As you know if you've been following my Twitter stream, or checking Zen in the last couple of months, last week, I attended the Legal Marketing Association's Annual Conference in Orlando.

Tuesday morning, the conference business sessions officially kicked off with our keynote from Jeff Williford from the Disney Institute, who talked about Disney's Approach to Business Excellence. When he began by telling us that he'd be speaking for 90 minutes, I think the audience was worried, but the presentation was so engaging and informative that the time really flew. And although his presentation was about how Disney creates a truly magical experience here, there were a lot of parallels for the legal industry - we're also a service industry after all! Any of the particularly important points that relate to law firms will be in bold throughout the post.