An Investigative Report Analysis on the Customer Care Strategy in Disney
Table of Contents
zhIntroduction 3 Section1 3 Section2 6 Section3 8 Section4 9 Conclusion 10 References 11 Appendix 12
味全优酪乳Introduction
Walt Disney Parks and Resorts run the world wide Disney Theme Park and Resort, design and construct the Disney resort project. It belongs to The Walt Disney Company. Walt Disney Parks and Resort attracts millions of people around the world.
好段摘抄大全200字
It includes Disneyland Resort in California, Walt Disney World Resort, Tokyo Disney Resort, Disneyland Pair Resort, Hong Kong Disneyland Resort and Disney Crui Line. Disney creates special memories and amazing attractions at the Parks for people all over the world.
Section1
5年级作文
山东养驴梦见去世的人The customer care strategy of Disney is ‘provide the best entertainment and happiness for all’. Becau of the Disney’s core value is create joy. It showed its mission clearly. It is provide happiness for different ages and different geographic location through best entertainment. From their promi, the customers’ various needs and expectancy can be meeting and exceeding.
In 1955, Di sney put forward its ‘we are providing happiness’ strategy from the beginning of Disney Theme Park founded. ‘Happiness’ is a humanistic slogan which was the customers’ need. The strategy was proved successfully and made an innovation in 1971. It is drew ‘bestentertainment’ into the old strategy. The introduction of the‘best’ is recognized in the turbulent times there is also a market competitive. In 1990s, Disney has recognized that below the world market, the varianceneeds of potential are more and more important. So they improve the strategy and provide their customer rvice for different ages and geographic locations. After 2001, Disney obrved the customers’ various need and changes their rvice theme. At last, they propod
‘provide the best entertainment and happiness for all’ strategy.
The main competitors of Disney in China are ‘Happy Valley’ and ‘Merry Land’. They just satisfied Major Chine’s expectancy and don’t provide variance rvice. The quality of rvice is also being c
omplained. Disney rves and satisfied all customers’ expectancy instead of major. It helps Disney created magical successful in the world.
画鸟怎么画After Disney review its customer care strategy and compare with its competitors. Disney should ensure the implementation of Disney’s strategy. It concerns nine factors. They are humanity, efficiency, empathy, rvice variance, preference, innovation, expectancy achieved, accuracy and trustworthy. Humanity means Disney pay great attention on customer care. Disney adds values and provid es all age’s entertainment experience and satisfied their joy. Innovation is emphasized from the beginning of the Disney Company. The company has grown to cartoon and films. It gradually expands its business, extend product lines and embark on the diversified development road.Undertake the different entertainment mode such as online games, theme park, stage musical, toys and audio–visual products. This is a product innovation strategy to expand the scope of the Disney’s revenue, and occupy big marketing sha re. Disney should also ensure establish positive relationships with customers through Customer Relationship Management which was made up into Customer Relationship Planning and Customer Interaction System. The Customer Relationship Planning includescustomer analysis, campaign management and relationship optimization. The Disney’s customer relationship management has two components. They are Pal Mickey and custom
er information databa. After Disney classify and analysis the customer expectancy by customer information databa. Disney ud Pal Mickey in the campaign management
to provide special rvice and experience. As a result, it satisfied variety customers’ expectancy and improve the perception. The two waysare beneficialfor Disney to enlarge its market’s size. The relationship optimization makes the customer care strategy more transparency. Disney provides its strategy thenthe customers evaluate and understand it. It reflects harmony optimization and fairness. After Disney empathy to the customers, there will happen a trustworthyrelationship. Disney would like to u customer to u the Customer Interaction System which is including four channels. They are field sales, telephone sales, call center and wed. Call center and web are more helpful and suitable for the globalization. The institutions can e the information directly by them. Field sales and telephone sales are effective. The Customer Relationship System shows Disney’s customer focud tactics and establishes positive relationship with all customers. It also improves the efficiency of communication and feedback system.
In order to maintain the potential market value, Disney us customer focud flat system. It helps Disney to develop the customer care strategy. The staff was training in a democratic management style. Staff has face to face communication to customers and provides rvice for them. The manage
rs are sitting below staff and sustain them. It is specialized management system and has maximum empowerment for staff. Staff is having ownership in Disney. After this, it helps Disney to fill the rvice gap and get first-hand information. After encourage the staff’s creativity and technical ability, the rvices and products of Disney will be innovated. It will result a high quality and team cohesiveness and reduce the waste of human resource. The managers also u salary plus encourage motivating the staff.
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