How does a business exceed customer expectations without going broke?
At this point, exceeding customer expectations does not take a lot. In fact, it usually only involves just being considerate of the needs of our customers. This can be as simple as doing one additional thoughtful action that was not expected and takes a customer from feeling satisfied to WOW! In the book “Inside the Magic Kingdom” Tom Connellan shows how Disney staff exceeds customer expectations by doing small things that improve the experience of their guests. For example, Connellan highlights how the park tries to identify what problems could come up when guests park their cars and finds solutions to the most common issues. So if you lock your keys in your car or forget where you parked, they have a system in place that takes away the stress and solves the problem. This little added convenience, that was not expected, has caused many guests at the park to think, WOW! It is this type of thinking that allows Disneyland, the Ritz Carlton, and other exceptional businesses to exceed thei
