Customer Management Plan
Disney land Paris is the number one tourist attraction site in Europe. It attracts more than 12 million visitors each year. It is giving people wonderful amusement experience. Though it flopped at first because it failed to take local cultural values and behaviours into account. When 1 they first they thought that it was enough to be Disney but they eventually realized that their guests need to be welcomed on the basis of their own cultural and travel habits. The realization and the changes it occurred has made it number one amusement park in Europe.
And it also has introduced new movie theme park to accompany the revitalized Paris attraction. The new park blends Disney entertainment and attractions with the history and culture of European film. A show celebrating the history of animation features Disney characters speaking six different languages. Description of the Organisation: When we think of Walt Disney company we think first of theme parks and animated films. Since the release of its first Mickey Mouse cartoon 75 years ago Disney has grown to become the undisputed master of family entertainment.
It perfected the art of movie animation. From pioneering films such as Snow White and the Seven Dwarfs, Fantasia,
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Making it the world’s number one tourist attraction. The resorts 4 major theme parks Magic kingdom, epcot, Disney-MGM studios and Disney’s animal kingdom brim with such attractions as Cinderella’s castle, space mountains the tower of terror, body wars, the Kilimanjaro safari, big thunder mountain railroad, typhoon lagoon, buzz light-year’s space ranger spin, and honey L shrunk the audience. But these attractions reveal only part of the Disney world value proposition. In fact 2 what visitors like even more they say is the parks sparkling cleanliness and the friendliness of Disney world employees.
In an increasingly rude, dirty and mismanaged world, Disney offers warmth cleanliness, and order. As one observer notes in the magic kingdom, America still works the way it is supposed to. Everything is clean and safe, quality and service still matter and the customer is always right. Thus the real Disney magic lies in the company’s obsessive dedications to its mission to make people happy and to make a dream come true. The company orients its entire people from the executive in the corner office, to the monorail driver, to the ticker seller at the gate around the customer’s experience.
On their first day all new Disney world employees report for a 3-day motivational course at Disney University on Orland, where they learn about the hard work of making fantasies come true. They learn that they are in the entertainment business. Case members in the Disney world show. The job of each cast member is to enthusiastically serve Disney’s guests. Before they receive their theme costumers and go on stage employees take courses titled traditions, in which they learn the Disney language, history and culture.
They are taught to be enthusiastic, helpful, and always friendly. They learn to do good deeds, such as volunteering to take pictures of guests so that the whole family can be in the picture. Rumour has it that Disney is so confident that its cast members will charm guests that it forces contact. For example many items in the parks gift shops bear no price tags, requiring shoppers to ask the price. Cast members 3 are taught never to say it’s not my job. When a guest asks a question whether its where’s the nearest restroom?
Or what are the names of snow white’s seven dwarves? They need to know the answer. If they see a piece of trash on the ground they pick it up. They go to extremes to fulfil guest’s expectations and dreams. For example to keep the magic kingdom feeling fresh and clean, five times a year the main street painters strip every painted rail in the park down to bare metal and apply a new coat of paint. Walt Disney Company 4 always wants to give their guests an enjoyable moment. Disney’s customers delight mission and marketing has become legendary.
Its theme parks are so highly regarded for outstanding customer service that many of America’s leading corporations send managers to Disney University to learn find out how Disney does it. However as it turns out theme parks are only a small part of a much bigger Disney story. These units make up only a small part of today’s Walt Disney Company Empire. In recent years, Disney has become a real study in strategic planning. Via the 1990’s seeking growth, Disney diversified rapidly, transforming itself into a $25b international media and entertainment conglomerate.
Someone might be surprised to learn that beyond its theme parks, the Walt Disney Company now owns or has a major stake in all of the following: a major television and radio network, ABC along with 10 company owned television stations, 29 radio stations, and 13 international broadcast channels. 165 able networks including the Disney channel, lifetime television, toon Disney, soaps net, ESPN, A&E, the history channel, Entertainment and ABC family channel. Four TV production companies and eight movie productions and distribution companies including Walt Disney pictured touchstone pictures, Hollywood pictures and Miramax films.
Five magazines are publishing groups including hyper ion books and Miramax books. Five music labels including Hollywood records and mammoth records. Nineteen internet groups including Disney online, Disney’s blast, ABC Company and ESPN sport zone, family. com, toysmart. com nascar. com, nba. com and NFL. com and Disney interactive, which develops markets, computer software, video games, and CD ROMs. The Disney store 660 retail store locations carrying Disney related merchandise. Disney cruise lines. Two sports franchises the mighty ducks of Anaheim hockey team and the Anaheim Angels baseball team.