building customer loyalty, Business, customer experience, customer journey, customer management, customer satisfaction, customer service, Disney, Flavio Martins, Walt Disney, Walt Disney Company, Win the customer, Wow
- Do what you do so well they want to come back and bring their friends.-Walt Disney
- To Disney, a 1% increased in customer loyalty, translates into millions in revenue each year
- Every detail of the encounter sends a message to the customer. Phone calls, emails, live chat, even Web sites speak to customers.
- At Disney, every team member knows, studies, and understands the behaviors, mannerisms, terms, and values that are specific to his or her job function.