Disney's Magic Kingdom in Florida is the world's most visited theme park. That fact is due in no small part to Disney's primary purpose—to make visitors happy. And as John Formica explains, this simple mission only succeeds because it is infused into every aspect of Disney's culture to the point where making visitors happy is more important than the duties of any employee's job. And he should know—John is a former Disney leader and the author of Making the Customer Experience Magical Now! And in this week's interview, John shares some of Disney's philosophy and secrets that you can implement in your own business to create a magical experience for your clients.

Don't forget to check out the show notes for more in-depth information and added details not included in the episode. Visit www.staypaidpodcast.com.

Connect | Resources

• Book: Making the Customer Experience Magical Now!

• Website: https://johnformica.com/ where you can find free video training and a weekly newsletter with Disney-inspired tips and strategies for creating a magical customer experience.

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0:00 Introduction

1:55 Guest bio

4:33 What are the core principles of the Disney philosophy and how can it be applied?

7:30 What are the tactics that create the desired client experience and how do you systematize it?

[Golden Nugget]

10:49 What do you look for when you "hire right?" [Golden Nugget]

14:39 How do you balance the economics vs. creating the ultimate client experience?

16:17 The customer experience is the new battleground where there are winners and losers.

18:06 How and where are you spending your budget to create the experience?

21:46 How a real estate agent can implement the Disney philosophy.

23:58 Advice John would give to the younger John

28:13 Action Item