When it comes to the customer service experience, why simply meet expectations when you can exceed them?
At Disney, we call this the “wow factor." There is one thing that every guest brings with them when they visit Disney Parks and Resorts, very high expectations. Tom Peters, co-author of the best-selling book In Search of Excellence
, once said, “wowing guests means not only meeting preconceived notions of what a Disney vacation or film or toy should be, but exceeding them.”
Many companies wow their customers on occasion, but at Disney, exceeding guests’ expectations is the standard call of duty. From the restaurant hostess that is willing to leave her post to guide you to your destination to the cashier who takes the time to recommend a free boat ride back to your hotel and offers a map to the dock, you can see the standard in action each and every day.
If you are unsure how to begin calculating your wow factor, start adding up the little wows, even if they seem fairly insignificant. If those little wows are delivered consistently and continuously, they add up to a big wow.