Listening To Your Customers


The Magic Kingdom surveys guests on a continual basis.  They have several ways they do this.  They feel that “guests are best heard through many ears.”

Disney has what they call “super greeters” that roam the parks and ask guests to take surveys. Now since they all are trained to “walk the talk” they never have problems with guests not wanting to help out.

The computer program for the survey uses Tinkerbell and other Disney characters to liven up the process.  They have found that guests really enjoy participating in the surveys.

They also use cast members in various positions throughout the park to keep their ears open to what guests are saying and report daily with any issues they may hear.

Such as a popcorn vendor who is asked for a grounds map and does not have them at his stand.  If this request happens more than a few times, Disney will make sure maps are made available at that stand.

Disney also will send follow-up surveys to guests after they have returned home from vacationing at one of their resorts to get the guests feedback, which is very valuable.

It takes listening to your customers and documenting their feedback in order to see what they are looking for in your business.

Lesson 4: Customers are best heard through many ears.

  • How can the people in your workplace “put on their ears” to track customer satisfaction?
  • How could you make the process of gathering feedback more creative and fun?
  • Impact of immediate action is important, how can you quicken your response time to your customers needs?
  • What listening posts can you use to hear your customers?
  • How can you become more responsive to your customers needs?

Walt Disney had a dream to build a place for people to come and forget about the outside world.  He accomplished that very dream.

We can build businesses for our customers that will make them forget about doing business anywhere else. It just takes the time to listen to your customers and then acting upon what you hear.

“You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” ~Walt Disney


5 thoughts on “Listening To Your Customers

  1. This is valuable info. So often I hear (from bigger business) that the feedback from customer surveys is unreliable, too granular, irrelevant and not valuable. I’m always of the opinion that the fault is with the surveyors NOT the surveyed. Disney proves that undoubtedly. Thanks for this corroboration. 🙂

    • Hi Stu, thank you for your comment. I had the opportunity to be surveyed in my hotel tower and it was an honor to give my input so that the Disney legacy would be upheld for others to enjoy. 🙂

  2. Pingback: Listening To Your Customers | North Jersey Small Business Forum

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s