Disney Method for Repeat Customers

A key element to Disney's success is their great brand recognition and trust in a family friendly image. A great example of the way they maintain this image is their theme parks. Disney has strict guidelines for their park employees to keep up an appearance of cleanliness and friendliness. To keep up morale, employees are encouraged that they are "cast members" in a show, not working. It's true, they must be in character if they are in public view, characters in costume are not allowed to talk and must make sure they are in a safe area before removing their suits so as not to crush some small child's dreams.

Business Week outlined other points of Disney's strategy for a good customer environment for gaining repeat customers. This stresses the role of the secondary customer (the one influencing the core customer, but not necessarily buying anything themselves). These points include:

- "Train employees to be respectful of all customers, including children."

- "Make waiting in line an entertaining experience."

- "Be "show-ready."

- "Keep the show on stage."

- "Encourage your team to be "assertively friendly."

See the site for more info.

Mark Zoradi Leaves Movie Studios

Mark Zoradi has left his position as president of Disney's motion picture studios following the departure of his former boss Dick Cook, succeeded by Rich Ross.

Since Bob Iger's appointment of Ross, there have been talks of restructuring Disney's distribution techniques. They plan to shorten the window between theater release and DVD release to keep up with consumers wanting movies on demand, now, anywhere.

Personally, this doesn't seem like a great idea. In the age of video on demand, movies online, etc, movie theaters still have a surprising amount of business. Going to the theater is an event and a way to see the movie as soon as possible. Closing the gap between theater release and DVD release seems to just make less incentive to go to the movie since you don't have have as much time to wait.

Re: Epic Mickey, Mouse's New Look

As I mentioned in the last post, with Disney Interactive Studio's upcoming Epic Mickey game, they seem to be capitalizing on the retro trend by redesigning the iconic mouse to more closely resemble his Steamboat Willie roots with longer, more slender limbs.

"Keychest" Plans - Multi-Platform Access to Movies

Disney has sneakily shared info with a couple companies about its plans for "Keychest."