Customer Service Case Study: The Walt Disney Company

Regardless of how a business deals with its customers, the business has to always use a customer lens, which means the company looks through the customer’s eyes. The Walt Disney Company shines at customer service, and the reason is that the company, in constructing every consumer experience, gazes at everything through the eyes of the consumer. Every time the company comes into contact with the customer, they do it with an experience approach, not a task approach. When businesses enter into their customer connections as tasks rather than experiences, customers feel better handled through the system rather than just feeling appreciated. It is simple to descend into the task approach; it is the experience approach that enhances customer faithfulness. …show more content…
So not long after Disney’s Service Basics were created. There were four areas of focus with key behaviors listed for the employees of the Disney parks. The employees must project an upbeat image and energy. They must be well mannered and respectful to all guests, most importantly children. The cast members have to play the part and stay in character, and go above and beyond. There are even more basics below each of those, which are specific behaviors like smile and look friendly. Additionally, Disney identified particular actions expected from leaders, and the behaviors that rank up to those actions. Having a great guest experience involves having management backing up that experience and supporting it. Typically, what has transpired is that the Disney Service Basics have been essentially changed to the main points listed below the key courtesy, with new behaviors and actions focused toward the other three keys. More specifically, going above and beyond could be related every single one of the Four Keys so below the key courtesy it was revised to go above and beyond to surpass guest