How You Can Apply Disney’s WOW Customer Experiences

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

- David Freemantle

Have you been to a Disney resort park? How about a visit to Disney World in Florida? With most of our family living 50 miles away, we often felt like tour guides. Not a bad thing though. Lots of businesses apply Disney’s WOW customer experiences and operations. We use many of them with our clients. They can be a real difference-maker.

Disney’s ability to “wow” its fans and captivate customers for decades is explored in-depth in Be Our Guest: Perfecting the Art of Customer Service, a veritable handbook for Disney magic. In this book author Ted Kinni reveals the secrets to delivering magic to your customers the Walt Disney way. Lots of businesses can learn from his insights.

Related: Do Patients Expect Great Customer Experience from Doctors?

Disney’s success stems from company-wide best practices including leadership excellence, people management, quality service, brand loyalty, and creativity and innovation, all of which are highlighted in Be Our Guest. It boasts fresh updates and stories that highlight the past decade of Disney customer service. The Disney Magic, as you’ll read in Be Our Guest, is part art and part science — and Kinni details how the company approaches continuously raising the bar at every customer touchpoint.

Of all the facts featured within, perhaps the most surprising is the 70% return rate…