In 1997, Ron attended Disney Institute's professional development program: The Disney Approach to Customer Loyalty: Creating Service that Keeps Your Customers Coming Back. How does Disney create superior value for its guests? They have a foundation that is composed of three components: core competencies, core offering, and core customers. Here was the Walt Disney World Resort promise to its Guests in 1997: "We create happiness by providing the finest in entertainment to people of all ages, everywhere." Ron and Ed will discuss Disney's approach to customer loyalty, along with other exemplary companies that have a reputation of excellence in customer service.
The Soul of Enterprise: Business in the Transformation Economy by THRESHOLD