Sunday, August 3, 2008
chapter 7: delighting your customers
Delighting your customers is yet another chapter about creating customer satisfaction. A real life example given during the lecture was Walt Disney. I am sure nobody is new to Walt Disney. They are so successful that not only children like them, teenagers and adults adore them too! Especially Winnie The Pooh and Mickey Mouse etc. I really think it is a pity as I have never been to any of the Disney land before.Ru Hui presented on Walt Disney for the assignment on Service Culture. She was really so passionate about the company which left me a deep impression. Even though I have not been to Disney land personally, I could imagine the high service standard rendered based on her vivid descriptions.
Below is a comment from Trip Advisor:
Jul 25, 2008
From the moment we arrived onto the Walt Disney World property aboard the Disney's Magical Express coach our hearts pounded with excitement and our eyes could not take in all the splendor of Disney. Starting with our arrival at the Movie's All Star Resort we felt a spring in our step as we checked into what is considered one of Disney's moderately priced resorts. The decor was unique and exciting, the property full of Disney characters 4 stories high, great themed swimming pools and the lobby, boasting a full food court, a Disney Store and video arcade gave the two of us the most we could ask for considering we would just be here to sleep at night. The staff was more than friendly and sang me Happy Birthday upon arrival, and on my birthday, there were balloons and an autographed photo of Mickey Mouse in my room. That night and the following days led to a wonderful magical experience at all of the four parks and Downtown Disney. From Spaceship Earth at Epcot to The Festival of The Lion King at Animal Kingdom, and the stunning fireworks display in the enchanted Magic Kingdom, there was a glow about us that had long been forgotten. I'm 47 and my wife is 57, but twice a year we look forward to the pixie dust that falls over us and takes us back to a time when we were young, rejuvenates our spirits, and makes us feel young all over again.
The friendliness of their staffs was vividly shown in the comment above. By singing Happy Birthday to her, they are showing empathy towards their customers. Empathy is an important element in customer service as it shows that the company really does care about their customers. It is the heart-felt feeling that touches everyone’s heart.
A picture to end off:
Reference: http://i27.photobucket.com/albums/c174/Tiger9_1955/1179576584_walt_disney_icons.jpg
