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Design Details Make the Story

Walt Disney had the idea that Guests could feel perfection. A story from Disney “design guru” Imagineer John Hench describes it well: I once complained to Walt about the construction of some new...

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Exceeding Guest Expectations Has a Unique Starting Point

There are 2 steps you must take in order to exceed your Guest’s Expectations. First, you have to meet their expectations. What you add from there will create experiences that are memorable. That’s the...

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