- April 10, 2023
- Posted by: Gopal Krishna
- Categories:
Walt Disney was the originator of the practices that came to be called Guestology. There is a significant difference between how we treat a customer and a guest. Imagine a scenario where guest is coming home; we do everything possible to host them and treat them special catering to all their needs.
The Disney organization remains the world’s foremost practitioner of the Art & Science of serving their Guests; “Be Our Guest” has been the invitation to Disney visitors.
Disney expects Guests
Everything at Disney is done with the Guest in mind. Exceeding Guest expectations is the motto; for both performers and enablers. ‘Quality Service’ is Disney’s internal name for its customer (guest) service processes, and is focused on exceeding Guests’ expectations by paying attention to every detail of the delivery of products and services. It means;
- Superlative face-to-face service
- Paying close attention to every aspect of the Guest Experience
- Analyzing that experience from the Guest’s perspective
- Understanding the needs and wants of the Guest
My Disney Experience – MagicBands
Disney has been investing in larger initiative; My Disney Experience and MagicBands is a part of this initiative. MagicBands provide convenience for everything from unlocking hotel room to paying for purchases and entering FastPass Plus ride queues. Here are 5 possible future advances that could build on the existing framework.
- Personalized encounters
- Lost child tracking
- Discounts and special offers
- Custom vacation footage
- Experience customization
I have not used them personally. I welcome anyone who used MagicBands to share their experience here.
