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The Jody Maberry Show

The Jody Maberry Show explores the nature of business. With a mix of storytelling, lessons, and occasional guests, Jody will help you master and market your message.
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The Jody Maberry Show
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Now displaying: April, 2017
Apr 25, 2017

 This episode we are going to make the final stop on our Florida Customer Experience Tour. 

Lessons from Universal Studios:

  1. Keep your entrance sharp. Make people feel they have entered someplace special. 
  2. Do something different. Don't directly compete with the big names. 
  3. Find your niche and become known for something specific. 
  4. Consider the design of your product and customer experience. 
Apr 22, 2017

The final day of touring Walt Disney World to learn about customer service we will visit Epcot. 

I had the opportunity to take part in a pilot program Disney World is testing out. Guest relations had my cell phone number. Every day they would text me just to see how things we going. And they made sure I knew I could text them if I had questions about anything.

This worked out great for me. No looking for a cast member. No waiting in line. Just send a text. I did text them with 3 questions throughout the days we have been here. One thing I noticed is they language 

When I texted and mentioned I could not see my plans in the Disney World app or website, they pleasant reply I received was. “Our system is currently going through a magical enhancement which is why you cannot view or modify your plans.”

Check out the choice of words. Magical Enhancements.  The language you use for your service or product matters. The words you use to and in front of customers matter.

Now, my final lesson from Epcot and from Disney World came when I stood in line so my daughter could meet Anna and Elsa, the characters from Frozen. My daughter was wearing braids. Elsa told her a story of how Anna uses Reindeer slobber to keep her braids in place. It was quite a story. And it made my daughter feel special. What can you do to give customers individual attention to make them feel special?

Apr 21, 2017

Day 3 of our Lessons from Disney World tour takes us to Hollywood Studios. 

Here are the three lessons from Hollywood Studios;

  1. Give your customer a clear, exact path to get what they want. 
  2. If your customer's experience will be enhanced by the experience you have created, don't give them a shortcut. 
  3. If it is your responsibility, you need to take responsibility. 

Listen to the episode to find out where the lessons come from and how you can apply it to your business. 

Apr 20, 2017

Today, we take the show to the Magic Kingdom for day 2 of Lessons from Disney World. 

I visited the Magic Kingdom for one day six years ago, so this park is not new to me. But I came with new eyes. Looking to see what I can learn about how they create magic.

Here are the business lessons I learned from a day at the Magic Kingdom;

  1. Most businesses overuse signs. What signs can you remove from your business?
  2. Every cast member at Disney will stop to pick up trash. Consider the buy in it takes across an organization for every cast member to stop and pick up trash. 
  3. Cast members love working for Disney. How much do your employees enjoy coming to work?
  4. If you don't love what you do, find something else. You do not have to settle. 
Apr 18, 2017

This episode is the first of four episode from Walt Disney World. 

Each day I will visit one of the Disney World Parks and share with you what I learn. 

On The Jody Maberry Show, we have learned about Disney from Lee Cockerell and Jeff Noel. But now, I will get to experience what we have learned on the ground. 

Today’s park is Animal Kingdom.

The day got off to a curious start when my Magic Band would not work. But the lesson I learned is that you should stick with your customer until the problem is solved. 

I also learned how we should remove the potential of confusion away from customers. 

Listen in to hear this short episode about Animal Kingdom. Next episode, we will visit the Magic Kingdom. 

Apr 4, 2017

The Jody Maberry Show goes on the road to the Kennedy Space Center. 

This is the first episode in a series examining some of the popular attractions in central Florida. We will find lessons we can take from the attractions to apply directly to your business. 

Here are 10 Customer Service Lessons from my time at Kennedy Space Center:

  1. Make a great first impression.
  2. Build anticipation from what happens next.
  3. If you are not unique, you have to get the details right.
  4. Be Boldly Clear about what you do
  5. Interpretation can connect you to an audience.
  6. People love to feel like an insider.
  7. Offer an experience, not just a product.
  8. Offer upgrades. 
  9. Use video to help get your message out. 
  10. Everyone on your team has to sold on the mission of what you are doing. 
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