I’ve just had a wonderful week in Disneyland Paris.
I love all things Disney, but what is it that makes make me feel it’s so special?
I find it interesting to think about what goes on in the background to make Disney such a successful organisation. Mickey Mouse makes people laugh, but behind that lovable mouse is a well-oiled business machine.
Disney listens to guests, but also to everyone in their organisation. They know that the next great idea can come from anywhere or anyone.
Their business model looks like this: Leadership excellence -> Cast excellence -> Guest satisfaction -> Financial results. They even have their own university to train staff.
Their goals are simple: (1) Create an intent to recommend and (2) Create an intent to return - everything they do can be mapped back to one or both of these goals.
They focus all effort on the guest experience throughout their visit, right through to their return home. Disney ‘meets guests at their emotional level’ whether they are excited as they enter through the front gates, or feel exhausted on leaving.
There are plenty of strategies we can learn and adapt from Disney to improve the customer experience and drive revenue in our own businesses.
Even companies like Disney have their ups and downs, but they keep working at the business structure to keep that Mickey Mouse fun.