Authors: Wendy Schindler and Lauren Roderick Abstract: What brings millions of people to Walt Disney World year after year? Mickey Mouse isn't the only reason. Disney's famous attention to customer service turns its many guests into repeat customers. By applying these same customer service techniques at your institution, you can make loyal customers out of your students. Student loyalty is vital to retention, student satisfaction, and every college's bottom line. Created by two former Walt Disney World “cast members,” this slide deck accompanies a session that included engaging activities, an interactive lecture, and group discussion to explore practical applications of Disney's world-class customer service in an educational setting. Presented at NACADA Region 3 Conference 2014 (awarded best presentation), NACADA Annual Conference 2014, Gateway Community and Technical College Symposium 2014, KCTCS New Horizons Conference 2015.

2. “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

3. “What time
is the 3:00
parade?”

4. All right, we're excited. First day of school, here we go. –Marlin, Finding Nemo

5. K75% of people share bad
experiences
K26% are more like to share a bad
experience than a good one
KAs many as 18% of students lost
due to customer service issues
KIncrease in student satisfaction =
80% more likely to persist
K1st-Year students need caring
and community
KRetention is complex, but every
little bit helps!

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

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

9. "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

10. “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

12. “Never get bored or cynical.
Yesterday is a thing of the past.”
–Walt Disney

14. “What time
is the 3:00
parade?”