MIT Sloan Management Review Article on The Magic That Makes Customer Experiences Stick

A participant in one of my Harvard Business School executive education classes told a story about a family trip to Walt Disney World in Orlando, Florida. She lost her purse in the park on the very first day: tickets, money, IDs, all gone. The highly anticipated vacation seemed all but over before it had begun. But when the family turned to a Disney employee for help, he gave them food vouchers and park tickets for the next day. And while the relieved family was enjoying the park, Disney employees searched for the purse — and found it. The executive enthused to my class: “Wow, what a company!”

About the Author

Stefan Thomke is the William Barclay Harding Professor of Business Administration at Harvard Business School.

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