Perfecting the Customer Experience is a unique, three-day benchmarking program at the Disneyland® Resort. It demonstrates the service standard to which all consumer-facing businesses should aspire and provides intensive, hands-on experiential learning in a small group. It will be most effective for participants working at a level where they can influence both the service environment and the people in it, and who already understand why those things matter. Any consumer-facing business will benefit.

1. The most engaging, interactive and effective program we have ever offered...
Serious Business Lessons in the Fun Environment of Disneyland®
September 25 to 27, 2012 in Anaheim, CA
WHAT THIS IS
Perfecting the Customer Experience is a unique, three-day benchmarking
program at the Disneyland® Resort. It demonstrates the service standard to
which all consumer-facing businesses should aspire, and delivers:
□ Solid ideas for perfecting the customer experience and creating loyal
customers.
□ Proven examples from Disney and other world-class organizations.
□ Applications for transferring what you learn directly to your business.
WHY ATTEND
Unlike previous recessions, the latest one shifted consumer behavior
permanently. Customers today expect much more for even less, and they will
quickly buy on price if a business does not demonstrate value in every sense
of the word. Improving the customer experience is one of the most effective
and enduring ways a business can demonstrate that value. That’s why
delivering a compelling customer experience has become an important
competitive battleground.
The visionary leaders that built such successful consumer-facing brands as
Disney, Apple and Cirque du Soleil have shared several traits that help to
perfect the customer experience:
□ visualize the big picture (the end result) from the customer’s perspective,
□ understand clearly the emotional customer reaction that they want to
achieve, and
□ create systems, standards, tools and even new technology to enable their
company to deliver that customer experience profitably.
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2. WHAT TO EXPECT
The super-effective tactics of those leading brands can be learned and
implemented in any size of business, and Perfecting the Customer
Experience will help you do it. You will benchmark one of the world’s most
successful companies, and see that quality (attention to details) and service
(exceeding guest expectations) are built in, not separate from, the product
being sold.
This intense, small-group experience will help you see the business behind
the magic of Disney. Although you will be among thousands of visitors, we
will help you observe significant things that others do not notice. You will
interact constantly with the facilitators and your fellow participants, and have
time to discuss specific issues.
But be advised: although you will no doubt have fun, this is immersive,
hands-on work. Your senses will be bombarded with things to notice and
lessons to learn, as you experience real-life best practices at Disneyland®
Park, Disney California Adventure® Park and the Downtown Disney® District.
And because the most-effective way to learn is through personal experience,
these lessons will stay with you for life.
PROGRAM CONTENT
The secret to Disney’s success in delivering the world’s most enduring and
successful consumer experiences for the past six decades isn’t promotion or
magic “pixie dust.” It is an enthusiastic and motivated workforce operating
on a solid foundation of delivery systems and customer-experience metrics
– motivation, systems and metrics that can be learned and implemented in
any size business.
Perfecting the Customer Experience provides hands-on experiential
learning in these topic areas:
□ Leadership Excellence
□ Understanding Your Customers
□ Service Standards and Values
□ Service Netting
□ The Service Integrity Matrix
□ Service Recovery
□ Selling a Complete Solution
During the three days of Perfecting the Customer Experience, we will visit
attractions in each of Adventureland, Fantasyland, Frontierland, New Orleans
Square and Tomorrowland. Each one provides a specific business lesson and
real-life stories about the Disney culture.
You will discover best practices adaptable to your business, plus relevant and
useful tools that you can use immediately to build your success.
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3. WHO SHOULD ATTEND
Perfecting the Customer Experience provides intensive, hands-on
experiential learning in a small group. It will be most effective for participants
working at a level where they can influence both the service environment and
the people in it, and who already understand why those things matter. All
businesses facing the consumer will benefit, including:
Automotive • Education • Energy • Financial • Food and Beverage •
Government • Hospitals and Health Care • Hotels • Insurance •
Manufacturing • Museums and Galleries • Recreation Equipment and
Facilities • Restaurants and Coffee Shops • Retail • Services • Shipping •
Shopping Centers • Spas • Technology • Tourist Attractions • Trade Shows,
Exhibitions and Special Events • Transportation • Travel
An affinity for Disney movies, characters and products is an asset, but not
necessary for this program. Companies wanting to send five or more people
to this event may wish to consider a tailored program on dates of their
choosing.
PROGRAM FACILITATORS
Ted Topping is president of Creative Insights Inc., a service-design
consulting firm in Vancouver.
As a speaker, trainer, author and consultant, Ted helps organizations learn to
execute the all-important details that lead to sustained success in a
consumer-facing business. His approach is practical and action-oriented, and
he delivers not just ideas but effective tools that are useable immediately.
Ted is a widely published writer and co-author of the international best-selling
resource Start and Run a Retail Business. He was a card-carrying member
of TV’s original Mickey Mouse Club, and uses his continuing study of Disney to
help clients add their own amazingly powerful “magic” to the customer
experience.
Jeff Kober is president of Performance Journeys, Orlando, a training and
development group specialized in performance improvement and learning in
the workplace.
When Jeff was a leader with the acclaimed Disney Institute, he designed
customer-service programs for the Walt Disney World® Resort. The models,
concepts and examples from those programs were later introduced to
corporate America in the popular benchmarking book, Be Our Guest.
Jeff now works with a range of organizations, providing best-in-business ideas
and practices in the areas of customer service and leadership. A well-known
online columnist and blogger, Jeff is author of The Wonderful World of
Customer Service at Disney and co-author of Lead With Your Customer.
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4. REGISTRATION
The registration fee for Perfecting the Customer Experience includes:
□ Three-day, hands-on workshop plus all materials incl. workbook with key
points, room for notes.
□ 3-Day Park Hopper® admission to Disneyland® Park and Disney
California Adventure® Park.
□ Casual dining experiences throughout the program.
□ “The Wonderful World of Customer Service at Disney” by J. Jeff Kober.
□ “Lead With Your Customer” by Mark David Jones and J. Jeff Kober.
□ “Start and Run a Retail Business” by James E. Dion and Ted Topping.
For more information or to register for Perfecting the Customer
Experience, September 25 to 27, 2012 in Anaheim, CA
Canada: $1,750 CDN., plus HST/GST
Payable in Canadian funds by cheque to Creative Insights Inc.
Ted Topping
Creative Insights Inc., Vancouver, BC
604 685 7571
www.tedtopping.com
USA: $1,750 U.S., all taxes included
Payable in U.S. funds by check to Performance Journeys.
Jeff Kober
Performance Journeys, Orlando, FL
407 973 3219
www.performancejourneys.com
The fine print: Perfecting the Customer Experience: Serious Business
Lessons in the Fun Environment of Disneyland® is offered by Performance
Journeys and Creative Insights Inc. Neither the program nor either company
is associated in any way with The Walt Disney Company.
Can’t attend this time? Next program is April 16 to 18, 2013.
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