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Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp

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  LESSON 2  Capture Hearts and Minds

It’s More Than Mickey Mouse and Donald Duck

A maxim of the movie industry is that “it takes a happy crew to produce a happy show.”1

—Van France

It is 1982. Dick Nunis, hoping to catch a quick cat nap, slumps into a chair at the back of the darkened room and closes his eyes. Exhausted and suffering from lack of sleep, he knows he has no option other than to press on. The five-minute run time of the video he just introduced to his audience will provide a much needed break. The grand opening of EPCOT Center, the $800 million expansion at Walt Disney World in Florida, is just around the corner, and he has much to do.

As president of the Outdoor Recreation Division for The Walt Disney Company, Dick is responsible ...

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