Empowering Customers

The other day, we went to Disneyland Paris to look at one of the ways they focus on Customer Service. Let’s head to Disneyland Hong Kong today. One of the best things you can do for customers is to provide them viable options. Empowering customers with informed choices gives them the power to influence their … Read more

Brush And Roll

Disneyland Paris’ news magazine posted an article focusing on new maintenance projects that have been established to improve the guest experience. My understanding from my inside sources is that Bob Chapek, chairman of Disney of Disney Parks and Resorts, has personally emphasized this initiative. Everyone has known that Disneyland Paris suffers from ongoing maintenance issues. Finally, … Read more

Plus Up Your Offerings

By your host, J. Jeff Kober One of the real treats during my trip to Tokyo Disneyland last summer came about mid-day when I was tired and needing a break. I was at the end of Westernland (that’s what they call Frontierland at Tokyo Disneyland) and had just experienced Big Thunder Mountain (which is a very … Read more

Be Prepared For Angry Guests

By your host, J. Jeff Kober In a recent post, we spoke about how Disney listens to its guests. We have an example of the work that goes on at Guest Relations in the Disney parks, such as City Hall at Disneyland Paris. Throughout the day, Guest Relations receives hundreds of guests. Many just have questions … Read more

Provide Guest Service—Not Customer Service

  One of the fundamental things Disneyland introduced early on was that customers be referred to as Guests, and not as customers. This tradition has carried to the present day. Even in internal writings, the word Guest is not only used in place of the customer, but it is capitalized. Why call the customer a Guest? Think … Read more

Disney’s Hollywood Studios: From Show Biz to Your Biz

This newest book by J. Jeff Kober celebrates Disney’s Hollywood Studios, and the stories, tales, and lessons behind it! I am so very excited to announce today my newest book, Disney’s Hollywood Studios: From Show Biz to Your Biz, published by Theme Park Press. I’m thrilled that it’s available in time for this week’s 25th silver anniversary … Read more

Announcing the 2nd Edition of “The Wonderful World of Customer Service at Disney”

I’m very excited to announce the 2nd edition of The Wonderful World of Customer Service at Disney. When the first edition of The Wonderful World of Customer Service at Disney came out, my rationale for writing the book came from the fact that I didn’t feel anyone was really telling people what customer service was really all … Read more

Be Our Guest. Be A Guest. Customer Service Implications

One of Disney’s most beloved films, Beauty and the Beasts, speaks to the topic of hosting others. Indeed, its signature song, “Be Our Guest,” is not only an anthem for great guest service at Walt Disney World, it’s now become a hugely popular restaurant. Guests are making reservations months ahead for formal dinner reservations, and … Read more