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Module 4 Reference

Guestology, a term coined by Bruce Laval at The Walt Disney Company, focuses on understanding customers as 'guests' to enhance their experience. It emphasizes maintaining the 'magic' of experiences by ensuring that everything presented to customers is polished and well-prepared. Walt Disney's vision for Disneyland in the 1950s was centered on exceeding guest expectations to foster lifelong loyalty.

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11 views

Module 4 Reference

Guestology, a term coined by Bruce Laval at The Walt Disney Company, focuses on understanding customers as 'guests' to enhance their experience. It emphasizes maintaining the 'magic' of experiences by ensuring that everything presented to customers is polished and well-prepared. Walt Disney's vision for Disneyland in the 1950s was centered on exceeding guest expectations to foster lifelong loyalty.

Uploaded by

froilan copiling
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Guestology is the art and science of understanding and knowing your customers.

Coined by Bruce Laval, an industrial


engineer at The Walt Disney Company, it emphasizes viewing customers as “guests” and understanding their
needs. The philosophy behind guestology is to maintain the “magic” of experiences, ensuring that what appears in
front of the customer is always the finished product – characters and themes in the right place, with all maintenance
done behind the scenes12. When Walt Disney created Disneyland in the 1950s, he focused on the guest experience,
aiming to exceed expectations and create lifelong customers

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