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When it comes to delivering the best experience to consumes, consumer-facing-businesses generally lookup to few companies for standards. Apple, Amazon, Netflix, FourSeasons, LinkedIn are some of the examples. Disney experience is apparently the gold standard. Disney spent $1B to raise the bar and to stay relevant in a world where technology has become uber pervasive.
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© 2011 SAP AG. All rights reserved. 1
Jitender Aswani
Every Customer’s “I Wish” The Disney Experience
© 2011 SAP AG. All rights reserved. 2
$13 Billion in annual parks & resorts
revenues
30 million unique guests come
every year
122 million admissions handled every
year
© 2011 SAP AG. All rights reserved. 3
…[we must find ways to] increase the time guests spend with [us], thus improving the opportunity to extract additional cash along the way…
Challenge
© 2011 SAP AG. All rights reserved. 4
$1 Billion investment at “what the future may look like”
MyMagic+
© 2011 SAP AG. All rights reserved. 5
Magic Band
All-‐in-‐One ConnecOon to Plans and Experiences
© 2011 SAP AG. All rights reserved. 6
Ticket Wallet Room Key
Magic Band is your room key, 3cket, wallet (pay for souvenirs & food), carry fast-‐pass, use for augmented reality…
© 2011 SAP AG. All rights reserved. 7
…when purchases are easier and
cash-‐free, people spend more…
© 2011 SAP AG. All rights reserved. 8
…when experiences are memorable, people frequent
more…
© 2011 SAP AG. All rights reserved. 9
… [We] must aggressively weave new technology into [our] parks — without damaging the sense of nostalgia on which the experience depends — or risk becoming irrelevant to future genera3ons…
Balanced Approach
© 2011 SAP AG. All rights reserved. 10
Stay Relevant
Move the needle (Revenues and Cost)
Enhance Experience
Virtuous Cycle