The previous post told how Disney successfully implemented new strategies to improve customer experience. Meeting the needs of customers is a must, but exceeding the customers’ expectation is an achievement. As told by Bruce Jones from Disney Institute on Forbes, one of the keys to successful customer service is an emotional connection between the company and the customers. Research shows that emotional connections finally lead to better performance.

Strategies to Improve Customer Experience: The Importance of Emotional Connection

Paying a close attention to the little details is one of the keys in delivering exceptional customer services. Even after doing it, there are potentially overlooked details, which may influence the overall performance of an organization. Research suggests organizations that can build emotional connections with their customers generally outperformed competitors. This applies for both profitability and sales growth.

Bruce Jones suggests that emotionally engaged customers benefit the organization in many ways, including:

• Three times more likely to recommend the company to others
• More likely to make repeated purchase
• Less likely to move to other shops
• Less price sensitive

Sometimes, small individualized moments mean many things for the customers. They can add up to the overall customer experience with the organization. Making the customers feel special is one of the strategies to improve customer experience.

Strategies to Improve Customer Experience: Sample Strategies

Disney implements a number of simple strategies to improve customer experience. They may come in the form of personalized interactions or small personalized stuffs, for instance:

Pin Trading

Disney Cast Members sometimes offer pin trading with the Guests. This kind of interactive experience may also happen between the Guests. Guests that have an entire collection have a chance to share pins with Guests that are new to a pin. Pin trading allows the Guests as well as the Cast Members to get connected and talk about interesting things about the pins, favorite movies, characters, pin series, or attractions.

Celebration Buttons

Another unique way to connect Disney Guests one another is using celebration buttons. They are available as individualized buttons based on parks and resorts. The celebration buttons are provided for Guests who celebrate a birthday, family reunion, anniversary, or even their first visit to the parks and resorts. Collecting celebration buttons is a unique way to have fun.

Disney Name Tags

Offering name tags is a unique way for Disney to get connected with its Guests. Besides displaying the first name of a Cast Members, the name tags are also unique to specific state or hometown city. This conveys some degrees of personal information to encourage conversation, like “Are you from Hometown A?”  Disney name tags encourage friendly interaction between the Guests and the Cast Members.

Creating personalized interactions with the customers and delivering exceptional customer service do not have to be expensive. Implementing things like pin trading, celebration buttons, and hometown name tags can be unique strategies to improve customer experience. Of course, every business can find unique ways to connect with its customers.  Small but unique door prizes, personalized souvenirs like pencils, T-shirts, umbrella, and many other things can provide the customers with unique experience.