Creating a Customer Experience Model

"The only thing that's going to matter are the people, nothing else." Notable Moments [01:49] Listener question on revamping a customer experience model [02:53] Leadership’s role in defining and upholding standards [04:09] Why service must be intentional and modeled from the top [05:59] Why customer complaints are almost never about the product [08:38] The origin of Lee’s storytelling-based training model [10:30] How scripting experiences leads to consistency and excellence Lee Cockerell, former Executive VP of Walt Disney World, answers a listener question about revamping a customer experience model for a large organization. Drawing from his experiences at Marriott and Disney, he shares practical advice on leadership, training, service standards, and using storytelling as a tool to create consistent, memorable guest experiences. Read my blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

"Get to the point. Would you recommend us? Why? That's all you need." Notable Moments [02:20] The listener's question about improving customer surveys. [03:56] The two key survey questions Disney uses. [05:37] Challenges with long, complicated surveys. [06:51] Real-time survey suggestion for immediate feedback. [09:36] Simplifying surveys to essential points. In this episode, Lee Cockerell addresses a listener's question about improving customer surveys, emphasizing simplicity and directness. Lee shares practical advice from his Disney experience, advocating for two straightforward questions to effectively gauge satisfaction and areas for improvement. By focusing on core feedback organizations can dramatically enhance the quality and usefulness of responses. The core feedback is as simple as asking would customers return and would they recommend the experience. Lee highlights the importance of brevity and personal engagement to gain meaningful insights from surveys. Read Lee’s blog for more from this episode. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

“Take the chance to have as many experiences as you can. They really are educational—it’s like going to school.” Notable Moments [00:01:33] Reflections on opening Disneyland Paris [00:03:02] Why young professionals should embrace global experiences [00:06:00] The long list of cities Lee lived and worked in [00:08:36] On not letting comfort or homeownership prevent career moves [00:10:43] Why Orlando became the family hub (and how the "stuff" piles up!) Retired Executive VP of Walt Disney World, Lee Cockerell, shares personal stories and lessons from a career marked by saying “yes” to big opportunities, including when it meant moving cross-country (or across the world). He reflects on the launch of Disneyland Paris, how moving shaped his family, and why young professionals should pursue new experiences early and often. This candid conversation offers timeless wisdom about growth, change, and choosing adventure over comfort. Read the blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.

“Life is about service. When you help people, they don’t forget.” Notable Moments 00:50 – Staying grounded when your title changes 02:29 – Why relevance is fleeting and what matters more 03:55 – The power of knowing people’s names and stories 05:59 – Fame is short; service is lasting 08:10 – People remember how you helped, not your title 11:30 – Traits of a leader who earns lasting respect 14:33 – Upcoming October Mastermind event info In this episode, Lee Cockerell explores what it means to stay relevant as a leader and why lasting influence comes from service, not titles. With personal stories and wisdom from decades in leadership, Lee offers a heartfelt reminder: it’s not about being the star, it’s about being someone others can count on. If you want to create a lasting legacy, start with humility, consistency, and helping others grow. Read my blog for more from this episode.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

"Don’t be afraid of tough questions. They bring out the last 20% of truth that everyone needs to hear." Notable Moments 00:01:24  The importance of answering any question 00:03:14  Why tough questions build trust 00:07:00  How to tackle big problems as a team 00:10:21  Roundtables over rectangular tables 00:13:02  Living your values in real time Lee Cockerell, retired Disney executive and leadership expert, shares why leaders must welcome hard questions and answer them truthfully. He recounts a leadership session where every question was fair game and explains how this builds trust and unlocks the last 20% of truth people usually withhold. He discusses practical ways to create psychological safety, handle big issues like AI, and why getting everyone in the same room beats endless meetings. Lee reminds leaders to know what they stand for. After all, your reputation depends on it. Read the blog for more from this episode on answering the hard questions.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

“You’re either going to deal with it now or deal with it later. That’s how time works.” Have you ever noticed how easily we get used to things that aren’t working the way they should? It happens at home, like my garage door that only works if I hold the button, and even more often at work. Fixing what’s broken, no matter how small, sends a message. It reinforces standards, builds morale, and improves the guest and employee experience. You don’t need to do it all at once, but you do need to start noticing again. Read my blog for more from this episode on why you don't want to get accustomed to average.  Notable Moments: [00:03:30] — "It’s amazing what we get used to and think is okay"  [00:06:00] — How we set emotional priorities [00:07:40] — Importance of walking the floor and modeling high standards at work [00:13:00] — The small details that matter [00:15:38] — Creating habits by giving teams clarity and preparation Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

"Nobody knows you have low self-confidence but you. And chances are, most people in the room feel the same way." Notable Moments 02:19 – Advice on breaking free from negative environments 04:16 – Why moving to a new city helps build self-confidence 07:46 – Choosing to return home vs. never leaving 08:54 – How to grow confidence without leaving your environment 10:21 – Becoming an expert to grow credibility and demand 11:26 – Track your wins and evidence of progress 12:09 – Morning Magic Planner and the power of daily focus Lee Cockerell dives into the real root of self-confidence: action. Lee shares personal stories from his early years in Oklahoma and explains how moving away and changing your environment can unlock new levels of self-worth. They explore how expertise builds confidence, the impact of negative feedback from family, and how to get unstuck when you can’t leave. This episode is full of practical and motivational advice to help you build confidence and take ownership of your life. Read Lee's blog for more details from this episode on building self confidence.  Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

“You are the problem… or you can be the solution. Manage yourself first.” Lee Cockerell answers a listener’s two-part question on handling emotions in the workplace and at home. He shares strategies to stay calm, cool, and collected, even when tempers rise. Lee emphasizes the importance of managing yourself first, creating psychological safety, and learning to anticipate your emotional triggers. From family squabbles to workplace frustrations, Lee offers personal stories, practical advice, and simple tactics to become a steadier, more trustworthy leader. Read the blog for more on managing emotions in the workplace and at home.  Notable Moments [00:00:42] – How to “park” emotions when tensions rise [00:02:37] – What to do when you know you tend to overreact [00:05:54] – The value of stepping away to regain composure [00:08:09] – The importance of creating psychological safety [00:10:36] – How to keep emotions at home from following you to work [00:14:43] – Managing yourself is a full-time job Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

“If you don’t ask, you don’t get. It’s that simple.” Notable Moments 02:28 – Why you should be asking for what you want 03:36 – The origin of Jody and Lee’s working relationship 04:54 – Why most people don’t ask and how it limits them 06:22 – A story about a student who asked Lee just to be known 07:58 – How to ask without seeming selfish or overreaching 09:36 – Introducing yourself to company leaders 11:52 – Don’t say no for someone else. Ask and let them decide 13:19 – Challenge: Ask for something big and tell us what happens One of the simplest yet most overlooked success strategies: asking for what you want. From professional promotions to meaningful connections, Lee Cockerell explains how powerful it can be to speak up and ask. Whether you’re early in your career or a seasoned leader, this episode will challenge you to be more intentional and courageous in pursuing opportunity. Read the blog for more on how people miss out on great opportunities simply because they don’t speak up.   Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.  

"What helped me the most was, leaving home and going out on my own and getting experiences." Jumping into the unknown is rarely comfortable, but it’s where true growth happens. Stepping outside our comfort zone reshapes our perspective and how we lead, work, and live. That is true whether it’s traveling to a foreign land or saying yes to an intimidating opportunity. After hearing Jody share his whitewater rafting adventure in Chile, it struck me how bravery really is progressive. Every time I took a leap in my own career, the fear was real. Moving countries, taking new positions, even getting fired at one point. But with each jump, I came back stronger, wiser, and more confident in my ability to handle whatever came next. It’s amazing how we talk ourselves out of risk because of fear of not knowing or the fear of what others might think. But most people are too busy worrying about their own lives to be focused on ours. Experience is the best teacher. You can read about whitewater rafting all you want, but nothing compares to being pulled under and coming out the other side. Setbacks like getting passed over for a promotion, or losing a job, often become stepping stones to something even better. The more we say yes, the easier it gets. Don’t be afraid to trust yourself, and surround yourself with people who support and inspire you. Remember, courage and leadership don’t appear all at once. They grow with every brave choice you make. The key is to take that first leap. You never know where it might lead. Resources The Cockerell Academy About Lee Cockerell Mainstreet Leader Jody Maberry Travel Guidance Magical Vacation Planners are my preferred travel advisors. Reach out to have them help plan your next vacation. You can reach them at 407-442-2694.