Well, I have just stumbled upon this subject, and as a 34 year old who has Disney running through my veins, I will offer my two cents to this discussion. I grew up in Niagara Falls and over the last 30 years have made about 15 trips to Disney World. My mom read me Disney stories before I went to bed when I was young, and took us to the Disney movies. I do not understand why classics like Peter Pan, Dumbo, Bambi, Beauty and the Beast, Cinderella, etc, etc, can not be produced today? I do understand that the world today is totally different now than it was 40 years ago. Families ate together, played games together, went on vacations together, recreated together, and watched movies together. 40 years ago there were no computers, video games, VCR's, CD's, Cell Phones, and so on, attitudes were different. What entertained people 40 years ago would not necessarily entertain people now. I feel people now are so de-sensatized. We have seen so many Terminator and Alien movies, we've seen dinasaurs come to life on the movie screen, and we enjoy the latest high tech video games, technology, sports arenas, and stadiums, and entertainment. We need everything fast now, we have microwaves, speed limits need to be increased, high speed computers and Internet, and people in the world today, likewise need to be entertained faster. People need to be wowed right away.
So what am I getting at? The world is changing and companies need to keep up. Oddly, retro is really becoming popular these days, but that is beside the point. Disney is a wonderful company, but has shifted their focus. I work for a company that is as well known as Disney (Hershey), and I see every day the shift in thinking. Companies nowadays are being run by accountants that are thinking "How can we make more money" first, and "How can we make the guest happy" second. I will agree that though Disney still has it's flaws, (adventureland opening an hour later, elimination of popular rides like 20K, the lack of regular additions to the Parks, the elimination of Disney background music on the
Disney Cruise Ships, seeing the "Golden Arches" in AK, and so on), it still does a better job taking care of it's guests, than anyone else. If you want to test this theory, spend a few days at WDW staying in a nice resort like BC or WL, than go spend a few days at Universal Studios. Yeah US has some great attractions, but the employees do not come close to taking care of it's guests like the CM's at Disney do. And that's why I keep going back.
I have worked in customer service for 18 years and the first lesson I learned was treat you customers like they are your family. Would the CM's at WDW have to do anything special if Eisner's family decided to visit the parks some day? Would CM's have to scurry around and "clean the place up"? If so, I am afraid they have lost their focus.