Inside the Magic Kingdom by Tom Connellan

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Inside the Magic Kingdom by Tom Connellan 09/08/2013 We all aspire to create a magical experience for our customers so they become part of the family and also become customers for life. Inside The Magic Kingdom includes seven lessons that can be implemented in any organization to emulate Disney magic or "pixie dust." Tom Connellan communicates the lessons using a "business novel" or story approaches of business executives being led by a facilitator to better learn how Disney does it. Here is a list of the lessons: 1. The competition is anyone the customer compares you with. The customer is judging you by comparing his or her experience with your company compared with his or her experience with every other company. So let’s not just compare ourselves to John Deere, our customers are exposed to different kind of experience every day. Let’s benchmark ourselves with the cars companies, phone companies and any companies that are willing to go the extra miles to satisfy their customers. 2. Pay fantastic attention to detail. Get the little things right and the big things may take care of themselves. Customer experience is all in the details. This definitively an area Kubota should focus on. Every detail is important 3. Everyone walks the talk. You need a buy-in to customer delight from the CEO to the janitor. 4. Everything walks the talk. Disney even uses 24-karat gold-leaf paint on its carousels. The customer may not know the difference, but everyone who works at Disney knows the difference. We sell premium tractors everything needs to reflect this aspect. If we do something we have to do it right or not do it at all. 5. Customers are best heard through many ears. If the purpose is to please the customer so he or she wants to come back for more, it’s a good idea to know what the customer likes and doesn’t like. That goes beyond a

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