The document summarizes an interview with Alan Bergstrom, a brand consultant who attended the Disney Institute's program on quality service. Bergstrom was interested in learning Disney's tools for delivering compelling brand and customer experiences. He identified three key lessons from the program: 1) Happy employees make for happy customers, 2) Engaging customer emotions is important for great experiences, and 3) Formalizing a quality service approach creates an excellence culture, though it requires conscious effort to embed in an organization's culture.