Talking Point: The Disney Institute Blog

Respect to all guests, including children

February 07, 2012 by Chi-Hsiang Yen, Public Relations Coordinator, Disney Institute

At Disney theme parks and resorts, we strive to exceed expectations for primary guests, but we also focus on what we like to call the “secondary guest.”  A secondary guest is someone who frequently interacts with or exerts influence over a product, but is not considered a core consumer. 
The secondary guest concept began with Walt Disney himself.  Walt developed Disneyland because he was tired of sitting on the sidelines watching his daughters have fun. He wanted a place that was fun for them and him. 
Who might be the secondary guest in your business? 

Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form

Posted in Quality Service | Tagged Guests, Quality Service | 1 Comments

1 Responses to Respect to all guests, including children

  • Donna says:

    on February 22, 2012

    We try to make every child that visits feel special. They can choose one trinket out of our treasure chest to keep. We also have coloring pages that they can color and return to be showcased in our "featured artist" frame. We don't see too many children in our office, but when we do, we make sure they are welcomed. Children matter!

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