How do you provide the ultimate customer experience?
Start by looking at the ultimate example. Every single day, everyone at Disney strives to exceed customer expectations and deliver the best possible guest experience. For over 80 years, this singular pursuit of excellence in delivering consistent quality service has earned Disney a world-renowned reputation and ongoing business success.
At Organization Dynamics, Chris has been inspired by Disney and combines their approach with his own personal philosophy in this workshop. Chris helps companies tailor the concepts, tools and methods to their own needs. The focus will be on improving the culture of service, guest experience, and how this leads to exceptional business results.
How can it help my business?
Understanding the needs, perceptions and expectations of customers helps determine the direction of the company’s growth and sets a benchmark for quality service. This workshop will show you how to gauge these needs and design standards and processes that enable employees to consistently exceed them.
What will we learn?
Here’s an overview of what’s covered in this workshop:
Step 1: Define Quality Service
Determine your direction of growth by understanding the needs, perceptions and expectations of your customers.
- Create a model of superior quality service by paying attention to details
- Look at demo- and psychographics to create the quality customer experience your customers want and need
- Establish a common purpose and service goal for all employees to follow
Step 2: Establish Quality Standards
Build awareness of your quality standards across all levels of the organization, and ensure consistent delivery.
- Define and prioritize your standards
- Apply steps to help you reach those standards
- Build understanding of the need for 100% consistency with your workforce
Step 3: Align Service Delivery Systems
In order to provide consistent quality service, your people, place and processes need to be aligned.
- Build awareness of how quality standards can be applied to employee roles
- Grow understanding of how sensory details affect quality of the setting
- Enhance ability to describe how processes impact quality service delivery
Step 4: Integrate Quality Service
Combine quality standards and delivery systems to create a strategic plan for providing and monitoring seamless customer experiences.
- Review Disney’s ‘Integration Matrix’
- Use internal and external benchmarking tools
Learn how to:
- Tailor the approach to your needs
- Design your standards and processes
- Create metrics to measure consistency and results
- Align your people, place and process for maximum profitability