We welcome you to this Disney at Work podcast where we share best in business ideas from the Happiest Places on Earth. Disney CEO Bob Chapek, in a recent Bloomberg interview, shared the following:

“Our guest satisfaction scores since we have re-opened across the world have shown that indeed, our guests are more satisfied than they were even before the pandemic.”

Is this so? Is Disney’s customer satisfaction better than prior to the pandemic? How could it be when COVID has slowed everything down, when guests are having to make a reservation, wear masks, and stay socially distant? How could you have better customer satisfaction when there are no parades, no character meet ‘n’ greets, when many shows attractions are not available and no fireworks mark the conclusion of a park day? We’ll look at how this is not only possible, but what implications there are in your organization and how you should consider the possibilities of improving customer satisfaction, even under difficult times.

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