MIC Key Snaps Videos

Disney’s trash cans now tell custodial hosts when they need to be emptied. It’s part of Disney’s aggressive, non-ending plussing process and the source of major improvements in revenue and guest satisfaction.

Imagine hosting a party for 100,000 people in your home. How would make each person feel special? Here’s how Disney does it.

It was a magical opening for a magical day at the most magical place in the world. Only, it wasn’t magic at all. It was process followed in methodical order and repeated day after day after day.

Disney security practices cheapened the guest experience, so the Mouse took action. Refining this process wasn’t cheap. But the costs were worth it because it did the one thing Walt would have appreciated.

Disney once made an extra 1.3 million dollars, all because the bartenders spoke up and management listened. It’s a story of Disney legend.

Six months after it opened, Toy Story Land at Disney's Hollywood Studios was showing wear. That might surprise some, but Disney has a history of failures they fix on the fly. The point isn’t the failures, it’s how you respond.

Want to succeed? So did Walt Disney. And usually he did. Walt once described his approach to success as “dogging it until it’s done and done right.” One example is the way that Walt’s love of trains led to financial stability for the Walt Disney Company.

Walt Disney loved what he called his “little park”: Disneyland. He hated the squalor that built up around it. It became a baseline Disney tenet: Bad show is like a weed.

Decorating for the holidays can be time consuming. Now imagine are Disney and have to decorate 890 Christmas trees, 100,000 poinsettias, 1350 wreaths, 7.5 miles of garland and 8.5 million lights.

At Disney, everyone is a guest. Everyone. That includes employees … and they get to attend very special magic moment interaction experiences.

Mickey Mouse? A member of the International Brotherhood of Teamsters? The answer will surprise you. So will Disney's response.

Why is one Disney employee gloomy and the other happy? Both are playing a character. It’s called Performance Themeing and it’s a major factor that creates Disney’s magic.

This snap captures leaders and their cast members interacting with guests. They have a sly, clever customer service motive.

One of the Keys to Disney's customer service success is communication between leaders and cast. One long-standing Disney communication tool is showcased in this snap.

Walt believed that if the employees respected the park, the guests would too. Disney personal are, for instance, fanatical about picking up trash.

How do you train a new employee without overloading him or her with information? This snap showcases on trick Disney has used. It’s simple and effective.

The context in which the experience occurs communicates something about the experience itself. Think of the restaurant with dirty menu. Doesn’t it make you wonder how clean the kitchen is? No wonder Disney is so fanatical about cleanliness.