DEBATE: Quality expectation

[manning]

I am listening to a PBS program that is doing a piece on Carnival Cruise Line. I have never cruised, so I don't know where they rank. However the president of the line made this statement.

"It is not enough to meet the expectation of the customer, but to exceed them." Words may not be exact, but that is what he meant.

This is his formula to be at the top of the cruise industry.

Do you think this is or has been Disney's goal?

[OnWithTheShow]

That exact line is used by leadership at Disney and has been for years. From what I hear Disney Cruise Line is one of the best in the industry as far as service goes.

[d-r]

My wife Melissa went on a carnival cruise when she was in college, and to talk to her it was one of the worst experiences in her life.

dr

[manning]

Let's broaden this out to include the parks and resorts.

[meowthew2]

"It is not enough to meet the expectation of the customer, but to exceed them."

That's just the standard line executives of any corporation make. Doesn't mean they actually abide by it, and most don't, including Disney.