World class themed environments and attraction experiences can be found in many theme parks around the world, but what sets Disney’s theme park and cruise line business apart from its competitors has always been excellence in customer service or as Disney calls it Guest Service.… Read More »Disney Cruise Line declared best in customer service among all brands
For more than 60 years the name Disney has been synonymous with excellence in customer service. If you’ve ever wondered how they did it, you could read one of the many books written about the training system and culture Disney has built up around its… Read More »Disney Institute hosting Customer Experience Summit this May
After a long customer service nightmare, Disney fan Oni Hartstein has finally prevailed in getting someone to take responsibility for the shoddily-made Dooney and Bourke Haunted Mansion bag she owned. Initially a 10th Wedding Anniversary gift, as many Disney fans know, even acquiring the Haunted… Read More »Victory: Disney exchanging poorly made Haunted Mansion Dooney and Bourke Bags
Just received my first Fastpass+ status change alert via email. I think this is pretty powerful customer service from Disney. What’s nice about this is I don’t have to do anything but show up at one of these locations and my Fastpass+ will be accepted… Read More »Fastpass+ Sends Status Email
The Disney Institute started as a dream of Michael Eisner that guests coming to the resort would carve out a bit of their time to learn something of they way Disney crafts its magic brand. Turns out, not so much. But a rather large nugget… Read More »Disney Institute growing its business consulting role
If there is one thing about Disney’s merchandise program I’m constantly amazed at, it’s how they manage to screw up the limited edition merchandise events so frequently. If they didn’t have a brand with such a strong history, I don’t think people would put up… Read More »Disney Store Offers Make-up Discount
In “Hustle & Flow” Fast Company takes a look at the new check-in lobby for Alaska Airlines and sees Disney’s influence. It visited theme parks, hospitals, and retailers to see what it could learn. It found less confusion and shorter waits at places where employees… Read More »Airline remakes itself in Disney’s Image