In 2011, Tom Staggs, chairman of Disney’s Parks and Resorts division, stood in front of his Board of Directors with a $1 billion pitch—the MagicBand system.
Today, we're talking all about the MagicBand system at Walt Disney World and how revolutionary it is from a business perspective.
Listen now and discover:
- The story behind and creation of the MagicBand system and the $1 billion pitch
- The major problem the MagicBand system solved for guests at Walt Disney World so no magical moments are missed
- How massive the scale of this project truly was for Imagineers—it needed to connect thousands of hotel rooms, point of sale systems, front desks, ticket systems, and more, to a single wristband
- The ingenious product design behind the ‘one size fits all’ design and optional customization of the MagicBand
- The sheer amount of data Disney is able to evaluate from the MagicBand system—primarily, the path to purchase where they can evaluate trends and patterns guests take before they make a purchase
- Why paying attention to customer experience and using every opportunity to surprise and delight your audience is worthwhile
- How creating a holistic system can reduce your customers' reliance on your support staff
- How all this relates to your own systems and processes so your business can be more profitable
Your small business takeaways:
- Ask yourself, "What do I want to know about my customers?"
- Create ways to gather the data to answer your question—for example, add a field to your contact form, "How did you hear about me?"
- It's not enough to ask the question, you also need to measure it. Keep track of it somewhere and come back to it in a few weeks to see the results.
- Use these results to influence your business decisions! If every contact form response was "Instagram", you'd probably want to invest more time in your Instagram game, right?
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