundations of the Disney way and how a solid service framework can shape your culture. So how you doing Deb? [00:00:48] Debbie: Good to see you. I'm doing great as always. Nice to see you. [00:00:51] KK: It was so nice to see you in person yesterday. I, I was in Orlando for the high tech hospitality technology convention. It was in your neck of the woods and we managed to get together for a breakfast [00:01:00] Debbie: and yeah. And, and you look great in person. I'm just gonna say, you know, [00:01:05] KK: likewise, All 3D and you know, it was just really nice. So. Yeah, seriously. It was nice to sit in the same room and it was, [00:01:11] Debbie: it was face to face. Good. Yeah. [00:01:14] KK: Good stuff. The show was good. Um, you know, nothing earth shattering, honestly, some of the stuff we're doing with, uh, Alexa for hospitality and, and the Chapo work we're doing is some of the coolest stuff. There's, there's some new innovations incremental. Innovations in smart room tech, you know, some climate controls and some of the stuff in the back that nobody really sees. So there's some really cool innovations in the worlds of, uh, hotel renovation you know, a lot of time when they're building, they don't have the...

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, also via tech 08:00: Every touchpoint is an opportunity to either reinforce your brand, or to have a negative experience. Ref: Concrete Company in Ep.3 @05:28 08:35: Debbie’s impactful, true story “about the small things that can matter so much”. 12:08: Staying on top of the market place & making customers for life. 12:38: The difference between loyalty and commitment. 14:30: On Zappos’s Tony Hsieh 14:50: Money is an issue if your customer does not have their expected experience 16:30: How do you create a strong brand commitment and emotional connection? 16:40: Six questions and a creative brief! Click for: DW4DA_Creative Brief.pdf 19:40: Advertising is no longer a one way street; we must be authentic and listen well. Ref: Hard Rock Reverb Hotels 20:00: At the end, what is your desired response? 22:00: The greatest piece of advice you’ll ever get! (this week) 23:07: 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: Hey folks, welcome back. We're so glad that you're listening. This is episode four of the Disney Way for the Digital Age. I'm Kevin Kelly and my partner in crime here Debbie Zmorenski. Hey Deb [00:00:41] Debbie: Hey, good morning. How are you? [00:00:43] KK: I'm okay. I dunno if you noticed, do you know what this shirt is I got on here? [00:00:49] Debbie: uh, well, but , I did Rage Against the Machine? KK: So people I'm gonna say this is, I think it's time. You guys are getting to know us, it’s been four episodes. So maybe, you know, that I'm a, an ex-drummer in kind of a 90’s, uh, heavy Rock guy, but Deb is a Metaler or a head banger. What would you say? You know? Debbie: Yeah, I guess I'm a, I'm a head banger. I'm I'm a heavy metal fan, deep, deep, deep inside. Believe it or not. [00:01:24] KK: So you haven't have you been back to any shows since, uh, lockdown is over? [00:01:30] Debbie: Oh, lockdown has been over and I've been so busy. Um, and they are all out again now and people coming back. Yeah. Yeah. People are coming back and I've missed some of my favorites, which is. Just been heartbreaking. My, my daughter and I are talking about Disturbed as coming back and, uh, Seether. So we're thinking we wanna at least get in a couple concerts this year. [00:01:53] KK: yeah. Summertime get some summer concerts. [00:01:54] Debbie: Yeah. It's so good to see 'em back, you know? [00:01:58] KK: Yeah. It is. Uh, what do I got coming up? Oh, I honestly, I don't, I, I gotta get to some shows. I've been going to Broadway shows lately. Now I sound like an old guy, but, [00:02:08] Debbie: No, I like to do that. I just haven't had a chance to get to New York city. [00:02:13] KK: Yeah, we got a great venue here called the Paramount here in Long Island. And uh, I think Goo Goo dolls are coming. Oh, the Black Crows are coming around, so, oh, wow. Yeah. Oh, in Jones beach theater,...

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 microchips and wires 07:50: On finding the technology that is a good fit for you and your customers 08:38: On solving labor shortages, recruitment, hiring and training 10:30: It’s about the people and the culture! 11:16: About “right fit hire” and asking the correct questions, pre and post hire 13:13: Do you really understand your core customers? 15:15: Ref: Survey Monkey and tips to craft a successful survey campaign 16:50: Do you only get once to make a first impression; does that also apply to tech? 19:00: Would you like fries with that? 20:00: Why brand development stems from listening to your core customer. 21:00: On Debbie’s example of the concrete company. Typically growth begats chaos 22:51: On strategic planning for company growth 23:50: On your customer experiences. Also, have you ever waited tables? Tell us in the comments! 25:00: If you don't first have a clear vision and plan, it's probably going to be impossible to move forward. Ref: Disney Institute 26:48: The greatest piece of advice you’ll ever get! (to date) 27:00: Recap and advice 28:45: A parting thought and what’s coming up on our next episode! 29:07: 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: Well, welcome back to episode three of the Disney way for the digital age. I'm Kevin Kelly and my partner in crime here. Debbie. Zmorenski How you doing Deb? [00:00:40] Debbie: I'm doing great. Welcome everybody. [00:00:42] KK: It’s nice to be back, uh, doing a little weekend recording for a change, right? Uh . Yes. Well, I got out this morning, got out on the bike. I am sorely out of shape, got out on the bike and did a little run. I have a race next month that I am not prepared for, but I, so I'm gonna. I’m a little bit tired. [00:01:00] Debbie: I admire that, you know, I, I admire that. I, I get my most steps when I, uh, go to my dad's and run all around for him. But other than that, , [00:01:11] KK: and next week I'm gonna head over. I'm gonna be in your neck of the woods, so we're gonna have to get together. I'm gonna be in Orlando for the that's right. Uh, the high tech. Uh, expo that's the hospitality technology. Yeah. Uh, expo. I'm excited to, you know, walk through the expo and, and see some of the folks I know. And I don't know if folks know that, um, we do, uh, technology installations and design for, uh, for hospitality brands. So work for, um, hard rock hotel, build their chat bot and their voice experience. And mm-hmm Alexa in the room and what she can do and say, and help and fix. Fix your toilet, or at least tell someone you need to fix your toilet or tell you where the best burger is and fun stuff like [00:01:50] Debbie: that. So, um, well, and, but you have to be careful. I, I have a, a psychic friend of mine who says that Alexa's are portals and can let bad things in. So I, you know, I just, I...

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 successful merging of cultures 10:27: Do we need a design plan? Cultural engineering 11:02: The third pillar is Technology 12:12: On the customer experience via tech 12:53: Different types of tech integration 13:30: Defining how much technology is really needed? 14:00: Is technology helping to grow your brand or is it eroding it? 15:09: Six questions to honestly assess your culture Ref: www.disneywaydigital.com 15:50: Number one… 18:55: How does tech fit into delivering an exceptional experience to your customer? 19:48: The internal versus the external customer’s needs 21:21: On how Disney applied tech internally, a few years back 23:40: It comes down to access 24:34: A parting thought and what’s up on our next episode! 25:57: 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. [00:00:25] KK: Yeah. We have a theme song. Isn't that great!? Amazing. So, awesome. Good to see you again. Thanks for coming back. And hopefully our listeners they've come back, but I'm so glad you came back! That’s not guaranteed. Right? [00:00:44] Debbie: Well, you know what I used to say when I’d release the guests for lunch and they'd come back after lunch. I'd say thank you for coming back from lunch. You always know how things are going. If no one comes back from lunch that's right. Especially delivering programs where they could sneak off to a theme park, right? [00:01:01] KK: Oh that's right. Well, I remember having a breakfast and I said, associate that friend here that I still work with in long island. We had breakfast, a breakfast in animal kingdom. Yeah, one morning of Disney Institute and I can't remember. And Harambae, I think it was really cool. And if you are lucky, we came back. Cause I was definitely wanting to just hop on the train and go. stay in the park [00:01:30] KK: Exactly. But I went back because the curriculum was so engaging, but welcome back. Um, so nice to, to, to be doing this with you again. So we promise folks that we would start to get into some nuts and bolts about how to honestly assess their culture. Um, we look at it. We've, we've Deb had talked about the, um, the three pillars that support great customer experience that, you know, you deliver once your culture's in place. So those three elements are brand culture and technology, and I'm kind of the, the brand guy in this, this group, um, you know, um, brand is the way that. A name of a company and the service from the company and a logo of the company makes people feel right. That's that's brand, right. It stays with you. It's called brand like a brand. You put on a cow. It's like, because that sticks with you. If you've done it. Right, right. You, it sticks with you. So what, and, and, and we've. We were always surprised that so many folks hadn't really talked about this more, but our belief is that culture and brand are inextricably...

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 do you recover from a stumble and “Insidious decline” 14:08: Ref: Book “Storming the Magic Kingdom” 16:38: Michael Eisner speech clip. Ref: Michael Eisner and Frank Well’s FULL introduction speech: HERE 17:15: The impact on Debbie of his speech at that juncture 17:30: The Disney Decade. 18:30: Footsteps speech/getting on the bus [no longer in print] 18:50: On the big cultural and structural change 21:00: One of many streaming/content games now in town 22:05: A bit more on Judson C. Green’s “Get On The Bus”/Service Excellence Framework here and how the new culture boarding process transpired 25:18: The Greatest Advice You’ll Ever Get (We think!) 25:50: “You should pay careful attention to your culture; because culture happens by accident, or by design. We hope to help you curate and create that culture by design”. Successful companies regularly step back and say: Where are we today? What's working? What's not working? They examine all the elements of their culture and ask what they need to do, to move forward. 22:33: What’s happening on our next episode?! Please find us on the Web at: www.disneywaydigital.com And on the Social at: Debbie: debbie@disneywaydigital.com also LinkedIN and @DZmorenski on Twitter and @dkzcoach on Facebook Kevin: kevin@disneywaydigital.com and @BigBuzzKev on Twitter INSTA & Facebook 27:20: The End TRANSCRIPT: 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. [00:00:30] KK: Hey, Debbie. It is so great to finally be doing this, uh, boy, you and I have been working together and, and talking for almost two decades. I think we figured out I was going to go try and find my old Disney Institute book and see when that, when that first meeting was. Gosh, we've been working together forever it seems! [00:00:48] Debbie: this, this is going to be a lot of fun to put our ideas together, to share ideas with, with others and make an impact. We hope on other businesses out there. So I'm looking forward to. [00:01:01] KK: Yeah, likewise, uh, to give folks some background. Um, Debbie and I have worked together. I, I met Deb, uh, at the Disney Institute about two decades ago. We're figuring that out. And, um, we [00:01:13] Debbie: started with, I hate to tell you, but I think it was longer than that, but that's okay. We'll go with, let's [00:01:19] KK: go two decades. Geez. Um, yeah. And you know, kinda changed my life and my perspective of how to run my business and return. And, uh, you know, had, had to create a friendship and relationship with Deb. And, and we had started working together, build a program for brands and, and, and, um, even agencies for reselling to brands that we would help structure a culture and integrate it with, um, brands and how their brand comes to life through service and a lot of other ways. So, um, that's something we've been doing. It's, it's, it's been exciting work, so I don't know what five, six years ago. Let's write a book. [00:02:02] Debbie: What great idea. Right? [00:02:06] KK: So, uh, the Disney winning for the digital age. Yes, it is a book and a podcast. Um, we're doing well with the book, but, you know, w we we're, we're, we're finishing up and they...