Talking Point: The Disney Institute Blog

Building Customer Relationships to Strengthen Loyalty

April 30, 2013 by Jeff James, Vice President & General Manager, Disney Institute

At Disney, one way we work to differentiate our brand is by paying fanatical attention to detail — doing the little things extremely well. These seemingly small details are the foundation for long-term relationships between our Guests and Cast Members and are, according to thousands of letters we receive from our Guests, what distinguishes Disney from our competitors.
Begin to strengthen your customers’ loyalty to your brand by understanding that relationships are built when:

  • Customers want to associate with your employees (ask yourself what behaviors might encourage this interaction)
  • Employees seek out opportunities for interaction
  • Each employee interaction is positive and customer focused

Interested in learning more about Disney’s approach to customer loyalty? Join @DisneyInstitute on Twitter tomorrow, May 1, at noon ET as Disney Institute facilitator and brand loyalty expert, Nicole Lauria, joins us for an insightful Q&A around topics such as the one discussed in today’s post. Leave your brand loyalty questions for Nicole in the comments below!

For an example of a past Twitter chat, check out this Storify.

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 Business Excellence | Tagged Customer Loyalty, Customer Retention, Building Customer Relationships, Jeff James

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