The Magic Of Disney: 3 Things That Make The Company Unique (Copy Them)

They’ve inspired a cult-like following, not just with children but of parents.

Visit my office sometime; I’ll show you where part of the cult works. The way they swarm clients with incredible products and experiences is remarkable.

Anyone looking to improve their sales and customer service game, take these lessons from Disney:

Be ruthless at removing friction from the customer experience.

Friction causes customer churn or causes leads to never make a purchase.

I went to a theme park that wasn’t Disney-operated. The staff was mediocre at best. They weren’t “happy.” It felt like they hated their job.

Once you experience Disney, it makes everything else feel cheap — even when ticket prices are comparable.

Everything and every Cast Member at Disney are there to remove friction and improve the customer experience.

The smallest details matter.

When you’re at Disney, everything matters, even the trash cans.

Walt Disney understood the more you keep a place clean, the more likely the guest will throw away their trash. So he researched how far someone would walk before they’d toss their trash on the ground. He concluded it was 30 feet.

Wherever you go at a Disney park, a trash can is never more than 30 feet away from you.

Always innovate.

Disney has an Imagineering team.

But they rarely start with an idea and imagine it into existence. They have a deep understanding of their customer’s wants, needs, and desires. Innovation begins with the end-user.

They continually get feedback from their customers and look for innovative ways to improve the customer experience.

TL;DR

• Ruthlessly remove friction from the customer experience.
• The smallest details matter.
• Constantly innovate with the customer in mind.

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