Customer Service at DisneyLand, Paris
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Mystery Shoppers

Mystery Shoppers | Customer Service at DisneyLand, Paris | Scoop.it
Disney parks do not need to be mystery shopped. We know when Snow White’s skirt is the wrong shade of yellow or when the blush in her cheeks is not quite right.
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Comment cards

Comment cards | Customer Service at DisneyLand, Paris | Scoop.it
Picture this: You’re in one of the Disney parks and a cast member goes out of their way to make your trip a little more magical. Maybe they make a special fuss over your child who is dressed ...
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Customer monitoring at Disney

Some companies struggle to make the best use of their front lines’ contacts with customers.
Disney gets it right, says Sharon Pleggenkuhle, operations and delivery manager at the Disney
Institute, the Lake Buena Vista, Fla.-based professional development arm of the Walt Disney Co.
That guy in the Pluto costume at Disney World who’s giving your kid a high five? He’s also trained
to collect customer feedback. Disney uses employees, or “cast members,” who work in its theme
parks as listening posts, and their ideas and insights are filtered up to Disney’s management
teams.
“Disney’s such a strong company around customer service and customer-focused strategies. It’s
really about people: how you leverage the energy of everyone who’s working for you to make
your organization more innovative and successful,” Pleggenkuhle said during a panel discussion
in August led by the Chicago Innovation Awards, a series of events designed to educate and
provide resources for start-ups looking to bring their innovations to scale. “We expect every cast
member we hire to be creative and innovative. We have to hire someone who’s right for the
culture and give them a forum on how to share their ideas. It’s about how to do something 1%
better. We have 120,000 cast members worldwide and if we get all of them to do something 1%
better, that’s huge.”
Disney stays true to the brand promise Walt Disney created in the 1960s of family and fun while
evolving to the needs of today’s consumer via the research gathered from its cast members, she
added. “The needs of a 15-year-old today are vastly different than a 15-year-old of even 10 years
ago. You need to stick with what you’re known for and innovate so you’re still in tune with what
your customer needs worldwide. … We completely know who customers are and stay true to what they expect the brand to be.

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What is the proceedure for giving thanks to a cast member ?

Who do you tell and would they actually get recognition for it ?
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Staff Feedback at Disney

Staff Feedback at Disney | Customer Service at DisneyLand, Paris | Scoop.it
From the recruitment and selection process, through ongoing development and retention, we are highly focused on building great leaders…...
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Customer Experience: Wowing Your Customers the Walt Disney Way

Customer Experience: Wowing Your Customers the Walt Disney Way | Customer Service at DisneyLand, Paris | Scoop.it
Top Tips on creating a superior customer experience that will wow your customers, keep them coming back and bringing their friends, family and contacts.
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Customer Service the Disney Way - Forbes

Customer Service the Disney Way - Forbes | Customer Service at DisneyLand, Paris | Scoop.it
Every business can learn from Disney on how to make customers feel special.
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