The customer experience is a subjective thing and an
emotional journey. Qualifying it as
positive or negative can be daunting because individuals prioritize factors in
different ways. For example, when comparing two guests we interviewed based
them having similar experiences of having issues entering the park with their
MagicBand. Both linked their tickets
during pre-arrival and experienced about a 15 minute wait to enter the park.
When each was asked about their overall customer experience at Disney and how
it relates to MyMagic+, we received two different answers. Guest 1 still viewed their customer
experience as favorable despite their magical experience being derailed for
about 15 minutes when attempting to the enter the park. In the case of guest 2, when asked the same
question, they felt their overall magical experience was ruined due to having
to wait while the Disney cast members linked their ticket to their MagicBand. This situation illustrates that the customer experience
is both subjective and emotional.
- Marc
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