Disneyland

How Disney Improves The Customer Experience

Detail Is Important, but the Big Picture Is What Counts

When employees understand one simple concept, customer satisfaction explodes.

The goal of wanting to provide excellent service is nearly universal–that is, most organizations want to provide excellent service to their customers. However, as we have seen at Disney Institute, through our work training business leaders and organizations around the world, realizing this goal and consistently delivering such service levels over time remains challenging. There are many reasons and situations that might factor into creating the discrepancy. Often, organizations may not provide employees with all of the resources and training necessary to help them meet these expectations. As we explore in our Disney’s Approach to Quality Service professional development course, one of the most important things company leaders can do is to help employees gain an understanding of their organization’s common purpose. For example, when employees can see clearly how their particular roles fit into the big picture, they are more able to not just meet, but exceed customer expectation.

Excellent service does not simply come from a friendly transaction or helpful technology—it is the result of truly understanding your customer’s expectations and putting the right guidelines and service standards in place to exceed them. When an organizational framework properly unites its people, place and processes by putting the customer at its core, exceptional service becomes possible across customer touch points. This creates greater intent to return and recommend, as well as a stronger competitive edge. With more than 90 years of world-renowned customer service, no one understands this better than Disney. With a common purpose and quality standards, employees at the front line are empowered to perform because they are equipped with the right tools and clear service expectations. When team members’ behaviors are reinforced through positive feedback, they feel valued and appreciated and will make sure their customers do as well.

Think about it…how can you empower your employees to perform the small acts that can have a big impact on your customer experience?

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