strategy of preeminence Martin Lee on 24 Jan 2008 03:48 pm
The Disney World Experience
One of the fundamental strategies taught by Jay Abraham is the strategy of preeminence.
Today, let’s have a look at a company that does that extremely well, Disney World.
If you have ever been to Walt Disney World, you will know that most of the time, the customer experience is fantastic. This is not something that happens by chance. Disney places a very high emphasis on the customer experience and everything it does is geared towards that.
This aspect is considered from the strategic level down to the tactical level. For example, the theme, setting, staff (or cast), processes, etc.
They even have a company, Disney Institute, to conduct customer service training to all their staff.
If you want to improve your customer’s experience, here are some tips that you can pick up from them:
- While not everything that goes wrong is your customer’s fault, it is your problem to resolve it.
- Make a personal connection.
- Make individuals feel special.
- Surprise and delight your clients from time to time.
- Always seek feedback and make improvements.
- Pay attention to details.
Here are some case studies of how some organizations have embraced and adopted the Disney experience.
I haven’t got a chance to visit Disneyland yet but you can be pretty sure that I will be there sometime in the future. Ticket prices have been increasing steadily throughout the years though. 🙁
What about you? Have you ever been to Disney World and if so, how was your experience there?
You might also be interested to know that Jay Abraham will be speaking at a Business Growth & Viral Marketing Expo in Disney World next month.
on 28 Jan 2008 at 12:33 pm 1.Lily said …
I’ve never been to Disney World, and same as you I want to be there someday…I think strategy of preeminence is now important to be applied. Having good business experience, customers will back to us so our business will keep running well. All company should apply this strategy.
on 29 Jan 2008 at 8:13 pm 2.Peter said …
I`v been to disney world and I think there is incredible 🙂
on 30 Jan 2008 at 4:27 pm 3.Martin Lee said …
Yes, it’s all about relationships as well…
on 05 Jun 2009 at 4:10 pm 4.Oskar said …
Disney does this well but they are a HUGE company… I think it’s difficult to relate for an average small biz owner to this level.
on 10 Nov 2009 at 11:44 am 5.imam wahyudi said …
I think the key point of this case in that your customers have to feel fantastic all the time. Since check in until check out. Since log in until log out. And this is easier to apply on small companies rather than on big companies. (response to Oskar).
Regs,
Imam Wahyudi,
of Indonesia