Disney_final paper - RMT 366 Final Paper DRAFT Laske Chad...

This preview shows page 1 - 2 out of 3 pages.

RMT 366 - Final Paper - DRAFT Laske, Chad Disney Disney is an industry leader in creating amazing customer experiences and loyalty to their brand. This is not by happenstance. It is part of their core principles and it is stronger now than ever before. Disney has consistently delivered these experiences and as a result, built an incredible business. This has allowed them to continue to innovate, invest in technology and focus on what matters the most – their guests. “Through consistent and successful delivery on the brand promise, guests become more engaged and build a relationship with the company – an emotional connection.” (James, 2013) With every interaction, it is a new opportunity to strengthen their relationships with their guests. Purpose: Interacting with Customers Strategy: Creating one to one interactions Like Chapter 7 describes, Disney wants to create an emotional connection with each customer. They want to meet every individual need of each and every customer. Creating one to one interactions with customers is a strategy to deepen their awareness and relationship with each customer. Walt Disney believed in this from the very beginning. He wanted visitors to be treated not as just another paying customer, but as ‘guests in our own home’. “He knew that if customers believed that everyone in the organization cared about them, they would be loyal to Disney.” (James, 2013) Disney does this by creating “magical moments” for guests. They take the time to create a special memory for each guest whenever possible. No matter how this is done, employees are encouraged to create an emotional connection with guests. Disney wants
Image of page 1

Subscribe to view the full document.

Image of page 2
  • Fall '14
  • Walt Disney World Resort, Disney Vacation Club

{[ snackBarMessage ]}

Get FREE access by uploading your study materials

Upload your study materials now and get free access to over 25 million documents.

Upload now for FREE access Or pay now for instant access
Christopher Reinemann
"Before using Course Hero my grade was at 78%. By the end of the semester my grade was at 90%. I could not have done it without all the class material I found."
— Christopher R., University of Rhode Island '15, Course Hero Intern

Ask a question for free

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern