This episode of Creating Disney Magic was recorded live at the Nashville airport. After 3 presentations in Nashville, we were waiting at the Nashville airport and took the time to record. You will like the fun, conversational feel of this episode. While we recorded, we sat on the shoe shine bench. Sitting up there talking into microphones attracted plenty of attention for people as they passed by. While in Nashville, we stayed at the new TRU hotel by Hilton. Our hotel sparked the conversation for this episode.  This hotel is not what you expect. Hilton is stepping out and creating a hotel with a unique environment by shifting the focus of the hotel from the rooms to the lobby. Usually, you get a hotel with a big fancy room. This is what you have come to expect. How can you take what people expect in your industry and rethink it? Hilton reworked the lobby to be a gathering place. With this, they are keeping out in front of patterns and needs of customers. Consider what you can do to serve customers differently, uniquely, and in ways that serve customers better. The world is changing fast and you have to pay attention to how you can keep ahead rather than trying to catch up later. If you want to exceed expectations through innovation you need to take what people expect and do it differently. Be curious. Look at what the competition is doing.

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