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cover of episode The King is Dead,. Disnyland sells out customer experience with an App EP15

The King is Dead,. Disnyland sells out customer experience with an App EP15

2021/10/7
logo of podcast Escaping the Drift with John Gafford

Escaping the Drift with John Gafford
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C
Chris Connell
C
Colt Amidan
J
John Gafford
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John Gafford： 迪士尼新的应用程序导致了糟糕的客户体验。购票、点餐等都需要通过应用程序完成，这使得整个游玩过程变得繁琐且不方便。这与迪士尼之前注重客户体验的形象大相径庭，迪士尼似乎为了方便自身运营而牺牲了客户体验。 John Gafford：即使迪士尼试图通过补偿来弥补糟糕的客户体验，但这并不能改变客户体验本身已经受损的事实。客户体验不仅仅是金钱上的补偿，更重要的是整个游玩过程的感受。 John Gafford： 迪士尼应该重新审视其应用程序的使用方式，并找到一种既能提高运营效率又能提升客户体验的方法。 Chris Connell： 糟糕的客户体验不仅仅体现在迪士尼身上，许多企业都存在类似的问题。即使企业试图通过补偿来弥补损失，但这并不能改变客户体验本身已经受损的事实。企业应该重视客户体验的整体性，而不是仅仅关注于金钱上的补偿。 Chris Connell： 企业应该积极主动地改善客户体验，而不是等到客户投诉后再采取补救措施。良好的客户服务能够带来回头客，并提升企业的口碑。

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The discussion revolves around Disneyland's shift towards an app-based system that eliminates traditional ticketing and FastPasses, replacing them with a more technology-driven approach that the hosts argue is detrimental to the customer experience.

Shownotes Transcript

The Power Move Episode 15This Week:How Disneyland is giving up on customer experience John's worst table visit as a restaurant managerElevating CommunicationDelivering bad newsWill lawsuits ever go away?Need a life awake call? Walk a cemytary Colt's top 5 worst sports movies. Now I know he's a pod personWith Chris Connell and Colt Amidan