1. Excerpts from:
Creating Magical Customer
Service: The Disney Way
With Bill Capodagli, author of
The Disney Way
Host/Moderator, Ken Freestone

2. Ken Freestone
Moderator/Consultant

4. Bill Capodagli
Author/Consultant

6. Why Disney?

7. ASCI Quarterly Results
1994-2011
2009
Baseline 1994
2011
2006
2000
2003
1998

8. 1955

9. • Over 60,000 Cast
Members
• 92 Square miles
• 167 miles of road
• More than 31,000
Hotel Rooms
• Over 43 Million
Guests/Year

13. 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

16. Innoventions

19. • Safety
• Courtesy
• Show
• Efficiency

22. "Would you
enthusiastically
recommend to a
friend?"

23. • Number of Promoters 9 or better
• Number of Detractors 6 or less
Number Promoters
-Number Detractors
Net Promoter Score

24. r y bo a rding
• Lear n Sto
a Cus to mer
• Co n sider Action
ack S ys t e m
Call-b

27. Innovation
Customer
Service
Leadership

29. Excerpts from:
Creating Magical Customer
Service: The Disney Way
With Bill Capodagli, author of
The Disney Way
Host/Moderator, Ken Freestone