By Bruce Jones, Senior Programming Director, Disney Institute
Many business professionals around the world who take our courses tell us that attention to detail often ranks low on their company’s list of priorities, is easily overlooked, or, worst of all, is altogether absent.
At Disney, we consider attention to detail something of an art. Our professional training book, Be Our Guest, describes founder Walt Disney’s passion for detail: “Walt was famous for his eye for detail, and he made sure that everyone paid the same attention that he did.”
Today, Walt’s enthusiasm for detail still permeates our company and its values. Such attention to detail is apparent at every turn in Disney parks and properties.
READ MORE FROM DISNEY INSTITUTE:
We’ve woven attention to detail and creativity into the entire guest experience.
From the signature “Have a magical day” that guests hear from our telephone agents, to the “Welcome, foolish mortals” that they hear at the Haunted Mansion, these small but important touchpoints demonstrate our devotion to detail, making sure that our guests—and our Cast Members—know that they’re worth the extra effort.
Any company, regardless of industry, can use attention to detail as a strategy to differentiate its business and brand. A high-quality customer experience must be designed across all touchpoints, no matter how insignificant.
Quality is in the imperceptible things customers might not even know they see, and the opposite can be true as well: If your customers sense that your company pays attention to even the smallest detail, what might they sense if your company turns a blind eye to detail?
Many organizations “undermanage” or ignore small details, but these very details are the ones that, when overlooked, detract from the customer experience. Your brand must deliver a high-quality experience everywhere your customers come in contact with you, whether in person or online.
Now that you know how important it is for companies to pay attention to detail, take a look at your organization from your customers’ point of view. Could your organization “plus up” any details?
If so, don’t hesitate to do it. Implementing even a small change could delight your customers, and your organization should view this as an investment in creating a unique customer experience.
Source: https://hbr.org/sponsored/2017/02/how-an-eye-for-detail-can-reinvent-the-customer-experience
Many business professionals around the world who take our courses tell us that attention to detail often ranks low on their company’s list of priorities, is easily overlooked, or, worst of all, is altogether absent.
At Disney, we consider attention to detail something of an art. Our professional training book, Be Our Guest, describes founder Walt Disney’s passion for detail: “Walt was famous for his eye for detail, and he made sure that everyone paid the same attention that he did.”
Today, Walt’s enthusiasm for detail still permeates our company and its values. Such attention to detail is apparent at every turn in Disney parks and properties.
READ MORE FROM DISNEY INSTITUTE:
- Great Customer Service Starts with a Clear Purpose
- How a Jungle Cruise Provides a Lesson in Exceptional Customer Service
- Why Your Employees and Colleagues Might Be Your Most Important Customers
- How Positive Reinforcement Keeps Employees Engaged
- Great Leaders Show Genuine Care for Their Teams
We’ve woven attention to detail and creativity into the entire guest experience.
From the signature “Have a magical day” that guests hear from our telephone agents, to the “Welcome, foolish mortals” that they hear at the Haunted Mansion, these small but important touchpoints demonstrate our devotion to detail, making sure that our guests—and our Cast Members—know that they’re worth the extra effort.
Any company, regardless of industry, can use attention to detail as a strategy to differentiate its business and brand. A high-quality customer experience must be designed across all touchpoints, no matter how insignificant.
Quality is in the imperceptible things customers might not even know they see, and the opposite can be true as well: If your customers sense that your company pays attention to even the smallest detail, what might they sense if your company turns a blind eye to detail?
Many organizations “undermanage” or ignore small details, but these very details are the ones that, when overlooked, detract from the customer experience. Your brand must deliver a high-quality experience everywhere your customers come in contact with you, whether in person or online.
Now that you know how important it is for companies to pay attention to detail, take a look at your organization from your customers’ point of view. Could your organization “plus up” any details?
If so, don’t hesitate to do it. Implementing even a small change could delight your customers, and your organization should view this as an investment in creating a unique customer experience.
Source: https://hbr.org/sponsored/2017/02/how-an-eye-for-detail-can-reinvent-the-customer-experience
RSS Feed