Disneyland: The Kings Of Customer Experience

Where the unforgettable happens ...


Over the last few years, businesses have gone from focussing all of their attention on customer service to focusing more and more on the idea of creating the perfect customer experience. Despite being a relatively new idea, Walt Disney managed to get the ultimate customer experience spot on with the opening of his first theme park in 1955 ...

Thanks to Walt Disney's fanatical approach to the perfect customer experience, Disneyland really is the happiest place on earth!

Thanks to Walt Disney's fanatical approach to the perfect customer experience, Disneyland really is the happiest place on earth!

copyright: idealphotographer / 123rf stock photo (licensee)

The Disney brand prides itself on creating magical, unforgettable memories and their theme parks more than align with these brand values. Disneyland is packed full of happy, friendly staff that take the visitors on a journey as soon as they enter the gates.

We thought it might be worth sharing with you a few facts about Disney that ensures their visitors never have a bad experience:

  • Employees are allowed to give free ice cream or merchandise to crying children to ensure the park is kept a happy and tear-free zone.

  • Walt Disney designed a tunnel system under the park grounds to reduce the chance of the characters being seen out of their correct land as it could ruin the 'illusion'.

  • Walt Disney realised that it annoyed the parents of young children when they would queue for a ride only to find out they were too small when they reached the front. To avoid the parents complaining, Disney implemented a 'free pass' system to all children this happens to, allowing them to skip the queue on the next ride they choose.

  • Disney has created their own vanilla scent that is continuously pumped out in Main Street that supposedly triggers 'fond memories'.

  • You'll rarely see litter around the park as there are bins situated every 30 feet (or less) as Walt Disney's research showed this is how far someone could walk in the time it takes to eat a hot dog.

Although it may appear complicated, Walt Disney nailed the customer experience by simply being a perfectionist. His attention to detail and focus on creating an emotional connection for his guests has led to Disneyland being the most successful theme park in the world, not to mention Disney being one of the world's most recognised brands.

In this day and age, it's rare that we are able to purchase a product without being contacted by the company again. In our ever-changing technological world of automated emails and follow up phone calls, we are always being asked for feedback on the service we received or being targeted to buy the latest products.

The customer experience is no longer simply about how we are spoken to at the time of purchase, so is it worth breaking down your customer service channels and evaluating them in true Disney style?

By looking at the smaller details, listening intently to feedback and putting yourself in your customer's shoes, you might be able to highlight a few ways to improve your customer experience.

Be outrageous, be innovative and differentiate yourself from the competition and always have your customers at the forefront of your mind. Remember what Walt Disney said: "You don't build it for yourself. You know what the people want and you build it for them!"

Sometimes a little research can go a long way. For 41 interesting Disney facts, you can click here!

Until next time ...


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More about Charlotte Quatrine ...

I recently graduated from Leeds Beckett University with a degree in Sports Marketing. Throughout my studies, I worked as a part-time waitress at Pizza Hut before graduating and starting my role as Marketing Genie here at The Office Genie.

Entering and adapting to the full-time working world has allowed me to learn so much, overcome all sorts of new challenges and do things I never thought I could do. Working in marketing ensures there is never a dull day as one minute I might be organising an event and the next I could be out networking with potential clients.

Outside of work my main passion is football. I have played since the age of 11 and am currently a goalkeeper for a local team. I also love spending time with my friends and family, going on holiday and seeing theatre shows and concerts.


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