Disney MagicDisney Magic

Transforming the Student Experience with World-Class Customer ServiceTransforming the Student Experience with World-Class Customer Service

Be Our GuestBe Our Guest

“Whatever you do, do it well. Do it so well that when people see you do it they will want to come back and see you do it again and they will want to bring others and show them how well you do what you do.”

–Walt Disney

Ultimate TestUltimate Test

“What time is the 3:00

parade?”

But this is Education...But this is Education...All right, we're excited. First day of school, here we go. –Marlin, Finding Nemo

K 75% of people share bad experiences

K 26% are more like to share a bad experience than a good one

K As many as 18% of students lost due to customer service issues

K Increase in student satisfaction = 80% more likely to persist

K 1st-Year students need caring and community

K Retention is complex, but every little bit helps!

“The more you are like yourself, the less you are like anyone else, which makes you unique.”

–Walt Disney

Every Guest is ImportantEvery Guest is Important

Always Be “Show Ready”Always Be “Show Ready”

“Good Heavens, child! You can’t go dressed like that!”-Fairy Godmother,

Cinderella

"Whenever I go on a ride, I'm always thinking of what's wrong with the thing and how it can be improved.“ –Walt Disney

Strive for ImprovementStrive for Improvement

Provide an Immersive Experience

Provide an Immersive Experience

“I don't want the public to see the world they live in while they're in the Park. I want them to feel they're in another world.“

–Walt Disney

WOW MomentsWOW Moments

“Never get bored or cynical. Yesterday is a thing of the past.”

–Walt Disney

The TestThe Test

“What time is the 3:00

parade?”

Disney Magic

Transforming the Student Experience with World-Class Customer ServiceTransforming the Student Experience with World-Class Customer Service