Flip the Switch

130: Storytelling and the Science of Cool (Part 2) w/ Troy Campbell

In the second half of this two-part episode, we’re diving into why Disney uses portals, the principles of meta-modernism and why something is “cool” with Dr. Troy Campbell. Campbell is the Chief Scientist at On Your Feet and his research and career has centered around the intersection of scientific minds and artistic hearts and how to create and capture original and powerful ideas and make amazing things.  

—–

3:29    The Importance of “Portals”

11:19   The Science of “Cool”

18:12  How to Break the Norm

23:01  Meta-Modernism

—–

To learn more about Troy’s research on the intersection of Scientific Mind, Artistic Heart, check out:

Troy-Campbell.com

Start with Science – Netflix

Team Science: Building Better Science Activists with Insights from Disney, Marketing, and Psychological Research

Check out other topics referenced in this episode:

Metamodernist Manifesto by Luke Turner

Read More
Flip the Switch

129: Storytelling and the Science of Cool (Part 1) w/ Troy Campbell

In the first of this two-part episode with Dr. Troy Campbell, we’re breaking down the principles behind storytelling and what makes something “cool.”  Campbell is the Chief Scientist at On Your Feet and his research and career has centered around the intersection of scientific minds and artistic hearts and how to create and capture original and powerful ideas and make amazing things.  Part one hits on why Nike ads are simple to make and how brands like Disney borrow stories.

—–

3:52    Troy’s Career Thesis: “Scientific Mind & Artistic Heart”

6:11    Marvel Isn’t Appealing to Everyone

10:19  Egocentrism 

14:04  Nike Ads are Simple to Make

16:58  Borrowing Stories From Others

22:50  Multi-Narrative Storytelling

25:46  Defining Your Story to Tell Multi-Narrative Stories

31:20  The Destiny Narrative

—–

To learn more about Troy’s research on the intersection of Scientific Mind, Artistic Heart, check out:

Troy-Campbell.com

Start with Science – Netflix

Team Science: Building Better Science Activists with Insights from Disney, Marketing, and Psychological Research

Read More
Flip the Switch

126: Secrets to Success in Customer Service and Company Culture w/ Dennis Snow

Following a 20-year career at Disney, Dennis Snow identified 10 key lessons that all organizations could follow to achieve the same success in customer service and company culture.  Since leaving the magic, Dennis has spent the last 23 years inspiring organizations on how to adapt those 10 lessons and apply the core service principles to their operation.  

In this episode, we unpack the lessons from his two books, “Lessons from the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life” and “Unleashing Excellence: The Complete Guide to Ultimate Customer Service”.


Show Notes

3:40     More Than a Summer Job

6:56     Empowering the Magic

10:33   Lessons from the Mouse

12:40   Everyone Has a Customer

13:35   Don’t Be a Customer Service Robot

19:14   Figure Out What Ticks Off Your Customers

28:01   Language Matters

35:04   Hiring vs. Coaching Empathy

37:41   Unleashing Excellence and the Service Improvement Team

41:29   Internal Improvements vs. External Training

44:38   Accountability

48:03   Drafting Job Descriptions

50:58   Onboarding and “Brag worthy” First Days

59:11   Define What the Experience Should Be

—–

For more information on topics covered in this episode:

Connect with Dennis

Snow Associates | Email 


Dennis’ books

Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life

Unleashing Excellence: The Complete Guide to Ultimate Customer Service

Read More
Flip the Switch

118: The Parallels Between Rabid Fandoms and Religions w/ Jodi Eichler-Levine

Taking a non-traditional exploration of fandom, today’s episode features Jodi Eichler-Levine, who studies the parallels between classic religions and fan cultures.  After learning of Jodi’s research from her a Twitter-trending analysis on “Disney adults” or “Disney-files”, David and Jodi take a deeper dive into the principles that Disney has utilized to create evangelists of their brand and the strategies and tactics brands can adapt to their organization to inspire their own fanatics.  

—–

Show Notes

3:52    The Foundation of Jodi’s Research

6:00   The 3 Parallels

7:28    Story

12:11  Core Memories with Disney

14:41  Transitioning Into the Story Through Theme Parks

16:00  Ritual

19:43  Creating an Environment for Individual Rituals

22:41  The Emotions of Being a Fan

25:56  Merchandise and Souvenirs as an Amulet

30:20  Community and Collective Effervescence

33:07  Creating a Environment for Community 

34:33  The Magic in runDisney Races

46:52  The Diversity of Disney Fans

49:39  Journeying to Marceline, Missouri, Walt Disney’s hometown 

——

For more information on the topics covered in this episode: 

Follow Jodi on Twitter and check out her website

Once Upon a Time – the Twitter thread that started it all 

“The Gospel According to Disney” by Mark Pinsky

Disney Pin trading

Read More
Flip the Switch

Amaze Your Customers w/ Shep Hyken

Our guest today is Shep Hyken, a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations.  Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of “Amaze Every Customer Every Time,” “Moments of Magic ,” “The Loyal Customer,” “The Cult of the Customer” and “The Amazement Revolution.” 

Shep, KG, and David cover everything from designing an organization’s purpose to how customer service has changed for the future due to the pandemic.

——-
Show Notes:
(07:53) Learning customer service at age 12

(11:02) “Without customers, you don’t have a business”

(15:25) Marketing creates repeat customers; loyalty is a connection

(18:49) Crafting genuine and transparent mission statements 

(21:46) Purpose statements in practice – lessons from the Ritz-Carlton and Disney

(26:05) Creating mission statements that clearly articulate your values

(29:51) Shep’s Six Simple Steps to Create a Customer Service Culture

(31:52) Unpacking Step #3: Train It

(37:16) The shortest customer service speech in the world

(39:13) “I’ll Be Back – How to Get Customers to Come Back Again and Again” – Shep’s next book

(43:55) Looking outside your industry for inspiration

(45:15) Customer service is not a department, it’s a philosophy

(47:23) Rapid Fire Questions

——-

Additional Notes:

Purchase Shep’s Books

  • I’ll Be Back: How to Get Customers to Come Back Again and Again
  • The Convenience Revolution
  • Amaze Every Customer Every Time
  • The Amazement Revolution
  • The Cult of the Customer
  • Moments of Magic
  • The Loyal Customer
  • Be Amazing or Go Home

Shep’s Book Recommendations:

The Effortless Experience by Matt Dixon

The Experience Economy by B. Joseph Pine II and James H. Gilmore

How to Connect with Shep:

https://hyken.com/

Shep’s Customer Service newsletter

Shep TV on YouTube

——-

Today’s episode was sponsored by CheckdIn.  Know exactly who’s working in your venue.

Read More
Flip the Switch

Celebrating 50 Episodes with Our Top 5 Favorite Clips

Our favorite clips from our Top 5 most popular episodes.

Today, we’re celebrating hitting our 50th episode! We couldn’t have done this without all of you and we can’t thank you all enough. To celebrate, we’re taking a look back at our top 5 most listened to episodes. Counting down from #5, we’ll listen back on great moments from each episode on the list. Hope you all enjoy!

Show Notes:
 

(02:15) #5 – Access vs ownership applied to season tickets; Bringing subscriptions to sports

(11:40) #4 – Servant leadership and prioritizing your time

(22:57) #3 – How Disney and Carnival Cruise Line used customer journey maps to improve their businesses.

(34:51) #2 – Empowering and equipping your employees to make decisions and take action

(44:00) #1 – Leading with experience first and using the question “what if” to innovate

Today’s Sponsor: https://checkdin.app

Read More
Flip the Switch

35: Personalizing the Guest Experience w/ Brian Betts

Our guest today is Brian Betts, a 22+ year Disney Cast member and former executive. By trade, Brian is an industrial engineer, so this episode is going to have an analytical and methodical approach towards improving customer experience.

In his career at Disney, Brian did everything from helping launch Disney Cruise Line and Disney’s Fast Pass, to overseeing experience insights within My Magic+, Disney’s mobile app and connected ecosystem. Throughout Brian’s career, he’s used analytics to optimize the guest experience, managing multi-billion dollar annual capital investments, including the development of new attractions and experiences. As part of his last role as Vice President of Planning and Development, he was part of the commercial team with oversight of long-term planning and revenue generation initiatives. Check out his Linkedin page for more info, he’s just got too prolific an experience to share it all here. 

Two of the major projects Brian was involved in his later years that we dive into: First, using data and predictive analytics to proactively recover guest service opportunities in real time. Second, using the data gained from Disney’s  My Magic+ initiative to create greater personalization for the guest. Brian goes into detail on how they used analytics to help equip front-line Cast Members with “superpowers” to deliver better guest experiences.

Even if you don’t have a billion dollar budget for customer experience, there are tons of principles and takeaways from this conversation you can apply to your own organization. 

Read More