Quality Culture and Customer Retention at Disney World

The Disney terra firmaDisney initiation, or Walt Disney cosmea Resort, is a recreational resort that has infrastructure super acids, golf courses, water car parks, resort hotels and shopping areas. It is owned by the Walt Disney high society and is considered as the largest recreational resort in the world.Disney CultureThe culture espo exampled by the Disney World is proportional to the globalization of American culture. Just like the worldwide deal out of American culture and ideas, Disney culture has received a global acceptance. Disney World is presented to the human race with charm, which makes people of all ages, of different races, and different sex preferences fascinated with anything (that is associated with) Disney.The Disney culture is appealing. This is what makes Disney World rise to the top. Having focused on providing feeling entertainment to the people, Disney is able to produce reapings and services that are cherished by its guests. Marty Sklar, Vice Cha irman and Principal Creative Executive of Walt Disney Imagineering, enumerated five things that makes him exalted of Disney. These five things, which mirror the sort of culture that Disney espouses, are high-quality products, optimism for the future, great storytelling, an dialect on family entertainment and great talent, passion and dedication from our Cast Members (Sklar, 2007).Products of Disney are of high quality because the beau monde is dedicated to a tradition of innovation. With this, the guilds products and services are seen as original, creative and ground-breaking. Further more than, each product of Disney has its own story to tell, and with every story being told, there is ever a positive message for the customers. This makes Disney culture both entertaining and consider by its customers. It does not sacrifice the talent of its cast members, the storyline, and storys positive message for mere entertainment.GuestologyGuestology is a term coined by Bruce Laval, a Sen ior Manager at Walt Disney. The term is used to signify the companys aim of focusing on guest behavior.Using the idea of guestology, Disney employs a different kind of focus. The company does not follow the traditional management style, which focuses on makeupal development and managerial hierarchy. Instead, the company focuses on the guests or the customers. With such method, the company uses not the companys or organizations perspective, in determining the quality of the products. What is being used is the customers perspective. Customer experience is then given a preponderating importance.Because the perspective used is that of the customers, Disney World is able to determine what customers need and want. With the use of surveys, Disney is able to determine that customers need a clean theme park and Disney World provides them with that. Efforts are also made to extend theme park hours and expand fireworks displays in order to satisfy the customers.Customer Retention through s hade CultureThough the focus is on customers, it should not be mistaken that Disney puts customer atonement as its core. Customer comfort is important, but customer retention is regular(a) a more important thing.Often times, people take customer satisfaction and customer retention as synonymous. However, they are not. Customer retention inescapably implies customer satisfaction, but customer satisfaction does not always recollect customer retention. Disney is one among very few companies that recognize this fact. Disney is not relate merely with making its customers satisfied. It aims at giving its customers quality products and services because it is more concerned with the loyalty of its customers to whatever it offers.As aforementioned, Disney is not concerned merely with merchandising its products and services. It is not concerned merely with providing entertainment or mere satisfaction. It puts accent mark on the talents of its casts, the message that its products brings and with innovative ideas because it puts customer retention at its core. And Disney World successfully does this by its ability to produce an appealing culture.ReferenceBaker, R. (2007 May). Earning My filch Ears, Part II The Disney Approach to Customer Loyalty WWW document. URL http//verasage.com. 27 July 2007.Sklar, M. (2007, July) WWW document. URL http//corporate.disney.go.com/careers/culture.html. 27 July 2007.The HSM Group. (2005). Holding Onto Your Customers WWW document. URL http//www.hsmgroup.com/ebriefing/ebriefing08.asp. 27 July 2007.