Disney Institute elaborated a book, and this book provides the theory behind the ‘magic’ that Disney performs for their guests… guests? yes, they don’t go for customers, they work for Guests.
Some interesting points I’d like to spot here:
Exceeding Guest’s Expectations:
• Face-to-face service needs to be the outstanding, a great experience.
• Pay attention, I mean… close attention, to your Guest aspects and environment.
• Try to understand the Guest’s perspective
• Details count, a lot.
• Commitment is the strategy, to exceed the Guest’s needs and wants, the whole company must be connected to it.
Well… time to create some practical magic?