Wednesday, November 11, 2009

Disney Turns a Problem into an Asset

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.

6 comments:

jean said...
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Anonymous said...
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DanaJarvis.org said...

Turning a problem into an asset is a revolutionary way to look at organizational issues. For years, I have used the Disney experience as a topic in graduate business courses. I have not heard this latest piece and am appreciative of it. Ultimately, today's organizations are very complex. When leaders take a look at different elements of the "machine" in creative ways, extraordinary results can occur.

Dana Jarvis
www.danajarvis.org

Michelle said...

Pretty smart-people might actually think that the lines are too short now :0)lol

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I LOVE YOU said...
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