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.

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.