Building a Customer-Centric Culture: Lessons from Disney

In this episode of The Next Interview, we sit down with John Formica, the "Ex-Disney Guy," to explore his extensive career in hospitality and leadership. John shares valuable lessons from his time managing Disney resorts and hotels, as well as his experience transforming a struggling hotel into an award-winning property. We dive into the importance of culture, customer service, and leadership, discussing how to build loyal teams and create magical customer experiences in any industry. Tune in to learn actionable insights you can apply to elevate your leadership and transform your organization's culture today.

KEY TOPICS
How to create a Disney-like customer experience in any industry.
The importance of defining and living your core values as a leader.
Building a culture of loyalty and empowerment within your team.

THREE ACTIONS
Start with your core values: Define clear, actionable values and empower your team to bring them to life.
Focus on the guest experience: Break down each touchpoint in your customer’s journey and look for ways to exceed expectations.
Build ambassadors within your team: Identify and reward employees who embody your company’s mission and core values to help drive culture change.