Disney World Customer Experience Design … a Difference Maker

Feelings have a critical role in the way customers are influenced.

- David Freemantle

Ever been to Disney World? With most of our family living 50 miles away, we often felt like tour guides. Not a bad thing though. Lots any business can learn from Disney‘s customer experience design and operations. A real difference-maker.

Disney puts a tremendous amount of attention to its parks’ customer immersion and customer experience … in fact; one could say the Disney theme park mystique is 100% about immersing the customer in the culture of Disney movies and character history. Over 150,000 employees are employed ‘on stage’ each day at Disney parks to help create this customer experience immersion.

What are the ways Disney uses its park designs and ‘on — stage’ employees to create the best possible customer experience? Consider Disney’s explicit operations and design principles:

Care for Customers

In front of nearly every ride was stroller parking — and in Magic Kingdom, there were plenty of strollers because nearly every group had some small children. There were areas set aside for stroller parking, and clear instructions for where to park your stroller. Guess what? Customers still managed to ignore them. In most places…