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I’m Danny Ozment — marketing consultant, brand strategist, and podcast producer.

Walt Disney World and 5 Pillars of a Great Customer Experience

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Those of you who know me, know I love Walt Disney World. And the number one reason I love it is the Disney level customer service. It’s legendary. Corporations travel to Disney all the time to learn from them. To learn how they make their customer experience so amazing.

Inarguably, quality of both service and product form the foundation of great customer service. Like that restaurant, we can offer a stellar product, but if our service is lousy, we’ll turn people away. Likewise, we can’t just eke by on wonderful service if our product stinks. And while the restaurant example deals with a tangible product, the same holds true when our “product” is a service.

Whether you like it or not, “The customer’s perception is your reality.” In the end, it really doesn’t matter how we view our products and services if our customers perceive them differently.

But for the purposes of this episode, let’s assume that you have a great product that people want. So, let’s focus on your customers’ experience.

In this episode you’ll learn 5 pillars of the customer experience:

  • Doing what you promised
  • Establishing systems
  • Personalization
  • Repeat customers
  • Make it easy


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