The Why of Disney’s Business Chain of Excellence

Man sitting outside Disney University
Day 8. Back at Disney University. DU is the easiest onsite Walt Disney World location to get to.
Jeff Noel quotes
You are CEO of You, Inc. Impress us.

The Why of Disney’s Business Chain of Excellence

Why does Disney focus on the positive ripple effect driven by great leadership?

Here’s how easy the answer is; if you could only pick one of these two, which would you pick?

  1. A team of good and very good leaders.
  2. A team of excellent leaders.

Sometimes, the answer is that obvious.

Why does Disney focus on employee engagement?

Here’s how easy the answer is; if you could only pick one of these two, which would you pick?

  1. An employee culture architected by design.
  2. An employee culture that happens by default.

Sometimes, the answer is that obvious.

Why does Disney focus on delivering world-class customer service?

Here’s how easy the answer is; if you could only pick one of these two, which would you pick?

  1. Consistently exceeding customer expectations at every touchpoint.
  2. Focusing on meeting customer expectations and occasionally exceeding expectations.

Sometimes, the answer is that obvious.

Why does Disney focus on creating powerful and lasting emotional connections?

Here’s how easy the answer is; if you could only pick one of these two, which would you pick?

  1. A legendary customer service culture reputation every employee believes is worth defending.
  2. A customer service culture that can never seem to go from good to world-class.

Sometimes, the answer is that obvious.

Why does Disney focus on continuously improving it’s products and expanding it’s offerings?

Here’s how easy the answer is; if you could only pick one of these three, which would you pick?

  1. Stay with the industry pack.
  2. Lead the category.
  3. Become the category.

Sometimes, the answer is that obvious.

Disney Business Chain of Excellence Beliefs

Man sitting next to Disney University trash can
Day 7 at Disney University.
iPhone 7 package
Arrived September 16, 2016. A new writing instrument.
Man sitting at Disney University's outdoor break area
Disney University’s outdoor break area.
Man sitting at Disney University's outdoor break area
Time flies. It’s been a week so far.
Disney Institute Performance Center
Disney Institute. Not to be confused with Disney University.

Disney Business Chain of Excellence Beliefs

Leaders drive the employee experience.

Employees drive the customer experience.

Customers drive the repeat visitation.

Loyalty drives your fiscal health.

Creativity is the DNA that runs through everything you do.

Leaders create the internal service quality; employees stay if they are happy; if employees stay they get good at what they do; when employees are happy and good at what they do, they present a good external service quality; good external service quality creates customer satisfaction; (satisfaction is dangerous because it means you’ve only met expectations); the key now is to provide the perception of superior value, which is the key to creating customer loyalty; loyalty leads to revenue growth and profit; grow and profit lead to shareholder value.

What this Disney Business Chain of Excellence Book will do

Disney Custodial Cast Member drawing Mickey with water
Day 6: Notice the rubber band on the trash broom.
Disney Custodial Cast Member drawing Mickey with water
Custodial Cast Members came up with this unique idea to Wow our Guests.
Main Street Confectionary Cast Member asks Guests for their autograph
Main Street Confectionary Cast Member asks Guests for their autograph. This is done when the shop is slow.
Jeff Noel speaker headline
Learned Disney’s secrets, did and mastered Disney’s secrets, teach Disney’s secrets.
exhausted Guest resting on ground in Magic Kingdom
Exhausted Guest resting on ground in Magic Kingdom.
Magic Kingdom's Tomorrowland
Magic Kingdom’s Tomorrowland.
Man on iPhone while traveling on the Tomorrowland Transit Authority's PeopleMover
Writing while traveling on the Tomorrowland Transit Authority’s PeopleMover.
Man using iPhone while traveling on the Tomorrowland Transit Authority's PeopleMover
Team USA shirt and Disney “I’m Celebrating” button. PS. Still writing and traveling on the PeopleMover.
quote and tagline for Disney speaker Jeff Noel
Quote and tagline. Who writes seven Disney Business Books? And does it on an iPhone. And, from Walt Disney World. Who?

What this Disney Business Chain of Excellence Book will do:

It will offer a simple fix: however, it will not provide an easy fix.

It will intrigue, rather than entertain, you.

It will reveal Disney’s Organizational Vibrancy cultural architecture.

It will answer, “where do we start” by providing Disney’s Organizational Vibrancy cultural blueprints.

What this Disney Business Excellence Book will not do

view of Town Square from Magic Kingdom double-decker bus
Day 6. September 14.
Man wearing head phones typing on phone at Disney
Beats headphones. Apple’s AirPods debuted December 2016.
Magic Kingdom Main Street and Castle view from bus
Writing from here. Pretty cool.
Magic Kingdom Main Street and Castle view from bus
September 14, 2016.
Magic Kingdom Main Street and Castle view from bus
Clock in center displays 6:12 PM.
Magic Kingdom Partners statue from double-decker bus
When you change what you see (raise your elevation), what you see changes.
Magic Kingdom Partners statue from double-decker bus
Grateful and humbled to be able to visit daily.
Cinderella Castle forecourt from double-decker bus
Writing was easy while the bus stopped, unrushed, to unload and reload.

What this Disney Business Excellence Book will not do:

It will not offer an easy fix; however, it does provide a simple fix.

It will not entertain you.

It will not hold your hand.

It will not answer all your questions.

This Disney Business Chain of Excellence Book is perfect for

Cinderella Castle
Day five’s writing location. September 13, 2016.
Guests dressed as The Incredibles
Mickey’s Not So Scary Halloween Parties start in September. Walkway from Hub to Tomorrowland. Make a left U-turn and head behind Cinderella Castle.
Disney Speaker Jeff Noel writing a book on Cinderella Castle steps
Change of pace. Open-air steps. Umbrella by knee.
thunderstorm approaching Cinderella Castle
Umbrella weather.
Four Cast Members in Halloween themed Cast Member costumes
Heading home. Cast Members “greeting” departing Guests. All Day Guests must exit before the start of Mickey’s Not So Scary Halloween hard-ticket event.
Storyboard for a book
Disney Leadership book storyboard early stages.
Storyboard for a book
Additional detail: some post it notes have a second layer.
iPhone 7 case in package
Arrived today, September 13, 2016.

Writing seven Disney Business Books in one year, from the iPhone 7 release to the iPhone 8 release.

This Disney Business Chain of Excellence Book is perfect for:

People who want to change the world.

People who admire Disney’s Organizational Vibrancy best practices.

Outliers.

Misfits.

Weird people.

High achievers.

Driven people.

Hopeful people.

Optimistic people.

Visionary people.

People who are tired of excuses.

People who are tired of regrets.

Confused people seeking clarity.

People who are tired of formulaic templates.

People who want someone they can implicitly trust.

Committed people.

People willing to “burn the ships”.

What this Disney Business Chain of Excellence Book is not

Five Sheriff cars near Magic Kingdom
Day 4: September 12, 2016. Protection for a famous person?
steps on Main Street
The steps on Main Street is today’s first of two writing locations.
Disney button on man's shirt at Magic Kingdom
Today’s second writing location. The air conditioning and quiet are welcomed.
Disney button on man's shirt at Magic Kingdom
Always wear the button. Why? Because it’s a celebration. Who gets to visit Walt Disney World everyday to write books?
Magic Kingdom first aid station lobby
Magic Kingdom first aid station lobby. Perfect for someone writing a book on an iPhone.
Disney button on Main Street at night
Heading home. Thank you Day 4.
Walt Disney's Main Street Window
Walt’s “Main Street” window faces Cinderella Castle.
Balloons for sale on Main Street at night
Heading out after a productive writing fourth-day.

Writing seven Disney Business Books in one year, from the iPhone 7 release to the iPhone 8 release.

What this Disney Business Chain of Excellence Book is not.

This Disney Organizational Vibrancy book is not designed for Disney history connoisseurs.

This book is not designed for Disney trivia buffs.

This book is not designed for Disney fanatics.

This book is not designed for people looking for a great story.

This book is not designed for people grasping at straws.

Once Upon a Time in Disney’s Business Chain of Excellence (prologue)

Main Street view from Train Station
Day 3 book writing from Town Square, September 11, 2016.
Walt Disney World Train crossing road
Small Town traffic on the way home.

Writing seven Disney Business Books in one year, from the iPhone 7 release to the iPhone 8 release.

Once Upon a Time in Disney Business Chain of Excellence (prologue)

In a world full of cookie cutters, Walt Disney was a craftsman.

In a world full of complexity, Disney works hard to simplify its key, repeatable messages.

We live in a world where every answer is a click away, and yet common sense isn’t so common.

Here’s common sense at it’s finest:

Leaders impact the employee experience; employees impact the customer experience; customers affect the financial experience; creativity is the DNA for continuous improvement at every stage.

Disney’s Business Chain of Excellence: Leaders -> Employees -> Customers -> Business Loyalty -> Creativity & Innovation.

Disney’s Business Principles Greatest Hits Book Chapters

teen at Disney
September 10, 2016.
Disney buttons
One for the trainer, one for the trainee.
Walt Disney World at dusk
Heading to a special location. Not far from yesterday’s Adventureland location.
man sitting on chair
Is this clue enough to identify the location?
man writing on iPhone at Skipper Canteen
Ceiling fan is the final clue.
iPhone notes app note
Capturing world-class, common-sense, time-tested Disney Leadership insights.
crowded main Disney Main Street at night
Heading home after writing at Skipper Canteen.
Disney fireworks over Space Mountain
There’s limited seating for this view.
bench facing Space Mountain at night
Show barely beginning to Space Mountain’s left.
Hometown, relaxing, reflecting, enjoying.
teen sitting on bench at Disney's Contemporary Resort
Pausing for a moment to enjoy the show. Notice the mini-van?
kids watching Disney fireworks from mini van sunroof
That face says it all.

Writing seven Disney Business Books in one year, from the iPhone 7 release to the iPhone 8 release.

Disney’s Business Principles Greatest Hits Book Chapters:

  1. Prologue
  2. Disney Business Excellence Beliefs
  3. Why? (not what and how)
  4. Disney’s Business Excellence Basics
  5. So What?
  6. Disney Business Excellence Stories

Note: My personal phrase for Business Excellence is Organizational Vibrancy.

Our plans may change time and time again, but this is our first overall thinking for Walt Disney World.

Walt Disney

Disney’s Business Principles Greatest Hits Book

iPhone 7 announcement from 2016
September 2016.
Disney speaker Jeff noel writing on iPhone
Dream. Create. Inspire. Day 1 at Magic Kingdom. We arrived after having dinner at home.
man typing on iPhone
First writing day/night at Walt Disney World. Bench across from Disney’s World-Famous Jungle Cruise Attraction.
typing on iPhone
First book Leade…
Typing in iPhone Notes app
First book reveal.
man typing on iPhone
Location context.
man typing on iPhone
Adventureland promenade.
close up of man's head
Yeah, let’s call it a day (night).
Mickey Mouse Halloween pumpkin light and Cinderella Castle
Looking back as we leave “Day 1”.
person walking towards Disney bus at night
Hometown traffic.

Writing seven Disney Business Books in one year, from the iPhone 7 release to the iPhone 8 release.

i’m writing all seven books on an iPhone, and all at Walt Disney World.

  1. Disney Leadership
  2. Disney Employee Engagement
  3. Disney Customer Service
  4. Disney Brand Loyalty
  5. Disney Creativity and Innovation
  6. Disney Greatest Business Hits (from the first 5 books above)
  7. How to Apply Disney Business Principles to Your Personal Life

This goal is epic and literally impossible.

Which is perfect.

i’m using this site to edit the Disney’s Business Principles Greatest Hits Book.