Let’s talk Successsful Customer Outcomes (SCO) then…

How do Disney weave their magic?

The recent article ‘The World of Magic’ resulted in a series of questions around ‘what is the SCO?¨. Well as it is so often said it isn’t rocket science. In fact it has to be one of the simplest concepts available in business today – and yet so often missed. It is often so simple it is elegant, so let’s review what Disneys SCO might just be…

Most of us have been there. A car full of screaming kids eager to start their Disney vacation however trouble is you’ve driven six hours (or flown ten) and frankly the last thing you want to do is fight the car lot. Much better find that quiet hotel room and bar and chill until tomorrow? Not so. This is the kids vacation and they’re going to squeeze every minute out of the long awaited trip to the Magic Kingdom. So what say Disney in this situation? Do they leave you to fight the crowds, get incredibly irritated and leave you with a pile of now prickly family? Well no – they have been there too after all and it is real easy to see it from the customers point of view. {more}

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