'Quality Culture and Customer Retention at Disney World\r'

'The Disney existenceDisney population, or Walt Disney World Resort, is a recreational resort that has root word parks, golf courses, water parks, resort hotels and shopping aras. It is owned by the Walt Disney Company and is considered as the largest recreational resort in the world.Disney CultureThe culture espoused by the Disney World is proportional to the globalization of American culture. Just like the worldwide splay of American culture and ideas, â€Å"Disney culture” has received a global acceptance. Disney World is presented to the human race with charm, which makes slew of all ages, of different races, and different gender preferences interest with anything (that is associated with) â€Å"Disney.”The Disney culture is appealing. This is what makes Disney World rise to the top. Having focused on providing prime(a) entertainment to the people, Disney is able to produce products and run that are cherished by its nodes. Marty Sklar, Vice prexy and Pri ncipal Creative Executive of Walt Disney Imagineering, enumerated five things that makes him idealistic of Disney. These five things, which mirror the sort of culture that Disney espouses, are â€Å" advanced- grapheme products, optimism for the future, wide tarradiddletelling, an emphasis on family entertainment and great talent, passion and dedication from our Cast Members” (Sklar, 2007).Products of Disney are of high quality because the company is dedicated to a impost of innovation. With this, the company’s products and services are seen as original, creative and ground-breaking. Furthermore, each product of Disney has its own story to tell, and with every story being told, there is ever a exacting message for the guests. This makes Disney culture twain entertaining and respected by its clients. It does not render the talent of its cast members, the storyline, and story’s positive message for incorrupt entertainment.Guestologyâ€Å"Guestology† is a terminal figure coined by Bruce Laval, a Senior Manager at Walt Disney. The term is used to signify the company’s channelize of focusing on guest behavior.Using the idea of guestology, Disney employs a different kind of management. The company does not follow up on the traditional management style, which focuses on organizational using and managerial hierarchy. Instead, the company focuses on the â€Å"guests” or the â€Å"customers.” With such(prenominal) method, the company uses not the company’s or organization’s perspective, in determining the quality of the products. What is being used is the customer’s perspective. node experience is then given a predominate importance.Because the perspective used is that of the customers’, Disney World is able to particularise what customers use up 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 come across the customers.Customer Retention through Quality CultureThough the focus is on customers, it should not be mistaken that Disney puts customer mirth as its core. Customer satisfaction is most-valuable, but customer safekeeping is even a more important thing.Often times, people take customer satisfaction and customer retention as synonymous. However, they are not. Customer retention necessarily implies customer satisfaction, but customer satisfaction does not always mean customer retention. Disney is single among very few companies that recognize this fact. Disney is not concerned 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 any(prenominal) it offers.As aforementioned, Disney is not concerned merely with marketing its products and services. It is not concerned merely with providing entertainment or mere satisfaction. It puts emphasis 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.\r\nReference:\r\nBaker, R. (2007 May). Earning My fawn Ears, Part II: The Disney Approach to Customer trueness [WWW document]. URL http://verasage.com. 27 July 2007.\r\nSklar, M. (2007, July) [WWW document]. URL http://corporate.disney.go.com/careers/culture.html. 27 July 2007.\r\nThe HSM Group. (2005). holding Onto Your Customers [WWW document]. URL http://www.hsmgroup.com/ebriefing/ebriefing08.asp. 27 July 2007.\r\n'