I was at Disneyland this weekend with my husband and daughter to help a dear friend celebrate her birthday. I’m always fascinated by the customer experience they put together and the level of detail they go through. Three things struck me this weekend:
One – it’s a pleasure to see how the people at the park (the heart of the Disney customer experience) respond when they see someone with the Happy Birthday button. They could simply wish you a Happy Birthday but they take care to use your name as well. It’s a delight, just as they intend. And I equally appreciate that this is not an easy thing for them to do, day after day.
Two – I came out of a restroom in the park and found a little bird that seemed to be having a problem. It was huddled against the wall and kept stretching its wings. I kept watching the bird for a couple of minutes, trying to decide if it was okay. Close by were two cast members who noticed my concern about the bird. They assured me that they were there to watch over the bird until the staff vet got there to check the bird out. That was impressive, even for Disney. Caring for the birds that also enjoy the park is special and as an animal lover, I appreciate that even more.
Three – it’s construction time at Disney. Main Street is getting some love, the under the sea stuff is going up, the new entrance to California Adventure is under way and Tron is under development, to name a few. But even during all this construction, Disney takes care to ensure that you are looking at something interesting.
That is attention to detail along the entire customer journey. Fascinating. That dedication and focus is what makes them great at what they do. I want the same thing for my program. How about you? What great customer experience’s do you want to share?
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