The Secret Ingredients to a Memorable Customer Experience

Bite-Sized Delight From the Episode:

• How Disney uses cutting edge tech to remove friction and deliver a memorable customer experience.
• The ingredients that make Flagstaff House an experience you’ll never forget.
• What you can learn from the Ah-ha’s acoustic version of their seminal 80s classic, “Take On Me.”

CX PRESS: Disney and Big Data [01:22-10:02]

In this episode Dan and Joey talk about the Bernard Marr article for Forbes, “Disney Uses Big Data, IoT, and Machine Learning to Boost Customer Experience.” In 2013, Disney introduced the Magic Band, an IoT wristband that has RFID and a long-range radio built it. The bands communicate with sensors throughout the park to help their staff anticipate your needs. We look at all the different ways that Disney uses this to deliver a frictionless and memorable customer experience.

Tweetable Quotes

The Magic Band team’s goal was to root out all friction in the customer experience. #CX Share on X
Continue to make the customer experience better every step of the way. #CX Share on X

Takeaways

• Disney doesn’t rest on its laurels; it’s always working to provide a better customer experience.
• The core of Disney’s CX technology is getting better real-time feedback to respond and anticipate customers’ needs.
• Disney’s focus isn’t on the technology; it’s on how it can remove friction.

DISSECTING THE EXPERIENCE: Flagstaff House [10:04-19:46]

For his seventh anniversary, Joey took his wife to the Flagstaff House which is, according to Thrillist, the most romantic restaurant in America. Every detail was considered, from custom menus with their names and a congratulatory message on them to a magical, theatrical dessert called S’mores Flambé. We take a look at what lessons we can learn from a wonderful dinner date that was a truly memorable customer experience.

Tweetable Quotes

The employees delivered an experience that was even better than the setting. #CX Share on X
Points of the experience that would not otherwise be memorable were made remarkable. #CX Share on X
The first and last experience with a brand are the ones that are most memorable. #CX Share on X

Takeaways

• Personalize an experience with mementos to make details remarkable and create a memorable customer experience.
• Create an experience that your customer hasn’t had before.
• Follow your customer’s pacing.
• The first experience and last experience are the ones that are the most memorable.

THIS JUST HAPPENED: Take On Me [19:47-32:36]

Joey and Dan both came up on 80s music, and one of Joey’s favorite songs was “Take On Me” by Ah-ha. MTV brought an audience of about 200 people to the remote Norwegian island of Giske for a surprise Ah-ha concert. There’s a lot we can learn from taking something that we already know and deciding to make it better.

Tweetable Quotes

Even your best stuff can be improved. #CX Share on X
In a world where audiences are overwhelmed, slowing down can be unique and helpful. #CX Share on X

Takeaways

• We constantly want to strive to reinvent ourselves.
• Never underestimate the power of slowing things down.
• Your brand is never too old to do something that gets everyone’s attention.

CHECK OUT THIS NUMBER: 60-80% [32:38-34:44]

60-80% of satisfied customers do not return to do more business with a company that initially satisfied them. Customers have so many choices that a good impression isn’t enough. You need to responsibly and proactively maintain a customer relationship.

Tweetable Quotes

It’s not enough to have a great 1st date and think it’s going to be an amazing marriage. #CX Share on X

Takeaways

• With so many choices out there, you need to work hard and be proactive to maintain great customer relationships that keep people coming back.

Be a Part of the Show!

We’d love to hear about your great customer experiences, which segments you like, and your ideas for future episodes!

Are You Looking for Things We Referenced?

• Disney Uses Big Data, IoT And Machine Learning To Boost Customer Experience
• Heard the Forecast? Top Cx Predictions for 2018: Influencers Speak
• “Take On Me” 1986 Music Video
• “Take On Me” Live for MTV Unplugged at Giske in 2017

See you next week!