Unfortunately, Olaf seemed to think the fire was pretty amazing, too, and was standing directly in front of it. “Whoa!” he said, watching the flames … - Walt Disney

Yesterday, when it was tomorrow, it was too exciting a day for me.” — Winnie the Pooh

profile take shape, which may cut across demographics, geographies, and other traditional marketing approaches. Stereotypes are those preconceived notions that every customer has of your business or industry. Guests come to Disney’s parks expecting the cast members to treat them a certain way. At the BMW dealership, customers will expect the technicians to treat them a certain way. As you identify guest stereotypes, you obtain valuable clues about their expectations. These clues help us fill in the features of the guest portrait. Finally, emotions are the feelings that customers experience throughout their contact with your organization. At Walt Disney World, guests are likely to have a wide range of emotions during their visit.

Mickey Mouse is, to me, a symbol of independence. He was a means to an end. He popped out of my mind onto a drawing pad 20 years ago on a train ride from Manhattan to Hollywood at a time when business fortunes of my brother Roy and myself were at lowest ebb and disaster seemed right around the corner. Born of necessity, the little fellow literally freed us of immediate worry. He provided the means for expanding our organization to its present dimensions and for extending the medium of cartoon animation toward new entertainment levels. He spelled production liberation for us.