disney magic transforming the student experience with world- class customer service
TRANSCRIPT
Disney MagicDisney Magic
Transforming the Student Experience with World-Class Customer ServiceTransforming the Student Experience with World-Class Customer Service
Be Our GuestBe Our Guest
“Whatever you do, do it well. Do it so well that when people see you do it they will want to come back and see you do it again and they will want to bring others and show them how well you do what you do.”
–Walt Disney
Ultimate TestUltimate Test
“What time is the 3:00
parade?”
But this is Education...But this is Education...All right, we're excited. First day of school, here we go. –Marlin, Finding Nemo
K 75% of people share bad experiences
K 26% are more like to share a bad experience than a good one
K As many as 18% of students lost due to customer service issues
K Increase in student satisfaction = 80% more likely to persist
K 1st-Year students need caring and community
K Retention is complex, but every little bit helps!
“The more you are like yourself, the less you are like anyone else, which makes you unique.”
–Walt Disney
Every Guest is ImportantEvery Guest is Important
Always Be “Show Ready”Always Be “Show Ready”
“Good Heavens, child! You can’t go dressed like that!”-Fairy Godmother,
Cinderella
"Whenever I go on a ride, I'm always thinking of what's wrong with the thing and how it can be improved.“ –Walt Disney
Strive for ImprovementStrive for Improvement
Provide an Immersive Experience
Provide an Immersive Experience
“I don't want the public to see the world they live in while they're in the Park. I want them to feel they're in another world.“
–Walt Disney
WOW MomentsWOW Moments
“Never get bored or cynical. Yesterday is a thing of the past.”
–Walt Disney
The TestThe Test
“What time is the 3:00
parade?”
Disney Magic
Transforming the Student Experience with World-Class Customer ServiceTransforming the Student Experience with World-Class Customer Service