Leadership and Customer Experience: “The Disney Way” w/ Former Disney Executive Vice President of Operations, Lee Cockerell
08/30/21 • 39 min
1 Listener
“It’s Not Magic That Makes It Work, It’s The Way We Work That Makes It Magic.” -Lee Cockerell
Being a leader and running a business isn’t all about the numbers or even your final product or service. It’s about the people and their experiences!
Have you ever been unsatisfied with a company’s customer service or product? Most likely, we all have! What really makes a company or leader shine and succeed, even in the face of an unhappy customer, is their ability to lead their team to greatness and provide outstanding customer experiences, time after time.
But how do you become a great leader while ensuring fantastic experiences for your customers?
Rita Richa welcomes Lee Cockerell. Lee is the former Executive Vice President of Operations for the WALT DISNEY WORLD® Resort, to have a magical discussion about how to approach leadership and world-class customer experience the “Disney” way.
In this episode, Rita and Lee discuss:
-Lee Cockerell’s experience working with Disney & His leadership style; the role of empathy, discipline, and trust in leadership
-How to maintain a low employee turnover
-How to keep your team aligned with the mission and vision of your organization
-Lee’s biggest challenges as a leader: Crisis management, recessions, & more, oh my!
-Incorporating inclusivity and accessibility into the customer experience
-How Disney pivoted during the COVID-19 pandemic & How to use technology to adapt to changes in the market
Lee recommends these professional development books:
-The Effective Executive by Peter Drucker
-The 7 Habits of Highly Effective People by Stephen R Covey
Lee Cockerell’s Best Selling Books:
-Creating Magic...10 Common Sense Leadership Strategies from a Life at Disney is now available in 21 languages,
-The Customer Rules...The 39 Essential Rules for Delivering Sensational Service is currently available in 15 languages.
-Time Management Magic...How to Get More Done Every Day
-Career Magic...How to Stay on Track to Achieve a Stellar Career
Be sure to stick around for the Disney Rapid Fire Questions segment! You won’t want to miss Lee’s answers!
Do you wish to connect with our special guest? Visit his website: www.leecockerell.com
Be sure to hear every conversation about making magic in business on Apple Podcasts, Spotify, and Google.
Listening on a desktop & can’t see the links? Just search for Bippity Boppity Business in your favorite podcast player.
“It’s Not Magic That Makes It Work, It’s The Way We Work That Makes It Magic.” -Lee Cockerell
Being a leader and running a business isn’t all about the numbers or even your final product or service. It’s about the people and their experiences!
Have you ever been unsatisfied with a company’s customer service or product? Most likely, we all have! What really makes a company or leader shine and succeed, even in the face of an unhappy customer, is their ability to lead their team to greatness and provide outstanding customer experiences, time after time.
But how do you become a great leader while ensuring fantastic experiences for your customers?
Rita Richa welcomes Lee Cockerell. Lee is the former Executive Vice President of Operations for the WALT DISNEY WORLD® Resort, to have a magical discussion about how to approach leadership and world-class customer experience the “Disney” way.
In this episode, Rita and Lee discuss:
-Lee Cockerell’s experience working with Disney & His leadership style; the role of empathy, discipline, and trust in leadership
-How to maintain a low employee turnover
-How to keep your team aligned with the mission and vision of your organization
-Lee’s biggest challenges as a leader: Crisis management, recessions, & more, oh my!
-Incorporating inclusivity and accessibility into the customer experience
-How Disney pivoted during the COVID-19 pandemic & How to use technology to adapt to changes in the market
Lee recommends these professional development books:
-The Effective Executive by Peter Drucker
-The 7 Habits of Highly Effective People by Stephen R Covey
Lee Cockerell’s Best Selling Books:
-Creating Magic...10 Common Sense Leadership Strategies from a Life at Disney is now available in 21 languages,
-The Customer Rules...The 39 Essential Rules for Delivering Sensational Service is currently available in 15 languages.
-Time Management Magic...How to Get More Done Every Day
-Career Magic...How to Stay on Track to Achieve a Stellar Career
Be sure to stick around for the Disney Rapid Fire Questions segment! You won’t want to miss Lee’s answers!
Do you wish to connect with our special guest? Visit his website: www.leecockerell.com
Be sure to hear every conversation about making magic in business on Apple Podcasts, Spotify, and Google.
Listening on a desktop & can’t see the links? Just search for Bippity Boppity Business in your favorite podcast player.
Previous Episode
What is Bippity Boppity Business All About?
No one makes magic in business like Disney!
Join us as we hear from Disney cast members, influencers, and enthusiasts as we uncover the secrets of what it takes "behind the scenes" to make Disney such a successful and well-loved brand!
Hosted by Rita Richa
Next Episode
How to Become a Professional Performer w/ Kelly Wolfe, Performer @ Legoland & Universal Studios
The business of being an entertainer isn’t just about singing songs and dancing in extravagant costumes... there are difficult moments in the entertainment industry, but it can be a ton of fun and very rewarding when pursued as a career!
With all the uncertainty, cancellations, and closures due to the pandemic, there’s no surprise that performers have struggled during 2020 and 2021.
Alas, the show must go on!
What does it take to be a professional performer, especially when auditions are highly competitive AND oftentimes virtual?
Rita Richa welcomes Kelly Wolfe, Lead Performer at Legoland Florida Resort, to have a magical discussion that provides insight and advice for performers striving for success during a time where COVID is displacing many entertainment workers.
In this episode, Rita and Kelly discuss:
How to pursue performance as a career
Overcoming imposter syndrome and anxiety during casting calls
Tips for nailing your audition and standing out in the crowd
Hacks for performing your best and caring for your voice
Working as a performer at Legoland and Universal
The impact of the COVID-19 pandemic on the performance industry
Advice for auditioning virtually
Be sure to stick around for the Disney Rapid Fire Questions segment!
You won’t want to miss Kelly’s answers!
Do you wish to connect with our special guest?
-Visit Kelly Wolfe’s website: www.officialkellywolfe.com
-Follow her on Instagram: www.instagram.com/kwolfepack_
Be sure to hear every conversation about making magic in business on Apple Podcasts, Spotify...
Listening on a desktop & can’t see the links? Just search for Bippity Boppity Business in your favorite podcast player.
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