Business Lessons from DisneyWorld

On a recent trip to DisneyWorld I was pleasantly surprised to see that they are staying the course with their essence—obsessing over the customer experience—while working to improve some of the ways they deliver that experience.

They are prototyping a new way to provide FastPasses to park attendees, and it isn’t without its hiccups. Long lines, slow technological interface and a somewhat cumbersome process could make for some unhappy customers in the Happiest Place on Earth. Fortunately, though, they’ve hired and trained outstanding customer service representatives (cast members) to implement, and they are doing a great job so far.


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