“The reason we recognize employees is to reinforce behavior. That's what recognition does. It's like saying, 'This is a behavior we value. You did an amazing job'.”
Ex. VP of the Magic Kingdom, Disney, Executive Coach
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Dan Cockerell, previously Vice President of The Magic Kingdom, has spent 26 years working for Disney, culminating in responsibility for an unbelievable 12 000 employees and 20 million guests, and is now a highly sought-after entrepreneur and leadership coach.
"Building mastery in any frontline skill—customer communication, problem-solving, complaint handling, and so on—takes
time. It takes multiple coaching touches, repeated practice sessions, and consistent reinforcement. "
Customer Experience Manager,
A1 Air Conditioning & Heating