CX Goalkeeper with Francesca Tempestini second half - S1E8 is about the whole employee experience at Disney

The CX Goalkeeper had a second smart discussion with Francesca Tempestini.

Francesca is speaking about the employee experience at Disney, as she worked there for 5 years.

Are you smiling when you are speaking about your former employer? Francesca Tempestini continuously smiled also during the second discussion about her experience at Disney as a cast member.

Nowadays, Francesca Tempestini is an Export Manager at FARAONE srl. She is an enthusiastic disseminator of Disney approach.

In the following discussion, she explains the whole employee journey.

It is important to invest in the employees for 2 main reasons:

- Employees will be in touch with customers – “happy and engaged employees creates happy customers”. It’s really about “feeling”. Employees want to be understood and valued

- Employees can service in a proper way each customer. If they feel involved and they are enabled to solve customers’ inquiries, everything is easier.

Therefore, it’s an investment in the company itself.

About motivated employees:

You can smile mechanically or because you feel it (personal implication). If a person really wants to help you, he/she can make the difference compared to a person which executes a pre-defined script.

One key principle at Disney is “Leading by example” – even Walt Disney picked up the trash from the floor. The feeling of “we are here together” is key.

Employee journey

1) Welcome Letter:

- It starts before the first working day: It starts with a letter with the contract. It’s a “Welcome” letter with a lot of details about the job and to make the employee life easier

- They make you feel WELCOME

2) Two days of intensive training about the park itself and cultural references you need to learn

- Respect what other people are doing

- Curiosity is really appreciated

3) Collaboration with other people

- Everyone is there to help you

- No silos mentality, working together is a key success factor

- Engaged employees, happy customers

4) Motivation

- Employees get motivated in different ways: rewards, team building activities, community events

- Gratefulness is one of the Disney value

5) Communication among cast members

- Continuous exchange of information at all levels

- Other cast members are helping you and showing you your tasks by providing feedback (and helping you to improve)

6) Internal mobility

- Internal mobility is supported. You can stay some hours or some days with another division and they show you the jobs

- It’s also an opportunity to show to others what your team is doing

Summarizing

- EX is a pre-requited for great CX

- Employee experience must be planned

- Clear focus on the human being – well treated, safe and empowered employees make the company successful

- Brand loyalty is a reality. Employees are the first fans

Francesca is sharing her GOLD NUGGET – (quote Walt Disney)

You can dream, create, design and build the most wonderful place in the world but it takes people to make the dream reality

Francesca's contact details:

https://www.linkedin.com/in/francesca-tempestini-3bb36a53/

Thank you Francesca, it was "magic".