Stories by Doug Usher, Purple Insights

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When Is the 3 p.m. Parade?: The Trick Question That’s Key to Great PR Polling

October 31st, 2016 by

At Disney’s theme parks, its “cast members” focus on uncovering and delivering on what the customer wants—not just on what the customer asks. Disney staff are taught to identify and respond to the underlying concerns—to build a strategy for success, not just answer a question and leave the room.