Disney’s consistent business results are driven by strategically focusing on certain business functions and opportunities in which companies often fail to see the value and potential. During this Keynote Address, Disney Institute will inspire you to think differently about your service experience through proven Disney insights around differentiating your customer experience. You will learn how your dealership can shift the “customer experience curve” toward exceptional service by focusing on the systems and processes that affect customer satisfaction. You will also see the powerful connection between inspired leaders, motivated employees, and satisfied customers that drives financial results and repeat business. You will discover how focusing on your customer experience in touchpoint “moments” can reinvigorate your service strategy and strengthen your place in the increasingly competitive automotive landscape.
Disney Institute Keynote Agenda & Learning Objectives:
Disney Institute’s Chain of Excellence: See the powerful connection between inspired leaders, motivated employees, and satisfied customers that drives financial results and repeat business.
Disney’s Approach to Quality Service: Disney Institute explains how exceptional customer service results from an integrated systems approach, not hiring friendly people and hoping they will deliver customer service that is better than your competitor’s.
Shifting the Curve in the Customer Experience: Discover it is possible to shift the “customer experience curve” toward exceptional service by focusing on the systems and processes that affect customer satisfaction.
Service-Based Differentiation: Learn how the compromise of customer service for efficiency in many companies has created an opportunity for service-based differentiation via positive surprises relative to the stereotypes of the automotive industry.
Customer Experience Touchpoints: Realize that service is manifested everywhere your organization touches the customer; therefore, you must intentionally manage and map the customer experience beyond obvious customer touchpoints.
Holistic Customer Experience: Disney Institute explicates how an exceptional service context inoculates against a single service failure, as successful service delivery across multiple touchpoints and experiences yields more forgiving customers