LoginSign up
MyCustomer
Subscribe to Newsletter
Menu
Marketing
StrategyTechnologyData
Sales
Sales performanceCRMEcommerce
Service
ManagementContact centresChannels
Customer Experience
EngagementLoyaltyVoice of the Customer
Resources
Whitepapers & researchPodcastsGlossaryBrand news
CX Leader of the Year 2023
2022 award finalists
Sessions
On Demand
Brand Directory
Blog
Subscribe to Newsletter
Steven Walden
Steve walden
Member Since: 13th Sep 2006
LinkedIn
Website
Steven Walden
Director of Customer Experience TeleTech Consulting
  • Articles
  • Blog posts
  • Discussions
  • Discussion replies
  • Comments

My answers

21st Jul 2012

Great question from Jo. Where would Disney sit when it's goals are to entertain i.e., marketing goal is I want to be entertained/ get a wow? The answer is simple. Disney is high process high entertainment. Entertainment related goals are the reason to buy. Importantly from this starting point,experience is the main means to add-value as Disney is not focused on price competitiveness or adding service features (bigger restaurant) but building in entertainment wows! A wilder ride or a great new experiential hotel. They are competing by building experiences - some of which are brand extensions such as the Disney village. Again, it is not just about their starting point - to entertain - but how they use entertainment wows to compete and stretch the definition of what a theme park means, just as overbuy or lush stretched the definition of their markets by experience additions.

 

Reply to
What the heck is Customer Experience Management! A value-based approach

Most read this week

Management
20th Sep 2023

Help internal customers look after external ones

by
Stephanie Edwards
Any Answers comment Icon 2
People holding hands

Trending

Management
20th Sep 2023

Help internal customers look after external ones

by
Stephanie Edwards
Any Answers comment Icon 2
Technology
21st Sep 2023

Why AI won’t threaten personalisation

by
Mary Nelson
Engagement
1st Oct 2019

The CX thought experiment that CEOs must conduct

by
Steven Keith

Latest resources

Webinar
How to use AI to anticipate, advise and improve experiences
Whitepaper
AI in the contact centre: pitfalls to avoid
Guide
Designing a world-class CX approach
Research
The health of the contact centre
Linked Twitter icon Linked Facebook icon Linked LinkedIn icon Linked Soundcloud icon
  • About MYC
  • About SIFT
  • Glossary
  • Advertise
  • Terms of use
  • Privacy policy
  • Sub-Processors List
  • Site rules
  • Contact us
Copyright 2023 Sift
Sift