The Disney Way: Harnessing the Management Secrets of Disney in Your Company is a book by Bill Capodagli and Lynn Jackson that explores the business practices and management principles that have made The Walt Disney Company so successful. One of the key elements of The Disney Way is the concept of putting yourself in the customer's shoes. This idea involves understanding the customer's perspective and taking steps to ensure that their experience is as positive as possible. Disney is known for its exceptional customer service and attention to detail, and the authors suggest that this is in large part due to the company's commitment to putting itself in the customer's shoes.
One way that Disney puts itself in the customer's shoes is by focusing on the entire customer experience, from the moment a guest first hears about the company to the moment they leave the park or hotel. The authors suggest that companies should similarly take a holistic approach to the customer experience, thinking about every touchpoint and interaction that a customer has with the company and ensuring that each one is positive and memorable.
The authors explain that Disney hires people who are enthusiastic and customer-focused, and then provides them with extensive training and ongoing support. This helps to ensure that every employee is able to put themselves in the customer's shoes and provide a positive experience.
The authors of The Disney Way also explain the importance of attention to detail. Disney is known for its attention to even the smallest details, and this level of care helps to create a truly immersive experience for guests. Companies can similarly focus on the details of the customer experience, from the way products are presented to the way customers are greeted when they enter a store or office.
Another key element of putting yourself in the customer's shoes is empathy. Disney encourages its employees to be empathetic and to understand the customer's perspective. This allows them to anticipate the customer's needs and provide exceptional service. Companies can similarly focus on empathy and understanding the customer's perspective, which can help to build stronger relationships and improve customer satisfaction.
Finally, The Disney Way emphasizes the importance of creating a strong brand that resonates with customers. Disney's brand is built around the idea of creating magical experiences, and the company works hard to consistently deliver on that promise. This helps to create a strong emotional connection with customers and encourages them to return again and again. Companies can similarly focus on creating a strong brand that reflects their values and resonates with customers.
Overall, The Disney Way provides valuable insights into how companies can put themselves in the customer's shoes and provide exceptional customer service. By focusing on the entire customer experience, empowering employees, paying attention to details, practicing empathy, and creating a strong brand, companies can improve customer satisfaction, build loyalty, and ultimately achieve greater success.
This session focuses on how to see things from a client’s perspective. It’s important to continually demonstrate that you...