I've written about Disney's customer service leadership in the past. Today I saw a post on the DisneyParks blog about short video games being added to the Space Mountain line. When people think of the worst aspects of theme parts, long lines are near the top of the list. When I go to a Disney park, I find myself disappointed when the lines are too short. There is always so much to see in the line that I can't just rush through the experience.
Disney is so focused on the customer experience that they spend money on making the lines more enjoyable. They take leadership in satisfying their customers. That builds a loyal customer base. That's good for business. Consider the worst aspect of your business, and how you could turn it into an asset.
