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Content provided by Jody Maberry and Lee Cockerell. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Jody Maberry and Lee Cockerell or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
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Creating a Customer Experience Model

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Manage episode 494517547 series 2891578
Content provided by Jody Maberry and Lee Cockerell. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Jody Maberry and Lee Cockerell or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

"The only thing that's going to matter are the people, nothing else."

Notable Moments

[01:49] Listener question on revamping a customer experience model

[02:53] Leadership’s role in defining and upholding standards

[04:09] Why service must be intentional and modeled from the top

[05:59] Why customer complaints are almost never about the product

[08:38] The origin of Lee’s storytelling-based training model

[10:30] How scripting experiences leads to consistency and excellence

Lee Cockerell, former Executive VP of Walt Disney World, answers a listener question about revamping a customer experience model for a large organization. Drawing from his experiences at Marriott and Disney, he shares practical advice on leadership, training, service standards, and using storytelling as a tool to create consistent, memorable guest experiences.

Read my blog for more from this episode.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

  continue reading

563 episodes

Artwork
iconShare
 
Manage episode 494517547 series 2891578
Content provided by Jody Maberry and Lee Cockerell. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Jody Maberry and Lee Cockerell or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

"The only thing that's going to matter are the people, nothing else."

Notable Moments

[01:49] Listener question on revamping a customer experience model

[02:53] Leadership’s role in defining and upholding standards

[04:09] Why service must be intentional and modeled from the top

[05:59] Why customer complaints are almost never about the product

[08:38] The origin of Lee’s storytelling-based training model

[10:30] How scripting experiences leads to consistency and excellence

Lee Cockerell, former Executive VP of Walt Disney World, answers a listener question about revamping a customer experience model for a large organization. Drawing from his experiences at Marriott and Disney, he shares practical advice on leadership, training, service standards, and using storytelling as a tool to create consistent, memorable guest experiences.

Read my blog for more from this episode.

Resources

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

Travel Guidance

Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

  continue reading

563 episodes

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