What will make the Disney Difference?

Disney are a wonderful example of how to create competitive advantage within your market place. Disney recognise that their parks need to be clean but that the sweepers - or cast members as they are called - are more than that, they are customer service people. Visitors to the park approach the sweepers for all kind of advice from where to buy something, to which rides have the longest queues. Disney recognise that after a certain point cleanliness of the park cannot be a differentiating factor - so they invest in customer service training for the sweepers. If they are to create "The happiest place in the world" then the sweepers have a key role to play.

Do you know how each person can contribute to your company vision? Do you know what will make the difference to the customer experience?
Do you measure the receptionist purely on calls taken or the service they give the customer?
Do you measure a credit controller purely on cash collection or how quickly they resolve customer queries or problems?

Customer Experience - Making Magic Moments

Creating a magic moment for a customer increases loyalty, and provides the WOW factor that differentiates you from the rest of the pack...a little story

Disney...On Main Street a Guest(Customer) asked a cast member(employee) who was cleaning the street where he could get a cup of ice. He was then directed to a street vendor and in the short walk to the vendor the street cleaner radioed the Guests request to the vendor who then, when the guest arrived at the stall remarked "I believe you're looking for a cup of ice" the Guest was stunned.

Simple request, simple solution, simply perfect.......how can you make that "magic moment" for a external or internal customer?