How Disney Empowers Its Employees to Deliver Exceptional Customer Service — hbr.org

By Bruce Jones, Senior Programming Director, Disney Institute What would Walt Disney Parks and Resorts be without its Cast Members and the extraordinary level of service delivery they strive for each day? Clearly, this is critical to our continued growth and success as a business. Because of this success, we are constantly asked, “How do you do it?” And the even more interesting question may be ”How do you sustain it?”

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