MIC Key Snaps Videos

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

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

Magic Moment Interactions at Walt Disney World are often planned. They can also be, and are encouraged to be, spontaneous. This snap captures one such moment at Disney's Animal Kingdom Lodge when an Animal Programs cast member made two guests feel special.

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.

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.

It seems like everything Disney touches turns to profits. It’s not true. The Mouse House fails … a lot. That’s how they succeed.

In this video, we share a photo "snap" demonstrating a magic making method in action at the Disney cruise Line. The Flying Dutchman wasn’t a real ship, but it sure looked magical docked next to the Disney Wonder. It was a great example of what Walt Disney called plussing.

This snap showcases an intentional strategy Disney to get cast members and guests talking to each other. In the process, lifetime relationships with the Disney brand develop.

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.

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.

I hope you like ketchup. If you asked for it at the Wilderness Lodge’s Whispering Canyon you’d get every bottle they had. It's one of Walt Disney World's fun "Performance Themeing" locations where both the staff and the customers have and a whole lot of fun.

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’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.

When Disney's Animal Kingdom opened there was this well-appointed path. As you walked it, it gradually became scruffy and then ended completely in the woods with nowhere for you to go.

If Disney wants it’s cast members to achieve a specific goal, don’t its leaders need to demonstrate that behavior too? That’s what this guy is doing. Who wouldn’t want to work for him?

When Disney announced it would build James Cameron’s Pandora: the World of Avatar at Disney’s Animal Kingdom, many of us asked, “Why?” We critics had a point … but we were wrong. Let me explain.

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.

Every company makes tough decisions that employees hate. Tough decisions happen at Disney too. One example occurred in the late 1980s after Michael Eisner became CEO.

Disney loves celebrating castomer™ milestones. In September 2014, I was attending the Hoop Dee Doo Musical Review at Disney's Fort Wilderness. This night turned out to be extra special.

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

Ever been asked to answer a bunch of questions at a Disney park? Here’s why Disney asks, what Disney asks and how Disney applies what it learns.

Here’s the reason Disney fired the Muppets. You might too if you were in their position.

This Disney custodian knows, of course, that the task he is responsible for is keeping the street clean. But he also knows that his Purpose in keeping the street clean is to make people happy. That’s why, when there is nothing to clean, he turns into a street painter.

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

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.