I want to share with you the great experience of having worked for Epcot Disney and the Disney company.<\/p>\n\n\n\n
Disney is a magical world to learn about quality of service and how to generate wow experiences.<\/p>\n\n\n\n
At Disney they don't have employees, but rather cast members who prepare every day to perform a show, it's part of the secret of the experiences.<\/p>\n\n\n\n
Getting out of spectator mode and into consultant mode and pointing out Disney's mistakes and opportunities was a huge challenge.<\/p>\n\n\n\n
At Disney they don't have customers, they have spectators or guests who come to visit them at their home or their show.<\/p>\n\n\n\n
Any company can generate that feeling in its customers.<\/p>\n\n\n\n
The first tool that Disney uses is the one that says that experiences are not a coincidence, you have to train them, manage them.<\/p>\n\n\n\n
The starting point is the famous journey map, understanding what the customer's action is, what they are going to do from the moment they visit you. There will be a first point of contact that cannot fail. Your last point of contact is the fireworks that cannot fail either.
The first and last point of contact with the customer are the key.<\/p>\n\n\n\n
Another big point is Expectation versus Reality, what does the customer expect and what are you providing them?<\/p>\n\n\n\n
Understanding that there is also the setting of expectations, being able to know what the client expects from you to understand how they will leave. In general, we do not know what the client expects from us. That is why, today in the world of experiences, having a satisfied client is not enough.<\/p>\n\n\n\n
If we want to be memorable, we have to generate a surprised customer, who when they enter the organization leaves saying 'I left feeling different'.<\/p>\n\n\n\n
A great experience should be like a great story, where people come in one way and leave in another. That is what we do in our experiences, such as the Master in Sales program, which we have with sellers from all sectors and from various countries. You can see the details here on the page.<\/p>\n\n\n\n
If we want to be different we have to learn to design original experiences.<\/p>\n\n\n\n
And to do so, there are three main pillars: The Process allows you to plan, to get ahead. If you get ahead of time, you save time and money.<\/p>\n\n\n\n Processes will teach you how to recover service. You will make mistakes when managing a customer experience. There is no such thing as a perfect organization, but there is such a thing as recovering service.<\/p>\n\n\n\n The second detail to manage: Places<\/strong>. Do you know how we have to work to generate experiences that make us stand out from the rest?<\/p>\n\n\n\n Manage in such a way that the finer details are taken care of. Remember what I teach: \u201cthe devil is in the details.\u201d If you don\u2019t take care of them, he will appear.<\/p>\n\n\n\n We have to pay attention to those details that the market or the competition takes for granted and that will make the experience different.<\/p>\n\n\n\n Finally: people<\/strong>. Every time we have to go out and look for opportunities for improvement, we will analyze each point of contact.<\/p>\n\n\n\n First: do we have a process or not?<\/p>\n\n\n\n Second: Are the details well managed? Is everything in place to make these touchpoints positive?<\/p>\n\n\n\n Third: people.\u201d Thank you for reading me. We continue to communicate closely. <\/p>\n\n\n\n DrRoch<\/p>","protected":false},"excerpt":{"rendered":" Te quiero compartir la gran experiencia de haber trabajado para Epcot Disney y para Disney company. Disney es un mundo m\u00e1gico para aprender sobre calidad de servicio y c\u00f3mo generar experiencias wow. En Disney no tienen empleados, sino miembros de un elenco que todos los d\u00edas se preparan para brindar una funci\u00f3n,es parte del secreto […]<\/p>\n","protected":false},"author":1,"featured_media":7635,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17,18],"tags":[],"class_list":["post-7634","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articulos","category-blog"],"yoast_head":"\n
The first, the most boring word in the marketing world: Processes<\/strong>.
Without processes there is no magic, law number 1.<\/p>\n\n\n\n
People become conformist, we become automatic and we start to act.<\/p>\n\n\n\n
There won't be a great show if the cast members don't believe it first. To do this, we created a tool to cross the famous journey map<\/em> with the design of the experience.<\/p>\n\n\n\n
The 3 magic questions that the world of experiences teaches you: Were your expectations met at this conference? Would you buy from me again? Will you return to my organization? The third and most important: Would you recommend me?<\/p>\n\n\n\n