The Walt Disney Company is known throughout the world for its commitment to customer service. This is most apparent in Disney's theme parks in Florida, California, Tokyo, Paris, and Hong Kong. Disney's commitment to customer service began with the company's founder, Walt Disney. His leadership and vision have made Disney the market leader in terms of customer service. "His willingness to take risks and blaze new trails, coupled with an innate understanding of what his customers wanted, resulted in the legendary business practices for which Disney destinations are famous." (Disney Institute, 2007). This paper will examine Disney's customer service model with particular emphasis on leadership and communication.
Walt and Roy Disney founded the Walt Disney Company began in the 1923 as a simple movie studio producing animated features. In 1934, Walt Disney decided to produce a full length animated feature, Snow White and the Seven Dwarfs. At the time, many believed a full length "cartoon" could not hold an audience's attention; however, Walt Disney proceeded with his vision. In 1937, the film was completed and became the highest grossing film of all time. This success was followed by other animated hits such as Pinocchio, Dumbo, and Bambi. In 1950, Disney produced its first live action film, Treasure Island, and a television Christmas special. Walt Disney saw the potential of television and began to produce television series' including Davy Crocket and The Mickey Mouse Club. Walt Disney was constantly looking for other entertainment mountains to climb. "One area that intrigued him was amusement parks. As a father, he had taken his two young daughters to zoos, carnivals, and parks, but he always ended up sitting on a bench as they ...