"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.

"Get to the point. Would you recommend us? Why? That's all you need."

Notable Moments

[02:20] The listener's question about improving customer surveys.

[03:56] The two key survey questions Disney uses.

[05:37] Challenges with long, complicated surveys.

[06:51] Real-time survey suggestion for immediate feedback.

[09:36] Simplifying surveys to essential points.

In this episode, Lee Cockerell addresses a listener's question about improving customer surveys, emphasizing simplicity and directness. Lee shares practical advice from his Disney experience, advocating for two straightforward questions to effectively gauge satisfaction and areas for improvement. By focusing on core feedback organizations can dramatically enhance the quality and usefulness of responses. The core feedback is as simple as asking would customers return and would they recommend the experience. Lee highlights the importance of brevity and personal engagement to gain meaningful insights from surveys.

Read Lee’s 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.

“Take the chance to have as many experiences as you can. They really are educational—it’s like going to school.”

Notable Moments

[00:01:33] Reflections on opening Disneyland Paris

[00:03:02] Why young professionals should embrace global experiences

[00:06:00] The long list of cities Lee lived and worked in

[00:08:36] On not letting comfort or homeownership prevent career moves

[00:10:43] Why Orlando became the family hub (and how the "stuff" piles up!)

Retired Executive VP of Walt Disney World, Lee Cockerell, shares personal stories and lessons from a career marked by saying “yes” to big opportunities, including when it meant moving cross-country (or across the world). He reflects on the launch of Disneyland Paris, how moving shaped his family, and why young professionals should pursue new experiences early and often. This candid conversation offers timeless wisdom about growth, change, and choosing adventure over comfort.

Read the 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.