Pirates Plussing, MIC Key™ Snaps, V1 I1 1

Thursday, October 31, 2024

Taken in 2009 at Disney’s private island Castaway Cay, this snap showcases a Pirates of the Caribbean movie prop ship anchored...

A Disney Inspired New Year Resolution for You: I Will Fail. MIC Key™ Snaps V5 I24

Tuesday, January 3, 2023

Walt Disney moved to California with little money and big dreams. He succeeded. We can too. Photo: Offbeat Training LLC
Some...

An EPCOT Christmas Story: Making Financial Music When Leaders Refuse. MIC Key™ Snaps V5 I23

Tuesday, December 6, 2022

Ben Vereen, Trace Atkins, Gary Sinise, Kurt Russell, and Ana Gasteyer have all been Candlelight Narrators. Photos: Offbeat...

The King is Dead. Long Live the King, MIC Key™ Snaps V5 I22

Tuesday, November 22, 2022

Everything Old is New Again, Photo: Disney.
The news is hopping with the firing of Disney CEO Bob Chapek and the rehiring...

A Place for Families, MIC Key™ Snaps V5 I21

Tuesday, November 8, 2022

Some claim this is the actual park bench where it all started.
In the 1950s, as he sat on a Griffith Park bench watching...

The Founder Flounder and Disney’s Future, MIC Key™ Snaps V5 I20

Tuesday, October 25, 2022

The Founder Flounder happens when a company forgets who they are. Graphics: Disney
Someone gets an idea. They found...

EPCOT Memories – the Daredevil Circus Spectacular Disaster, MIC Key™ Snaps V5 I19

Tuesday, October 11, 2022

Although the Disney characters never rode an elephant for the show, this is the publicity photo Disney released. Photo:...

Delivering Storytelling Magic, MIC Key™ Snaps V5 I18

Tuesday, September 27, 2022

Rings vrs Endor - Creating Storytelling Magic
Two high budget stories have debuted on the streaming services: The Rings...

The Disney Success Formula, MIC Key™ Snaps V5 I17

Tuesday, September 13, 2022

When Lincoln stood and started talking, audiences were amazed. Photo: Disney
With all the talk recently about Disney...

Engage People Emotionally Part Three: Turning Tragic into Magic, MIC Key™ Snaps V5I16

Tuesday, August 30, 2022

The two Bobs at the debut of Star Wars, World Edge. Photo: Disney
This writer collects a lot of Disney leader quotes,...

Engage People Emotionally Part Three: Turning Tragic into Magic, MIC Key™ Snaps V5I15

Thursday, August 11, 2022

Turning Tragic into Magic at Epcot. Photo: Offbeat Training LLC
In Snaps V5I12 and V5I13, we discussed Touch Point Tools and Magic...

Five Lessons from Disney’s Shocking Situation, MIC Key™ Snaps V5I14

Thursday, August 11, 2022

Disney CEO Bob Chapek with two famous Mice, Photo: Disney
New leader unloved? Direct reports in revolt? Product tanking?...

Engage People Emotionally Part Two: Magic Moments, MIC Key™ Snaps V5I13

Wednesday, July 20, 2022

Emilie delivers a powerful Magic Moment at Disney's Animal Kingdom Lodge. Photo: Offbeat Training LLC
In our last snap,...

Engage People Emotionally Part One: Touch Point Tools, MIC Key™ Snaps V5I12

Tuesday, July 5, 2022

Three Cast Members Connect with Guests by Pin Trading, Photo: Offbeat Training LLC
Can anyone beat Wal-Mart on price?...

PREPARE for Disaster. Protect to Deliver, MIC Key™ Snaps V5I11

Tuesday, June 21, 2022

To PREPARE for any situation that might occur, Disney's Animal Kingdom actually opened two months before its official opening...

Move Your Flowers, MIC Key™ Snaps V5I10

Tuesday, June 7, 2022

What did the guests want? Flowers and a paved path. Photo: Offbeat Training LLC
It’s the simple things that deliver...

Make Your Own PREsponding Magic, MIC Key™ Snaps V5I9

Tuesday, May 17, 2022

Disney cast member ready to PREspond toguest questions. Photo: Offbeat Training LLC
A woman, holding a very young child...

Disney Transitioning or Transforming, MIC Key™ Snaps V5I8

Tuesday, May 3, 2022

Walt Disney’s purpose? Making people, especially children happy. Photo: Disney
It seems that lately I have been picking...

Is Disney Becoming Unobtainable for Average Families? MIC Key™ Snaps V5I7

Tuesday, April 19, 2022

Prior Very Busy Times at The Magic Kingdom, Photo: Offbeat Training LLC
“As I see Disney turning more and more to a...

Disney has Forgotten Who It Is and What It Promises, MIC Key™ Snaps Extra

Tuesday, April 5, 2022

Team Disney at Walt Disney World, Photo: Offbeat Training LLC
Walt Disney built a very specific kind of company. It’s...

Cleaning Teeth and Sharing Disney Inspired Solutions, MIC Key™ Snaps V5 I6

Tuesday, March 29, 2022

“Saw the dentist today. Time to relax.” Photo: Offbeat Training LLC
I was delivering a keynote to a dental organization...

A Stinky Situation at Epcot, MIC Key™ Snaps V5 I5

Tuesday, March 15, 2022

The Aqua Cell Epcot's Listen to the Land boat ride. Photo: Offbeat Training LLC
Gag, couch, choke. What a stink. It...

Only One Mister: A Disney Lesson in Humility, MIC Key™ Snaps V5 I4

Tuesday, March 1, 2022

There was only one Mr. at Disneyland and Walt Disney made sure people knew it. Photo: Wikimedia Commons User-Deror Avi
One...

When Doing Something Mickey Mouse Delivers Success, MIC Key™ Snaps V5 I3

Tuesday, February 15, 2022

Once upon a time doing something "Mickey Mouse" was not a compliment. Photo: Disney

Walt Disney proclaimed, “It...

Costs and Creativity – Finding Balance in Tough Times, MIC Key™ Snaps V5 I12

Tuesday, February 1, 2022

Disney's struggling CEO Bob Chapek with prior successful CEO Bob Iger. Photo: Disney
It’s a quandary. How do you survive...

PREsponding℠ to Customer Need, MIC Key™ Snaps V5 I1

Tuesday, January 18, 2022

Disney cast member know how to PREspond℠ to customer need. Photo: Offbeat Training LLC
She was in a hurry, carrying...

A Disney Christmas Story: Lighting a Candle Under Decision Makers. MIC Key™ Snaps V4 I26

Wednesday, December 29, 2021

Ben Vereen, Trace Atkins, Gary Sinise, Kurt Russell, and Ana Gasteyer have all been Candlelight Narrators. Photos: Offbeat...

Where’s the Tree? Comparing the Epcot Experience 1985 and 2021. MIC Key™ Snaps V4 I25

Thursday, December 9, 2021

You won’t believe how much the EPCOT experience has changed in the last 25 years. Photo: Offbeat Training LLC
Mom loved...

Giving Thanks for Timothy and the Teenage Ninja Mutant Turtles. MIC Key™ Snaps V4 I24

Tuesday, November 23, 2021

The Teenage Mutant Ninja Turtles drive down New York Street at Disney-MGM Studios to perform another show. Photo: Disney.
It...

Does Being More Efficient Lead to Less Efficiency? MIC Key™ Snaps V4 I23

Tuesday, November 9, 2021

The "it's a small world" loading process is one example of Disney efficiency. Photo: Offbeat Training LLC
In a recent...

Safety, Danger, and Common-Sense Practices at Disney and Everywhere Else. MIC Key™ Snaps V4 I22

Tuesday, October 26, 2021

Disney guests don't realize how much cast members like Javier Cruz risk every day to perform for them. Photo: Offbeat Training...

Celebrate your past. Honor your future. MIC Key™ Snaps V4 I21

Tuesday, October 12, 2021

Randy Morris returns to Casey's Corner for a special day. Photo: WDWMAGIC.COM
In a prior snap, we learned how Walt Disney...

Cutting Costs. Hiding Cutbacks at Disney, MIC Key™ Snaps, V4 I20

Monday, September 27, 2021

Festival of the Lion King returned, but without one key act. Photo: Offbeat Training LLC
In 1997, a 12 oz steak cost...

Kicking Customers off the Bus to Save Money, MIC Key™ Snaps, V4 I19

Tuesday, September 14, 2021

Need transport to your Disney resort? Get your own bus. Photo: Disney
With inflation rising—Korger Company reports,...

Watch Out for the Bulldozers of the Savannah, MIC Key™ Snaps, V4 I18

Tuesday, August 31, 2021

Most bulldozers emit loud warning beeps. There are, however, some that don’t. One example comes from Disney's Animal Kingdom...

Unlocking Disney’s Keys to Success, MIC Key™ Snaps, V4 I117

Tuesday, August 17, 2021

Imagine that your success is locked inside a vault. And to open that vault you must use a set of keys. And that those keys...

The Right Recipe for Disney Inspired Success, MIC Key™ Snaps, V4 I116

Tuesday, August 3, 2021

Ever hear of Mickey’s Kitchen? Probably not. Mickey’s Kitchen was an initiative started during the Michael Eisner era:...

Everyone Wins in an Epcot Inspired Future World 500, MIC Key™ Snaps, V4 I115

Tuesday, July 20, 2021

A young boy, all hyper energy, was in line with his family at Spaceship Earth. I walked along with him and asked if he...

Don’t Take My Head Off…Even if I Die, MIC Key™ Snaps, V4 I114

Tuesday, July 6, 2021

It was an odd statement, and I heard it when working as a character lead at Epcot. We were in the breakroom behind the...

Using Disney Inspired Techniques to Create Destination Grocery, MIC Key™ Snaps, V4 I113

Tuesday, June 22, 2021

Create the Disney of grocery? Lowes Foods challenged me to deliver that experience. They had, under the expert guidance...

Disney Leadership Lessons: The Tail Doesn't Wag the Dog, MIC Key™ Snaps, V4 I112

Tuesday, June 8, 2021

There’s this story about Walt Disney, told by retired Imagineer Wally Crump in his book It's Kind of a Cute Story. It’s...

Tommie Wilck - The Woman Behind the Mouse, MIC Key™ Snaps, V4 I11

Tuesday, May 25, 2021

We’re used to thinking of Walt Disney as a major creator of Mickey Mouse, Donald Duck and other timeless characters. Some...

Heigh-ho, heigh-ho, it's off to woke we go? MIC Key™ Snaps, V4 I10

Tuesday, May 11, 2021

Several news reports have surfaced that the Mouse House has gone woke. Is it true? Perhaps. But it may be a bit more complicated...

Disney's Animal Kingdom Opening Team Memories, MIC Key™ Snaps, V4 I9

Tuesday, April 27, 2021

Disney’s Animal Kingdom recently celebrated its birthday and twenty-three years ago I was on its opening training team....

What Would Walt Disney Say about the New Disney Look, MIC Key™ Snaps, V4 I8

Tuesday, April 20, 2021

It was a tough day. And about to get tougher. That day was the day after Easter and one of the busiest days of the year...

Wanna vision? Try Disney’s secret success formula. MIC Key™ Snaps, V4 I7

Wednesday, March 31, 2021

Walt Disney was not your typical CEO. He didn’t attend business school, didn’t have an MBA, and had no use for highfalutin...

WandaVision, Cotton Candy and Candy Apples, MIC Key™ Snaps, V4 I6

Tuesday, March 23, 2021

Some experiences are like cotton candy. Others are like candy apples. When you bite into cotton candy, you get a surface...

Hanging Ornaments, Burying Business, and Epcot's Graveyard, MIC Key™ Snaps, V4 I5

Tuesday, March 9, 2021

I was bringing relatives into Epcot when my young nephew tugged on my pants, then, slightly hesitant, whispered in my ear,...

Disney, Eisner, Iger and the Umbrella Policy, MIC Key™ Snaps, V4 I4

Tuesday, February 23, 2021

In talking about the Florida Project, Walt Disney said, “Here in Florida, we have something special we never enjoyed at...

A Disney Mantra: Bigger, Better, Faster, Cheaper, MIC Key™ Snaps, V4 I3

Tuesday, February 9, 2021

Disney had this mantra: bigger, better, faster, cheaper (BBFC). It meant that each Walt Disney Company product and experience...

Planning a Post-COVID-19 Future Disney Style, MIC Key™ Snaps, V4 I2

Tuesday, January 26, 2021

As we explored in our last Snap, COVID-19 has been terrible for the travel, leisure and entertainment businesses. Disney’s...

Doors open. Change enters. What's next? MIC Key™ Snaps, V4 I1

Tuesday, January 12, 2021

2020 ended with a gift of hope unwrapped as two COVID-19 vaccines. But even if the vaccines work and we all get successfully...

A Disney Inspired New Year Resolution for You: I Will Fail, MIC Key™ Snaps, V3 I26

Monday, December 28, 2020

Some people think that everything Disney touches is magic. The Walt Disney Company’s long-term track record is certainly...

Disney Stole My Car, MIC Key™ Snaps, V3 I25

Tuesday, December 15, 2020

A family of four, for instance, drives to one of the Walt Disney World parks. They excitedly get out of the car and head...

A Lesson from Walt Disney - How to Capture your Dream, MIC Key™ Snaps, V3 I24

Tuesday, December 1, 2020

“Cinderella believed in dreams, all right, but she also believed in doing something about them. When Prince Charming didn’t...

Despite COVID Disney Is Named Most Admired for HR, MIC Key™ Snaps, V3 I23

Tuesday, November 17, 2020

Human Resource Executive has issued its 2020 most admired rankings for the top 50 companies in human resource and Disney...

Cancelling high profile offerings is painful. Is it necessary? MIC Key™ Snaps, V3 I22

Tuesday, November 3, 2020

Terrible news out of Mickey Land last week. Walt Disney World has laid off, and thus cancelled, most of its best live entertainment...

Standing in Non-existent Lines and Disney’s Systems Approach, MIC Key™ Snaps, V3 I21

Tuesday, October 20, 2020

We were at a doctor’s office waiting for an appointment. We had arrived early; just as a staff member opened the door but...

Disney’s layoffs – What happened to the people first approach? MIC Key™ Snaps, V3 I20

Tuesday, October 6, 2020

Disney recently announced the termination of employment for 28,000 cast members. It is a bitter pill for both those being...

It Was an Awful Disney Day, MIC Key™ Snaps, V3 I19

Tuesday, September 22, 2020

We have often talked in these reports about process and how Disney isn't magical. it is methodical. Process is a large...

Creating Disney's Ultimate Comfort Food, MIC Key™ Snaps, V3 I18

Tuesday, September 8, 2020

Since the start of the COVID 19 crisis, Disney has been finding new and unique ways to reach out and comfort its customers....

Lessons from Walt: Don't be a Toad, MIC Key™ Snaps, V3 I17

Tuesday, August 25, 2020

If you’ve visited any Disney theme park, you’ve noticed that everyone has a first name name tag on. It’s a habit that goes...

Assumptions Lost in Translation at Disney's Animal Kingdom, MIC Key™ Snaps, V3 I16

Tuesday, August 11, 2020

The leader was so clueless we almost felt sorry for him.
I was on the opening team for Disney's Animal Kingdom. Getting...

Magic from the Mundane - Process at Disney, MIC Key™ Snaps, V3 I15

Tuesday, July 28, 2020

After the Disney parade passes by, the ropes and stanchions seem to magically disappear. It isn't magic. It's process....

Disney Demonstrates How to Make Long-term Change to your Business Model, MIC Key™ Snaps, V3 I14

Tuesday, July 14, 2020

As crazy as things are right now, this may be an opportunity, like Disney is doing, to make long overdue changes in your...

Planting Flowers to Grow Business, MIC Key™ Snaps, V3 I13

Tuesday, June 30, 2020

The art director was beside himself. So was the horticulturalist. Disneyland had recently opened and the guests were cutting...

Changing Priorities at Disney, MIC Key™ Snaps, V3 I12

Tuesday, June 16, 2020

In our last Snap, we discussed Disney’s four-word Priorities filter where any cast member in any situation can take action,...

How Disney Employees Make On-the-Spot Decisions, MIC Key™ Snaps, V3 I11

Tuesday, June 2, 2020

Good news. Disney cast members will be returning to work soon as the Walt Disney World parks begin to slowly reopen. But...

Making Them Want to Come Back to Work, MIC Key™ Snaps, V3 I10

Monday, May 18, 2020

One of the reopening problems being reported is employees who are making more on unemployment than they would if they went...

Celebrate your Past, Create your Future, MIC Key™ Snaps, V3 I9

Tuesday, May 5, 2020

Other Hollywood studios, all of which made fun of Walt Disney—syrupy, simplistic, corny—did not become the globally loved...

How To Survive The Wildest Ride, MIC Key™ Snaps, V3 I8

Tuesday, April 28, 2020

"Times and conditions change so rapidly that we must keep our aim constantly focused on the future."
Walt Disney said...

A Positivity Perspective from Walt Disney, MIC Key™ Snaps, V3 Extra

Tuesday, April 21, 2020

I think it's time for a little positivity. Walt Disney was always looking forward, never back. He was a realist but always...

Disney Leadership Lessons: Process Matters More Than Product, MIC Key™ Snaps, V3 I7

Tuesday, April 14, 2020

This post is in keeping with my decision to continue to offer positive lessons, even as the world is going crazy.
In...

Disney Leadership Lessons: How Disney is Responding to the Coronavirus Crisis, MIC Key™ Snaps, V3 I6

Tuesday, April 7, 2020

Really, figuring that there already an overabundance of coronavirus reporting, I have tried to avoid the subject. There...

Disney Leadership Lessons: If You Want Something Done, Do It Yourself, MIC Key™ Snaps, V3 I5

Tuesday, March 17, 2020

Candidly, I thought about stopping these posts during the ongoing COVID virus crisis. But then I thought that we all need...

Taking Care of Employees when the Unimaginable Happens, MIC Key™ Snaps, Extra

Tuesday, March 10, 2020

Disney CEO Bob Iger wrote in his book, The Ride of a Lifetime, “My rallying cry to the troops was that I wanted Walt Disney...

Disney Leadership Lessons: Place Employees Before Customers, MIC Key™ Snaps, V3 I4

Tuesday, February 25, 2020

In the two prior Snaps, we discussed two of the five counterintuitive leadership lessons I learned at Walt Disney World....

Disney Leadership Lessons: Don't Make Decisions, MIC Key™ Snaps, V3 I3

Tuesday, February 11, 2020

In the last Snap, we discussed the first of five counterintuitive leadership lessons I learned at Walt Disney World. In...

Disney Leadership Lessons: Be as Emotional as Possible, MIC Key™ Snaps, V3 I2

Tuesday, January 28, 2020

On February 26, 2020, at Training 2020, I get the pleasure of presenting Counterintuitive Leadership Lessons Learned at...

Lessons from Disney's Response when Ariel was Groped, MIC Key™ Snaps, V3 I1

Tuesday, January 14, 2020

In late 2019, a report shared information about the arrest of a registered sex offender at Walt Disney World. The man was...

A Disney Inspired New Year Resolution for You: I Will Fail More Often, MIC Key™ Snaps, V2 I25

Tuesday, December 31, 2019

The snap above showcases a young Walt Disney entering California after his prior company went bankrupt in Kansas City....

Processing Christmas at Walt Disney World, MIC Key™ Snaps, V2 I24

Wednesday, December 18, 2019

If you decorate for the holidays, you know how time consuming it can be. Now imagine you have 890 Christmas trees (including...

A Disney Christmas Story: Getting People to Do What They Don’t Want to Do, MIC Key™ Snaps, V2 I23

Tuesday, December 3, 2019

Every company has to make decisions that employees hate. These decisions usually are met with resentment and resistance....

What Walt Would Be Thankful For and Dislike This Thanksgiving, MIC Key™ Snaps, V2 I22

Tuesday, November 19, 2019

There’s that old rumor that Walt Disney was frozen to be revived at a later date when technology would allow it. That rumor...

Disney relaxes the Disney Look. Is it a mistake? MIC Key™ Snaps, V2 I21

Tuesday, November 5, 2019

Walt Disney, and those who ran his theme parks for him, wanted a clean, wholesome American image from his guest facing...

In the Weeds at Epcot, MIC Key™ Snaps, V2 I20

Tuesday, October 22, 2019

All evening we crawled around the ground shrubbery surrounding Spaceship Earth (SSE). Occasionally we would startle a guest...

The path to nowhere at Disney's Animal Kingdom, MIC Key™ Snaps, V2 I19

Monday, October 7, 2019

When Disney's Animal Kingdom opened, there was a path between Africa and Asia that led to nowhere. You would start down...

Looking Down Keeps Disney Looking Up, MIC Key™ Snaps, V2 I17

Tuesday, September 10, 2019

I was backstage at Epcot in the 1980s leaving the cast cafeteria when the Epcot Vice President Greg Emmer came around the...

Disney fails a lot. You should too. MIC Key™ Snaps, V2 I16

Tuesday, August 27, 2019

It may  seem like everything Disney touches turns to profits. It’s not true. The Mouse House fails … a lot. It’s often...

Disney just fired the Muppets. Was it the right decision? MIC Key™ Snaps, V2 I18

Saturday, August 24, 2019

Walt Disney World recently announced a cut in entertainment offerings. Among those entertainment acts cut was a wonderful...

What Disney Sells and You Should Too, MIC Key™ Snaps, V2 I15

Tuesday, August 13, 2019

Walt Disney described his company’s purpose as making inanimate objects move to tell a story that makes people, especially...

Disney’s strategy for emotional connections with its customers just paid off-big time. MIC Key™ Snaps, V2 I14

Tuesday, July 30, 2019

Disney now accounts, according to The Hollywood Reporter, for 45 % of all movie tickets sold in 2019 and has exceeded the...

This Disney Tradition is a Foundation on Which Cast Support is Built, MIC Key™ Snaps, V2 I13

Tuesday, July 16, 2019

Forget those crazy guests running to the newest ride. At Walt Disney World, it is often the cast members who get to experience...

The Epcot Ice Cream Police, MIC Key™ Snaps, V2 I12

Tuesday, June 25, 2019

Sometimes those of us who worked at Epcot’s Listen to the Land boat ride felt like ice cream police.
Walt Disney was...

Disney Leader Lessons: Everyone Needs a Roy, MIC Key™ Snaps, V2 I11

Tuesday, June 4, 2019

Michael Eisner was the worst Disney CEO. That’s what some people wrote in an online discussion group. The comments were...

Disney Problem Solving on Parade, MIC Key™ Snaps, V2 I0

Tuesday, May 21, 2019

Disney had a problem in the Magic Kingdom. Its guests like to see the afternoon parade. They like it so much that the begin...

Disney's sneaky plan to change a product name without losing customers, MIC Key™ Snaps, V2 I9

Tuesday, May 7, 2019

In 1989, the Disney-MGM Studios at Walt Disney World opened to much fanfare. It’s focus was sharing the cinematic tricks...

Disney’s Approach: Know what the people want and build it for them. MIC Key™ Snaps, V2 I8

Tuesday, April 23, 2019

There is a famous Disney story about flowers. The gardeners had created a nice flower bed at Disneyland. The guests trampled...

How Disney Succeeded and You Can Too, MIC Key™ Snaps, V2 I7

Tuesday, April 9, 2019

In the 1950s, Walt Disney sat on a park bench watching his daughters playing and thought “… there should be something built...

Disney's Trashcans: Making Magic for Guests, MIC Key™ Snaps, V2 I6

Tuesday, March 26, 2019

Walt Disney once stated, “Whenever I go on a ride, I think what’s wrong with it and how can we plus it up.”
As we discovered...

Make Customers Feel Special, MIC Key™ Snaps, V2 I5

Monday, March 18, 2019

Imagine you are hosting a party for 20 people in your home. You would make each person feel special by talking to them...

Magic Takes Method, MIC Key™ Snaps, V2 I4

Sunday, March 3, 2019

The event snapped above is the opening ceremony for Walt Disney World’s Magic Kingdom. It delivers a magical opening for...

Making Magic by Enhancing Security, MIC Key™ Snaps, V2 I3

Monday, February 18, 2019

Disney recently filed permits to improve the security screening area between the Contemporary Resort and the Magic Kingdom....

Listen to the bartenders. They know best. MIC Key™ Snaps, V2 I2

Monday, February 4, 2019

Disney made extra 1.3 million dollars in one year and more every year thereafter: all because the bartenders spoke up and...

Disney asked what is wrong with it. Should you? MIC Key™ Snaps, V2 I1

Wednesday, January 23, 2019

Reports came out this last week that the new Toy Story Land at Disney's Hollywood Studios is showing wear after only six...

All Aboard for Success Next Year, MIC Key™ Snaps, V1 I23

Monday, December 31, 2018

Want to succeed? So did Walt Disney. And, more often than not, he did. Walt once described his approach to success as “dogging...

Processing Christmas at Disney, MIC Key™ Snaps, V1 I22

Wednesday, December 19, 2018

If you decorate for the holidays, you know how time consuming it can be. Now imagine you have 890 Christmas trees, 100,000...

Maintaining Magic in your Business, MIC Key™ Snaps, V1 I21

Wednesday, December 5, 2018

Walt Disney loved what he called his “little park”: Disneyland. He hated, however, what he labeled “the squalor” that built...

Is Mickey Mouse a Teamster?, MIC Key™ Snaps, V1 I20

Wednesday, November 14, 2018

Yes, it is true, Mickey Mouse is a member of the Teamsters union. Although Florida is a right to work state (employees...

Disney Serves Gloom and Grub, MIC Key™ Snaps, V1 I19

Wednesday, October 31, 2018

These two snaps show two different Walt Disney World employees. The one on the left is working at the Haunted Mansion merchandise...

Getting People to Happily Do What You Want, MIC Key™ Snaps, V1 I18

Wednesday, October 17, 2018

It’s 8:30 am the Magic Kingdom at Walt Disney World just opened. Guests are pouring down Main Street, USA headed for the...

Trashing Expectations at Disney, MIC Key™ Snaps, V1 I17

Tuesday, October 2, 2018

There’s this story about Walt Disney. He was walking through Disneyland’s Tomorrowland with an area supervisor one day...

Track Talking at Epcot, MIC Key™ Snaps, V1 I16

Wednesday, September 19, 2018

One of the Keys to Disney's customer service success is communication between leaders and cast. Disney cast members want...

What College Students Don't Know, MIC Key™ Snaps, V1 I15

Wednesday, September 12, 2018

As we discovered in What Samantha Knows, MIC Key™ Snap V1 I8, guests have told Disney that when they INTERACT with Disney...

After the Princesses Leave, MIC Key™ Snaps, V1 I14

Wednesday, August 29, 2018

In Post Parade Magic, MIC Key™ Snaps V1, we saw how Custodial flooded the zone after a parade in the Magic Kingdom. This...

Passport to Disney's World, MIC Key™ Snaps, V1 I13

Wednesday, August 15, 2018

The girls on the left, snapped at Epcot during the Epcot International Flower and Garden Festival, are holding World Showcase...

Every Day Is Day One, MIC Key™ Snaps, V1 I12

Wednesday, August 1, 2018

Ever notice how things at Disney look so fresh, new, pristine. It’s a philosophy that comes directly from Walt. He once...

Feeding the Disney Birds, MIC Key™ Snaps, V1 I11

Tuesday, July 17, 2018

Magic moment INTERACTIONS are, as we discovered in V1 I5, Celebrating the Hometown Heroes, often planned. At Disney, they...

Jumping Through Hoops for Castomers™, MIC Key™ Snaps, V1 I10

Wednesday, June 20, 2018

In our last issue, Creating Castomer Magic™, VI I9, we discussed the concept castomers™ are customers too. In this issue...

Creating Castomer™ Magic, MIC Key™ Snaps, V1 I9

Wednesday, June 6, 2018

Previously, in VI I5, Celebrating the Hometown Hero, we saw an example of one the magic moment INTERACTIONS Disney creates...

What Samantha Knows, MIC Key™ Snaps, V1 I8

Monday, May 21, 2018

Disney guests expect cast members to know everything: the time of every fireworks show, the wait at each attraction, the...

Post Parade Magic, MIC Key™ Snaps, V1 I7

Wednesday, May 9, 2018

Guests gaze in amazement as the Disney parade passes by. They cheer the bands, the floats and those world-famous Disney...

Fitting a Different World at Disney, MIC Key™ Snaps, V1 I6

Wednesday, April 25, 2018

When Disney announced it would build James Cameron's Pandora: the World of Avatar at Disney's Animal Kingdom, many asked,...

Celebrating the Hometown Hero, MIC Key™ Snaps, V1 I5

Wednesday, April 11, 2018

It's dusk in Town Square at the Magic Kingdom. Members of the Security team are conducting the American flag retreat ceremony....

To Service Infinity and Beyond, MIC Key™ Snaps, V1 I4

Saturday, March 31, 2018

Everything feels right in this snap. Taken on Main Street, USA in the Magic Kingdom, at 8:30 in the morning no less, who...

Painting the Street with Magic, MIC Key™ Snaps, V1 I3

Wednesday, March 14, 2018

Bert, the chimney sweep turned chalk artist in the classic Disney film Mary Poppins has nothing on this guy. This snap,...

Ketchup at the Canyon, MIC Key™ Snaps, V1 I2

Wednesday, February 28, 2018

I hope you like ketchup. This family-who kindly allowed me to take their snap-got plenty of it at the Whispering Canyon...

Pirates Plussing, MIC Key™ Snaps, V1 I1

Wednesday, February 14, 2018

Taken in 2009 at Disney’s private island Castaway Cay, this snap showcases a Pirates of the Caribbean movie prop ship anchored...