"What separates [[Disney]] from all the other wannabes in the experience economy, or in the service economy too, is not [[Disney]]’s unique knowledge about what customers want. **It is [[Disney]]’s consistency in the day-to-day execution of universally shared values and commonly desired behaviors**. Like [[Pete Sampras]], one of the greatest male tennis players of all time, **[[Disney]] does all the same things everyone else in their field does, but [[Disney]] does them more consistently**, especially under pressure and over a longer period of time—the qualities that separate champions from the rest of the pack." --- **Tags** -- [[quotes]], [[consistency]], [[organisational-culture]], [[organisational-values]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]