Twitter in 140 Pieces Wk of 2010-08-29

by Wendy Soucie on August 29, 2010

  • #barcampmad social media tools week 11/29-12/3 virtual and global conf #smtw registerby 10/1 before fee kicks in. #
  • via @MadisonSMC: fun was had today at Bloom Bake Shop – treats & the awesome photos by Beyond the Booth… http://fb.me/AUmuFcp5 #
  • #barcampmad Twilio a favorite of @gregtracy. Good 4 building txt messaging actions. #
  • Interesting 2 hear @gregtracy talk abt Google App engine. I couldn't program anything, but good 2 know knowledge base here in Madison #
  • Via @ThriveHere: Marketplace Trade Fair 4 minority-owned biz seeking sales leads, dev assis 10/13 Pewaukee #Wisconsin http://ow.ly/2vT1h #
  • RT @djmcknight: Vote 4 #engage365 – Forrester Groundswell Awards http://bit.ly/c9AdoP community for4 associations & mtg planners #asae #mpi #
  • How exciting to have a fire alarm and get some exercise #barcampmad Sure I grabbed my laptop as first thing when leaving #
  • RT @gl33p: Fair weather on the #barcampmad wifi network courtesy of SupraNet http://twitpic.com/2j2upo #
  • RT @raster: Hackers wear black shirts….. #barcampmad #fact at least in Madison! #
  • Fred Foster of ETC engaging keynote at #fwdtech Lighting ang technology. #
  • #fwdtech OpenAdC up next #
  • #fwdtech Loacsys -electrical fingerprinting of bacteria. Scalable and portable. No consumables to low cost to implement.#pdma #
  • #fwdtech Loacsys to deliver improved speed 4 analysis of food borne illiness- change days to hours #
  • #fwdtech Loacsys speaking on particle analysis #pdma Food borne illness focus. New startup. #
  • #fwdtech nate lustig managing time very effectively for speakers. #
  • Links Golf Cafe presenting at #fwdtech Like the socia media integration & Cisco technology. #
  • Disney Institute seminar: Learn strategies & models for quality & success 1-day #keysmadisonwi http://bit.ly/bXeIne #Madison #Wisconsin #
  • Wisconsin's very own AMFAM highlighted in this blog post by Chris Brogan. Miri MacDonald, Patti Coan, and Jennifer Bra…http://lnkd.in/zDFK-t #
  • Six Ways Brands Should Think of Social Media as a Party – I have often thought this type of analogy the best http://bit.ly/9aGH6B #
  • #plan Web Conference "SOCIAL MEDIA TOOLS WEEK 2010" (Online) Nov 29 – Dec 3, 2010 http://planca.st/8Nn #
  • I have to be in milw on 7/17 so maybe some time during the lunch early afternoon time frame #
  • Apply Disney Quality service strategies to your organization 1-day seminar #Madison http://bit.ly/bXeIne #keysmadisonwi 8/30 register today. #
  • 1-day event Disney’s Approach to Quality Service http://bit.ly/bXeIne #keysmadisonwi Challenge the way U look at UR business #
  • I just registered for BarCampMadison. A Free event for creatives tech and business types. http://barcampmadison.eventbrite.com #
  • New Date for Disney's Approach to Quality Service – Presentation on slideshare http://bit.ly/c6Aupb #keysmadisonwi #disneyinstitute #
  • How to Get Customers and web traffic from Local Search http://bit.ly/94bYFc #
  • Use post update area on Google Places to keep your profile uptodate. #smbmad #
  • via @TheCenturyHouse: luv 2 see the #smbmad group join @jeffpulver for #140conf Roadtrip Tweetup in our showroom. RSVP: http://bit.ly/9BOUh6 #
  • #smbmad oh cool looking at amfam dashboard for local search on google. Local Search done right! @skeeler68 #
  • #smbmad don't list keywords in company name this can be a negative with Googles new rules on locasearch #
  • #smbmad over 60 people attending at meeting today on local search. Diverse group for sure #
  • #smbmad @Social_Media_WI has developed program for local search listing submittal call him #
  • #smbmad Facebook places – you can check in and claim your business and powered by Bing – merge Facebook page. #
  • #smbmad are there tools to make the local search directory process more efficient? not really but have content ready, cut/paste & 15 min #
  • #smbmad @skeeker68 AMFam does corporate effort 2 help w/ local search at agent level. Developing positive reviews is activity agents need #
  • #smbmad infousa does some syndication for local search, but its the same information and you lose control to update #
  • #smbmad staying active and changing your content on the local search profiles is as important as changing your website #
  • #smbmad users reviews are being read and considered in the purchasing process. 90% of consumers online trust the reviews. #
  • #smbmad for virtual business important to get location based PO box so you can identify yourself in local #
  • #smbmad @skeeler68 for big companies – get white listed by google so verfication process simplified. #
  • via @madcityads: Take advantage of listing features: links 2 socialmedia channels, videos, etc. 4 local search via @skeeler68 #smbmad #
  • #smbmad Coupons with regulated industrys are problematic. Free reviews, audits, meetings are good work arounds. #
  • #smbmad Coupons are a nice feature that most allow – google and merchantcircle for sure. People tend to spend more with coupons #
  • #smbmad local search profiles. Adding all the media links each profile allows really enhances your visibilty. #
  • #smbmad create 100 – 1000 words profile descriptions prepared ahead make completing profiles more efficient #
  • First step make your listng stand out with keywords #smbmad Don't use too many in one listing. @skeeler68 suggest 5-6 keywords #
  • ComScore says 90% of online commercial searches result in offline sales. #
  • Local search online drives more traffic for in person purchases, phone calls to get more info. etc. Consider custom tracking on phone #
  • Google had 10.29 billion searches in June 2010 – 20% were local #
  • 80% of searches online are people looking to source products or services within 15 miles of home #smbmad #
  • RT @socialmeteor: 54% of Americans have replaced yellow page searches with the Internet via @skeeler68 #smbmad #
  • Disney Quality Service Search Story -these are so fun to make. Have you tried on yet? #keysmadisonwi #disneyinstitute #
  • Social Media Tools Week Coming up in November http://bit.ly/bqtM9N #
  • Madison,WI Disney’s Approach to Quality Service http://bit.ly/d9ASjP use WSCTW 2 register $50 off #keysmadisonwi Limited time offer #
  • Disney Quality service strategies apply 2 UR organization 1-day seminar #Madison http://bit.ly/bXeIne #keysmadisonwi 8/30 register today. #
  • VIA @ThriveHere: How 2 make product labels work 4 UR business: Wed. 8/25 6PM #Wisconsin Innovation Kitchen, Mineral Point http://ow.ly/2tnRL #
  • via @djmcknight: RT @jennacrane: Recommend creating social network for UR event- great way to give a better experience. #asae10 #engage365 #
  • Got my money's worth on vacation in Colorado. Biked up Vail Pass 10,000 feet , road Vail valley and Glenwood Springs Canyon. #
  • Professional Dev. #keysmadisonwi More info on behind the scenes Disney Institute: Disney's Approach to Quality Service http://bit.ly/cngqjb #
  • RT @mi_UdeMorelia: You may like to #follow @jorgefsb – see Jorge's profile on #XeeSM http://bit.ly/cOd1rc its his bday today. #
  • Via @GentleEditing: Online reputation: What is? How do U get? Why care? @wendysoucie explains:http://bit.ly/bL6cAM #
  • Learn how to apply innovative Disney strategies to your own organization http://bit.ly/bXeIne #keysmadisonwi 8/30 Register today. #
  • Twitter in 140 Pieces Wk of 2010-08-22: Professional Development by the best brand-Disney. Disney's Approach to Q… http://bit.ly/aSLOr5 #
  • Disney Quality Service Search Story -these are so fun to make. Have you tried on yet? #keysmadisonwi #disneyinstitute #

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Twitter in 140 Pieces Wk of 2010-08-22

by Wendy Soucie on August 22, 2010

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Continuing the Disney Institute customer service legacy

by Wendy Soucie on August 18, 2010

In preparing a social media campaign for a Disney Institute professional development program, I evaluated the available materials that the Professional Development with Disney Institute: Disneys Approach to Quality Servicemarketing group was providing.  Based on a traditional marketing effort the materials included email, press releases, Word of Mouth and partner promotions.  They had some video but due to the Disney Brand, there were not allowed to be posted on Youtube for sharing by others.

I created my own

I needed more content to share and created slide presentations (for Slideshare)  and blog articles.   I started to track down past attendees of the events to interview them myself via phone or using video.  In order to understand the magic behind Disney and what makes  these professionals evangelists online and off about customer service, the Disney leadership principles and customer experiences I needed to talk directly to a few Disney evangelists.

Of course I used social media to make some connections. I first joined the Disney Institute Alumni Group on LinkedIn to see what everyone was talking about. Then I started to network and ask questions with various people in the Group.  David Balentine was one of my first connections and he said that his experienced at the Disney Institute unleashed a passion in him for customer service.  He believes that everyone has a role to play in customer service and he  writes about on his blog All For the Customer.

David Balentine’s Disney story

David Balentine and Family at Epcot (photo credit - D. Balentine)

David Balentine and Family at Epcot (Photo Credit D. Balentine)

Let me first give you a little background.  David is a general manager of several General Nutrition Centers (GNC) in the Atlanta area. David first visited Walt Disney World (WDW) in August 1972 and then not again until 2001.  After that he had business conventions in and around WDW every other year.  In 2003,  he started taking his family with him.

“In 2009, I already considered myself a Disney geek, downloading Disney podcasts to my iPod, registering on numerous Disney forums and listening to Disney music on the internet day and night. We booked a 5-night stay at the Contemporary Resort. One of the days, we went to Blizzard Beach instead of one of the theme parks. We did not have any dining reservations for that evening so I stopped by the Concierge desk for assistance. I explained to the Cast Member that we didn’t have any reservations anywhere and I understood it was last minute but I wanted to have a special dinner with the family. . . . could he help me? Cary, the CM from the DC area, looked at me and said two simple words that. “Of course.” He was there to help me and how dare I think that he couldn’t help me. He didn’t say those words but that’s what he meant. He found us a table at Le Chefs de France at Epcot and we had a wonderful time.”

When David returned he started to educate himself  about Disney-style customer service. Its no small wonder that continuing educating yourself is one of the leadership principles at Disney.  One of the books he read was Lee Cockerell’s “Creating Magic: 10 Common Sense Leadership Strategies From a Life at Disney.” After reading, he booked a course on Leadership Excellence at Disney Institute in Orlando.  And that one was not his last.

Question and answers

Curious about David’s impressions of that first Disney Institute training, I asked about the details.  The Leadership Excellence course held in  November  2009 was a 3.5 day leadership principle program that closely followed the principles and tips in Creating Magic.  David said that Disney looks at everything surrounding their guest.  From the way the sheets are folded, to the way they clean up the resorts and parks. Cast members are graded on smiling at guests and even picking up any trash they see on the ground.  After reading Lee Cockrell’s book, he wanted his operation, at least what he was responsible for, to run like Lee Cockerell talked about.  He paid for this training out of his own pocket. During the sessions he attended, he found the attendees to be very diverse – large corporate,  insurance businesses , Christian youth home, military, individuals, retail and business to business.

Although David manages two retail stores, he never received formal training on how to be a leader.  While  he loved being in direct contact with  customers,  he was lacking the qualities that are Disney’s guiding lights.  Another concern for him was his lack of a formal degree.

“By the time [the first]course was over, I was feeling like I could run any Fortune 100 company if given the right people and enough time to do the job!” David Balentine

Suggestions for others

David Balentine during training (Photo credit D. Balentine

Its obvious that David is an evangelist for Disney and customer service. He has continued his quest for more education (another key principle in Lee Cockerell’s book) by taking a second and this fall will attend his third course.  His drivers are both personal and professional, but still remains funded out of his own pocket.

“It is my goal one day to be employed by the Walt Disney Company. Until that happens, I am going to take what they have to offer and bring the level focus and energy back and apply it to our operation. There were already some processes in place because we are very customer focused. But there is always more you can do. The courses leave you with a feeling that tells you to get moving!”

Key take aways from a Disney event

David offers the following comments on this Disney training:

  • On the Disney Institute site they don’t rank the course as to order, but he would suggest taking the leadership course  last or after some core topics under your belt.
  • He felt welcomed but felt personally he was not professional ready to deal with all the topics.
  • He has written letters to compliment the programs and the structure.
  • Wears a Disney pin each day – to remind him to focus on the customer.

His key take aways were as follows:

  • Setting through which your business works (office, retail, warehouse) main delivery methods for message out. Needs to be seamless for getting message out. Use to hit on the sensory details for a brand. Makes the difference when people have choice.
  • People – onstage and behind the scenes. Guest never see them, but if they don’t do their job the rest of the organization can fail.
  • Process  to deliver the experience they have to offer.

Its clear from the interview I had with David that he was able to embrace the Disney principles at the courses he has already completed in Leadership Excellence and Quality Service.  He hopes to complete People Management in 2011.

What effect has the Disney brand had on your life?

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Twitter in 140 Pieces Wk of 2010-08-15

August 15, 2010

Madison, WI : Disney’s Approach to Quality Service http://bit.ly/d9ASjP use WSCTW 2 register $50 off #keysmadisonwi Earlybird til 7/9 #
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RT @KathleenShow: If you eat, you're an investor. http://ow.ly/2pi9f [...]

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Welcome Note

August 10, 2010

Welcome to SMTW 2010. After a huge success in 2009 we are now working on SMTW 2010. Also this year we are conducting SMTW as a global event and expect 5,000 attendees from some 26 countries. Again it will be a week packed with top notch presentations from leading social media practitioner and latest social [...]

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Twitter in 140 Pieces Wk of 2010-08-08

August 8, 2010

RT @LodiValleyNews Gibraltar Rock Geocaching Event http://bit.ly/cD8kMH Check out if you are into high tech scavengers hunts! #
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If you haven't tried sharing news on LI with the new link features this video and blog post has steps to follow http://lnkd.in/EaN2a5 #
Madison, WI : Disney’s Approach to Quality [...]

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The Right Sales Questions Will Uncover Enterprise Risks and Golden Opportunities

August 6, 2010

Sales is a set of interconnected business processes.
Gaaaaaaaahhhhhhhh! Got that out of the way!
I hope the buzzword-encrusted sentence didn’t turn you off. And you’d be right to ask what it has to do with the title.
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Twitter in 140 Pieces Wk of 2010-08-01

August 1, 2010

Madison, WI : Disney’s Approach to Quality Service http://bit.ly/d9ASjP use WSCTW 2 register $50 off #keysmadisonwi Earlybird til 7/9 #
Madison, WI: Disney’s Approach to Quality Service http://bit.ly/d9ASjP use WSCTW 2 register $50 off #keysmadisonwi Please Retweet #
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Big Brother is Blogging: Survey Reveals Federal Adoption of Social Media

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The administration is still wiping egg off its face after the social-media fueled Shirley Sherrod debacle. Bureaucrats demonstrated they’re human—whipped into a frenzy by unsubstantiated information to achieve a malevolent goal. But despite the government’s textbook missteps, there is growing sophistication in the government about social media, and more agencies are adopting the tools—something many [...]

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Online Contests – Xeesm/Compete™

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Asking your customers to share new ideas and letting all customers vote is one of the most powerful customer engagement methods. You get the most direct Ranked Feedback and create a sense of ownership for your customer base.

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