Honoring Heritage Doesn't Mean Staying The Same

"What seems insignificant to you may carry tremendous meaning for your customer."

Episode Chapters

[00:01:27] Honoring Heritage Without Staying the Same

[00:03:54] Protecting What Customers Value

[00:06:23] Knowing When to Reverse a Change

[00:08:18] Moving Beyond Resistance to New Ideas

[00:11:01] Adapting Without Losing Your Purpose

Change is necessary for any organization that wants to remain relevant, but moving forward does not mean abandoning what people already value. Lee Cockerell, retired Executive Vice President of Walt Disney World, how leaders can balance heritage with changing customer expectations. From hotel amenities and technology to beloved Disney experiences, they explore why leaders need to understand the emotional connections customers have with a brand. Lee also explains the importance of listening, researching major changes, communicating the reasoning behind decisions, and being willing to change course when something does not work.

Read my blog for more from this episode. 

Resources

CockerellStore.com

The Cockerell Academy

About Lee Cockerell

Mainstreet Leader

Jody Maberry

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