Walt Disney World has a corner on the magic market. Not only are the Disney rides and food some of the world’s greatest, but their personnel, aka Cast Members, are some of the friendliest and most helpful in the world. This is not an accident. Disney takes great pains to train all of it’s employees to provide the very best customer service possible. Everyone from the princesses to the street sweepers, and even the cast members you never see, has been trained in the Disney manner of treating customers.
This bit of Disney magic has not gone unnoticed by other corporate entities. In fact, they pay the folks at Disney to teach them how to provide the same magical customer service. Disney has a special organization, called the Disney Institute, that has been created to teach corporations and other organizations the secrets behind leadership development, quality service, customer loyalty, organizational creativity, and teambuilding.
Some of the companies that use the services of the Disney Institute include:
AAA
ABC Radio News Network
ADT Security Systems
Allstate Insurance
AMC Theatres
American Express Corporate Services
Amtrak
Blue Cross and Blue Shield
Brigham Young University
Centers for Disease Control
Chevrolet
Chrysler Corporation
Clemson University
Delta Air Lines
Exxon
Ford Motor Company
General Motors
IBM
IRS
Johnson & Johnson
Kraft Corporation
Learning Express, Inc.
Mailboxes Etc.
Make-A-Wish Foundation
Mayo Clinic
McDonald’s
Merrill Lynch
Nestle Food Services
Pfizer
Phillip Morris Incorporated
Ralston Purina Corporation
Saturn
Sears, Roebuck & Co.
Sony Electronics
Target
Toys “R” Us
US Army
US Department of Education
United Airlines
Western Union
YMCA
The Disney Institute has coached thousands of executives and other workers from these organizations and more since 1986. Recently, Miami International Airport, ranked among the nation’s worst airports for customer service enlisted the help of the Disney Institute. Maybe a little Disney magic could help!
According to Bruce Jones, programming director for the Disney Institute:
“Many organizations think they’re different from Disney, and therefore can’t learn from an entertainment or a parks and resorts business.”
“Just think of the airport business. The reality is both businesses have millions of people each year waiting in line for a ride.”
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The Villas at the Disney Institute