Customer experience is a daily topic on the Porch. Those who know me are probably like “smh” that I would say I learned about customer experience from Disney Princesses ‘cuz mama be like, Hey, Cinderella, what’s the story all about … you know, the Suzy Bogguss song?!?! No? Well, Google it …
Did you know Millennials ranked Disney number one in the latest Brand Intimacy Report***?
***Survey was not by the Porter family nor was the Porter family surveyed for this report.
Why did they rank Disney number one you ask? Millennials tend toward “escapism and the need for respite” during this point in their lives. Disney delivers. The Disney brand rocks it with Millennials, children, teens, parents, grandparents and everyone in between.
My latest experience at Disney World brings me back to why the most powerful brands are the ones that have mastered customer experience, among other things.
Three customer experience takeaways from Disney:
- Hire people who love their jobs and continually give them reasons to love it. They have to love it. There are people of all ages touching Disney Princesses and their hair and clothing for hours on end. Random lils asking questions about the Princess’ movie or last episode of their Disney Junior show. Upon each interaction, there were smiles and dialogue about the show and questions about whether they liked the outcome of that episode or if they knew what Belle’s favorite book was. My favorite answer, “Yes, princess, your hair is the same color as mine.” Swoon.
- Consistently deliver on the brand at every touch point. When you call the front desk or housekeeping or the restaurant at a Disney property, you always hear, “Welcome home.” If you ask, “Are you open tomorrow?” You will most certainly not hear, “We are off tomorrow. Sorry.” Take note friends.
- Words your team speaks matter. You are called your highness or majesty. Your children are called princess or prince or your highness every time you turn around. How can you not love being at Disney?
Customers and clients are the new royalty. The quality of customer experience you must offer to compete in your market and win is of the utmost importance — now more than ever.
Dream big marketer. Be A Champion.
Disney, you got me hook, line and slipper.