How Disney Achieves a 70% return rate

https://www.helpscout.net/blog/disney-customer-experience/

by jcabala • 12 years ago

30 5 12 years ago

oceanstone• 12 years ago

This article was inspiring, thanks for posting it.

"I don’t want you guys sitting behind desks. I want you out in the park, watching what people are doing and finding out how you can make the place more enjoyable for them." - Walt

silverlight• 12 years ago

Having just come back from a Disney World trip recently, I can say that this magic is still very much present.

e12e• 12 years ago

Reminds me about the end of Aza Raskin's Keynote for the John Seely Brown Symposium at University of Michigan (@40:13 is the relevant bit about Disneyland and "Remember the Magic", [edit along with the section of peak-end-memory]):

https://vimeo.com/15886853#t=765

http://vimeo.com/15886853#t=2413

nlawalker• 12 years ago

The section "When Does the Three O'Clock Parade Start?" (I'd quote the whole thing here but it's too long) is a great articulation of the kinds of problems I'm referring to when I tell people that I'm frustrated with the communications skills of people I work with. Understanding tone, context and audience, both as a deliverer and receiver of information, is not just for providing customer service. It's amazingly useful for simply getting along with other human beings. I have no problem with people that misspell words or use poor grammar - what kills me is the people who autopilot through their interactions with other people and who aren't bothered (or don't even notice!) when a conversation flies by them and they haven't developed or elicited even a flicker of common understanding.

dmethvin• 12 years ago

Walt viewed his theme parks almost as “factories” that produced delight and entertainment.

That's one of the reasons I don't enjoy Disney parks. They're too automated, too perfect, like some sort of strange Twilight Zone where things just seem fake.

How Disney Achieves a 70% return rate

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