Disney Brand Loyalty
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Disney places a great deal of importance on customer loyalty. Explain why customer loyalty is so important to the corporation, then list and explain the strategies that Disney takes to ensure customer loyalty.
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Solution Summary
This solution provides a discussion regarding how Disney emphasizes customer loyalty in their business practices. It also provides a list of the measures that Disney takes to maintain customer loyalty, and explains the function and importance of each of these measures.
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Disney does not measure itself against customer satisfaction rates to consider itself a success but against customer loyalty. They feel that customer loyalty is the truest measure of how an organization is performing. To that end, Disney has a few customer loyalty steps they ensure they follow on a regular basis. As captured by Bruce Jones at the Disney Institute (2012), the steps are below:
-Understand the difference between customer needs and customer wants - When an organization delivers what a customer needs, they are meeting customer satisfaction. However, ...
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