Don’t just take our word for it. Disney Institute has chronicled a range of case studies - true stories about groups like yours.

After recognizing organizational deficits, each applied the knowledge and experience gleaned at Disney Institute to make a major impact on their business. Select a story that intrigues you most, enter your contact information, and we’ll provide you the complete case study.

Parker Hannifin
Parker Hannifin Works to Improve Customer Experiences - <PDF File>

With the aid of custom-designed Disney programs and presentations, international manufacturer Parker Hannifin instituted a company-wide customer experience initiative (I am Parker) that is producing measurable improvements in the customer experience.

2010 FIFA World Cup
Disney Institute Customer Service Training Helps 15,000 South African Workers Prepare for World Cup Visitors - <PDF File>

In an effort to boost customer service prior to the 2010 FIFA World Cup South Africa, the Federated Hospitality Association of Southern Africa (FEDHASA) retained Disney Institute to deliver hospitality training to approximately 15,000 of the country’s front-line service workers.

The training, which was delivered across nine provinces over 34 days, focused on Disney best practices as they relate to quality service, leadership and people management. The programs for front-line workers focused primarily on delivering great service; a series of train-the-trainer sessions also included the leadership and people management content.

Webster Bank
Webster Bank Improves Employee Engagement by Focusing on Ways Employees Can Succeed in Their Jobs - <PDF File>

For Jeff Brown, the moment of truth came when he looked at the way his business was communicating with current and prospective employees.

Like many other well-respected organizations, "We were telling them 50 ways they could get fired, but we weren't telling them how they could succeed or why they should care," says Brown, chief administrative officer of Webster Financial Corporation and Webster Bank, one of the nations leading regional commercial banks with more than $17 billion in assets. "You can’t expect great customer service from people who arent engaged."

Humana, Inc.
Reaching "Perfect Service" Goals - <PDF File>

Health insurance and health services provider Humana was challenged with a variety of customer and employee problems that were costing the company time and money. Executives turned to Disney Institute for guidance on how to make theirs a more customer-focused business that would also be a great place to work for the companys 25,000 associates. After the work with Disney Institute, Humana realized a $50 million savings thanks to improvements in customer service as well as reduced employee turnover rates.

Barton Memorial Hospital
Boosting Satisfaction Scores and Slashing Employee Turnover - <PDF File>

Californias Barton Memorial Hospital suffered from higher than average employee turnover, low to average patient satisfaction scores and the threat of a new competitor. Management enlisted Disney Institute to help create a new employee and customer service program to address these problems. After attending training seminars at the Walt Disney World Resort in Lake Buena Vista, Fla., and implementing a new company-wide employee and patient excellence program, the hospital reported a jump in both patient and staff satisfaction scores and enjoyed annual savings of more than $200,000 due to a drop in employee turnover.

Siemens Medical
Improving the Patient Experience - <PDF File>

Medical equipment manufacturer Siemens Healthcare enlisted the help of Disney Institute to assist in creating and presenting a three-day educational conference for a select group of clients. The conference helped Siemens Healthcare position itself as a manufacturer committed to helping its clients improve patient care while offering the latest in innovative medical equipment. The event was so well-received by Siemens Healthcare clients that its now held annually.