What is Disney doing to its customer life cycle?

[Brian]

Wouldn't keeping the parks open later help with crowding? It wasn't more than 10 or so years ago you could be an on-site guest paying for no extra times and going during an off time of the year like early November and STILL be out at 1AM doing rides at the MK.

Those were the days, weren't they? I remember I stayed the night in a resort on a night that MK was open until midnight and we had three hours of EMH. It was such a unique experience.

To answer your question: yes it would, but at the cost of additional labor and other overhead.

 

[Club Cooloholic]

Those were the days, weren't they? I remember I stayed the night in a resort on a night that MK was open until midnight and we had three hours of EMH. It was such a unique experience.

To answer your question: yes it would, but at the cost of additional labor and other overhead.

So somehow ticket and room prices beat inflation by a lot, but we get less for it(yes the resorts offer less now too, goodbye kids clubs, and many have lost boat rentals and entertainment).

 

[Brian]

So somehow ticket and room prices beat inflation by a lot, but we get less for it(yes the resorts offer less now too, goodbye kids clubs, and many have lost boat rentals and entertainment).

Agreed. The value proposition, in my opinion, is really not what it used to be. It's a tough pill to swallow.

 

[Tha Realest]

Disney is in an interesting place. It said it essentially has too many customers visiting its parks and the customers are not spending enough. So Disney is actively looking to move up in price and shrink it’s customer base.
2. “un acquire“
3. Uber develop (get more revenue per customer)

not clear how they are doing with 1 - reaching newer wealthier customers. Or if they think they need to?

I think 2019 was instructive to them in this regard: they spent a billion on an entire new land that didn’t raise the needle in terms of attendance. If anything, it went down. But they made more money due to the variable ticket prices. I think they e (rightly) decided that they’ve reached a saturation point in terms of pure attendance numbers, and are instead focusing on squeezing more money out of those who do show up. It’s also a bad sign towards future big investments - again, from their perspective, if the Sure Thing of a Star Wars land doesn’t bring in the guests, what will?

 

[Tony the Tigger]

if the Sure Thing of a Star Wars land doesn’t bring in the guests, what will?

A better Star Wars Land.

 

[Ayla]

I've been a bit of a lurker here for the past couple months and have read over a lot of these threads bashing Disney for recent decision making. I'm hoping to offer some perspectives that may not be getting considered here.

I got to go for the first time in June of 2021. Unfortunately a lot of stuff was not back up and running yet and I did feel a bit ripped off ticket wise. That said, I recognize they were working towards bringing stuff back and have a trip planned for November of 2022 to try and get to some of things my wife and I missed. So despite the cost increases, Disney created a repeat customer in us, but I never got the experience of going when a lot more stuff was included at no extra charge. We're hoping to take kids in a few years because I personally felt magic was still there. Additionally, as someone that does not tolerate thrill rides/roller coasters, Disney has a lot I can do compared to other parks such as the local to me Hersheypark.

So I'm not sure Disney is hurting its customer life cycle as much as those that are angry truly want them to be. It's still a better value than, say, an NFL ticket or a NASCAR ticket - and those tickets sure aren't reducing in cost either.

I do think that people need to start being a little more grateful for even getting a chance to visit Disney while they were growing up or going every few years though. My parents could never even consider taking me to Disney. Honestly, it took kind of a perfect storm of things for my wife and I to even be able to go with my wife's family (we mapped out a plan for our trip for next year and do not need to rely on a perfect storm this time). Be a little grateful you got to have such a wonderful experience growing up. Not all of us were that lucky, although I can feel for you that some of the magic for you is now gone - there's millions of people that will never even be able to experience any of the magic.

The main thing I want to bring up though is that costs to maintain and operate are going up. That's for everything. Disney is not immune to the cost of food, materials, labor, etc. going up. They're going to adjust accordingly. My car insurance just went up despite no claims for 6 years and I was basically told I have to deal with it because the company's costs are going up. Disney has to pay those costs too, and like any consumer would do they're going to cut expenses to cover them, or go looking for how to make more money, or both. Just like most of us are not immune to the cost of all that stuff going up, Disney isn't either. Regarding the Magical Express specifically, Disney did not own that. Unless we know what the new contract details were for Mears to continue operating it the way Disney wanted, we really don't know who's at fault there. For example, if Mears was trying to increase Disney's cost by a large percentage why shouldn't Disney say no, especially with a push for the high speed rail line to fill that gap and amid other costs rising?

I know not many here are going to agree with the things I've said, but they are a different perspective I think was worth sharing.

I was 30 years old before I could go to WDW. Being raised by a single Mom with three kids and having a deadbeat father doesn't exactly say 'lap of luxury'.

I also have little tolerance for apologists.

 

[Club Cooloholic]

A better Star Wars Land.

Right? I think Star Wars land had so much potential. It's a cool place as it is, but needs more life to it. If you compare it to what Uni did with Harry Potter, they aren't even close. Walking around Star Wars land you feel like you might have happened upon some abandoned set, from the part of the films that delt with galactic shipping yards. Not exactly the place kids were dreaming of finally visiting. Juxtapose that with what Uni gives you, honest to goodness landmarks, stores and restaurants ripped right from the screen and the area populated with helpful Wizards. You could just take Knockturn Alley and put it up against the entirely of Star Wars land and nobody would say it's even close which is more enjoyable to walk around and has more to look at, Knockturn blows it away.

 

[Tony the Tigger]

Right? I think Star Wars land had so much potential. It's a cool place as it is, but needs more life to it. If you compare it to what Uni did with Harry Potter, they aren't even close. Walking around Star Wars land you feel like you might have happened upon some abandoned set, from the part of the films that delt with galactic shipping yards. Not exactly the place kids were dreaming of finally visiting. Juxtapose that with what Uni gives you, honest to goodness landmarks, stores and restaurants ripped right from the screen and the area populated with helpful Wizards. You could just take Knockturn Alley and put it up against the entirely if Star Wars land and nobody would say it's even close which is more enjoyable to walk around and has more to look at, Knockturn blows it away.

I almost brought up the Potter comparison, but I’ve said it so many times on these boards. “Generic space” was a mistake. The land is fine, but put me on Dagobah or Hoth, Bespin - so many ideas. I shouldn’t be able to tear myself away from a SW land.

 

[Club Cooloholic]

I almost brought up the Potter comparison, but I’ve said it so many times on these boards. “Generic space” was a mistake. The land is fine, but put me on Dagobah or Hoth, Bespin - so many ideas. I shouldn’t be able to tear myself away from a SW land.

You think it would have been simple considering putting the guest in the surroundings of the movies they have experienced is sort of what has worked since the MGM(yeah I'm old school) and really all the Disney parks opened.
It's not like when they opened Harry Potterville they said, "forget Hogwarts and all, let's show what that school the french girls came from in Goblet of Fire". Sure interesting, but no connection to it. And that is what Disney chose when they opened Star Wars land. It's should have been so easy, all the places you mentioned...the Mos Eisley Bar for the Parents, an Ewok Village play area for the kids, let me walk around the inside of a Walker. The rides they have are great, but they could have been great in a more interesting land too, not one that looks like a junkyard. And given the fact it's so hard to even ride Rise having other things for folks to do would have helped.

 

[Giss Neric]

While clearly Disney is targeting wealthier guests to come into the parks, money definitely cannot buy class.

EXHIBIT A: Woman decided to relieve herself somewhere other than a bathroom on Disney property (peed in a cup) and was asked to leave the park. She even "flexed" that she went to Aulani LOL!

 

[Club Cooloholic]

While clearly Disney is targeting wealthier guests to come into the parks, money definitely cannot buy class.

EXHIBIT A: Woman decided to relieve herself somewhere other than a bathroom on Disney property (peed in a cup) and was asked to leave the park. She even "flexed" that she went to Aulani LOL!

What the heck! So much wrong with all that. First, who videoed it, her friend? What does peeing in a cup because you can't make it to Crenshaw have to do with peeing in a cup in WDW, where there are bathrooms everywhere?

 

[Goofyernmost]

Those were the days, weren't they? I remember I stayed the night in a resort on a night that MK was open until midnight and we had three hours of EMH. It was such a unique experience.

To answer your question: yes it would, but at the cost of additional labor and other overhead.

There used to be a saying in business that "you had to spend money to make money". Offering those perks at the time were not valued only by how many people were actually taking advantage in any given night, but how many people it drew to the parks to begin with. Personally I never attended those, because after a day in the parks, I felt like shredded underwear. There was nothing left in me to even stand up much less go more. However, it created an image that probably was worthwhile overall. Than you have a situation where accounting counts the number of heads there at that moment compared to sales of merchandise. Than doing the math found that they weren't recovering the costs and decided that lost leaders were just an expense with no positives connected. And then another one bites the dust.

To just say in a quiet, somewhat sad way, I am glad that my birthdate allowed me to experience what was a Disney Park, still expensive when compared with income, but affordable. It honestly gave you so much for your money all the while, remarkably, still making money. Who'd a thunk it! Something that can no longer be experienced but, as long as my memory holds on, I will never forget how I felt during those years.

 

[Lilofan]

Those were the days, weren't they? I remember I stayed the night in a resort on a night that MK was open until midnight and we had three hours of EMH. It was such a unique experience.

To answer your question: yes it would, but at the cost of additional labor and other overhead.

The days of evening EMH for 3 hours are long gone. I recall during Christmas to NYE, MK on several days opened until 1am, evening EMH 1am-4am and the park reopened to guests 3 hours later at 7am.

 

[Club Cooloholic]

There used to be a saying in business that "you had to spend money to make money". Offering those perks at the time were not valued only by how many people were actually taking advantage in any given night, but how many people it drew to the parks to begin with. Personally I never attended those, because after a day in the parks, I felt like shredded underwear. There was nothing left in me to even stand up much less go more. However, it created an image that probably was worthwhile overall. Than you have a situation where accounting counts the number of heads there at that moment compared to sales of merchandise. Than doing the math found that they weren't recovering the costs and decided that lost leaders were just an expense with no positives connected. And then another one bites the dust.

To just say in a quiet, somewhat sad way, I am glad that my birthdate allowed me to experience what was a Disney Park, still expensive when compared with income, but affordable. It honestly gave you so much for your money all the while, remarkably, still making money. Who'd a thunk it! Something that can no longer be experienced but, as long as my memory holds on, I will never forget how I felt during those years.

The thing is, there were folks like yourself that were shredded at the sunset, then there were park commandos who were going to be there 16 hours, and then there were people who slept in or hung by the pool, and didn't even show up till late afternoon, which helped make it a little less crowded for the day visitors.

 

[Sith196]

I was 30 years old before I could go to WDW. Being raised by a single Mom with three kids and having a deadbeat father doesn't exactly say 'lap of luxury'.

I also have little tolerance for apologists.

You can see it as me being an apologist, that is your choice (and I can see how it may come across that way). I was merely offering some perspectives that people clearly aren't thinking about.

 

[Ayla]

You can see it as me being an apologist, that is your choice (and I can see how it may come across that way). I was merely offering some perspectives that people clearly aren't thinking about.

My children would probably fit into that perspective, since they grew up going to Disney. I did not. I was a married mother of 2 before I enjoyed Disney for the first time.

Making a valid criticism (as a long time disney-goer) does not make me ungrateful for the trips I've had or the memories I've made with my family.

It is disingenuous to come on here as someone who just had their very first visit ever and screech "how dare you criticize this place, I had the best time ever! You should be thankful you were able to visit, you ungrateful brats!" Oh, don't forget the #blessed hashtag.

 

[Brian]

The days of evening EMH for 3 hours are long gone. I recall during Christmas to NYE, MK on several days opened until 1am, evening EMH 1am-4am and the park reopened to guests 3 hours later at 7am.

Indeed. It was nice while it lasted.

 

[Lilofan]

Indeed. It was nice while it lasted.

Guests were of a different mindset. I met a fellow guest at 8am at DHS on NYE one year. He said he and his family plan to stay until closing time - 3am on NYE.

 

[GuyFawkes]

I miss the late closings. 1 AM was plenty of time for us to hit the parks, head back to the room for swimming, dinner etc. and then back to the parks when it was cooler. I'm sure it spread the crowd out as well.

I was there one time when the park was open till 4AM or something like that. Kids were too small at the time to try that. Not sure if the kids would last that long now? I would but I like the parks at night.

 

[KBLovedDisney]

Disney is boiling the frog. The frog is still smiling and wearing its Mickey ears - but its starting to suspect something is amiss.

Yep! I'm out!