On October 1, 1971 Walt Disney World opens. In the coming decades, Disney establishes one of the highest standards of entertainment in the world.
Walt Disney World corporate culture makes a point to use theatrical terminology in business. Employees are “cast members” and their jobs are “roles.” Rides are referred to as “adventures.” Customer-facing areas are “onstage” and employee-only areas are “backstage.” Keeping the onstage areas clean is keeping it “show ready.”
Small touches like these and more have helped Disney build up a reputation for creating a standard of customer satisfaction. They have modeled themselves into an authority of strengthening and maintaining customer loyalty.
Book Title: Be our guest : perfecting the art of customer service
Book Author: Disney Institute
Dewey Decimal Call Number: 658.812 B 2001
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