
Not Here to Play Small
The Vanilla Is On Purpose
<p>The vanilla you smell on Main Street at Disney is being pumped into the air on purpose. So is the music that never finishes a song, and the trash can placed every thirty steps. None of that is customer service. All of it is design, and it was decided years before you ever walked through the gate.</p><p>In this episode I break down what Disney, Ritz-Carlton, Apple, Nordstrom, Trader Joe's, and Costco actually built underneath the surface, and why being genuinely good to the people you serve has become one of the rarest advantages in business. Then...

