Can Your Operation Keep Your Promises?

"The customer doesn't care about who did what. They want it to be right."

Episode Chapters

[00:01:41] Can Operations Deliver What Marketing Promises?

[00:04:21] Keeping the Frontline Informed

[00:06:52] Creating One Purpose Across Departments

[00:08:41] Trust, Ethics, and Speaking Up

[00:10:18] Preparing Operations for Big Disney Announcements

[00:14:24] Meeting the Expectations You Create

Every promise your organization makes creates an expectation your operation must be prepared to meet. Lee Cockerell discussed what happens behind the scenes when marketing, sales, creative teams, and operations need to work together to deliver for the customer. Lee uses his experiences as a leader at Walt Disney World to highlight the importance of communication, respecting each department's expertise, preparing frontline employees, and creating a culture where people are comfortable speaking up when they see a potential problem.

Customers don't care which department made the promise. They remember whether your organization kept it.

Read my blog for more from this episode.

Resources