Disney Model: A Powerful Model

The Disney Model: Creating Magic Through Service Excellence

The Disney Model represents a comprehensive approach to managing customer experience, organizational culture, and service excellence - pillars that have made Disney a global benchmark. Based on solid principles such as safety, courtesy, inclusion, show, and efficiency, this model seeks not just to meet expectations, but to exceed them, creating memorable experiences that inspire loyalty and admiration.

The Disney Model Involves:

The Disney Model stems from a simple yet powerful conviction: every interaction is an opportunity to create a magical moment. From the first contact to the farewell, guests must feel like protagonists in a carefully designed experience meant to surprise, move, and leave a lasting impression. At Disney, there are no "customers" - only guests - and their wellbeing is at the core of every strategic and operational decision. Memorable experiences are not accidental; they result from prioritizing anticipation of needs, flawless attention to detail, and emotional connection.

Empowering collaborators is essential to achieving this level of excellence. At Disney, Cast Members do not just perform functions - they play roles in a grand show where every gesture matters. They are intensively trained not only in technical skills but also in attitude, empathy, and proactive problem-solving. With autonomy and clear purpose, they are tasked with turning every challenge into an opportunity to reaffirm their commitment to the guest. This service culture starts from day one with iconic initiatives like Cross-Utilization Week, a tradition where executives swap offices for operational roles in the parks, serving ice cream or directing visitor traffic, experiencing firsthand the guest interaction. This immersion fosters humility and reinforces the importance of every role in creating magical experiences.

Attention to every detail is paramount. Nothing is improvised - from the spotless cleanliness of spaces to the seamless backstage choreography. Every detail aligns with a standard aimed at ensuring consistent and exceptional experiences. The model also promotes constant innovation - a direct legacy of Walt Disney - encouraging teams to seek new ways to surprise and delight, keeping each visit fresh and exciting. The result is an organizational culture where excellence is not just an aspiration but a tangible commitment that drives emotional loyalty.

Key Elements of the Disney Model:

• The 5 Keys to Excellence
  Safety, Courtesy, Inclusion, Show, and Efficiency: core values guiding every experience and ensuring impeccable standards.


• Dream, Reality, and Detail
  A virtuous triangle integrating inspiring vision, flawless execution, and obsessive attention to detail - foundations of every memorable experience.


• Focus on Internal and External Clients
  The magic starts at home: Disney seeks satisfaction for both collaborators and guests, convinced that a happy team creates happy experiences.


• Empathy and Effective Problem-Solving
  Assertive communication and anticipation skills are promoted to turn every challenge into an opportunity to amaze guests.


• Inspirational Leadership
  Leadership that inspires, empowers, and leads by example, building committed teams dedicated to creating happiness.

Ultimately, the Disney Model is more than a strategy; it is a living philosophy that turns satisfaction into delight, service into magic, and every touchpoint into an opportunity to build an unforgettable brand. A culture where excellence is not a goal but a way of being.

"Employee Experience represents the set of perceptions a collaborator internalizes throughout their journey within the organization, from hiring to their day-to-day work and eventual departure. It is the sum of everything they experience, feel, observe, and perceive, shaping their attitudes, behaviors, and emotions."
— Ernesto Yturralde