The Wonderful World of Customer Service at Disney” is a celebration of great business practices that can be applied to your own service organization. See it from the eyes of J. Jeff Kober, who is the foremost thought leader in benchmarking practices [...]
It can be a little overwhelming trying to sort out the MyMagic+ program and all that it implies. Moreover, what does it mean for the Guest experience? Walt Disney World Eyes & Ears–the newsletter for Cast Members–has been updating its employees on the progress of MyMagic+. Here are some quotes to give you further insight as to what is being emphasized to the Cast Members:
What has been the Guest feedback about the My Disney Experience app?
“Overall, Guests really like the app and want everything faster. The latest release has been a big improvement for our Guests–faster access to information is something we are always focused on. Guests never want to wait so we are making sure the app is as fast as possible.” –Gary Daniels, Director, Product Management
Relative to the park’s entry, how did the team come up with the V-shaped design?
“The overall goal was to create as open of an entrance as possible while still keeping appropriate controls in place. We went through several tests and designs to get to what you see today. We not only wanted to create an open and inviting feel, but it was also important to maintaing the theming and tailor each set of touch points to the specific location.”–Scot Reynolds, Director, Experience Development
Since making enhancements to the payment experience, what has been the reaction?
“As you’d see in the test-and-adjust phase for any new product or service, we’ve been able to learn, make adjustments and improve the experience. We eliminated the need for Cast Members to take a Guest’s credit card and enter the last four digits, enhanced Wi-Fi in support of Outdoor Vending and reduced reboots. One of the biggest wins is the ability for Cast Members to see the number of meal coupons available on a Guest’s meal plan with a simple touch Cast Members enjoy having that information available for the Guests instantly.” –Snehal Desai, Director, Information Technology
What does Disney FastPass+ Service mean for the overall theme park experience for our guests?
“They’re going to have lots more choices! We’ve been talking about how we’re more than doubling the number of experiences available with [Disney]FastPass+[service], and we’re seeing that take shape as new signs are being installed across the parks. But the biggest change is that Guests will be able to enjoy our parks at a more relaxed pace. They’ll have reserved access to some of their favorite attractions, shows, parades, character meet-and-greets and nightime spectaculars, and their exepriences will be organized in a logical, leisurely flow around the park. Our Guests will be able to spend more time together just having fun.” John Dent, Director, Park Operations Development & Integration
What puts the “+” in Disney PhotoPass+?
“Guests can now get all of their photos in one package-not just the ones taken by roving photographers but also those captured at character meet-and-greets, attractions and dining experiences. Including attraction photos is a big win; people love to see their reactions during key moments, and there isn’t a way for them to truly freeze those moments in time for themselves. By purchasing Disney PhotoPass+, now they get to keep all of their attraction photos along with the rest of their memories.”–Beth Patterson, Director, New Media Experiences
Will this be rolled out to Disneyland and other Disney parks around the world?
“While we’re currently focused on rolling this out at Walt Disney World, we’re also exploring ways we can use what we’ve developed to continue to raise the bar on our Guest experience at our parks and resorts around the world. Each of our destinations is unique so how we incorporate these elements won’t be a “one size fits all” approach; it will look different at each of our sites.” Tom Staggs, Chairman, Walt Disney Parks and Resorts