![]() Effectively set and consistently meet customer expectations for a particular set of products.Offer something that customers want, need, and appreciate.Disney differentiates itself based on the unique product it offers, not on its prices or efficiency.Įven with examples as different as Amazon and Disney, customer service, in general, has the same set of goals: It even has its own terms: visitors are guests and employees are cast members, for example. It sells the same products differently.ĭisney created a sophisticated system, guestology, to help create a unique experience in their theme parks. The platform is designed to prevent and handle issues, so you don’t need support. Its customer support is top-notch and acts fast to resolve problems, but you’ll rarely have the occasion to experience it. The retail giant makes it easy to buy and offers low prices by ruthlessly optimizing operating costs. ![]() Take two well-known examples: Amazon ecommerce and Disney theme parks.Īmazon stays out of your way as much as possible. Customer service starts when the consumer knows about your brand and product and ends when the consumer forgets.Ĭustomer service can be as different as the products and personalities of the organizations that provide it. Customer service is the connection you form with a consumer, by what you say and do, through branding, marketing, sales, and support. ![]()
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