Words Of Wisdom: Walt Disney On EBD

One of the key principles of Experience-Based Differentiation (EBD) is: Make customer experience a discipline. When I talk about that principle, I always tell organizations that they need to engage employees in the process. Why? Because your employees can make or break any experience.

Walt Disney captured this extremely well in this quote that I ran across:

Walt Disney


You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.

The bottom line: When it comes to your people, don’t mouse around.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

4 thoughts on “Words Of Wisdom: Walt Disney On EBD”

  1. You’re exactly right, and Disney has definitely empowered their employees to create exceptional experiences. I’ve recently written a post about customer empowerment here, http://www.envisioninc.com/blog/index.cfm?commentID=146, and it references an experience that Becky Carroll at Customers Rock! has recently had with Disney (more here: http://customersrock.wordpress.com/2007/11/16/customers-rock-disney-style-exceeding-customer-expectations/). WOWing customers doesn’t have to be in the big acts, but can be in the little acts of kindness by employees. However, it does take people to make a dream, or a great customer experience, a reality.

  2. Thanks, Bruce, for that quote from Walt. I love it!

    And thanks, Connie, for sharing about my post and the concept of little things making a big difference.

    This time of year, we should be thankful for both our customers and our employees, because it takes both to make our businesses successful.

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