Greetings on Fat Tuesday. That’s the literal translation of “Mardi Gras.” Today caps the celebrations in New Orleans, the final day of revelry before Lent begins on Ash Wednesday.
At midnight tonight the bars close and the police will clear out the French Quarter. Another year of Mardi Gras will be in the books.
The colors in my trilogy are a direct reference to the official colors of Mardi Gras. The three colors were selected in 1892. Purple  stands for justice, Green for faith, and Gold for power.


Disney offers its best customers a little extra magic

On designated days, one of the Walt Disney World theme parks opens an hour early and two hours later. These times are called Disney’s extra magic hours. The added golden goldfish is for Disney Resort guests only.

Extra Magic Hours with Disney Characters
Extra Magic Hours with Disney Characters

Here’s a park guest interacting with Disney characters during an extra magic hour >>>

These resort guests are Disney’s best customers. They spend all their time on the property. Not only do they spend considerably more, but they stay longer and come back more often. The extra magic hours is just one of a handful of extra Disney benefits of staying on property:

  1. Skip the hassle of baggage claim! Resort Guests enjoy complimentary transportation for them and their bags between Orlando International Airport and the Disney Resort hotels, then back again at the end of their vacation.
  2. Stay close to the action. Resort guests can leverage complimentary transportation like monorails, ferryboats and motorcoaches.  As well as complimentary Theme Park parking for guests who are driving.
  3. Many shopping purchases can be delivered straight to the guests Disney Resort hotel so that you don’t miss a minute of fun!
  4. Guests have the option of having meals and snacks included with their vacation package.
  5. A variety of hotel options with extras. Hotels where you can splash down a pool slide to hotels where you can watch a movie under the stars…even hotels with Disney Character Dining.

TAKEAWAY: Disney says these little extras help guests stay close to the “heart of the magic.” How can you create special touches like Disney does? How are you making the experience memorable for your best customers? What’s Your Golden Goldfish?


I’ll be making stops this month in Atlanta, Chicago and San Diego.
March 6 – NC State / Alpha Kappa Psi (Raleigh)
March 9 / 10 – MENG Board Meeting (Chicago)
March 12 – FENG (Raleigh)
March 18 to 20 – Next Gen CX Conference (San Diego)
March 19 – MENG San Diego Keynote (La Jolla)
March 27 – TECNA CEO Retreat (Durham)
One event I’m looking forward to is Next Gen Customer Experience in San Diego. Launched in 2011, Next Gen brings together senior level customer experience executives across all industries to discuss the latest CX strategies across all channels and touch points. I’ll be moderating a panel on NPS on 3/20 at the event.

B2B Examples

Without exception, every time I speak about the Purple Goldfish I’m asked, “So – what if I work in B2B. How does it translate?”
The same principles apply. Here is a slideshare with some of the best B2B examples:
Today’s Lagniappe (a little something extra thrown in for good measure) – Here’s a fun recap of the Oscars. Straight from the Triangle, it’s from the same folks who brought you “My Christmas Jammies“:

Oscars with the Holderness Family - #dayaftervideo
Oscars with the Holderness Family – #dayaftervideo