hnd客户服务与文化构建outcome2答案范文

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1、AnInvestigativeReportAnalysisontheCustomerCareStrategyinDisneyTableofContentsIntroduction3Section13Section26Section38Section49Conclusion10References11Appendix12IntroductionWaltDisneyParksandResortsruntheworldwideDisneyThemeParkandResort,designandconstructtheDisneyresortproject.Itbe

2、longstoTheWaltDisneyCompany.WaltDisneyParksandResortattractsmillionsofpeoplearoundtheworld.ItincludesDisneylandResortinCalifornia,WaltDisneyWorldResort,TokyoDisneyResort,DisneylandPairResort,HongKongDisneylandResortandDisneyCruiseLine.Disneycreatesspecialmemoriesandamazingattractio

3、nsattheParksforpeopleallovertheworld.Section1ThecustomercarestrategyofDisneyis‘providethebestentertainmentandhappinessforall’.BecauseoftheDisney’scorevalueiscreatejoy.Itshoweditsmissionclearly.Itisprovidehappinessfordifferentagesanddifferentgeographiclocationthroughbestentertainmen

4、t.Fromtheirpromise,thecustomers’variousneedsandexpectancycanbemeetingandexceeding.In1955,Disneyputforwardits‘weareprovidinghappiness’strategyfromthebeginningofDisneyThemeParkfounded.‘Happiness’isahumanisticsloganwhichwasthecustomers’need.Thestrategywasprovedsuccessfullyandmadeaninn

5、ovationin1971.Itisdrew‘bestentertainment’intotheoldstrategy.Theintroductionofthe‘best’isrecognizedintheturbulenttimesthereisalsoamarketcompetitive.In1990s,Disneyhasrecognizedthatbelowtheworldmarket,thevarianceneedsofpotentialaremoreandmoreimportant.Sotheyimprovethestrategyandprovid

6、etheircustomerservicefordifferentagesandgeographiclocations.After2001,Disneyobservedthecustomers’variousneedandchangestheirservicetheme.Atlast,theyproposed‘providethebestentertainmentandhappinessforall’strategy.ThemaincompetitorsofDisneyinChinaare‘HappyValley’and‘MerryLand’.Theyjus

7、tsatisfiedMajorChinese’sexpectancyanddon’tprovidevarianceservice.Thequalityofserviceisalsobeingcomplained.Disneyservesandsatisfiedallcustomers’expectancyinsteadofmajor.IthelpsDisneycreatedmagicalsuccessfulintheworld.AfterDisneyreviewitscustomercarestrategyandcomparewithitscompetito

8、rs.Disneyshouldensuretheim