Dreaming About Disney

Regular readers of this blog know that I took a writing hiatus while enjoying a vacation with my spouse that lasted nearly ten days. We spent six of those days visiting Disney World in Orlando, Florida where the weather proved nearly perfect and our experience was exceptional. As with many Disney visitors we were repeat customers, a fact that remains the envy of many of their competitors. Here are a few quick observations that may be useful in your work as a business, non-profit, or community leader.

It has been at least six years since our last visit so we knew that Disney had added new attractions and updated some others. What I found amazing is the desire we had to experience many of the same attractions that have become favorites for millions of other visitors. Yes, we rode “It’s a Small World” and “Peter Pan’s Flight”. We attended the “It’s Tough to be a Bug” and “Indiana Jones Stunt Show”. We stood in line for “Spaceship Earth” and “Universe of Energy”. It didn’t matter that we had experienced these same shows and attractions in previous visits; somehow they still were able to thrill us and make us laugh, or scream, or clap. How many of our organizations can say we delight our customers enough that they come back regularly just to experience it all over again?

Of course there were new shows and rides to visit. We were amazed by the creative puppetry and staging of “Finding Nemo”. The “Soarin” ride gave us unbelievable thrills as we flew above the varied landscapes of California. And we laughed out loud at the “Monsters, Inc. Laugh Floor” where audience members became an integral part of the show. There are few companies that can match Disney’s ability to find new ways to connect with audiences, both young and old, through imagination, incredible attention to detail, and just plain fun. Where else would you go to stand in line for 30 minutes to take an eight minute ride and then want to do it all over again?

We stayed in a Disney hotel on site so we could use their transportation systems and other amenities. Public transportation companies should take lessons from Disney’s ability to move thousands of people, quickly and efficiently. Buses, monorails, trains, trams, and boats were always appearing to whisk us off to the next adventure. Yes, when the park closed and everyone headed for the exits there were some slight delays but generally the system ran effectively and added to the enjoyment of our stay.

I left Disney knowing why I enjoy visiting them so much. They understand why people come to their parks – to make their dreams come true. I watched families from every nationality and culture experiencing the awe and wonder that Disney delivers. Bigger than life fireworks displays, on-time parades featuring incredible costumes, lights, and music, plus brilliant colors, intense smells, and luscious textures to delight your senses. Everything done with a focus and a purpose that most of us will never achieve in our own organizations.

It’s sad that more companies don’t aspire to do what Disney does. Not build a theme park, but rather connect with their customers. If they did we would have many more “wow” experiences as consumers and instead of “dreaming about Disney” I could be dreaming and writing about your company.