I Need Some Magic

Although Tom Connellan’s book, “Inside the Magic Kingdom” isn’t new, it is very fresh for the time. The book describes the secret sauce is for the mega amusement company to continue to have loyal customers who come back over and over again and don’t mind paying for the experience. It’s not about adorable creatures, mystical heroes or the most thrilling rides in an amusement park. As a matter fact you can find all of that less than 5 miles away, but the loyal Disney followers pass by it to find the magic. The magic is a state of mind. Everyone’s state of mind – the customers, the employees, the vendors, the creators – everyone.

I would propose that the key’s to Disney’s success that Connellan reveals, apply to just about any business interested in building passionate customer loyalty. The book is chock full of mind shifting ideas. Here are the concepts and just some of the great quotes that might just get you and your teams thinking.

 1. Your competition may not be who you think. “If someone else satisfies customers better than, no matter what type of business, you suffer by comparison.”

2. Pay fantastic attention to detail. “Quality is not about limited possibilities. Quality is about unlimited possibilities.”

3. Everyone walks the talk “Everyone needs to focus on providing what customers want – even people who never come in direct contact with customers”

4. Everything walks the talk “The trick is to turn common sense into common practice”

5. Customers are best heard through many ears. “If you overlook information from employees, you overlook probably the most valuable source of customer information you have.”

6. Reward recognize and celebrate. “People treat customers the same way they get treated.”

7. Everyone makes a difference. “To achieve good teamwork and optimize customer loyalty, you have to break down silos.”

8. Continuous pursuit of excellence. “Just when everyone is saying how great you are is when you’re most vulnerable”

Thanks to Tom Connellan for writing this great instructions guide to bring out the best in others and in business – “Inside the Magic Kingdom.”

Lead on!