Innovate
for a better customer experience.
To distinguish our offerings, we must
foster a culture of innovative thinking. In a market comprising similar
products and services, the exceptional customer experience and the practical
value of our products truly make a difference. Therefore, it's essential to
consistently assess customer needs and find ways to incorporate them seamlessly
into our business strategy.
A case study on how Disney gave a
different customer experience
Innovative Approaches
MyMagic+
Disney introduced MyMagic+ 2013, a
comprehensive system that integrates various aspects of the guest experience.
This includes the MagicBand, a wearable device that serves multiple purposes:
FastPass+ Reservations: Guests can reserve access to certain attractions,
entertainment, and character meet-and-greet in advance, reducing wait times.
Park Entry: MagicBands function as tickets, allowing seamless park
entry.
Hotel Room Key: The MagicBand doubles as a room key for guests
staying at Disney resorts.
Purchases: Guests can link a credit card to their MagicBand
for easy, cashless transactions throughout the parks.
The above example proves the significant influence
of customer experience on customer satisfaction. It demonstrates how positive
customer experiences can lead to customer delight and play a crucial role in
generating positive word-of-mouth. When customers have a good experience, they
are more inclined to share it with others, thereby planting the seed of
positive brand perception in the minds of potential customers. Eventually,
these prospects may be converted into loyal customers in the future.
M.L.
Narendra Kumar
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