From the monthly archives:

August 2007

Disney Institute — Loyalty

by Roy Blumenthal on August 29, 2007

This pic is the sixth in a set of six visual facilitation pics covering the first day of an intensive seminar series on customer service.

How’s this for an impressive reality about the economic value of customer-loyalty?

Disney has worked out that the average visitor to Disneyland in Orlando, Florida will spend US$50 000 over their lifetime.

I don’t need to say a single word more, do I?

This painting was made live during the Disney Institute day of the Service Excellence Emporium 2007 seminar. I’m using ArtRage 2.5 on a Toshiba Tecra M4 tablet pc. No hearts or wallets were mutilated in the making of this painting.

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Disney Institute — Service

by Roy Blumenthal on August 29, 2007

This pic is the fifth in a set of six visual facilitation pics covering the first day of an intensive seminar series on customer service.

What’s YOUR answer to this common question Disney castmembers face every day of their lives?

‘What time is the 3 o’clock parade?’

Hint: the answer is NOT: ‘Uh… 3 o’clock, you dumbthwuck!’

The answer lies BEHIND the question. What’s the person REALLLLLY asking? So the answer might be something like…

‘Sir, the parade itself starts down in Main Street at 3pm, and that’s about forty minutes away from where we’re standing right now. Are you going to be heading down there, or would you prefer to watch from that juice kiosk over there? When the parade comes round this corner at 3:40pm, you’ll be able to take some of the most impressive photos Disneyland has to offer, because the Magic Palace is directly behind that parade. And, as a bonus, you’ll be in the shade, out of the sun at that time. Does that answer your question?’

This painting was made live during the Disney Institute day of the Service Excellence Emporium 2007 seminar. I’m using ArtRage 2.5 on a Toshiba Tecra M4 tablet pc. No ducks were mutilated in the making of this painting.

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Disney Institute — Culture Creation and Staffing

by Roy Blumenthal on August 29, 2007

This pic is the fourth in a set of six visual facilitation pics covering the first day of an intensive seminar series on customer service.

The key insights here are: hire the right people for your organisation (make sure they fit), and, design your culture very carefully and communicate it clearly and unambiguously.

If you treat EVERY employee as if they were valued customers, you’ll be on the right road..

This painting was made live during the Disney Institute day of the Service Excellence Emporium 2007 seminar. I’m using ArtRage 2.5 on a Toshiba Tecra M4 tablet pc. No mice were mutilated in the making of this painting.

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Disney Institute — Steamboat Willie Says Take Risks

August 29, 2007

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Disney Institute — Steamboat Willie Says Take Risks, originally uploaded by royblumenthal.
This pic is the third in a set of six visual facilitationpics covering the first day of an intensive seminar series on customer service.
‘Steamboat [...]

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Disney Institute — Leadership

August 29, 2007

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Disney Institute — Leadership, originally uploaded by royblumenthal.
This pic is the second in a set of six visual facilitation pics covering the first day of an intensive seminar series on customer service.
This session introduced Disney’s [...]

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Disney Institute — Service Excellence — The First Step

August 28, 2007

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Disney Institute — Service Excellence — The First Step, originally uploaded by royblumenthal.
Please click on the pic for a much bigger, downloadable version of it on my Flickr gallery.
This pic is the first in a [...]

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2007-08-20 A Monday Night at AACA — Repetition

August 20, 2007

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2007-08-20 A Monday Night at AACA — Repetition, originally uploaded by royblumenthal.
AACA tonight was pretty much about the value of repetition in learning new habits.
One of my hassles with the twelve step programs, though, is [...]

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2007-08-18 Jennifer and Roy Drawing Each Other From Opposite Ends of the Bed

August 19, 2007

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2007-08-18 Jennifer and Roy Drawing Each Other From Opposite Ends of the Bed, originally uploaded by royblumenthal.
On Saturday morning, Jennifer and I woke up pretty late, and lay in bed reading. At a certain point, [...]

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2007-08-15 Illustration Friday Night — All You Need is Meat

August 15, 2007

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2007-08-15 Illustration Friday Night — All You Need is Meat, originally uploaded by royblumenthal.
I’m a bit late on this week’s submission to Illustration Friday Night. But hey. Thursday isn’t quite Friday, is it?
The topic this [...]

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2007-08-15 Kgone

August 15, 2007

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2007-08-15 Kgone, originally uploaded by royblumenthal.
This is a very rough approximation of Kgone, the lady who cleans my flat once a week.
To international readers, the way to pronounce her name is kinda difficult to describe. [...]

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