Maybe you are one of those who have experienced a magical moment of service, when things go wrong, but the recovery takes the disappointed customer and makes them a raging fan. Few places on earth do it better than Disney and we get to hear from a great expert on why it is such a magic kingdom! David Zanolla is an Instructor and Senior Associate Faculty member in the Department of Communication at Western Illinois University. In the spring of 2010, David offered a special topics course featuring the Walt Disney World theme parks in Orlando, Florida.

It is fun to "talk culture" and to apply great principles to your team and company environment! Let's talk about a little magic on this issue of the Leadership Lowdown!