June 2007. Trends and Directions Employees as Brand Ambassadors. Prepared by:. Employees as Brand Ambassadors. Example: Disney. At the Disney Parks and Resorts, guests come into contact with cast over 2.5 billion times a year.
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Trends and Directions
Employees as Brand Ambassadors
At the Disney Parks and Resorts, guests come into contact with cast over 2.5 billion times a year.
Each contact is a chance to win over a customer or lose one.
The Winning Game Plan:
The Virtuous Cycle of Enlightened Hospitality
The minute you come up with a rule you give an employee a reason to say no to a customer. That’s the reason we hate rules.
James F. Nordstrom
Example: Brinker International
Have you seen this man?
Seek out employees that instinctively align with your culture
Larry the Airport Shuttle Driver
Five Employee Types
“Home at Last”
The Timex Crowd
The Teeter Totters
The biggest mistakes hiring managers make is being impatient and unprepared
Example: Home Depot
Example: Monical’s Pizza