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The Disney Way For The Digital Age

Business & Economics Podcasts

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.

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Location:

United States

Description:

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.

Twitter:

@bigbuzzkev

Language:

English

Contact:

2124616021

Episodes

E10: Operation Recap - Season 1 Review and a Dramatic Cliffhanger

8/9/2022
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...

Duration:00:35:47

E9: Faster Than Normal Zombie Loyalists with Peter Shankman

8/2/2022
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...

Duration:00:33:33

E8: Disney’s Secret Sauce, Our Special Guest - Mary Flynn

7/26/2022
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...

Duration:00:33:15

E7: Innovate, Adapt, or Die

7/19/2022
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...

Duration:00:39:06

E6: Touchpoints: The Anatomy of Your Digital Ecosystem

7/12/2022
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...

Duration:00:31:13

E5: Foundations: How a Solid Service Framework Can Shape Your Culture

7/5/2022
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:...

Duration:00:34:50

E4: Demystifying Brand Identity and the Emotional Connection

6/28/2022
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...

Duration:00:23:35

E3: Managing Chaos and Control - Right Fit Hire and Technology

6/21/2022
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...

Duration:00:29:35

E2: Three Pillars Supporting Great Customer Experience

6/14/2022
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...

Duration:00:26:28

E1: Introducing The Disney Way for the Digital Age Podcast

6/6/2022
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...

Duration:00:27:20