Disney keep customer profiles?

[jnsma]

We just got back from a trip to WDW. During our stay we ate at the California Grill one night to watch the fireworks. Somehow we got what I'd consider the best table in the house. It was at the window on the corner overlooking the MK. The view was amazing (the food pretty great too). It was pretty cold outside so it was really nice to not feel like we had to go outside for the fireworks, we missed some of the noise from the firewords but that was a small price to pay.

The first question we had as we were being seated was, "What did we do to deserve this table". It got us to thinking, did we just luck out or does Disney keep customer profiles and somehow reward repeat customers?

We had a 7:40 reservation in order to see the 8pm fireworks. We showed up ~20 minutes early and were seated almost imediately, I had placed our order for drinks at the bar but the bartender hadn't had time to make them yet. It was a Sunday of a long 3 day weekend (MLK weekend) so things weren't exactly empty but still not a holiday week

I've read that most restaurant reservation services like Open Table provide a feature where the restaurants can keep information about their customers. Since Disney has transitioned to on-line reservation, it seems like they could be doing the same thing.

I in no way think we are VIPs or high rollers when it comes to what we spend at Disney compared to some others. But we do try to go once a year. I always book ADRs on-line, but they are mostly family restaurants. We also try to make one trip to Cali Grill each trip and get a babysitter for the kids. When we go to CG, we splurge (for us) but it is still not over the top, and only a glass or two of wine, which is where the real expense is.

I find the logistics of everything Disney very interesting. When something like this happens, I'm curious if it is dumb luck, a little pixie dust or the Disney machine somehow working behind the scenes. Maybe I'm a bit parinoid as well thinking there is a profile on me and what it might say.

Anyways, we did have a great time, we love the California Grill.
I'd love to hear any Disney insider information on this.......
Thanks!

 

[Goofy4]

Enjoy the pixie dust. The Disney machine is probably watching, but at a higher level for general marketing purposes. I don't think it had anything to do with your experience.

Last week I took a survey at AK, and then they asked to scan my ticket at then end of the conversation. I thought it ironic that at that point they would know the answer to most of the questions they had just asked. I think they are careful with just how much "profiling" they do of individuals. Groups yes, people not so much.

 

[Uncleromulus]

It was just good luck and nothing more.

 

[chimilady]

I talked about it with my CM friend, and if you made the ressies over the phone, there is a chance that the CM you spoke with did write a note to give you the best seat in the house. They will do that if you're very nice to them over the phone or if you have a good rapport with them, but she says right now, they do not keep track of your history... yet.

 

[minnie mum]

The logistics of trying to keep track of millions of individual customer profiles every year just boggles the mind. I can't see Disney doing this just to give the odd guest a perk or 2. If they COULD do it, you wanna bet it would be done to enhance their bottom line instead. Not saying this would be wrong, just saying it's the more likely scenario.

 

[GenevieveRaqs]

The logistics of trying to keep track of millions of individual customer profiles every year just boggles the mind. I can't see Disney doing this just to give the odd guest a perk or 2. If they COULD do it, you wanna bet it would be done to enhance their bottom line instead. Not saying this would be wrong, just saying it's the more likely scenario.

This. It wouldn't be all that difficult to track customer profiles using the right software--this is exactly what customer loyalty programs at your local Kroger, Barnes & Noble, etc. do. Think of Amazon's targeted e-mails and "recommended for you" suggestions when you log in to the site. BUT there is no point in going to the trouble just to "surprise" repeat customers. If Disney were to implement something like that, they would market the heck out of it in order to encourage repeat business. But, certainly, as a PP said, they track guests as groups in order to determine everything from marketing strategy to numbers of CMs needed to which attraction lines need refurbs.

 

[Cheshire Figment]

Officially no.

However, if you are really a regular Guest they get to know you.

In the 12½ month period from early September 1999 until mid-September 2000 Judy and I had four stays in the Contemporary Tower for a total of 41 nights. And all were Park view side.

The first of those trips we were at a Convention rate but upgraded to Concierge on the 14th Floor. For the third trip we had a passholder discounted wing room booked but stayed in the tower on the Park side. And for the 4th trip again we were at a Convention rate but upgraded to the 12th floor Club Level.

And we had an earlier trip that year to a weekend convention at the Contemporary although we were staying at a Value; the Contemporary's General Manager saw us in the lobby and came to talk to us and asked if we were staying there. We had to say no, but discussed our upcoming Millennium New Year's Eve stay.

 

[scottmel]

Last week when I changed my resort reservation the CM I spoke with asked me how I liked YC last summer and teased for making so many ADRs.? He told me he could tell me everywhere I ate dined and stayed at in the last 5 years at Disney. I asked if he was kidding and he said no .System tracks every resort stay, every restaurant and various CM notes.

 

[TheRustyScupper]

1) Some data is maintained.
. . . Concierge can see back about 18-months
. . . this helps (mainly) for finding lost tickets
2) Tracking rooms helps track families,
. . . kids can be tracked for ticket prices
. . . DDP can be tracked if you go for Free DDP
. . . WDW doesn't get cheated by some folks
. . . as some try to say kids are young, even when they are not
3) But, there is no tracking for restaurants.
4) Consider yourself just lucky.

NOTE: We are staying at Grand Floridian next month and
the room, taxes and fees are comp'd. This is due to tracking.
However, tracking has nothing to do with the comp'd meals
that have been arranged.

 

[shalom]

I in no way think we are VIPs or high rollers when it comes to what we spend at Disney compared to some others. But we do try to go once a year.

If it wasn't complete chance (someone has to get that table, y'know ), I'm thinking with chimilady that it's much more likely you were chosen because you seemed nice than because you're a "high roller."