Topic: Toyota Canada Consults With Disney To Improve Dealer Experience

[Autos_Editor]

Disney Institute brought in to improve "customer satisfaction and loyalty"

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[Fobroader]

Yeah....cause thats what Im looking for in a car buying environment, Mickey and Goofy.... 

[Northernridge]

Don't laugh, I know several large (global) consumer retailers that have engaged Disney to help them improve their own 'Customer experience management'. Like anything else, there is a long list of best practices for this...it's a thing.

[Fobroader]

Don't laugh, I know several large (global) consumer retailers that have engaged Disney to help them improve their own 'Customer experience management'. Like anything else, there is a long list of best practices for this...it's a thing.

But Disney...really....

[HeliDriver]

My brother is a small business owner/entrepreneur. He went down to California to attend a seminar at the Disney customer service institute and said it was great.

It's got nothing to do with Mickey and Goofy.

[Northernridge]

Don't laugh, I know several large (global) consumer retailers that have engaged Disney to help them improve their own 'Customer experience management'. Like anything else, there is a long list of best practices for this...it's a thing.

But Disney...really....

Kings of customer experience management...it's all engineered. The Magic Kingdom is really the Managed Kingdom.

[Fobroader]

Really....never knew they were into all the customer experience thing.

[Snowman]

Really....never knew they were into all the customer experience thing.

That is their business. They don't sell cookies.

[tooscoops]

as most on here feel... the whole car buying experience is pretty mickey mouse... so it all makes sense.


i've heard disney referenced in many businesses. makes sense to me. they have high standards and great public perception. rarely do you hear about people suing disney or complaining about their trips... they find ways to give the impression of high class on a budget. i'm sure it will be found out that it's basically a sweatshop and every employee is mistreated.. but for now, they do a great job (just don't look behind the curtain)

[quadzilla]

A long time ago in school we were shown a video on how Disney is run and I was amazed. I can't even remember how many miles of underground tunnels they have there. I think there are now a couple of films out there showing the same thing. Its no shock why they are so successful. 

[rrocket]

as most on here feel... the whole car buying experience is pretty mickey mouse... so it all makes sense.

Not so much Mickey Mouse.....more like the bait and switch and cheating that occurs in the games area....

[rrocket]

A long time ago in school we were shown a video on how Disney is run and I was amazed. I can't even remember how many miles of underground tunnels they have there. I think there are now a couple of films out there showing the same thing. Its no shock why they are so successful.

It's odd...Lexus is among tops for customer service.

Do they really need Disney to figure it out for Toyota?

[quadzilla]

It's odd...Lexus is among tops for customer service.

Do they really need Disney to figure it out for Toyota?

What kind of news story would that be? "Toyota consults with Lexus to improve dealer experience".  Nobody would read that.

[Snowman]

A long time ago in school we were shown a video on how Disney is run and I was amazed. I can't even remember how many miles of underground tunnels they have there. I think there are now a couple of films out there showing the same thing. Its no shock why they are so successful.

It's odd...Lexus is among tops for customer service.

Do they really need Disney to figure it out for Toyota?

Perhaps that is where Lexus went.

[Northernridge]

They're buying process. And experience management is much more expansive than just service...it'll extend right into the smells in the showroom (seriously), lighting, furniture, uniforms of service people, landscaping, merchandise displays, reception/phone greetings, and on and on until Toyota runs out of money or interest.

[Fobroader]

They're buying process. And experience management is much more expansive than just service...it'll extend right into the smells in the showroom (seriously), lighting, furniture, uniforms of service people, landscaping, merchandise displays, reception/phone greetings, and on and on until Toyota runs out of money or interest.

Holy all encompassing......its that in depth?

[rrocket]

They're buying process. And experience management is much more expansive than just service...it'll extend right into the smells in the showroom (seriously), lighting, furniture, uniforms of service people, landscaping, merchandise displays, reception/phone greetings, and on and on until Toyota runs out of money or interest.

Again....Lexus is very highly rated in the whole process.

Lexus showrooms, particularly American ones are very impressive. The one we use in the US has a coffee bar with a barista to rival Starbucks. Airy with beautiful materials throughout.

I'm guessing they need Disney because Toyota is more for the masses than Lexus.

[rrocket]

They're buying process. And experience management is much more expansive than just service...it'll extend right into the smells in the showroom (seriously), lighting, furniture, uniforms of service people, landscaping, merchandise displays, reception/phone greetings, and on and on until Toyota runs out of money or interest.

Holy all encompassing......its that in depth?

Yes indeed.

[tpl]

They're buying process. And experience management is much more expansive than just service...it'll extend right into the smells in the showroom (seriously), lighting, furniture, uniforms of service people, landscaping, merchandise displays, reception/phone greetings, and on and on until Toyota runs out of money or interest.

Hmmmm Maybe the government should employ this for all their public facing departments...I'm thinking Dervica Canada and Service Ontario here.   How about this treatment applied to police stations....they have the uniforms but how about the smell of fear replacing the smell of drunken street people.

[Fobroader]

They're buying process. And experience management is much more expansive than just service...it'll extend right into the smells in the showroom (seriously), lighting, furniture, uniforms of service people, landscaping, merchandise displays, reception/phone greetings, and on and on until Toyota runs out of money or interest.

Holy all encompassing......its that in depth?

Yes indeed.

See, I had no idea that the whole process was so indepth. Thought it was just build a building, hire interior decorator and fill with salesmen....