Disney: A Case Study in Customer Experience Perfection

A 70% return rate for first-time customers would be impressive for the most visited business near your home, let alone a theme park. Somehow, “The Most Magical Place on Earth” can attain just that. Walt Disney, the man behind making it all happen, took a more objective approach when visualizing his often sensationalized theme park “factories”:

“Think of the process as a railroad engine. If the engine does not run properly, it does not matter how friendly the conductor acts or how attractive the passenger cars look, the train will still not move, and the passengers will not pay their fares. The process is the engine of Quality Service.”

Disney prioritizes the customer experience journey, without jeopardizing the product in the meantime.

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