Previously, in VI I5, Celebrating the Hometown Hero, we saw an example of one the magic moment INTERACTIONS Disney creates for its customers. In this post, we look at the moments Disney creates its employees.

At Disney, everyone is a guest. Everyone. That includes employees: castomers™. Disney believes that a great leader delivers excellent castomer™ experiences. Satisfied castomers™ deliver excellent customer experiences. Satisfied customers spend more money, return again and again, and recommend the business to others. Business success results. Accordingly, Disney leaders deliver numerous castomer™ magic moments. The snap above represents one such experience. It was a very unique Magic Kingdom Jungle Cruise.

During the Christmas holiday season, pre-2000s, Disney leaders would close the Magic Kingdom at 6:00 pm and then reopen it at 7:00 pm exclusively for cast members and their families. All the offerings-attractions, restaurants, bands, characters-would be staffed by managers, often with hysterical results. In this very memorable cruise, a leader, wearing a forehead flashlight, read the skipper spiel as the boat steered itself. We on the boat recited his lines in unison with him and added a few of our own. It was super special.

The World employee base, alas, eventually got too large to accommodate all the castomers™ and the event was shifted to the division and department level for each to deliver their own holiday celebration.

Castomers™ continue, fortunately, to receive magic moment INTERACTIONS. Some I personally hosted or experienced included touring attractions with the lights on, diving in the Living Seas aquarium, learning how to make the Le Cellier Steakhouse cheddar cheese soup, getting an in-depth tour of the Animal Kingdom animal care facilities, and cooking pancake breakfasts for my own crew.

What about you and your organization? You likely don't have theme parks, aquariums or animals at your disposal. You do, however, have products, experiences, vendor locations, and businesses you can swap experiences with. You could certainly cook up pancakes. Your castomers™ are your front line. Make magic for them and watch how effectively they will make magic for your customers.