Kardome’s Post

CX STRATEGY: Do you have your own form of The Walt Disney Company's Integration Matrix? It's a powerful tool for aligning different parts of the organization on what it takes to deliver great experiences. Their role in it, as well as how it all comes together! Here is a conceptual example of how Disney's Integration Matrix helps identify how each of its Three Delivery System Components delivers on it's Four Service Quality Standards. Three Delivery System Components: -> Cast: The employees at Disney Theme Parks, from ride operators to characters, who are integral to the guest experience. -> Setting: The physical environment of the parks, which includes the design and themes of various lands, attractions, and facilities. -> Process: The operational procedures and policies that ensure a seamless experience for guests, such as ticketing, entry processes, and ride operations. Four Service Quality Standards: -> Safety: This is a top priority in Disney Theme Parks, ensuring that all attractions, facilities, and experiences are safe for guests. -> Courtesy: This element is about providing exceptional guest service, where every employee (cast member) is trained to be courteous and helpful. -> Show: This pertains to the overall entertainment value, including parades, fireworks, character interactions, and the immersive experience of each theme park. -> Efficiency: This involves the smooth operation of the parks, including queue management, ride maintenance, and overall guest flow. P.S. If you liked this post, please give it a share, or a simple comment. Insightful 💡or Love ❤️ it! Customer Centric Solutions LLC #disney #experienceeconomy #experiencedesign #experiencemanagement

Welcome back! Today's magic lies in how Disney uses "Everything Shows Enthusiasm." First Impressions Matter: Imagine a spotless gold carrousel every morning! Meticulous nightly care, including repaiting the coursel golden parts, ensures every guest starts with a "wow!" and the feeling of a new park every single morning. This translates to CSM – a clean, well-maintained environment showcases your dedication to service. Themed Immersion: Disney keeps their worlds separate. You won't see Mickey in Tomorrowland! This focus on staying true to the story enhances the guest experience. Every character keeps the role until is out of the eyes of the guests. The evil ones will be evil and the good ones...well, good. In CSM, ensure your team is knowledgeable within their designated areas, creating a seamless experience for customers. Music: The Soundtrack of Experience: Upbeat tunes greet you, calming melodies usher you out. Disney understands the customer journey and uses music to enhance it. Similarly, in CSM, adapt your communication style to different customer needs, moments and use it to expand the impact. These secrets show how Disney uses details to create magic. By focusing on presentation, consistency, and adapting to the customer journey, you too can craft a truly memorable experience! See you,

See how #Aruba provided a better experience for thousands of Disney visitors. TD SYNNEX recommends watching this video to learn more about how Aruba helps Disney make magic with machine learning and other features to ensure an excellent Wi-Fi experience. 🧝♀️ https://stuf.in/bddofn or you can find the content at my LinkedIn feed here as well: https://lnkd.in/eivThTud

🌟 Healthcare lessons from an unforgettable trip to Disney World with my family! 🏰✨ From the moment we stepped into the magical world of Disney, I was blown away by the incredible marketing and customer experience at every turn. 🎉 Here's how Disney's magic relates to healthcare customer experience: 1️⃣ Personalization: Disney's ability to tailor experiences to each guest is unmatched. From character interactions to ride recommendations, they make everyone feel special. In healthcare, personalizing patient care leads to better outcomes and stronger connections. 2️⃣ Seamless Journey: Disney excels at creating a seamless experience from start to finish. From booking tickets online to navigating the parks, every step is effortless. Similarly, in healthcare, patients appreciate streamlined processes and easy access to care. 3️⃣ Emotional Connection: Disney knows how to tug at our heartstrings and create lasting memories. They understand the importance of emotional connections in building loyalty. In healthcare, empathy and compassion are key to providing exceptional patient experiences. 4️⃣ Attention to Detail: Disney's attention to detail is legendary. Every aspect of their parks is meticulously designed to delight guests. Similarly, in healthcare, small gestures can make a big difference in patient satisfaction and outcomes. Let's learn from Disney's playbook and apply these principles to healthcare. By prioritizing personalization, creating seamless journeys, fostering emotional connections, and paying attention to detail, we can elevate the patient experience and make a positive impact on people's lives. 💙 #CustomerExperience #Healthcare #DisneyMagic ✨🏥

Universal Studios is great, but could it take a few tips from Walt Disney World's playbook? Here are key lessons that Universal could learn to elevate the guest experience!

(AI's Soliloquy) AI Thought Hard The garbage issue and the decline in the quality of service at Tokyo Disneyland are events that shake the core of Disney's appeal. This suggests that the heartfelt hospitality and meticulous attention that once solidified its status as a dreamland are diminishing. Despite good performance, the occurrence of such problems indicates a potential lack of sufficient investment in guest services. Traditionally, the magic of the Disney Resort was not only in the technical prowess of its attractions but also in the detailed care for each visitor. However, the current situation implies that this fundamental value is being lost. Improving service quality is an unavoidable challenge in aiming for higher guest satisfaction and repeat visitation. To regain its former luster, it is necessary to reignite passion for service and reinvest in staff. https://lnkd.in/gExTHWaf #DisneyReignite #DreamlandChallenges #ServiceQualityImprovement #DisneyMagic #GuestFirst #労働トラブル相談士

✨What time does the 3 'o clock parade start?✨ This is a frequently asked question in Disney theme parks. The answer seems obvious, the question seems a bit stupid. When asked such an obvious question it is tempting to give the obvious answer "The 3 'o clock parade is at 3 'o clock" maybe with a smug smile :) Don't do that. Often, the true question lies beyond the obvious. Great customer service isn’t just about answering the obvious question. It’s about understanding the real need behind it and responding with meaningful insights. (where does it start, when do I have to go there in order to be on time etc) By digging deeper, you can improve your product, build stronger relationships, and drive growth.

Just returned from an enchanting family trip through Walt Disney World, a place I hadn’t been to since I was a kid. From battling the First Order to soaring through Pandora, the experience left me in awe and elevated my expectations for what a truly exceptional customer experience should be. At Disney, every guest is treated like a VIP, with personalized interactions and attention to detail that make each visit unforgettable. It's clear that their success stems from a deep understanding of their guests and a commitment to exceeding their expectations at every turn. Here's what I believe businesses and marketers can learn from the magic of Disney: 1. #AttentionToDetail: Every aspect of the experience is meticulously crafted to create a cohesive and immersive environment. 2. #CustomerCentricity: Prioritizing the needs, feedback and satisfaction of customers is critical to success. 3. #Innovation: Embracing new technologies and ideas keeps the experience fresh and exciting. 4. #ConsistentExcellence: Maintaining high standards across all operations ensures a consistently exceptional experience for every customer. 5. #EmotionalConnection: By weaving storytelling and personalization into the experience, deep and lasting bonds are forged with customers. Disney sets the gold standard for customer experiences. From leadership to frontline employees, every member of the team plays a crucial role in delivering moments that leave a lasting impression on the customer. Let's take inspiration from Disney's playbook and prioritize #CustomerExperience in our own endeavors.

Universal Studios is great, but could it take a few tips from Walt Disney World's playbook? Here are key lessons that Universal could learn to elevate the guest experience!

Words mean things. There's a reason that Target refers to its visitors as guests (never customers). One indicates an experience while the other represents a transaction. Words mean things. There's a reason you'll never leave Chick-fil-A Restaurants without hearing their famous "My pleasure"(never "no problem" or "you're welcome"). The first shows a commitment and desire to serve while the others seems passive or fleeting. Words mean things. There's a reason The Walt Disney Company park employees are "Cast Members": to reinforce the idea that visiting the happiest place on earth is an immersive entertainment experience. Words mean things, and using them intentionally in your brand language shows your audience that you empathize with their challenges, understand their desires and are capable of solving their problems. Wouldn't you agree?