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KEYWORDS: Art Science WOW Exceeding Experiences Guests Little details Compass Finest Foundations Truth Priorities Promise Impressions Performance Tips Global Local Stage Show Everything speaks Flow Combustion Alignment Complete Moments Logical Merged Collaborate Explore Combinations Imagination Maps Perfecting Headliners: standards and delivery systems that are natural matches to meet guest expectations i.e. cast and courtesy, setting and show and process with efficiency. Landmarks: the remaining combinations used together to surprise and delight guests. 17 CUSTOMER CENTRICITY Some Disney Quality Cues 1. First lasting impressions for employees and customers are Disney-speak key. Focus on the little details. 2. Communicate the heart and soul of the organisation ATTRACTIONS: rides or shows through orientation for everyone. CAST MEMBER: employee 3. Speak a service language and wear a service wardrobe to GUEST: customer showcase your brand. Build that brand by being ONSTAGE: Public Areas consistent. BACKSTAGE: behind the scenes 4. Establish a set of performance tips that provide guidance COSTUME: uniform and set the baseline for measurement. 5. Build a performance culture locally that describes location AUDITION: interview specific behaviours, mannerisms, terms and values. Think ROLE: job global, act local. HOST/ HOSTESS: frontline 6. Empathise with your individual VIP customer and seek to employee always see things from their perspectives. IMAGINEERING – the blending DISNEY MAGIC 7. Communicate with visual literacy using colour, shape and of creative imagination and form as well as language. 8. Make it a sensory experience (sight, sound, touch, taste technical know-how and smell) and brain friendly for learning. 9. Tell your story – one idea at a time - through the setting – Showcasing the simplicity and walk through your service experience and use it to guide power of the language your customers. 10. Communicate critical cast audience and location specific content. In memorable ways Be clear on your objective and use minimal fit for purpose channels / techniques. 11. The 3 features of great service moments: High touch (connecting), high show (vivid presentations) and high –tech (cutting edge of what is possible). 12. Create Storyboards to map experiences from your customer perspectives – linked to your key touchpoints – visualise the journey. learn from it and take action. Book Summary from ‘Be our Guest’ by the Disney Institute