ELI Blog

Disney Creates World-Class Guest Experiences: 5 Keys to Their Success By Rob Mathews Rob@ELProfile.com Disney Parks and Resorts transport guests to mythical places that create magical emotions. Disney is intentional and strategic about designing the physical places, systems, and guest interactions that drive such strong emotions. The result? Disney stands out in a crowded market place full of entertainment and theme park options. Fans of the iconic theme park brand are ravenous and loyal. This is not by mistake, as Disney leaves no stone unturned when developing customer experiences. 1. It’s all in the details. Disney goes to extremes to make sure each and every guest touchpoint is planned and heavily measured for quality. Adjustments are made as guest satisfaction data is collected. The company even examines touchpoints that other organizations would deem out of their control. For instance, Disney has taken great steps to ease travel pain points and make luggage and airport tra...

By Rob Mathews Rob@ELProfile.com Disney is all about the show. Disney Parks and Resorts are a massive stage for that show. Everything the company builds, does, and communicates reflects the product of the show. But we're not just talking about small show, we are talking about show on the most of scale done with elite precision and professionalism. Words matter, and Disney takes a great deal of pride in building and maintaining culture through common language. 1. Are your people part of a unified tribe? Disney Parks and Resorts and its team members are in the show business, which is why you will never hear anyone inside the company refer to them as employees. They are cast members, and they put on an ongoing series of spectacular shows all day long, every day. Disney cast members are actors, and they perform their jobs with show business top-of-mind. They refer to each other as cast members or specific characters, such as Snow White or Prince Charming. Why? Because fantasy an...