Walt Disney Customer Service Essay

No matter how old you are, when you go to Disney the inner child in you comes out. From the moment you walk into Disney until the moment you walk out you feel welcomed and special. There is one word that describes the Disney experience and that is that it is “magical”. Lee Cockerell writes of this “magic” from firsthand experience, as he was the Executive Vice President of Operations of Walt Disney World Resort for over ten years.

It’s no doubt that creating a family oriented theme park based on popular, beloved cartoon characters and imagination was a good idea. From Cinderella’s castle to the famous Main Street, U.S.A, there’s something extraordinary lying around every corner. Walt Disney World, other wise known as “the happiest place on earth”, or the place “where dreams come true”, was founded by a man with a dream of creating a place where children and parents could spend time together while making amazing memories. However, this extravagant amusement park is only one of the major accomplishments of Walt Disney.

The Walt Disney believes diversity helps to bring creativities, innovation, cost-effective and quality work within the company and achieve its goals. When the company’s product, entertainment, and, attraction put out of the market that meets the need of the diverse global costumers, fans, and viewers. The Walt Disney has uniquely reflected the diversity of the consumers, audiences, and fans through their products. The company has focused on diversity of “workforce, inclusion, and opportunities within the workplace, and leveraging global diversity to grow the company and engage diverse communities” (PDF)

Disneyland was Walt Disney’s dream of a theme park that would be, in his words, “The Happiest Place on Earth”. Walt understood too well that the people that were hired would need to be taught how to create that elusive atmosphere. He called on Van France to assist him in creating what has become a world renowned training program. This program taught their employees, or “cast members”, to achieve the ultimate result, a “good show”.

Disneyland is a huge organization which has about 20,000 direct Disney employees and 3,800 third-party employees. But, every employee is controlled by top management without any remonstrant. The employees are happy with their work and perform well at work. This make a lot of profit for Disneyland. Disneyland as the self-proclaimed “happiest place on earth” occupies an enviable position in the amusement and entertainment worlds as well as the commercial world in general. What make Disneyland so successful in the world? Is just because of Walt Disney?

The diagnostic model I have chosen to discuss to analyze Disney and several of the companies acquired throughout the years such as Pixar, Marvel, and LucasFilm’s LTD for this assignment is the 7-S Framework model. I will also briefly discuss the many changes that Disney has implemented to improve the customer viewing as well as interactive experiences at their many new, current theme parks, and vacation destinations throughout the world. The 7-S model developed by McKinsey and Company consultants Robert Waterman Jr., Tom Peters, and Julien Phillips (Palmer, Dunford, Akin, 2009). The 7-S model may be used

Disney Point #1 - In order to delight your customers, you must put your employees first!

The Disney Corporation is a leading diversified international family entertainment and media enterprise with five business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. (Disney Corporate, 2009). This company did not become one of the leading corporations in the world without hard work, an extreme dedication to the mission and core values of the organization, and the successful application of the four functions of management: planning, organizing, leading, and controlling. Many internal and external factors may have a direct impact on the four functions of management like: globalization, ethics, and innovation.

One of Disney’s main core competencies is its marketing ability. The Disney brand has been consistently listed on Interbrand’s Best Global Brands list. In 2014, the firm ranked #13 and in 2013, it was ranked #14. According to Interbrand, Disney’s lasting brand success has to do with the company’s ability to emphasize creativity, technology, and global growth within its long-term business strategy. Another factor that attributes to the firm success is its capacity to understand what consumers want and how to personalize their experiences. For example, the new MagicBand and mobile application, which was introduced at Disney World in 2013, allows the customers with the use of technology to personalize their Disney experience. The band enables the participants to travel lighter throughout their entire vacation.The band can act as a hotel key, credit card, and ticket. The mobile application allows customers to book tickets make restaurant reservations and create a schedule of day’s events.

Disney puts its efforts into market penetration through targeted market segmentation, as well as, market development through foreign outsourcing and licensing. It also is very known for growth through diversification as Disney has aquisition in multiple markets. Disney’s business strategies focus on competing in its product domain. Disney has 5 strategic business units: Media Networks, Parks & Resorts, Studio Entertainment, Consumer Products, and Disney Interactive. Each SBU’s greatest strategy is to ensure leadership excellence and employee satisfaction by using a process called “Guestology,” in which customer’s needs, wants, and emotions are studied and attempted to be satisfied.

The Walt Disney Company is known throughout the world as a leader in entertainment. The strategies that the Walt Disney Company have used include competitive advantage, a growth strategy, and a renewal strategy. When a person mentions a theme park, Disney is the first park that comes to mind. They were not the first theme park, but they have mastered the art of creating memories for adults and children alike. As a former employee of Disney I can vouch for the amount of effort that goes into

The Disney theme park is an organization that focuses on customer satisfaction. The management style at the Disney theme park is very diverse and non-traditional. All employees from janitors to performers are called “cast members.” Managers at the Disney theme park focus on the role of employees in service delivery. Employees are broadly trained in communication, quality awareness, and customer service. Employees at the Disney theme park have regular team meetings for effectiveness evaluations. Disney theme park employees are additionally made

After Eisner invested tens of millions of dollars to update and expand attractions and park facilities, Disney recovered its investment with attendance-building strategies. By creating a range of complementary services and entertainment at the park, customers stayed longer and spent more money. A plan was also put in place to develop Disney’s unused acreage and further maximize the profitability of these assets. One result of the above measures was that attendance at Tokyo Disneyland increased by 50% from 10.2m in 1983 to 15.8m in 1991.

It’s essential that companies or businesses today listen to their customers. No company or business today can afford to disregard the importance of customer satisfaction and loyalty. Aren’t they the same thing? No, they are absolutely not and they are enormously

The Walt Disney Company Parks and Resorts strive to be the leader in innovative and creative family entertainment in the world. The mission of The Walt Disney Company Parks and Resorts is to provide “magical” experiences to all guests that visit our Parks and Resorts. We use technology, innovation, and imagination to create a unique entertainment experience comparable to nothing else.