I am currently reading “Be Our Guest: Perfecting the Art of Customer Service (The Disney Institute Leadership Series)” by Theodore B. Kinni. The book talks a lot about how Disney uses setting to please and satisfy their customers.
They make sure that every aspect of the client’s experience is maximized to communicate the fact that the customer is the most important thing in the world to the vendor (Disney).
They integrate colors to communicate different messages. They make sure they don’t overload the customer, allowing them to choose which information they want, when they want it. They try to stick to one story at a time, limiting confusion by simplifying a customer’s thought process. They’re careful to avoid anything contradictory in their messaging, making sure that all details remain consistent.
They spend a lot of time dotting their i’s and crossing their t’s.
The Mouse is wise in the ways of customer service. We can learn a lot from him.
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