Wowing customers, the Disney way
If you’ve ever been to Disneyland or Walt Disney World Resort, you know that experience is second to none. You’re a “guest” in every sense of the word — and that’s by design.
Disney’s exceptional level of service has earned praise from thought leaders in virtually every industry because they know how to take it to the next level. What can you learn from the global entertainment giant behind the “happiest place on earth”? Here are a few important takeaways:
A curated experience wins the day. As part of its business model, Disney promises a personalized experience at its theme parks — and it delivers. The result is that guests truly feel like they’re special and part of a larger community of Disney fans. It is the Age of the Consumer, after all, so the most successful companies know how to make their product or service feel like it was made for them. Most people have never had a bad customer service experience or encountered a grumpy employee at a Disney theme park. That’s because Disney understands that the hiring and training stage is absolutely critical to producing a superior customer service experience. They don’t skimp in those two areas.
Lean on the power of technology. Some companies have technology integrated and embedded into their product or service. For instance, Disney created an online platform through which customers can do everything from upgrade their tickets to purchase photos taken at the theme parks. Disney apps make it even easier to have a great experience at one of its theme parks. The lesson here? Websites and apps can enhance and strengthen the customer experience, when done right.
Culture is king. Disney is known as a family-friendly entertainment brand and destination and everything stems from that ethos. Culture really starts from within and infiltrates into every customer interaction. That said, it’s necessary to take a step back and consider why you do what you do and how your customers benefit. The “why” can prove to be a powerful narrative that you can leverage to deepen the connection between your company and its customers.