Talking Point: The Disney Institute Blog

Everything Speaks

March 26, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

Last week on Twitter, @ianjprobert reiterated a foundational service principle at Disney:
“The importance of the guest experience can be summed up in two words: everything speaks."

The thought behind the quote is simple, service is manifested everywhere your organization touches the customer. Those touch points might include the cleanliness of your storefront, the friendliness of your staff, even the smell your customer associates with your organization will affect their perception of your brand.

So, how do you make sure each touch point is inherent of the level of service you wish to provide?

• Understand that exceptional service requires meticulous planning
• Develop a map indicating each customer touch point
• Organize your people and infrastructure to support your design

What seemingly small details (or touch points) make a difference to you as a customer? What did those details convey about the organization?

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 Excellent Customer Service, Customer Loyalty, Effective Management, Customer Service Training, Customer Service Techniques, Customer Experience Improvement, Quality Service, Bruce Jones | 1 Comments

1 Responses to Everything Speaks

  • Mike says:

    on March 26, 2013

    Love it. So simple yet missed so often by businesses. Not sure, tough, I agree that exceptional service requires meticulous planning. Maybe from a managerial perspective...in the Big Picture but I've received and would like to think that I've delivered exceptional service that required no planning whatsoever. Maybe you mean, 'exceptional IMAGE requires meticulous planning'.

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