Section B Introduction I have identified that it will be vital to the success of any organisation/business that high quality
, effective customer service is provided. I have researched and analysed why this high quality, effective customer service would be needed by a company such as Disneyland Paris. This high quality, effective customer service which needs to be provided by Disneyland Paris would include that cast members are all; well presented, polite, courteous, approachable, tactical, greeting and have good public relations. If Disneyland Paris succeeded in providing this high quality, effective customer service it would give that chance for their customers to relax and enjoy their holiday. The customers of Disneyland would also feel like valued customers and in turn would increase the chance that they return to the Disneyland Paris Resort, resulting in return custom being provided. This repeat custom would help to increase sales and revenue for Disneyland, through the repeat custom and also through good word of mouth which would lead to an increase in reputation. On the other hand, if high quality, effective customer service was not provided by Disneyland Paris, their customers would feel angered by the way they are being treated and would not feel valued. This would potentially lead to Disneyland losing sales and receiving a number of complaints against their staff. This in turn would lead to bad word of mouth being spread about Disneyland and people who planned to visit Disneyland in the future may not do so and visit another theme park such as Alton Towers. This would cost Disneyland sales, revenue and market share. I have indentified that in order to increase the success chance of an organisation/business that company must first set either aims/objectives or a good, well thought out mission statement. The business I chose to evaluate was Disneyland Paris and I have discovered that in order to be and remain a success Disneyland has decided to create a mission statement which includes exactly what they plan to achieve and how they plan to achieve it. Their mission statement is to: “To bring families together and create the world’s most magical smile! Disneyland Resort Paris has been brining magic to the child in us all for over 15 years. But behind the magic is the company’s commitment – to it’s
if the mission statement or aim which was originally set was too simple and was easily met by Disneyland they may not want to advance past this point and not advance or improve as a business. On the other hand.” This mission statement would be important to Disneyland as it gives them something to work forward to and something to achieve. This could be potentially vital to the success of Disney as their competitors could be constantly improving and adapting and customers may lose interest into visiting the Disneyland Paris Resort. innovation and dedicated effort. That kind of commitment takes firm belief. to the community. SWOT Analysis
. to the environment and the lle-de-France region. If a business does not have a purpose or a clear goal they may get lost and not achieve what was originally planned. to it’s case.Section B shareholders.
Below is an example of the type of offers Disneyland currently have in place:
. . .Park Layout. .Build and develop rides. .Two Parks (Main Park + Walt Disney Studio’s).Signposts and maps are all multilingual.
Opportunities. . .Improve on language barrier. . .Other theme parks.Reputation. . .
I have highlighted that there are a large number of strengths for the Disneyland Paris Resort.Increased pollution in Paris. These special offers and deals apply to a range of people who may visit the Disneyland Resort ranging from families to business customers. . .Good product knowledge. compared to the number of weaknesses. .Queue jumper tickets. .Litter. .Section B
The first strength I have highlighted for Disneyland Paris is. . Threats.Multilingual cast members.Special offers.Limited area to expand with. This shows me that the current plan and layout of the Disneyland Resort is up to a high standard and then have everything planned out and cater for a large number of people’s wants and needs. Weaknesses. . the wide variety of special offers and deals they currently offer.Don’t cater for all ages.Disabled facilities.Expensive. .Develop customer service.
This package would benefit people with a lower income who intend to visit Disneyland Paris as if they visit Disney in between these off peak times they could receive a large sum of money from their total payment and also families with children under the age of 7 years old would gain free access to the park and free accommodation. which will lead to a greater customer satisfaction. Tickets for the 2 Disney Parks for each day booked. The main theme park was
. This deal would attract some customers who maybe short of money and only need a quick get-away. Don't miss your last chance to celebrate Mickey's Magical Party and save up to 30% off your 2 nights / 3 day stay PLUS All Kids Go Free! You must book by 29th March for arrivals until 1st April. these include: “ SAVE UP TO A MASSIVE 40% at Disneyland Paris!! Book a minimum of 2 nights/3 days at Disneyland Paris to arrive between 5th April and 8th November 2010 and you could get up to 40% off your Disney Hotel PLUS KIDS UNDER 7 GO FREE! Package includes: Accommodation in a Disney Hotel. PLUS All Kids Go Free Under 12 Years Old. Breakfast in your Disney Hotel. “ This package would suit families with slightly older children who may wish to have a quick get away break at the last minute. I have researched into each of these parks and discovered that the rides and theme’s of each park were different. This contributes to good customer service as it will enable a wider range of customers to visit the Disneyland Paris Resort. The second strength which I have highlighted for Disneyland Paris would include the fact that they have created two parks which include the main theme park and Walt Disney Studio’s. Another package in which I have found includes: “ Last Minute Offer! Don't miss your last chance to celebrate Mickey's Magical Party and save up to 30% off your 2 nights / 3 day stay PLUS All Kids Go Free! You must book by 29th March for arrivals until 1st April. FREE Kids under 7 years old. Having these different packages would help to increase sales and revenue for Disneyland as it would enable more visitors from lower socio-economic groups or people with large families to visit the resort.Section B Disney provide.
I have also discovered that this strength links in with my next strength of park layout. Disneyland would lose sales and revenue from not making their park layout simple and understandable for people of different cultures. This would link in with good customer service as it would enable customers to easily understand and navigate the park. Consequently. This would be the case as it would be important to the success of Disneyland. they may get frustrated with cast members and in turn not wish to visit the resort again. containing rides which aren’t as fast and thrilling. would increase their satisfaction and potentially provide good
. Whereas. This would lead to good customer service as it would provide the customers with a greater depth in entertainment and satisfaction. of all ages. as if customers visiting the Disneyland resort could not navigate the resort and find what they are looking for. Walt Disney Studio’s had a slightly older theme and more thrilling. Below is a list of which rides are situated in each park: Rides In The Main Theme Park – Space Mountain Buzz Lightyear’s Laser Blast Star wars The Temple of Peril Big Thunder Mountain Star Tours Phantom Manor Peter Pan's Flight Pirates of the Caribbean Dumbo It's a Small World Alice's Curious Labyrinth Rides In Walt Disney Studio’s – Art of Disney Animation Flying Carpets Over Agrabah Animagique Crush's Coaster Production Courtyard CinéMagique Stitch Live Playhouse Disney Live on Stage Studio Tram Tour: Behind the Magic The Twilight Zone Tower of Terror Rock ‘n’ Rollercoaster.Section B based mainly at children. increases the sales and revenue generated by Disneyland. Aerosmith It would be important that Disneyland cater for all age groups as it would attract a larger range of customers into their resort. faster rides which I discovered to be aimed at an older generation. with rides to please the whole family. which in turn. which in turn.
Section B word of mouth about the level of service they were provided with. If this good word of mouth was provided then Disneyland may generate more sales to do an increase in consumer activity. 2 3 . Below are the figures to support this claim:
1. 2 8
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Around 195 million visitors since 1992
Intent to revisit Intent to recommend
14. effective customer service will help to increase sales and revenue and in turn make Disneyland the most visited tourist attraction in Europe. 5 1 . 3 6 . The next strength for Disneyland which I have identified is their untouchable reputation. 6 2 . This would be a major strength as the increased reputation in Disneyland and their high quality.
This would therefore mean that it be important that Disneyland provide their customers with a range of different languages being spoke at the resort or a use of universal symbols. This would lead to good customer service as. it would be vital that Disneyland meet this aim in order to generate customer satisfaction and repeat custom. this would look bad for Disneyland and customers would not have faith in the cast members around Disneyland. if the customers queried certain products or services. the cast
. their customers may get frustrated by not being able to read the various signposts or maps provided by Disneyland and in turn get angry and aggressive with cast members at Disneyland. On the other hand. These two strengths include. for example. This would again enable Disneyland to provide excellent customer service as if their customers could easily navigate their way around the park they would have an increased level of customer satisfaction due to being able to find every ride with no problems. These are the pictures which I have taken of the various signposts located around the Disneyland resort.Section B This would relate with the level of customer service which needs to be provided as when customers visit the Disneyland resort they will be expecting a high level of customer service to be provided. if customers asked questions to cast members and they didn’t have a clue what the customer was talking about. This would lead to a bad word of mouth being spread about Disneyland and in turn would lower the sales and revenue for Disneyland. therefore. breaching the trade descriptions act 1968. This would lead to the customers not wishing to return to the Disneyland resort and spreading bad word of mouth which could potentially harm their high reputation. Another strength I have identified for Disneyland would be that they have trained their cast members up with an extensive knowledge into the variety of products Disneyland currently sell. highlighting multilingual and universal symbols. If this was not provided by Disneyland. This would be important to the success of Disneyland as they have a large variety of customers visiting from all over the world who are all from different cultures and speak different languages. Disneyland could be held liable for providing this false information and consequently. The next two strengths I have linked together and identified that they will both help to increase the success of the Disneyland Paris resort. “this watch is waterproof” when it was not waterproof. multilingual cast members and signposts and maps are all multilingual. This would be important in order to comply with the trade descriptions act 1968 as if Disneyland’s cast members provide customers with false information about a certain product.
This would be strength for Disneyland as it would mean that Disneyland’s customers could pay extra but not have to wait in such long queues. etc.Section B members could provide the customers with the exact information they are searching for which would lead to an increase in customer satisfaction and belief in the cast members. Some of the disabled facilities located around the Disneyland resort include. wheelchair access. wheelchair customers and that they cater for a wide range of people. a meal in Planet Hollywood which I priced at £25 per meal. I discovered that if you want a reasonable meal the cheapest place you could visit was McDonalds which is priced at round about £6 per meal depending on what you order. Catering for this wide range of people will help Disneyland to increase both sales and revenue by generating more custom for their resort. This would therefore be a weakness to Disneyland as
. I realised that costs for food and products were extremely high and I spent a great amount of money of just food. Customers who may be slightly impatient would get this opportunity to purchase a queue jumper ticket which would mean they would be more satisfied than if they had to wait in such long queues. All these facilities will attract disabled customers into visiting the Disneyland resort and with the excellent reputation Disneyland currently has. specially designed disabled rooms. right up to. . This would lead to good customer service as customers would feel valued as they have the opportunity to skip queues for an extra fee and this in turn would help to increase customer satisfaction. The penultimate strength I have identified would the presence of disabled facilities throughout the Disneyland resort. they know they will be treated with the highest quality of care and respect.Weaknesses Throughout my stay at the Disneyland Paris Resort. This would be important to the success of Disneyland as it shows Disneyland care for their disabled. This would lead to good customer service as it would mean that disabled customers would feel like valued customers and they would feel secure with asking for help from cast members when faced with certain tasks or problems. wheelchair rental. This consequently would mean that they would have a much higher chance of returning on a holiday to Disneyland and in turn increase sales and revenue for Disneyland Paris. The final strength I have identified for Disneyland Paris Resort in their use of queue jumper tickets. disabled toilets.
The final weakness I have identified for Disneyland Paris is that they do not cater for all ages. This would be a weakness for Disneyland as local areas and people in Paris may protest against this increase in pollution and congestion throughout their city and either want Disneyland to employ people to clean up their city or be closed down. This would affect the level of customer service as customers from within France and Paris would be deterred from visiting the resort due to the level of litter and pollution they are producing. they would have insufficient land to build these rides and attractions on. this may gain Disneyland bad press and in turn decrease the reputation of Disneyland Paris. This would affect the level of customer service as customers may get bored with the same rides and attractions and as Disneyland would have limited space to expand. Consequently. Although there is the Hurricane Night Club. The penultimate weakness I have identified would be an increase in pollution in Paris and the surroundings areas. This would be a major weakness for Disneyland as if people started protesting about the increase in pollution in Paris. This weakness would also link in with my weakness of litter. This in turn would lead to customers being dissatisfied with their stay at the Disneyland Resort and spread bad word of mouth. This would therefore mean that Disneyland would either have to buy more land or create a new park which is a short walk or bus journey from the two current parks. they would be limited on the amount of new rides and attractions they can build. this would
. Disneyland could reduce costs of some products available at the resort. This would affect the level of customer service as customers may be grudged to pay these high costs and in turn argue or complain to higher ranked cast members. This would mean that Disneyland lose sales and revenue. This would be a major weakness as if Disneyland designed a series of new rides and attractions. on their own as there is a lack of night life in the resort. During my visit at Disneyland I discovered that the resort would not be suited to males and females aged between 20-30 years old. A second weakness which I have highlighted for the Disneyland resort would be a limited area to expand with. this would lose Disneyland revenue and sales. this would lose Disneyland money and sales as people would not be purchasing main meals and accommodation with Disneyland. This would be the case as if there was an increase in litter around the park and the park became dirty.Section B people may be deterred from spending such extensive prices just to eat in the Disneyland Resort and may chose to stay in another hotel. This bad word of mouth could potentially lead to a decrease in sales and revenue for Disneyland. In order to ensure this does not happen. customers may not wish to bring their young children there. Main Park and Walt Disney Studio’s.
it would increase customer service and in turn customer
. Rock ‘n’ Rollercoaster. The second opportunity I have identified for the Disneyland Paris Resort would be to increase their language barrier. If this was done correctly. however. There are a number of rides already available at the Disneyland resort. may deter customers of this age group from visiting Disneyland and in turn. This would be done by asking customers to fill out a questionnaire about their stay at the Disneyland Paris Resort. This would affect the level of customer service as it would mean that males and females aged between 20-30 years old would not want to visit Disneyland or take any family members with them. This would lead to an increase is sales and revenue for Disneyland. when I ventured on some of the rides at Disneyland. The first of these opportunities would include building and developing new rides.Section B not keep these customers entertained every night for a week. The Twilight Zone Tower of Terror. however. From this data Disneyland could discover what they are doing to a high standard and which areas they are currently lacking in and improve these areas. the warning video’s were all in French and such a small percent of visitors to the Disneyland Paris Resort will actually speak French. . Aerosmith Crush's Coaster and Space Mountain. This would benefit Disneyland as they would be able to interact with their customers much more freely and efficiently. more unusual languages. This could potentially increase the level of customer service provided as it would mean customers would be able to communicate with cast members easier and in turn would feel like more valued customers as specified cast members would have took the time to learn their language or Disneyland employed cast members especially with the knowledge of different. this would extensively increase interest into Disneyland and potentially greatly increase their sales and revenue. Disneyland currently provide their customers with a range of maps and signposts which are multilingual. there is currently only a small number of high thrill rides at the park which include. This could potentially increase the level of customer service provided as it would mean customers would have a new interest in the new rides built by Disneyland and give them a great incentive to return or visit Disneyland for the first time. This in turn. The final opportunity I have identified would include Disneyland’s chance to develop customer service. If Disneyland were to build a series of new high thrill rides. This in turn would show a decrease in sales and revenue for Disneyland. Disneyland would lose sales and revenue.Opportunities During my visit to Disneyland Paris I analysed their park layout and design and how they operate and came up with three different possible opportunities.
this would also help to increase sales and the reputation of Disneyland Paris. This competition if successful.Threats The only threat I have identified for Disneyland Paris would be their competitors taking business from them. This would show an increase in Disneyland Paris’ cash flow. these include: Th13teen Air
. As Alton Towers are Disneyland Paris’ major competitor. etc. As I have identified that Disneyland Paris have a limited amount of thrill rides. the Eiffel Tower. effective customer service which they provide. Thorpe Park. This could potentially increase the level of customer service provided as it would mean customers could give their opinions on the level of customer service they have received and any areas in which Disneyland have been providing low customer service can be improved. The first weakness I have made a recommendation on how Disneyland Paris could prevent happening is the increased pollution and litter in Paris. Louvre Museum. I have looked at the number of thrill rides Disneyland’s competitors currently have. I have indentified that Disneyland Paris is a tourist attraction and therefore. This recommendation may also lead to Disneyland Paris gaining awards for their efforts within the local community and in turn. Alton Towers. This links in with the level of customer service as other tourist attractions could provide a much better level of customer service than Disneyland and this may entice customers to visit different tourist attractions. In order to counteract this weakness Disneyland Paris could employ a number of cleaners throughout Paris to try to cut down the increase pollution. .Section B satisfaction.Recommendations After indentifying the weaknesses and threats of Disneyland Paris which may hinder the success of any Disneyland Paris and their high quality. This would lead to an increase in local interest for Disneyland Paris and would help to increase their sales and revenue. would face stiff competition from other tourist attractions bases around Europe. Another recommendation which I have made for Disneyland Paris would involve their potential threat of other theme parks. it would mean that the residences of Paris would feel that Disneyland are giving something back to their community and that they are valued and Disney care about them. could potentially take custom and consequently sales and revenue from Disneyland Paris. I have researched into the number of thrill rides they currently own. . Some competition Disneyland may face would include competition from the likes of. however.
. Meetings. effective customer service. EPOS. Visual. Email. I believe that there would be an increased attraction in Disneyland Paris which. Interviews. Reports. customers. In conclusion. would help to increase the number of visitors per year to the Disneyland Resort Paris. Notices. Letters. create and build more thrill rides. Memos. body language. Talking to staff. surveillance cameras. Written. television. this increased number of visitors on an annual basis will help to increase the number of sales and in turn revenue. Sigh language. -
. Whilst researching into communications I have been able identify four main areas of communication which will all be important to Disneyland Paris. Speeches.Section B The Blade Enterprise Nemesis Oblivion Rita Ripsaw Submission
These nine thrill rides which Alton Towers currently own compare with Disneyland Paris’ five thrill rides which include: The Twilight Zone Tower of Terror Rock ‘n’ Rollercoaster Aerosmith Crush's Coaster Space Mountain
Therefore my next recommendation would be that Disneyland Paris design. All these areas of communication will be important whilst Disneyland Paris are communicating with customers and cast members as there will be a wide variety of different cultures and languages spoke throughout Disneyland Paris. photographs. posters. these include: Spoken.Communications I have identified that communications will be vital to the success of Disneyland Paris when providing high quality. Electronic. If this recommendation was met.