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Disney Employee Culture book

Exceeding expectations

Disney University exterior
This is where Disney World Cast Members spend their first day, learning the foundational Guest Service architecture.

Exceeding expectations.

This is the key to great customer service.

Yet we measure for CSI – Customer Satisfaction Index.

In healthcare, it’s called Patient Satisfaction.

We measure for satisfaction and we solve with an organization (and personal) aim that is far to low.

And because this is pervasive, it has become the accepted standard.

My mission is to change that standard by radically changing the aim.

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