The Walt Disney Company – Still a Benchmark for Excellence

Like all organizations, The Walt Disney Company makes mistakes. Had the management listened more attentively to Cast Members’ reports of Guests feeding the ducks and alligators in the Seven Seas Lagoon, perhaps the tragic death of 2-year old Lane Graves could have been prevented. Yet, for over 40 years, there has never been an incident on the scale of the alligator attack at any of Disney’s properties. Disney’s safety record is stellar. In 2015, the Magic Kingdom had over 19 million Guests and only 27 significant Guest injuries, while Universal Studios’ Island of Adventure had 8 million guests and 76 significant guest injuries. Despite its flaws, Disney is still an excellent example from which any organization can learn. Here are examples of The Walt Disney Company’s global success: * Disney owns 9 of the Top Ten theme parks in the world * Disney owns 6 of the Top Six theme parks in the US * Disney Cast Member turnover is 1/5 of the industry average * 10 of the Top Ten animated feature films of all time, as reported by Rotten Tomatoes, are from Disney/Pixar I tell our clients that The Disney Way training is designed to be a starting point to create their own unique customer-centric cultures. The key is “innovate, don’t imitate!”

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