Its All About The Data

For anyone who knows me, I’m the Disney Guy. However, the reason I’m such a big fan is not necessarily rooted in my love for all things Mickey Mouse. I’m a big fan of the innovation and customer service that flows through all things Disney. It’s how I wish all organizations could operate and more so how HR needs to operate going forward.
Walt Disney was a pioneer in many areas. From his innovation in animation to his creation of the modern day theme park, Walt Disney exemplified the best of what can be done. It’s this spirit that still lives on in his parks, movies and attractions that inspires me from a work perspective. What keeps me shelling out dollar after dollar is the Disney commitment to customer service. By far, the most consistent and best service I will go back for again and again.
Now, take this commentary and juxtapose it against your HR Department, or any HR Department you’ve dealt with in your career. Does this conjure up images of happiness, or are they more reminiscent of your last visit to the DMV? My guess is it’s the latter. And that’s the problem. We are moving into a time where employees expect everything to be an “Experience.”
In the HR Perfect Storm organizations are asking more of their HR Departments than ever before, yet now they have to deliver an “Experience?” What’s a department to do???? Continuing to operate as they have in the past will not continue to work moving forward. Look for inspiration where it makes sense, someone who lives and breathes this stuff; Disney. Heck they even have a Disney Institute that will help organizations learn from the master himself.
Let’s focus on Innovation and Customer Service for now. Just this week there was an article in the LA Times “Disneyland is tracking guests and generating big profits doing it.” Now, given the latest concerns in the news regarding Facebook, Google and privacy this might be a bad thing. However, as described in the article, this “tracking” is happening in the realm of a metaphoric “snow globe,” or alternate reality in the parks.
Get to the point Brent! Data, its all about the data! Customers are willingly wearing “Magic Bands” and providing Disney with tons of data through their movements with the bands and usage of their smartphone app – whether to get a fast pass, order a meal or reserve their tickets. Every data point is being gathered to create “Magical Experiences!” Could you imagine if your HR Department was able to do the same thing? Just consider this, would any of the interactions through systems or meetings yield the data about the employees in your organization to the degree Disney knows my favorite character, food or if I’m going to head to Space Mountain?
We have to start thinking more like Imagineers in the HR Departments and less like “HR Professionals.” The employees will be as demanding as families on their Disney Vacations. It may not happen right now, but the expectations are growing for organizations to consider the technology experience and data strategies that could enable a “Disney” like approach to providing employees a frictionless, yet innovative approach to HR.