CONTENTS 1: AIMS 2: INTRODUCTION 3: MAIN BODY 4: CONCLUSION 1: AIMS The aims of this essay is 1: to discuss some of the more important points raised in the book “Be Our Guest” by Theodore Kinni. 2: to examine the methods by which Disney has created a world-famous customer service technique 2: INTRODUCTION “BE OUR GUEST-Perfecting the Art of Customer Service” is now in its updated 10th anniversary edition. Co-written by the Disney Institute with the author Theodore Kinni, published in 2011, this book contains 208 pages. It is very accessible, with an easy to read layout and fascinating insights into the evolution of Disney’s much-admired customer service. All material, definitions, conclusions and examples have been based on the real …show more content…
He paid attention to things that others failed to think about. A brilliant example of this ability to “think outside the box” is that all doors in hotel rooms have two peepholes, one at the usual height and one at a child’s-eye level. Defining a Common Purpose Disney formulated a Mission Statement for his company that encompassed some important service values and operational criteria, covering health and safety, courtesy, quality standards, efficiency. In order to deliver on these, Disney formulated what is known as a Service Compass. Disney’s Quality Service Compass In the development of the four points of the Service Compass, generating qualitative responses from customers became critical. This was a form of focus group. By asking open-ended questions of customers and encouraging them say what was on their mind, the collected answers revealed a profile of guest expectations, which then became the baseline for the work of “exceeding those expectations”. Disney’s Service Compass is a very interesting concept. It has the four main points: • Guestology • Quality Standards • Delivery …show more content…
Delivery Systems are composed of three systems needed to deliver Quality Standards 1: cast (that’s Disney-speak for employees) – courtesy is a priority for cast members and provides an important benchmark for customer interaction with the Disney juggernaut. 2: setting – each sense is carefully catered for in terms of the setting, with particular attention paid to sight. Disney parks are consciously designed to provide “delightful and entertaining views”, as well as other invisible appeals to the remaining senses, such as touch, smell, taste and sound. 3: processes The fourth compass point is Integration. You need to integrate the three systems so that they work together as one. At Disney theme parks, these service processes include moving guests through the attractions, the check-in and check-out processes at the hotels, and the response to all types of emergencies, such as medical problems and fires. There are potential “combustion points” in every process. Here is typical example of how Disney’s attention to detail came up with an ingenious solution to an ordinary
A small but astounding non-profit organization known as the Art Centre Theatre (ACT) is located in the suburbs of Plano TX, where it strives to offer it’s community of youth, teens, and adults instruction in theatre arts, music, dance, voice and more. It even served over 700 children and 50 complete productions last year (2016). One performance that I had the pleasure to attend at the ACT was it’s very own presentation of “The Breakfast Club”, which was based on the critically acclaimed and well-known film written and directed by John Hughes. The staging of the event was quite mesmerizing and impressive than expected as it successfully replicated the nostalgic setting of the detention room, and cafeteria at Shermer High. ACT’s youth program, and their
Walt Disney is one of the most well-known names in the film industry. The company he built continues to make millions and take home Academy Awards more than fifty years after his death. How did Disney become so successful? While he was a hard worker, there were several hidden factors and special opportunities that made him so prosperous.
Abstract The strategic change cycle is one of the processes within strategic planning. This cycle is a ten-step process created to assist organizations in meeting their mandates, satisfying their missions, and constructing public value. “Strategic planning is intended to enhance an organization’s ability to think, act, and learn strategically” (Bryson & Alston, 2011). Introduction Strategic planning is “a deliberate, disciplined effort to produce fundamental decisions and actions that shape and guide what an organization (or other Entity) is, what it does, and why it does it” (Bryson & Alston, 2011).
EXECUTIVE SUMMARY This report presents an analysis of The Walt Disney Company. It is one of the global’s leading manufacturers and providers of entertainment. The company manages through its five business segments which includes parks and resorts, media networks, studio entertainment, consumer products and interactive. The Disney’s objective is to be one of the world 's leading manufactures and companies of entertainment and information, by using its portfolio of brands to differentiate its content, services and consumer products.
Last Christmas, I had the opportunity to experience the fireworks show in Disney World. The theme park’s magic and wonder fascinated me and thus compelled me to choose Gehry’s Walt Disney Concert Hall as my building of study. Both its exterior and interior uphold a quote mentioned in Professor Speck’s lecture by Abbot Suger, “Man reaches contemplation of divine through the senses.” In other words, an individual is able to understand a deeper meaning through use of the five senses. Therefore, every person that passes this building goes through a unique experience when his/her eyes first detect the building.
Does hearing the tagline “The Happiest place on earth” takes you on a memory lane of the very first day at Disneyland? The Walt Disney Company, was a dream of the most famous name in the animation industry and the creator of Mickey Mouse, Walt Elias Disney and now the company has estimated net worth of an about 36 billion dollars. (Funamentals n.d.) The company has been running from 1923 till current and I have decided to take the first 43 years (1923 to 1966) in consideration because I wish to tell the reader how the company went from Good to Great under the supervision of Walt Elias Disney.
The sector is witnessing a radical change as traditional retail markets are replacing with new formats such as discounts stores, departmental stores, hypermarkets, supermarkets etc. In this competitive environment the retailers are more forced to concentrate towards Customer service & their satisfaction. In retail stores, the customer service is includes like counter service, billing the products, offer explanation to customers, providing them coupons, explain the product
This may sound simple but it was a lot different than the Anaheim resort competing with the Six Flags parks in Los Angeles. However, Disney has consistently focused on high quality service and entertainment, keeping their branding relative to their family-oriented Disney characters (Disney, n.d.). Globalized Disney has been very successful due to their willingness and ability to make required adaptions for both cultural and competition purposes. This type of flexibility is often the key factor in making an organization successful when they seek to
" Disney theme parks were built for the whole family to enjoy and they do a fine job stressing that. If you pay close attention to their advertisements you will see that they are not always aimed for children, in fact they are aimed at the parents most of the time with little phrases such as "Let the Memories Begin" and "This is Where the Magic Happens." Even the animation films are made to please the parents, with their good morals and some jokes that are meant for the child not to understand. In addition, the Disney Store has its own Home Decor department which is intended to satisfy the parents' wants as well as their children's, while the child is browsing through the toys, the parent is browsing through the Home Decor section.
Specify organisational standards of customer service So the customer segment of the Ritz-Carlton is a wealthy clientele who has very high expectations since they use to get upscale products because they are ready to pay more to have more. Therefore, the differentiation of the Ritz-Carlton is made on an efficient and effective customer service. As we know the needs are general but the wants are specific, so the companies have to make the difference so as to become the customer’s wants. For example, customers will need to book an hotel room but some customers will want to book an Ritz-Carlton hotel room.
Disneyland is the magical world for kids that enjoy fictional characters and images in breathtaking colors. But in my opinion, Disneyland is for more than just kids. The exhilarating rollercoaster rides, scrumptious food, and other attractions sum up what is expected there. Trust me when I say all ages will have a great time at the Magical Kingdom. When you first step through the gates of the park, instantly there is excitement everywhere.
1 Overview of Company Since it was founded in 1923, Walt Disney Company has become a world-famous entertainment and media company, and its turnover brings it to the second place among global media companies (after Time Warner). It is constantly working to provide people with the most special entertainment experience, and has been adhering to the company 's good tradition of quality and innovation. After years of development, Walt Disney is already a successful transnational corporation and its operations involve in parks and resorts, consumer products, media networks, and studio entertainment these four industries. By the end of September 2017, its media network is the most profitable business which the revenue is 42.6% of the total while
The Walt Disney company does not only have an immense amount of economic power on the American entertainment industry and popular culture, but they have acquired influence across the world. The company has recorded that one quarter of the 45 billion dollars Disney makes annually comes for the international market (Hongmei). It can be said that Disney is one of the best-known companies or brands in the worlds and covers a wide range of markets from films to television programs, to merchandise and publishing not to mention the theme parks. However, the inspiration to expand globally does not completely rest on income and to promote capitalism within the company. In some circumstances the marketing decision is more political than economical.
The complexity of the product offering allows customers to have numerous price points and ability to decide how much of the Disney experience they want to enjoy. For examples, the offerings include transportation, resort accommodations, and meal plans. The larger product mix creates entry into the resort, hotel, and restaurant businesses. Although Disney was not first in the theme park market, its large size and connection to kid ’s movies was revolutionary.
The theme park promises to offer the customers and visitors from all around the world the highest quality of products and