Excerpts from:

Creating Magical Customer Service: The Disney Way

With Bill Capodagli, author of The Disney Way

Host/Moderator, Ken Freestone

Ken FreestoneModerator/Consultant

Bill CapodagliAuthor/Consultant

Why Disney?

Baseline 1994

1998

2000

2003

2006

2009

2011

ASCI Quarterly Results1994-2011

1955

• Over 60,000 Cast

Members• 92 Square miles• 167 miles of road• More than 31,000

Hotel Rooms• Over 43 Million

Guests/Year

1. Paint a picture of each of the elements in the 5-point Customer Service Model

2. Suggest action items to create your own magical moments

Innoventions

• Safety• Courtesy• Show• Efficiency

"Would you enthusiastically recommend to a

friend?"

• Number of Promoters 9 or better• Number of Detractors 6 or less

Number Promoters -Number Detractors Net Promoter Score

ActionAction

• Learn Storyboarding

• Consider a Customer

Call-back System

Customer Service

Leadership

Innovation

Excerpts from:

Creating Magical Customer Service: The Disney Way

With Bill Capodagli, author of The Disney Way

Host/Moderator, Ken Freestone