The Haunted Mansion is one of Walt Disney Parks & Resorts signature attractions. When it first opened in Disneyland in 1969, it quickly became a fan favorite and has since been replicated in every Disney theme park worldwide. Its enduring popularity over four decades around the world is a testament to some of our best practices.
So what is it about this particular attraction that keeps guests coming back year after year? Hint: It’s not just the spooky special effects. The cast members who work the attraction, the mansion’s caretakers, are an equal draw. They gloomily welcome guests to proceed to the “dead” center of the room and eerily deliver the necessary attraction boarding procedures. In short, the cast members become an integral part of the guest experience.
Now think about your business. Do customers come because of the product/service AND the people? If the answer is no, what can you do to better integrate your employees into the customer experience?