Malcolm Ross has been an executive for Disney for years. In this episode I talk with him about how Disney runs the parks in order to deliver a great customer experience to their guest. One quote of Ross sticks with me: “People say about Disney it’s the magic that makes it work. Actually, it’s the way of working that makes the magic.” Listen and get inspired by how Disney is focused on great customer service!
Note: The introduction of this episode in Dutch! The interview starts at 02:45.