Spotted this question at Disney Institute’s Facebook Fan page:
Here’s more in-depth look at how Guestology works:
The power or the Disney Magic comes from knowing customers and looking beyond the words being used to figure out how to exceed guest expectations. Something that happens on-site may not be our fault, but it is our problem. And that means that it must be fixed to exceed expectations.
Disney even has a Guestology compass: Needs – basic, Wants – preferences associated with needs, Emotions – the positives, and Stereotypes – maximize positive stereotypes/minimize negative ones.
I’m a big Disney fan and had no idea about Guestology. Very exciting!