Glacier Natinal Park Mountain Goat family on Mt Oberlin trail, August 2018. The adult goat has a radio collar to track habits. Tracking habits helps improve wildlife behavior in heavy human exposure areas, like Glacier.
And, you must be vigilant in deciding what and how to measure.
Measuring customer satisfaction is dangerous.
Measuring customer love is harder, and exponentially better.
At Disney, we measure the four key drivers to Guest Satisfaction but only share the percent excellent with our Cast.
If we included all the “good” and “very good” ratings, we’d lull ourselves into a false belief that our Guests (and Cast) love us.
Good and very good aren’t good enough.
Not for love.
For love, your customers must feel some emotional connection and an undeniable commitment from your organization that they mean everything to you.
PS. To make our lives challenging, there are things that can be measured that don’t matter, and things that matter that can’t be measured. Satisfaction can be measured, love, not so much. Generally though, love can be measured by repeat visitation and intent to definitely recommend.
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It’s not the Magic that makes it work, it’s the work that makes it Magic.
Never being satisfied is great motivation to improve.
We are never satisfied at Disney.
The night we opened Pandora-The World of Avatar at Disney’s Animal Kingdom, Cast Members in every business unit debriefed what went better than expected, what went the way we planned, and what went not as good as we planned.
Why?
Because in 12 hours when we open for the second day, we want to immediately test for solutions.
As the second day unfolds, we’ll be monitoring if our tweaks make it better, produce no change, or make things worse.
At the end of day two, we debrief again.
This literally never ends.
Insight: Having this world-class level of expectation can insidiously put a drag on completing seven Disney Business books.
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This website is about our MIND. To read today’s post about our BODY, click here.
If you want to stay on this site and read more posts from this Blog, click here.
