The	
  Disney	
  Experience	
  
Every	
  Customer’s	
  “I	
  Wish”	
  

Jitender	
  Aswani	
  

1
©  2011 SAP AG. All righ...
$13	
  Billion	
  	
   30	
  million	
  	
   122	
  million	
  	
  
in	
  annual	
  parks	
  &	
  resorts	
  
revenues	
  ...
Challenge	
  
…[we must find ways to] increase the time guests
spend with [us], thus improving the opportunity to
extract ...
MyMagic+	
  
$1	
  Billion	
  	
  
investment	
  at	
  “what	
  the	
  future	
  may	
  look	
  like”	
  

4
©  2011 SAP A...
Magic	
  Band	
  
All-­‐in-­‐One	
  ConnecOon	
  to	
  Plans	
  and	
  Experiences	
  

5
©  2011 SAP AG. All rights reser...
Ticket

Wallet

Room	
  Key

Magic	
  Band	
  is	
  your	
  room	
  key,	
  3cket,	
  wallet	
  (pay	
  for	
  souvenirs	
...
…when	
  purchases	
  are	
  easier	
  and	
  

cash-­‐free,	
  people	
  spend	
  more…	
  

7
©  2011 SAP AG. All rights...
…when	
  experiences	
  are	
  memorable,	
  people	
  frequent	
  

more…	
  

8
©  2011 SAP AG. All rights reserved.
Balanced	
  Approach	
  
…	
  [We]	
  must	
  aggressively	
  weave	
  new	
  technology	
  into	
  [our]	
  
parks	
  —	
...
Virtuous	
  Cycle	
  
Enhance	
  
Experience	
  

Move	
  the	
  
needle	
  
(Revenues	
  
and	
  Cost)	
  

Stay	
  
Rele...
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The Disney Experience - Every Customer's "I Wish"

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When it comes to delivering the best experience to consumes, consumer-facing-businesses generally lookup to few companies for standards. Apple, Amazon, Netflix, FourSeasons, LinkedIn are some of the examples. Disney experience is apparently the gold standard. Disney spent $1B to raise the bar and to stay relevant in a world where technology has become uber pervasive.

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The Disney Experience - Every Customer's "I Wish"

  1. 1. The  Disney  Experience   Every  Customer’s  “I  Wish”   Jitender  Aswani   1 ©  2011 SAP AG. All rights reserved.
  2. 2. $13  Billion     30  million     122  million     in  annual  parks  &  resorts   revenues   unique  guests  come   every  year     admissions  handled  every   year     2 ©  2011 SAP AG. All rights reserved.
  3. 3. Challenge   …[we must find ways to] increase the time guests spend with [us], thus improving the opportunity to extract additional cash along the way… 3 ©  2011 SAP AG. All rights reserved.
  4. 4. MyMagic+   $1  Billion     investment  at  “what  the  future  may  look  like”   4 ©  2011 SAP AG. All rights reserved.
  5. 5. Magic  Band   All-­‐in-­‐One  ConnecOon  to  Plans  and  Experiences   5 ©  2011 SAP AG. All rights reserved.
  6. 6. Ticket Wallet Room  Key Magic  Band  is  your  room  key,  3cket,  wallet  (pay  for  souvenirs  &   food),  carry  fast-­‐pass,  use  for  augmented  reality…   6 ©  2011 SAP AG. All rights reserved.
  7. 7. …when  purchases  are  easier  and   cash-­‐free,  people  spend  more…   7 ©  2011 SAP AG. All rights reserved.
  8. 8. …when  experiences  are  memorable,  people  frequent   more…   8 ©  2011 SAP AG. All rights reserved.
  9. 9. Balanced  Approach   …  [We]  must  aggressively  weave  new  technology  into  [our]   parks  —  without  damaging  the  sense  of  nostalgia  on  which   the  experience  depends  —  or  risk  becoming  irrelevant  to   future  genera3ons…   9 ©  2011 SAP AG. All rights reserved.
  10. 10. Virtuous  Cycle   Enhance   Experience   Move  the   needle   (Revenues   and  Cost)   Stay   Relevant   10 ©  2011 SAP AG. All rights reserved.
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