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

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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  • 1. The  Disney  Experience   Every  Customer’s  “I  Wish”   Jitender  Aswani   1 ©  2011 SAP AG. All rights reserved.
  • 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. 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. MyMagic+   $1  Billion     investment  at  “what  the  future  may  look  like”   4 ©  2011 SAP AG. All rights reserved.
  • 5. Magic  Band   All-­‐in-­‐One  ConnecOon  to  Plans  and  Experiences   5 ©  2011 SAP AG. All rights reserved.
  • 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. …when  purchases  are  easier  and   cash-­‐free,  people  spend  more…   7 ©  2011 SAP AG. All rights reserved.
  • 8. …when  experiences  are  memorable,  people  frequent   more…   8 ©  2011 SAP AG. All rights reserved.
  • 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. Virtuous  Cycle   Enhance   Experience   Move  the   needle   (Revenues   and  Cost)   Stay   Relevant   10 ©  2011 SAP AG. All rights reserved.