Posts in category: customer experience

What Disney taught us about great service

2016-07-05 Disney

ALA Annual is always a great place to learn and meet people. As the Vice President of Management and Customer Operations at OCLC, I found that one of the highlights of this year’s conference was the OCLC Symposium on how to deliver a great customer experience. Now, if you’re like me, when you think about Disney’s magic you don’t think about parking lots or birds in the Enchanted Tiki Room that look like they’re actually breathing. But it’s exactly those types of details that make the Disney experience so complete, compelling and successful.

Amy Rossi from the Disney Institute—who admitted that she once moved to a new city and got a library card before a new driver’s license—talked to us about how Disney manages its customer experience. She started out by making the great point that Disney and libraries are really in the same industry: the service industry. To Disney, entertainment and hospitality are side effects of great service. Likewise, people come to libraries for a lot of different reasons, but all libraries provide service.

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