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Improve Your New Hire Orientation
Ask any Disney cast member, past or present, if they remember their new employee orientation (NEO) and I guarantee you they’ll say yes. Why? Because Walt Disney Company’s “Traditions,” is [...]
It All Started with Orientation!
Do you remember your very first day at work in your organization? Was it exciting? Was it nerve-racking? Did anyone ease your pain and make you feel welcome? Was [...]
Using the Right D.O.S.E of Disney Magic to Improve the Patient Experience
Dopamine, oxytocin, serotonin, endorphins—four ways our body rewards us for positive experiences, and four things to strive for in the patient experience. ILS President Jake Poore came up with the acronym [...]
6 Ways To Practice Self-Love And Be Good To Yourself
I can't recall when I first learned about self-love. I'm sure it was in the last five years or so—nowadays it seems like everyone is familiar with the term. [...]
How to Foster Connection with Personal Inventory Sheets
Getting to know your employees' personal preferences is a great way to foster understanding, deepen connections and establish loyalty. When you know your employees' preferences, likes and dislikes, you're [...]
Create Special Places for Quiet Moments
Walt Disney World is famous for creating happiness for people of all ages, everywhere. This includes infants and new mothers. Disney has Baby Care Stations in each of its theme [...]
Treat Employees Exactly How You’d Like Them to Treat Patients
After working in healthcare for the past two decades, I see a big disconnect in patient-centered organizations—sometimes, the employee mindset is: If you’re not my patient, then you’re not [...]
Allow Employees to Decompress and Recharge
Disney goes to great lengths to maintain a sense of magic in their theme parks, keeping a clear line between onstage and backstage. They also do an excellent job of [...]
Localize Your Culture
Once you articulate a global way of doing things (your Service Theme or True North) you need to localize it by department. If your team does not feel the overarching [...]
10 Ways to Keep Your Employees Around After Orientation
Employees today want meaningful work, the resources to do that work, a boss who helps removes the barriers, and appropriate recognition for a job well done. If they don’t [...]
Connect Every Employee to a Purpose
My mantra for the fast-growing workforce of the millennial generation is, “if they don’t know the why, the what doesn't matter.” Perhaps the most important thing I learned in [...]
99 Lessons # 48 – Go the Extra Mile
They say, “People don’t care how much you know until they know how much you care.” Going the extra mile can have a huge impact on improving both the [...]
The Value of a Pre-Employment Video
What if you created a short video that clearly describes the work culture to a new job applicant BEFORE they applied for a job? Research shows that an average [...]
Make a Good First Impression
What is a guest’s first impression of Walt Disney World before meeting their first cast member? As soon as they drive onto Disney property, they know immediately where they [...]
Use Human-Business-Human
One of the core philosophies at Integrated Loyalty Systems is Human – Business – Human (HBH). It’s a simple process and easy to remember. Here’s how it works: • [...]
I Love My Work but Hate My Job!
Last week, I had a conversation with my sister about her job as a home health nurse in an inner-city ZIP code. The neighborhoods are rough, poor, and for [...]
Discover your Patient’s Preferred Name – Lesson 54
Years ago, a family visited the Magic Kingdom with their two young daughters. It was a busy day and they waited in a long line to meet their favorite [...]
Celebrate Achievements Big and Small
At Disney, buttons are used to celebrate life’s important accomplishments, such as birthdays or anniversaries. However, they are also used to celebrate just about anything that a guest believes [...]
Create a Better Company with Diversity and Inclusion – Lesson 28
The customer experience begins with the employee experience. Just look at Disney parks and resorts, where employees are treated as staff members, part of the whole experience. Rather than [...]
Treat Employees Like VIP’s – Lesson 35
The idea at Disney is to treat every guest as a VIP - a very individual person = to make them feel special. For this to be sincere and [...]
Patient Experience Week: Are You Capturing Your Story?
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A Teddy Bear, Outer Space, and The Art of Positive Distraction
By Kim Court Who knew a teddy bear could be so powerful? Lately, my family and I have been taking more walks and bike rides in our neighborhood. Playdates [...]
Elevating the Human Side of Healthcare: COVID-19 Resources
By Jake Poore Dear Partners, Leaders and our ILS Friends, Our team wanted to reach out and let you know we are here, we see you, and most importantly, [...]
A Story About Buttery Carrots, Gratitude, and Caring For Caregivers
By Kim Court Buttery carrots might not sound like the foundation for a super compelling story, but stick with me. A dear friend of mine works at a hospital [...]
5 Good Things Happening Right Now
Let's focus on the good. Here are 5 good things happening right now. Grocery stores like Wegmans, Stop and Shop, Kroger, Giant, Market Basket and Publix are offering select [...]