Disney Day 5: The (Un)happiest Place on Earth, plus Service Recovery
Posted: 2012/02/14 Filed under: Business, Disney, Management, Marketing, Parenting, Shopping, Uncategorized | Tags: business, disney, disney version, disneyland, disneyland in anaheim, disneyland in anaheim california, happiest place on earth, kids, marketing, mickey mouse ears, parenting, polly pocket, polly pockets, tantrum Leave a commentThe final post in a series of Disneyland-based learnings. A.k.a. Day 45 @ The two things blog.
Today I learned:
1. (Un)happiest Place on Earth: Apparently, if you treat a 2 year old to 4 days at Disneyland, somewhere on day 5 she will return the favour by rewarding you with a 65 minute meltdown in Tomorrowland. The location was, at least, a fitting backdrop for the tantrum – about 1/2 way through it felt like tomorrow would never come.
I tried moving to Fantasyland to see if it was really happening, but unfortunately it was not a dream. At least when we made it to the Tea Cups and Dumbo the sight of a 2 year old screaming at the top of her lungs was not even a notable spectacle. The behaviour was more prevalent than Mickey Mouse ears.
Disney Day 4: Market Research – Test, Iterate and Re-test, plus the Service Scape
Posted: 2012/02/13 Filed under: Business, Culture, Management, Marketing, Organization | Tags: business, culture, disney, disneyland, marketing, MBA, princess and the frog, research, service, street performance, test performances, vacation Leave a commentThe fourth in a series of Disney-themed posts as I continue a quest to ingrain within myself the habit of learning two things a day. Our vacation continues…
Today I learned:
1. Market Research – Test, Iterate and Re-test: I get the sense Disneyland is a living lab, with constant testing of new ideas to see which generate the highest customer satisfaction and revenue. Subtle and not-so-subtle examples of experimentation are everywhere.
On the not-so subtle side, I have seen numerous appearances of a small army of pleasant, approachable, middle-aged researchers, with touchscreen devices attempting to collect data from customers immediately after different service contact points. The team has appeared after a street performance and a parade, while exiting a restaurant and after using a couple of the rides. They were even at the main entry point after getting our passes scanned this morning.
We completed one quick survey and it was focussed on basic satisfaction questions, rating our experience and whether or not we would recommend it to others. Nothing new, just ever present. The interesting thing is that I have never seen anyone turn down a request, which is well over 15 for 15 at this point. I am guessing that level of success rate would be unheard of in the outside world.
On the subtle side we have seen a few examples of unadvertised test-performances. One such street show related to the Princess and the Frog did not appear on any of the main schedules and seemed to be a trial run to see how the crowd enjoyed it, in comparison to the typical entertainment in that area of the park.
I suppose it is easy to keep your brand focussed on research when you control the environment as every day is groundhog day – you get a chance to start over and try again 24 hours later. This experimentation keeps the park fresh for recurrent visitors and ensures the show is constantly improving.
Test, iterate and re-test – it is all a part of what helps a great company stay great for 50+ years. I can think of a few examples of companies that could use that kind of insight. There is a deal on right now for RIM stock. Anyone? Anyone?
2. The Service Scape: One of my favourite MBA classes was Strategic Marketing of Services, taught by Kenton Low, a former Vice President at The Walt Disney Company. Within class he was able to convey a number of insights into the strategies employed in Disney’s theme parks to improve the customer experience, and extract a bit more of every visitor’s tourist dollar.
One of the more amusing anecdotes was about the research that went into every aspect of Mainstreet, USA, all the way down to the aroma in the shops. Apparently a replica of Main Street was built in a warehouse for test purposes and researchers subsequently learned that piping in the smell of cotton candy proved to sell the most sweets.
Along with the distinct odour of cotton candy, with what I believe was a mild undertone of waffle cone, today I was equally impressed by these aspects of the Service Scape:
- Flow/Geography: The hub and spoke set-up of the park helps you always feel like you are constantly entering somewhere new. Each “Land” is unique and in look and feel helping to break up the visit and periodically revive interest as you move through the park. It also mean you can get from anywhere to anywhere in about 5-10 minutes (assuming you can walk at a healthy pace), meaning you can change activities with the whim of your mood. And, it all filters into a central spot that makes it easy for families to meet and re-group then head about their separate ways if they choose.
- Mood: The pastel colours of Mickey’s Toon Town give a good balance to the wild energy of the toddlers climbing Donald Duck’s boat and running around Goofy’s Playhouse. More whimsical than other areas of the park it seems to draw my kids like no other, even though there are fewer rides. It just seems to make them feel happier and more energetic as soon as they arrive. Admittedly though, that might just be the smell of hotdogs. Now, if we could just get them to build Minnie’s Spa Town right next door.
- Atmosphere: New Orleans Square is a long way from Bourbon Street but the energy found in the crowded, narrow thoroughfares and ample restaurant options makes it perfect for an evening stroll. A few more strollers than the real thing, but still a great vibe to generate energy after a long day at the park.
I could go on, but better to stop there and head back to the park for a post-nap evening with the kids!
Disney Day 3: Down-sizing and Upselling
Posted: 2012/02/12 Filed under: Business, Management, Marketing | Tags: 2010 olympics, business, diet coke, disney, disneyland, disneyland in anaheim california, Food, giant turkey, marketing, MBA, movies, parenting, pricing, super-size, turkey leg Leave a commentThe third in a short series of posts that touch on Disneyland as I continue to blog my way through the process of learning two things a day for 66 straight days…
Today I learned:
1. Down-sizing: It took us 2 days, but we have now learned to down-size any food orders in the Park. We had forgotten we were ordering based on U. S. sizing.
How did we learn this lesson? While seated for a late morning kids snack we looked at the two tables next to us and simply observed what was going on.
Table 1: A family of 4 from Ohio (which I hold as a solid assumption based on the plethora of Ohio State garb), each gnawing on their own “Giant Turkey Leg,” which cost about $13 each, along with a Diet(!) Coke AND a cheese stuffed pretzel.
Table 2: A family of 4 people from Japan (which I hold as a solid assumption based on the fact they were speaking Japanese), each sharing pieces from single “Giant Turkey Leg,” and part of a large bottle of water. They all had some Apple slices too.
From that moment on I realized the portion sizes were more likely to give me a heart attack than the Space Mountain Roller Coaster. Needless to say we all split a couple things for lunch.
2. Upselling: If there is one thing the fine people at Disney have figured out it’s upselling. As a patron of the 2010 Olympics in Vancouver I can recall attending several events, mostly in the early days when organizing and queuing methods were suspect , where it was not possible to spend my money. Either horrendous lines or empty shelves empty actually prevented me from getting what I wanted. None of that is true at Disneyland
They seem to understand – better than any other example I can come up with – that the easiest sales to convert are to those people you can already count as customers. With that understanding they make sure to never miss an opportunity. Once you are in the door they try to draw a little more cash from your pocket around every corner.
A few of the best examples I found today:
- Food: There seems to be something new in every different “Land” and (at least in February) there is never more than a 3-5 minute wait to get what you need. Healthy? Got it. Horrendously unhealthy? See the Massive Turkey leg referenced above. Kids sizes? Yup, and toddler too. $12 R2-D2 shaped plastic souvenir container? They have for both popcorn and soft drinks.
- Memorabilia: We all know Disney is famous for their animated franchises and characters, but the tie in to products and ability to find the perfect place for it is equally impressive. At the exit of every Character-themed ride you can buy related product. Perfect placement. Every product you can imagine, plus thousands you wouldn’t have dreamed of tying back to all the Disney and Pixar movies. They know as well as I do that kids will want the Snow White doll, even if the ride just scared the hell out of them.
- Cross-Promotion: If there is a free moment where you might have otherwise noticed a bit of peace and quiet, they have filled it. Audio ads on the Monorail. Posters for upcoming movies. If Disney has a stake in any other product, you will find it on display somewhere here.
- Two-part pricing: Examples of this are everywhere. Admission to every ride is included with the ticket, but on each of the major attractions (typically at the exit), Disney has added secondary products targeted at enhancing the customer experience. Customized driver’s license at Autopia. Photos and t-shirts with your freaked-out face from Space Mountain. They have consistently found ways to extract (or to convince your kids to try to extract) more cash to add-on to the experience throughout the day.
Now, don’t take this the wrong way. I expected it all and I am not bothered by the constant bombardment. I love marketing and I find it impressive when a company can get me to take my wallet out of my pocket when I wasn’t planning to. It’s like we are in a friendly 1 on 1 battle for my cash all day here.
Disney Day 2: It is all about me and Get the Right People on the Tea Cups
Posted: 2012/02/11 Filed under: Business, Culture, Management, Parenting | Tags: brand, business, culture, customer experience, disney, disneyland, disneyland in anaheim, disneyland in anaheim california, fast food, good to great, kids, lasting memories, marketing, memories, parenting, travel, vacation, winter trip, workplace culture, zappos Leave a commentThis is the second of what I expect will be several consecutive Disney-themed posts as my family and I fit in a brief winter trip to Disneyland in Anaheim, California.
Today I learned:
1. It’s all about me: At ages 4 and 2 it is debatable if our kids will remember their first trip to disneyland.
The two year-old? No way.
The 4 year-old? Maybe.
Regardless of the kids memories, I will never forget the look in their eyes as we embarked on our first ride, The Finding Nemo Submarine. The unbridled laughter as they raced along the Autopia. The absolute terror as our 4 year old exited the Space Mountain Roller Coaster. The enthusiasm as they sang along on It’s a Small World.
Will they remember it? Who cares.
The build up and anticipation. The look in their eyes. The laughter. The fun. Today I learned that it doesn’t matter what they remember of this when they grow up, because it’s all about me of course.
2. Get the right people on the Tea Cups: Even before you get through the gates at Disneyland one thing becomes abundantly clear. They know culture, and they protect it voraciously by ensuring that they have the right people in every role, and that those people are empowered to do whatever they need to do to build lasting memories for the visitor.
It reminds me of a quote from Jim Collins in Good to Great, where he reflects on examples of truly great companies and their understanding of the importance of fit, and ensuring everyone is pulling in the same direction:
“We found…they first got the right people on the bus, the wrong people off the bus, and the right people in the right seats. And then they figured out where to drive it.”
Disney definitely has the right people on the bus, or in this case on the Tea Cups, Mark Twain’s Riverboat and Splash Mountain.
To a certain extent I expected that though. What surprised me is this appears to extend to other the businesses operating within the park and surrounding areas. The people in the hotel are beyond pleasant. Restaurant staff ooze enthusiasm. The shops in Downtown Disney are staffed with young kids that are the dream of any retailer.
As an example, think about the interaction you had with staff during your last visit to a fast food outlet.
Now picture this: A young teenager at Jamba Juice made me laugh twice, asked open ended questions about our day, and at the same time managed to up sell me in my selection. She made the occasion of buying a smoothy into an occasion. This is so unlike any other fast food experience I have ever had it is unreal.
It is clear Disney knows a lot about hiring and they are passing along what they know to those in and around the park. They have figured out that it is not enough to control the customer experience solely at your own touch points, but you need to manage the same thing at every point that the customer comes in contact with your brand.
Unbelievably, rather than coming across as an act, the people all seem genuinely happy to work here. I get the sense Disney, like other corporate culture leaders such as Zappos, is as much a lifestyle as a job for these people. It’s infectious. It’s impressive.
Disney Day 1: Leapfrogging Technology and It’s (Not) a Small World After All
Posted: 2012/02/10 Filed under: ACL repair, Business, Disney, Technology, Travel | Tags: airline, apple tv, cable tv, diet, disney, disneyland, entertainment system, iPad, marketing, media, netflix, travel, weight loss, weightloss, westjet Leave a commentMy quest to learn two things a day, and to blog about it for the first 66 straight days, has moved on the road for a short period. Expect a few travel and/or Disney related posts over the coming days. I apologize upfront as the already scattered theme to this blog could get even less obvious in the coming days.
Today I learned:
1. Leapfrogging technology: We headed south this morning to visit with Mickey & friends in Anaheim. On the flight I was immediately pleased to see personal seat-back TV’s on what I assumed was a bare-bones carrier. The novelty wore off quickly though when I realized it didn’t matter for my family. With a laptop, iPad and smartphone (along with a few old school colouring books, newspapers and magazines) we brought enough entertainment for the whole family. And we were not alone.
I took a walk up and down the aisle halfway through the flight and noticed two things:
- Everyone was awake
- No one was watching the TV. Not one person in the 15 rows (with 5-6 people in each row) all the way to the back.
From this you should take-away two things:
- There were only 15 rows to the back. I clearly fly coach.
- The seat-back TV, a relative youngster, has already been rendered virtually useless.
In my quick little survey of about 80 people I counted 12 tablets, 17 laptops and 2 smartphones being used, and keep in mind many of those devices were being shared. Several were being watched by 3 children at once. The rest of the people were reading, eating or sitting quietly. No one was plugged in to the seat-back entertainment system.
What should this tell us?
At least for short-haul flights – ours was 2 hours 40 minutes – it would be smarter for airlines to focus on services that supplement the devices people want to use. Wifi, for example, would probably have had takers. It would have added value to me. A Netflix-like service that allowed a pay-per-view option on my device might even get a bit of uptake.
My take way is clear. Adding more seat-back TV’s is like stringing telephone wire in China. There is no point. Airlines need to find a way to monetize the technology we already bring in our carry-ons, rather than trying to provide their own hardware. Without any real analysis I have to assume this approach would be cheaper and offer better margins. If they aren’t installed already I would leapfrog the seat-back TV and move on to the next wave.
2. It’s (not) a small world after all: Every time I travel to America I need to fight the holier than though attitude that seems to kick in. Obviously I keep travelling here because there are so many cool things to see and do. Now, disclaimer aside…
Just about every Canadian will tell you that as soon as you cross the border the world just seems bigger in every dimension. Particulalry in waistline. I came across one tidbit today that seems timely and hits the point home. One of Disneyland’s most famous attractions, It’s a Small World, was renovated in 2009. According to “The Unofficial Guide to Disneyland, 2012 Edition” p. 240, one of the reasons for this is the waterway needed to be dug deeper to “accomodate today’s heavier guests.”
There is something oddly appropriate about people today being too big for It’s a Small World. How far we’ve come in 50 years.
Anticipation – Mickey’s Victory, plus Trust Your Team
Posted: 2012/02/09 Filed under: Business, Linchpin, Management, Organization, Parenting, Planning, Preparation | Tags: business, california, disney, disneyland, ego, kids, leadership training, little girls, management, parenting, sleep deprivation, team, training, travel Leave a commentToday I learned:
1. Anticipation – Mickey’s Victory: Little girls have a hard time falling asleep the night before they fly off to Disneyland. What is interesting to me is this phenomenon, while expected, far exceeds the same problem on Christmas Eve. Despite having a thorough understanding of the concept of Santa and only a cursory knowledge of Mickey et al., Disney takes the cake as a cause of sleep deprivation.
Hopefully this does not foreshadow additional sleep issues in the coming days.
2. Trust your team: While preparing for a brief absence from work today I was bolting around the office like a chicken with my head cut-off through most of the morning. It took someone else to wake me up to it.
One of my reports said, “Well…somebody is trying to clear his desk for vacation.”
Unfortunately it took someone else to snap me out of it, but fortunately she was successful.
In that moment I realized the world doesn’t stop when you leave the office. If you have a good group around you, and they are competent and engaged, it really doesn’t matter what you fly around trying to accomplish in a few hours. Everything is covered. Any fires that come up will be put out. Everybody already knows exactly what they need to do, and they will do it.
Today I learned, thankfully, that I needed to get over myself.
