Delighting Your Customers

This workshop included a case study about the famous Walt Disney Parks and Resorts. I think it was selected specially for this topic because it has very successfully delighted customers with the culture of their organisation; as they said bringing 'magic'. I believe every organisation should have a vision. However, a vision which is not properly communicated down the hierarachy is like a sword without a hilt. Thus, in my view, the vision in the company should be a meaningful statement which the whole company can identify with and work to achieve it.

However, I think this topic should have been combined into just one tutorial or lecture since this was rather short. Moreover, as we know, many of the students do not attend BESE lectures, thus, they have gone through the case study of Disney Land; leaving them clueless about the tutorial. I have also learnt that we must constantly identify barriers to communication in the organisation and come up with solutions to them. Procedures are often problems because staff are unsure of what can be done and what cannot be done, thus what many organisations do is device a standard operation procedure as a guideline for them.

Identifying what people want to achieve from patronising the organisation is also very crucial to them either coming back for repeat visits or spreading positive word of mouth to people around them; both them benefiting the company. Exceeding the customer's expectations of their wants is even more beneficial.