CRO Big Brother

[Texowl2]

Does anybody else hate how much information CRO asks for/requires when you make a reservation? Don't get why Big Brother needs/wants so much. Never seen this in any other vacation situation.......

 

[Eeyore1954]

Disney does gather a lot of data for marketing and research purposes. If I think some question is too intrusive, I simply reply that I'd prefer not to say. I do like that they "remember" past visits, what I've liked and didn't like. There've been some extra magical moments as a result of all this, so I figure it's an OK trade-off for me.

 

[QueenOfCelts]

Originally posted by Eeyore1954
Disney does gather a lot of data for marketing and research purposes. If I think some question is too intrusive, I simply reply that I'd prefer not to say. I do like that they "remember" past visits, what I've liked and didn't like. There've been some extra magical moments as a result of all this, so I figure it's an OK trade-off for me.

Do you have any examples of what they remembered that was helpful and examples of the extra magic?

 

[ead79]

Maybe it's the fact that I majored in marketing, but it really doesn't bother me at all. I think it's smart for Disney to keep records of all of a guest's trips for date compilation purposes. There are many ways to use the data in ways that would benefit guests. For instance, if they see that someone always travels with a discount it might help them decide to continue offering discount codes. Also, you might receive a postcard to return to a "favorite" resort where you've stayed many times or something like that.

 

[debster812]

Originally posted by QueenOfCelts
Do you have any examples of what they remembered that was helpful and examples of the extra magic?

I cannot speak for Eeyore, but in Jan of 2003 DH, DS and I stayed at PO-R in the Alligator Bayou section, very close to the pool, main building and food court. Excellent location.

I booked PO-R for Jan of 2004, and the CM asked if we had liked our location the last time, and if I would like to request that building/area again, or if I wanted to try something different.

It's all Marketing and research driven, I really don't think there is anything too terribly malicious behind it.

 

[skiwee1]

Originally posted by QueenOfCelts
Do you have any examples of what they remembered that was helpful and examples of the extra magic?

I can! Since Disney asks for birthdays and such they keep that on file. When my mom, myself, and my DD were all on a trip last April, the CM at check in said "Happy Belated Birthday to the 3 of you". We were kind of shocked as I NEVER tell anyone in my fax or reservation that we are celebrating something. I have always hated that as it looks like you are begging for a freebie. Anyway I told the CM that ou birthdays were a month earlier and she said she knew that but that they keep track of birthdays so the can do special things for special guests. Okay. So on the room we went to unpack. A few minutes later the door knocked. There was a CM loaded down with balloons, a birthday cake, party hats, blowers, Birthday cards, and the like! All for us! So yes they can and do use that info to make magic for us. And this was very special as we didn't have to grovel for a free cake in a fax! LOL!

 

[bunnyfoo]

The information they had on file for me wasn't even up-to-date anyway. When I recently called CRO, the last trip they had on file for me was in May 2003 I don't mind giving them some information about my trips etc... I'm hoping that I'll eventually get a postcard *lol*

skiwee1 -- I didn't know they kept track of birthdays. That's interesting

 

[QueenOfCelts]

Originally posted by skiwee1
I can! Since Disney asks for birthdays and such they keep that on file. When my mom, myself, and my DD were all on a trip last April, the CM at check in said "Happy Belated Birthday to the 3 of you". We were kind of shocked as I NEVER tell anyone in my fax or reservation that we are celebrating something. I have always hated that as it looks like you are begging for a freebie. Anyway I told the CM that ou birthdays were a month earlier and she said she knew that but that they keep track of birthdays so the can do special things for special guests. Okay. So on the room we went to unpack. A few minutes later the door knocked. There was a CM loaded down with balloons, a birthday cake, party hats, blowers, Birthday cards, and the like! All for us! So yes they can and do use that info to make magic for us. And this was very special as we didn't have to grovel for a free cake in a fax! LOL!

WOW! That's very nice. Tell me, were you staying concierge? I have had them bring balloons, cards, etc every year when we go for DS's birthday but I have always told them (groveled I guess?) that it was his birthday.

 

[luvmarypoppins]

I also dont like that they know way too much about us. I really dont know what they do with that info. After all the trips and money we have dropped at disney we have never had one thing special done for us, never an upgrade, never a postcard etc. I dont expect it and I dont care. All I know is that my new mission is to still have a good time and save more money., so will they miss us at the Poly, I doubt it, but if we get a postcard that would be nice, not that I would use it as it would probably be at a time we would never plan on going. I also dont like how they "suggest" things to you when you make dining ps. Last time they suggested cirque and the ice cream social. Hello, if I wanted that, I would have booked it, etc. I think I will ask why and what will you do with the info etc. next time. If it benefits me in no way, then I dont want to waste my time answering those questions.

 

[skiwee1]

Originally posted by QueenOfCelts
WOW! That's very nice. Tell me, were you staying concierge? I have had them bring balloons, cards, etc every year when we go for DS's birthday but I have always told them (groveled I guess?) that it was his birthday.

No concierge. I have never stayed concierge at WDW because I like the fun of booking my own PSs. I wouldn't book it for the food so I doubt I'd ever go that route.

 

[revrob]

I'm personally SICK TO DEATH of all of the QUESTIONS! I have called probably 10 times in the last week trying to work around some problems with trip dates and checking on oct/ap rates to come out. The last time I called I specifically said, "all information is the same, nothing has changed since the last time I called 3 hours ago" and I was told that they HAD to ask EVERY question every time I called. Well it's never gotten me a SINGLE thing! Not an upgrade, not a stinking balloon (even though I celebrate my birthday there every year), not even a STINKING POSTCARD! The heck with marketing! I guess they figure that I'm gonna keep coming even though I live halfway across the country and been there 10 times in the last 5 years. Why even BOTHER to market to ME!

 

[Pembo]

I don't mind them asking if it wasn't a long distance phone call!

 

[samnbilly]

Pembo-Just call the toll free #-(800)-828-0228

 

[Boardwalk Tigger]

JUST SAY NO!!!!!!!!!!!!!!!!!!!!!
I really don't like the questions at all. We are all asked way to many personal questions by too many businesses. Blockbuster wanted my social security number to rent videos.........I DON"T THINK SO......same thing with public library...no again was my response and I got both cards anyway. I tell ToysRUS...no you can't have my zip code when I purchase something. I have only told them a billion times before and it is on my check.

As far as Disney is concerned I politely interrupt them and say that I am only checking rates and don't have time to answer all their questions. They stop. It is a little creepy that they know when you have called before.

Do they have your Swan/ Dolphin ressie information? I don't think they do unless you book through them! Any thoughts from others

 

[We4mickey]

CM's have key questions that they are required to ask. If they don't and their phone call is being monitored they get points marked against them. Be patient with them, they are only doing their jobs.

 

[Boardwalk Tigger]

I am always polite with the CM's as they don't set policy, however I don't wish to answer all these questions every time and I convey this to them. Disney needs to know that this offends many people. The CM's I have talked to are great, always let me know this is not a problem and check for the information I need. If Disney refused to do this it would be a very foolish business practice. The CRO 's I have dealt with have handled it appropriately and made sure I had a Disney day

 

[QueenOfCelts]

Originally posted by We4mickey
CM's have key questions that they are required to ask. If they don't and their phone call is being monitored they get points marked against them. Be patient with them, they are only doing their jobs.

I think (but I could be wrong) that the complaint is that they are made to ask all those questions.

 

[BrianD]

WDW, in the last year & a half has rolled out an entirely new reservation system, which is part of an entirely new initiative to use information & technology to improve the customer's experience. This process is not complete. This is only the beginning. Believe it or not Pal Mickey is even tied to this initiative. The information is not being used so that Disney can sell it to advertisers and make a quick buck off of it, it's part of a plan to eventually make your experience at WDW more interactive & efficient.

If you still don't like all the questions, politely refuse to answer them. Better yet, don't call every three hours.

By the way, when I call, I usually have to go through a couple of automated questions, like "have you visited WDW more than once since 1998", etc., but what are ALL these questions that everyone has to answer every time you call?

 

[disneyjunkie]

Originally posted by BrianD
[B
By the way, when I call, I usually have to go through a couple of automated questions, like "have you visited WDW more than once since 1998", etc., but what are ALL these questions that everyone has to answer every time you call? [/B]

Zip code

Phone number

Name

Address

Email address

Name of those traveling with you

Birthdates of those traveling with you

When was the last time you visited us?

I'm asked these questions every time I call. It really annoys me.

My email address is always wrong, and they never have my last trip listed. When I get the prompt to enter my phone number, it never pulls up my information.

There's been a few times when I refused to give all the information and the CMs REFUSED to help me!

 

[Eeyore1954]

Originally posted by QueenOfCelts
Do you have any examples of what they remembered that was helpful and examples of the extra magic?

They seem to have an accurate record of past trips and park usage, because on mailings from them they seem "customized" to the parks we frequent the most. On one trip to the BC, we were upgraded (without asking and without notice) to concierge. It was our 1st time at BC and we had booked a std. view room with the silver plan.