Talking Point: The Disney Institute Blog

3 Lessons in Creating a Magical Customer Experience

May 30, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

Walt Disney had a vision to create a place where adults and children could have fun together — to create happiness. Realizing Walt’s vision takes a fanatical approach to the customer experience.  

In a recent Fast Company article, the author wrote about her service experience at the Walt Disney World© theme parks, noting seven reasons that her service experience was magical. Each observation is rooted in one of, what Disney refers to as, the four keys — company-wide service basics for providing an outstanding customer experience. Safety, courtesy, show, and efficiency (in that order) guide the Disney service culture, each with actionable lessons for providing outstanding service experiences.

The author noted: “I watched a child go from happy with popcorn to sad when it spilled back to happy again when two Disney employees swooped in--one to clean up the spilled popcorn and the other offering to get the child a refill. All within a matter of two minutes.”  

The Cast Members who assisted this Guest displayed an understanding of several of Disney’s four keys:  

  • The Guest may have thought all was lost once the popcorn had spilled. Replacing the snack free of charge demonstrates the importance Walt’s vision to create happiness.
  • The Cast Member sweeping up the spilled popcorn understands the importance of keeping areas clean and well maintained for our Guests. Leaving popcorn on the ground would distract other Guests from enjoying the show.
  • Guests have a lot on their plate — the value of replacing the popcorn is lost if not done in a timely manner.

Think about your most memorable service experiences — what was it about that experience that made it stand out from the rest? Tell us your story in the comments below.


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, Corporate Culture, Corporate Training, Customer Service Training, Customer Service Techniques, Customer Experience Improvement

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