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Customers Know The Difference

I’m a big fan of attention to detail.

One of the masters of attention to detail was Walt Disney. In his animated features and themeparks, he always made sure never to sacrifice the Guest experience. This was especially important in creating their imaginary world. A wrinkle or tear in the fantasy breaks the illusion.

It’s good to see this tradition continue at Disney.

This June the animated feature Wall•E launches in theaters. It has the plot line, “What if mankind had to leave Earth, and somebody forgot to turn the last robot off?” Perhaps you’ve seen the trailers?

The quality of the animation looks terrific, but that’s not why I’m writing.

Somewhere in the movie you learn that Wall•E is a product of the Buy N Large Corporation.

Disney has gone through the trouble of launching a full-featured website for Buy N Large. This fake (animated character) is made real by creating a real website about the fake company. It increases the believability factor.


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Not only that, but this fake site is better than a good portion of “real” business sites.

Take a look at your company. Are there ways you’re cutting corners that affect customer experience? Are there details you aren’t addressing because you think “no knows the difference?” I promise customers know the difference.

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