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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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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