The Ten Commandments Of Great Customer Services: Disney Theme Parks

Walt and Van were known to be visionaries, always reaching for what seemed to be unattainable goals in guest experience. Perfection to them is every guest feeling that they are in “The Happiest Place on Earth” and enjoying the best show they have experienced. They were in fact able to reach these goals because they listened to feedback from everyone. These dedicated leaders especially took the time to hear from the people who knew Disneyland better than anyone, the employees that worked there every day. Walt and Van would solicit the feedback from all employees, not

Calaway Park’s main statement that regulates to all employees is “Your Smile Is Our Mission…We achieve this by having our Guest join our family in a worry-free adventure into fun and entertainment, where everyone can be a kid and kids of all ages are treated as friends”. This statement is important to the company because it keeps the company focused on what kinds of customers to attract and promises them on what kinds of excitement they will get out of every visit. Calaway Park had 4 different Standards of Service, Safety, Courtesy, Experience and Efficiency. Each standard connects to one another, and they all play an important role to making a guest’ experience at the park memorable. Safety would be the number one important service that affects

This case is regarding a financial dispute between husband and wife, Nadine and Bill. Nadine and Bill planned a vacation to Disney World for them and their four kids. After two years of planning, they finally had enough money to cover a vacations expenses. Due to a miscommunication, their vacation cost them $150 extra in expenses, in which they have no idea how they are going to cover it. As a result, of this unexpected financial burden, Nadine and Bill become anger at one another. Their oldest daughter Gail tries to help the situation, but becomes angry due to her parents always putting down one another. Consequently, her younger sister is in the bathroom and Gail takes her anger, due to her parents, out on her sister for

1.Which authors discuss Disney parks as conveying a “movie” or cinematic experience? What aspects of the parks do they discuss for making their argument? How is this movie-like experience expressed in park elements?

There is a 20 year gap between when the primary research was performed and when the article was first published. The author’s analysis is largely drawn from his own experience of working in Disneyland in late 1960’s and from informal interviews with ride-operators who worked in Disneyland during his time. Although the article is quite informative, its immense popularity could stem from the fact that the author is an influential professor of management at MIT. The article has been widely cited and is considered a classic case study in the study of management.

Customer service is always important for companies to increase their sales and it can be divided into before and after sales. In general, understanding information about the product is the first step to know customer service information. So using big data to improve customer experience and business performance is particularly important at Walt Disney Studios. Today, as the entertainment market is becoming saturated, telecommunications service providers understand that winning customers requires positive customer experience. Customer experience and customer loyalty are closely related. In order to improve customer experience, the service provider must first be able to effectively measure the customer experience. Finally, they need to

The lifecycle of Disney begins with a great story. The story of Disney itself is filled with characters, costumes, and lessons. Disney is known to usually start as a movie and eventually becomes books, merchandise, sequels, TV shows, and of course theme park rides. The fantasy world itself and what the theme parks offer is what specifically catches the visitor’s attention to want to come back again. Throughout all of Disney advertisements regarding their parks, they display happy children, words that imply Disney will change your life, and any more inspiring, encouraging words which lead children to think that they must go to the place where their dreams come true. They find a need to feel a

The Walt Disney Company that once started as a simple cartoon studio has developed into a diverse family entertainment brand that promises and delivers a magical, fun experience to consumers, across a variety of platforms. The introduction of Disney parks in 1955 marked their first major shift towards multiplicity and allowed the brand to inject the storytelling and enchantment that lived on screen directly into the lives of their consumers. The business now comprises of broadcasting networks, animation and motion studios, publishing, toys, apparel, software, cruises, resorts and theme parks, that appeal to several target market segments. Their commitment to satisfying the

The Walt Disney Company, has since become an empire, and from the help of Michael Eisner during the Disney decade, a brand that cannot be easily avoided. Its presence has sprung up world-wide with no indication of slowing. The parks have transformed into a vernacular that can set up shop in any international environment. Unlike the buildings we commonly design today, Disneyland’s have little regard to their context with a plain and simple desire to colonise for consumerism. Its average set-up remains American at heart, staying true to the values that Walt enforced within the appropriate setting. Yet, immigrant theme parks are erected

Disney has maintained a comfortable and lasting position. They maintain a link between cast members and guests so not to compromise on brand reputation customer satisfaction. This principle of integration has helped Disney to maintain its brand image apart from its competitors and consequently gaining the brand loyalty which is a reciprocal process. Finally they convert their guests into friends and eventually friends into families. It has been years since Disney is trying to create and sustain lifelong relationships to produce strong business results.

Before going into the background of the Walt Disney Company and its theme parks, it is necessary to define some terms that are used throughout the paper. These terms are defined as the researcher understands them as a former cast member of the Walt Disney Company. The first term that needs to be defined is “guest”. Instead of calling people who visit their theme parks customers, the Walt Disney Company refers to visitors of their theme parks as guests. This is to keep up with the show and the storytelling of the company since Disney is inviting visitors into their home as their guests. The second term is “cast member”. Instead of calling their employees, employees, Disney refers to their employees as cast members. Since

The Disney Company is an empire, branching off into many different aspects of our society. One of those aspects is vacation destinations, or more specifically, Disney’s theme park. Eight out of eleven of Disney’s parks are among the most visited vacation destinations in the world. When developing his parks, Walt Disney wanted people to feel as if they were placed right in the middle of their favorite story, a goal that has very much been obtained. From honeymoons to family vacations, Disney parks have an undeniable charm to them that keep the public coming back (Knight 2014).

This image has been developed and built throughout decades. While they have been developing this brand they have also been given the title of being ethical and having outstanding values. Disney has created a family-oriented atmosphere that parents have come to appreciate since the company was established. Becoming a diversified company throughout the years would be Walt Disney’s second strength. Since the beginning, Disney was the largest media and entertainment company in the world. Some of the most popular products and services Disney owns is Star Wars, Marvel, and even ESPN. When a company is capable to spread its line of work like Walt Disney has, there is an unlimited space for success. However, with these strengths comes weaknesses as well. For instance, even though Disney has took over the ESPN network there have been nearly eight million people unsubscribe. This has nothing to do with the fact that Disney owns it, but because people are turning to internet for streaming sport functions. Unfortunately, under this circumstance Disney is still affected dramatically. A second weakness would be how unpredictable customers are. Since Disney solely exists because of their customers they must adapt to changes in tastes and preferences. Not only this, but being in the entertainment industry Disney customers expect to see new movies and attractions. To be in this industry it is difficult to constantly be

Have you ever experienced a walk down Main Street U.S.A in the Magic Kingdom and thought to yourself, I wonder how such a big place keeps the magic alive every single day? Well, this thought led to the discovery of exciting career opportunities, from management to the presidency of a theme park. The theme park industry is an ever-growing business. Theme parks must constantly strive to keep current guests interested in returning while attracting new guests at the same time. This means both more opportunities and more competitiveness for jobs. This type of career is one that has grown over time with loyalty and dedication to your job and company. Many companies prefer to promote people from inside the company rather than bringing in outsiders. There are over 400 theme parks and attractions in the US alone and altogether they attract 300 million people annually (Walker, 2014, p. 252) In 2014, there were over 600,000 jobs for year-round and seasonal employees and the prospective outlook continues to grow every year (Walker, 2014, p. 263) The working hours usually extend past regular business hours, including weekends and holidays. Those long hours are put into numerous places, but a majority of them involve guest satisfaction and retention; which has become easier over the years with the internet and use of social media becoming a necessity in our daily lives (Clavé, 2007, p. 417). The purpose of this career plan research paper is to explore a career in the theme park

Disney strives to include and attract individuals who reflect the diverse world in which we live. Seeking to ensure that the workplace is inclusive and provides the opportunity for all of us to contribute and develop to their full potential.