I have been travelling in the US on a family holiday. With three young children, we have spent most of the time in Orlando, Florida visiting the various theme parks of which there are many. Of all the theme parks, they are all operated by a few different organisations. The major two organisations that operate the majority of the theme parks is Disney and Universal Studios.
What is fascinating when you do an intense two week period of visiting many theme parks, you start to pick up some key insights. In particular, you notice what separates one theme park operator from another particularly in the area of being customer centric and focussed on the customer experience which Disney do in an exceptional manner. I have not seen an organisation do it as well right from the time to you buy the tickets through to the experience you have throughout the park and beyond it. Continue reading