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.