Disney Theme Park operations put a tremendous amount of attention to its parks’ customer experience … in fact, one could say the Disney theme park mystique is 100% about immersing the customer in the culture of Disney movies and character history.
Thousands of employees are employed ‘on stage’ each day at Disney parks to help create this customer experience immersion.
What are the ways Disney uses its ‘on—stage’ employees to create the best possible customer experience? Consider:
1. Each customer-facing employee is expected to be “show ready” whenever they are on stage. Everyone has a part to play as a component of the show.
2. On stage, the show is on … everyone follows costume and customer interface guidelines. Breaks and relaxing are ONLY allowed in areas unavailable to guests.
On-stage
3. Everyone is responsible for ensuring parks remain “clean, friendly, and most of all, fun”.
4. All stage employees are encouraged to be “assertively friendly”. They are to seek out those who look like they need help before they come looking for help.
5. Everyone “on the stage” has a casting role, and as such, is responsible to contribute to the positive customer experience.
