In this highly interactive and emotionally connected delivery, we will cover some of the following key learning elements and beliefs: 

• Culture is everything, and you must intentionally design your culture and your service culture to  ensure the behavioral results you desire. 

• Exceptional and memorable service results when you overmanage the customer experience by  paying extraordinary attention to every process and every detail, at every possible touchpoint. 

• Everyone has a customer. 

• Employee engagement is the emotional connection the employee has to the organization and its  goals. 

• Every learning experience should both teach and reinforce culture. 

• The extent to which you genuinely care for your people is the extent to which they will genuinely  care for your customers and each other. 

• Great leaders commit to the mission and vision of the organization and then demonstrate it  operationally to their team members. 

• Every leader is telling a story about what they truly value. 

• People ultimately judge us by what we do, not what we say we will do. 

Castle Consulting PartnersCastle Consulting Partners 24A Trolley Square, #1399 Wilmington, DE 19806-3334 www.castleconsultingpartners.com Direct: 443-271-4835 chrissy@thecastlepartners.com DETAILS © Castle Consulting Partners, Inc. All Rights Reserved. Content available through licensing agreement  or direct purchase. This product is not an official Disney product nor is Castle Consulting Partners  affiliated with The Walt Disney Company. The name Disney is being used for historical context and not  promotional purposes. Videotaping of this session is allowed. It may not be used and or distributed in anyway, without  written consent by Castle Consulting Partners, Inc.