Steven Van Bellegem deelt via zijn blog 6 lessen die we van Disney kunnen leren over customer experience. Het gaat er onder meer over de ‘Experience before retail’ strategie, die je terugziet in tal van kleine details in de pretparken.
Walt told everyone that we will not have any customers in our park but guests. Think about the difference between how you feel when you are treated as a customer or when you’re treated as a guest, right? That can have a huge impact.
Walt also said that we will not have any employees but cast members that wear a costume, not a uniform. That’s a huge difference for their engagement and behaviour, too.
And with that simple re-expression, he redefined a level of hospitality and experience that has never been replicated or duplicated.
Duncan Wardle, Former Head of Innovation and Creativity at Disney
