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Walt Disney Research Paper

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Walt Disney Research Paper
The Walt Disney Company is known throughout the world for its commitment to customer service. This is most apparent in Disney's theme parks in Florida, California, Tokyo, Paris, and Hong Kong. Disney's commitment to customer service began with the company's founder, Walt Disney. His leadership and vision have made Disney the market leader in terms of customer service. "His willingness to take risks and blaze new trails, coupled with an innate understanding of what his customers wanted, resulted in the legendary business practices for which Disney destinations are famous." (Disney Institute, 2007). This paper will examine Disney's customer service model with particular emphasis on leadership and communication. Walt and Roy Disney founded …show more content…
Under Walt Disney's leadership, the company became one of the premier businesses in the world. Not only was Walt Disney a leader in the marketplace, he was also a strong internal leader. Walt Disney led by example. His visions inspired those who worked for him. His leadership was so far reaching that even after his death; employees of the Walt Disney Company are inspired by his leadership. Walt Disney was a leader in that he was a great communicator. He was, and in many senses still is, the face of the company. He would be on Disney's television broadcasts to introduce the movies being shown. He was the one introducing his new vision for theme parks. Walt Disney was also a great communicator within the company. He was able to convey his visions to everyone. He was able to "sell" his visions and get everyone on board. The most important aspect is how Walt Disney's leadership made Disney the leader in customer …show more content…
Clients pay to attend seminars at the Disney Institute where they will learn Disney's approach to management and customer service. The main ideas of the programs are that: everyone is creative, creativity has usefulness, creativity applies to business issues, and crucial to creativity and innovation is a set of critical beliefs and behaviors, especially leadership behaviors. (Allerton, 1998, pp. 25) As discussed before, the program does this by immerging attendees in the Disney experience. This is first done by allowing them to experience the parks attractions and amenities. A tour of the backstage area follows. This includes a tour to the resort's Casting Center. Here the attendees get to experience Disney's behind the scene operations first hand. For example, attendees can even view the video all potential Disney employees are required to watch. Throughout this time other activities take place. There are activities related to customer service and team building. There is one constant throughout the time spent there, a good Disney experience. Everything that takes place at the Disney Institute is in-line with Disney's outside of the box philosophy. Attendees learn why customer service is essential by actually experiencing great customer service. The Disney Institute expresses this sentiment with the phrases "Learn It! Live It! Leave with It!" The Disney Institute
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