We grew up with Disney and so did our children. Disney is part of being a child, and it continues to be as we get older, the child in us. But, how does The Walt Disney Company exceed each generation’s needs and expectations?
Well, in Disney terminology, the study of customers is called ‘Guestology’. And, apart from studying the demographics, or physical attributes of Disney guests, it’s in the psychographics where the ‘magic’ begins. Understanding the main four aspects of customers’ psyche: the wants, the needs, the preconceived notions and the feels, will allow Disney professionals to figure out customers’ expectations and then, exceed those expectations.
The purpose of ‘Making everyone happy’ was stated by Walt Disney himself: “My business is making people, especially children, extremely happy”. And that purpose has remained intact throughout the years. In the attention of details, turning “Wows” into “Big Wows”. Disney used to say: “Whatever you do, do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do”. Definitely, a visionary in customer service and brand engagement.
When was the last time you created a ‘Big Wow’ experience with your brand to your customers?
When was the last time your brand exceeded your customers’ expectations?