Talking Point: The Disney Institute Blog

Advancing Your Customer Experience

February 10, 2015 by Bruce Jones, Senior Programming Director, Disney Institute

According to a 2014 survey by Harvard Business Review, a growing majority of executives believe that providing a better customer experience should result in a competitive advantage for their companies. Yet, while nearly half said focusing on customer experience must be a strategic priority, the vast majority struggle to tie customer experience investments to business outcomes.

So, the big question to ask is: How can we make customer experience a strategic priority that is clearly tied to business outcomes and sustained success? 

In interviews with experts and executives charged with fortifying customer experiences, Harvard Business Review Analytic Services found answers to this question and have developed an intriguing, new report titled: Advancing the Customer Experience.

Sponsored by Disney Institute, this free, downloadable report offers guidelines for how companies can begin to apply strategic rigor to their customer experience efforts and deliver business value. It also offers insights into how some of the world’s top companies are using key metrics such as reduced customer churn rate (i.e. brand loyalty) to measure the success of their customer experience investments.

If you have the opportunity, I highly recommend downloading this free report to examine the results. Then, weigh in with your own perspective below.

What metrics does your organization use to gauge the success of your customer experience efforts?

Or, for more on the topic of customer experience, check out these recent posts: 

We would love to hear from you!
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Disney Institute uses business insights and time-tested examples from Disney parks and resorts worldwide to provide relevant illustrations and engaging stories that help you deliver the type of long-term results your organization is capable of delivering. Ultimately, Disney Institute can help you operationalize and sustain business results through leadership, culture, service and more. Explore our solutions for a team or an organizational initiative by visiting Our Approach page. To learn more about options available for an individual, please explore our Scheduled Courses.

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 Service, Customer Service, Customer Experience, Brand, Brand Loyalty, Customer Loyalty, Harvard Business Review, HBR, Bruce Jones

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