Walt Disney learned early in his career that no one can be yelled at by a supervisor in the back room and then walk through the front door with a big smile and greet a guest. This simple insight serves as the foundation for much of Disney's success at making people feel special--both guests and employees (or "cast members," as they are commonly referred to at Disney). In every aspect of its business--financial, customer service, quality and innovation, management and employee ...

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