For many of us talking and acting the SCO way has become second nature.That means if you are eating and breathing the alignment of your processes towards SCO’s then progressively the original focus begins to shift and in fact we refine and sharpen our ability both to meet and subsequently exceed customer expectations. That’s precisely what is happening in the magic kingdom as we speak.
It isn’t ‘hocus pocus’. It is very direct and is helping Disney achieve that triple crown of reducing costs, improving revenues and enhancing service simultaneously. Well I suppose that may seem like weird magic to some. To others it has become a way of life… so how are Disney weaving their spells and moments of magic that draw us and our kids back time after time? At this point let’s introduce Successful Guest Outcomes.…..

Footnote – Get upto speed with SCO thinking and practice by reviewing the articles in the SCO section

Successful Guest Outcomes. How does that work then?

For a moment let’s reflect on the most recent Disney financial report last week:
For the seventh or eight quarter in a row Walt Disney Co. posted solid revenue, profits and earnings, the performance announced on August 1 in Disney’s third quarter financial report,. “I’m pleased to report we had another solid quarter,” Disney Chief Executive Officer Robert A. Iger said. “We’ve again achieved strong results by focusing on doing what we do best: by building high-quality creative franchises across multiple platforms and multiple markets.”

Revenue for the quarter of $9.05 billion was up 7 percent compared with the same three months last year. Disney’s parks and resorts saw revenue rise 6 percent to $2.9 billion during the quarter, while the segment’s operating profit rose 13 percent to $621 million. Those numbers were driven by higher attendance and increased spending by guests, while at the same time maintaining or even lowering some costs of operation, the company reported.

So revenues increasing, footfall increasing, costs level and apparently customer satisfaction on the up. Iger said the parks have succeeded in buffering themselves by offering Magic Your Way tickets and more discount packages to please customers across the whole customer experience process lifecycle.

So it is working then – let’s ask ourselves the question how. For this I am going to hand over to a first hand account from a NLP colleague of mine who works and is an expert in the field of brain sciences. His recent personal experience shines a light into the shadows and reveals a simple formula (well most magic potions are just that!) and gives us all cause to reflect on who our customers really are.
There’s a link to Tom’s full article (it’s about a five minute browse) below:

From: Tom Hoobyar, NLP Comprehensive, Colorado
(c) Tom Hoobyar – All Rights Reserved

The REAL Magic In Disney’s Magic Kingdom

Vikki and I were on vacation in Orlando this week, visiting the Disney Magic Kingdom.
It was an interesting experience in Attention To Detail.
I don’t think it was so much the Cinderella makeup kits for little girls and the Mickey Mouse shot glasses in the souvenir shop, or the music everywhere, or even the incredible service at every hotel, restaurant, and even on the shuttle busses that make up the “Magic” part of the Disney Experience.
It was something I’ve talked about before, but until now I hadn’t seen it create a billion dollar impression. It was the language they use. No, it’s English all right, but they have special words for things that are different from the words the rest of the world uses.
I don’t know if you’re aware of it, but I noticed it when we arrived at Epcot Center - one of the Disney parks located in the center of Florida. I saw a man push a utility cleaning cart through a door marked “Cast Members only”.
Hmmmm. “Cast members?” The guy was a janitor…

Read Tom’s full review at www.tomhoobyar.com/news/

In Part 2 of this item I will be reviewing the magic ingredients in greater detail.
If you have any ‘takes’ in the meantime let me know – you can comment here if you’re registered (that’s free) or please email me at steve.towers@bennugroup.net or visit www.stevetowers.com