Once upon a time, in the streets of California, there was a place full of magic: Disneyland. With the imaginative stories from Walt Disney coming to life, adults and children alike flock to the theme park and live out their childhood dreams.
In Help Scout’s blog, they explore the tricks of the trade that have equated to Disney’s success over the decades. One of the contributing factors was Walt’s attention to quality customer service. For example, if a child waits countless hours in line for a ride, only to find out they’re too short, it’s simply too bad. Rather, that’s how other theme parks would respond. At Disneyland, that customer will receive a special pass to bypass the lineup for another ride, thus nullifying the tortuous wait again. This service is simple, yet highly effective as the theme park has a return rate of 70% for first time park goers.
Another tactic used by the founder was testing out the rides for himself. By disguising his appearance, he went on rides as an average customer would. After finishing, he would alter the rides until it met his level of satisfaction.
This care and attention that Walt Disney had for his theme park is displayed with every visit. The amusement park goers not only develop an attachment to the lovable characters and traditions, but also to the creator himself.
Sources:
Help Scout: How Disney Creates Magical Experiences (and a 70% return rate)
Statista: Disneyland Anaheim, California Attendance 2009-2014