Have you ever known anyone who was not happy after they visited Walt Disney World? Probably not. Many people go back again and again with and without their kids to see what is new and exciting at their theme parks.

Why? They have cornered the market on customer satisfaction. There are lessons to be learned here, even if you are not the owner of a theme park. Disney is a business and every business could benefit greatly from increased customer experience.

What is a positive customer experience?

It is more than a customer walking away happy. If they are satisfied, they will come again, share their experiences and promote your business. At Disney, their principles of customer service are based on the I. C.A.R.E. model:

  • Impression
  • Connection
  • Attitude
  • Response
  • Exceptionals

They have worked hard to meet their customer needs in these areas and you can harness that information to change your current customer service situation.

Crucial Questions:

  • Where is your customer service level currently?
  • What steps can you take to improve it?
  • Is your plan of action based on this model?

Your company may not be a Disney theme park but your customers can still have the experience of a lifetime.

The Experience: The 5 Principles of Disney Service and Relationship Excellence may be purchased here.

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