WebmasterPete
Grand Administrator
- Joined
- Jun 1, 1997
- Messages
- 2,486
Okay,
I've had some time to process this and think about it (and to calm down a little), and here's what I think.
Based on the conference call that Disney had today, I think there may be a genuine desire on their part to do something unique and special for fans - I just think they completely screwed the roll out and presented it in a way that doesn't take a number of factors into account, namely the current economy.
My gripe with Disney for quite a while has been the complete lack of a loyalty program, similar to the loyalty programs offered by virtually every other hospitality company. Hilton, Marriott, Starwood - even Holiday Inn - offer frequent guests perks for repeat business. Had THAT been a part of D23, then I think this would have been received A LOT better.
I also think it's ridiculous that they wanted to create something special for the "fan" community, yet they never consulted with any of us in the process? Do they really believe that they have their finger on the pulse of their fans? If they do, I'm guessing todays roll out was a bit of a rude wake up call for them.
Instead, they chose to focus on merchandise (and I'm sorry, but the $850 pen on the home page was just a really really bad decision - the pen is probably lovely, and worth $850 - but it just sends the wrong message and far too often, perception becomes reality).
I'll admit that I joined this morning - not because I liked the program per se, but because I wanted to see what it was all about in an effort to fairly evaluate it and to keep track of the developments - in HOPES that the program will evolve over time and become something far more inclusive of the larger fan community as a whole.
I know something about botched roll-outs of new things. I seem to remember my first pass at podcasting was not exactly met with the warm embrace of the DIS community. But I listened to the feedback, even the venemous, hateful feedback and I tried to 're-adjust' in an effort to give people what they were looking for. I think it worked.
I believe that there are well meaning people at Disney that wanted to put together something special, but in spite of their claims of 'reading discussion boards and knowing what the fan community wanted', they missed the mark with a large number of fans and potential D23 members.
They missed the fact that some of us feel like we pay more and more every year for our Disney fix and get less and less in return. They missed the fact that we MISS the Magic Kingdom Club and the perks it used to offer. They missed the fact that we MISS our ever evaporating Annual passholder discounts and special offers. We spend A LOT of money on Disney vacations and we're not asking for 'a hand out' as some have described it, but rather we're looking to feel a little bit better about the money we spend in the midst of the worst economic meltdown in history. They MISSED that we're all a little nervous about the economy right now and being able to justify our 'Disney fix' to our spouses is becoming increasingly more difficult. They MISSED the fact that we are, in reality, their highest affinity group and if they give us a GOOD reason - a REASON that makes sense to OUR bottom line first and thiers second, that we'll beat a path to their door and they'll acheive the monetary gains their corporate charter requires and we'll feel much better about spending our money in the process.
In short - they MISSED quite a bit in three years of 'researching' what Disney fans want, in my opinion. I don't claim to speak for all Disney fans - I don't even claim to speak for some - I speak only for myself and these are my feelings and observations.
I realize this probably isn't the rant you guys want, but I'll admit that I'm more disappointed than I am angry right now. I had much higher hopes for this program. BUT, if they are genuine in their sentiment for wanting to create something special for the fans, then they will do what Disney has always done - and adjust the product to fit the demand.
I'm writing this from on board the Disney Wonder - remembering what this ship was like when it first sailed - the number of problems and challenges it had - and how Disney has constantly adjusted and refined it to become what can arguably be called the best cruise line in the industry. I distinctly remember in the very early days of DCL's life, there were a LOT of complaints on our boards about it, and many people swore they would never set foot on a Disney ship again. Let's hope the same approach that made DCL such a success is applied to D23. Lets hope that Disney arrogance isn't behind this new endeavor and that they will listen to what we REALLY want, not what they want us to want.
Of course there are the fans that will buy anything Disney puts out and I embarassingly admit I'm one of them and have been for years. But I'm also part of a growing number of fans who feel that our loyalty - and our business - is not appreciated. "Thank You's" aren't something Disney does well. Their general attitude is, and has been for some time, that is our privelige to do business with them, and not their privelige to have us as their customers. This program only reinforces that perception.
So, I'll try and keep an open mind - and if they show a real willingness to adjust this program to include more of us, to show REAL appreciation for our business and support, then I'll become their biggest advocate on this. If not, I'll remain a vocal critic - no matter who likes it.
Pete
I've had some time to process this and think about it (and to calm down a little), and here's what I think.
Based on the conference call that Disney had today, I think there may be a genuine desire on their part to do something unique and special for fans - I just think they completely screwed the roll out and presented it in a way that doesn't take a number of factors into account, namely the current economy.
My gripe with Disney for quite a while has been the complete lack of a loyalty program, similar to the loyalty programs offered by virtually every other hospitality company. Hilton, Marriott, Starwood - even Holiday Inn - offer frequent guests perks for repeat business. Had THAT been a part of D23, then I think this would have been received A LOT better.
I also think it's ridiculous that they wanted to create something special for the "fan" community, yet they never consulted with any of us in the process? Do they really believe that they have their finger on the pulse of their fans? If they do, I'm guessing todays roll out was a bit of a rude wake up call for them.
Instead, they chose to focus on merchandise (and I'm sorry, but the $850 pen on the home page was just a really really bad decision - the pen is probably lovely, and worth $850 - but it just sends the wrong message and far too often, perception becomes reality).
I'll admit that I joined this morning - not because I liked the program per se, but because I wanted to see what it was all about in an effort to fairly evaluate it and to keep track of the developments - in HOPES that the program will evolve over time and become something far more inclusive of the larger fan community as a whole.
I know something about botched roll-outs of new things. I seem to remember my first pass at podcasting was not exactly met with the warm embrace of the DIS community. But I listened to the feedback, even the venemous, hateful feedback and I tried to 're-adjust' in an effort to give people what they were looking for. I think it worked.
I believe that there are well meaning people at Disney that wanted to put together something special, but in spite of their claims of 'reading discussion boards and knowing what the fan community wanted', they missed the mark with a large number of fans and potential D23 members.
They missed the fact that some of us feel like we pay more and more every year for our Disney fix and get less and less in return. They missed the fact that we MISS the Magic Kingdom Club and the perks it used to offer. They missed the fact that we MISS our ever evaporating Annual passholder discounts and special offers. We spend A LOT of money on Disney vacations and we're not asking for 'a hand out' as some have described it, but rather we're looking to feel a little bit better about the money we spend in the midst of the worst economic meltdown in history. They MISSED that we're all a little nervous about the economy right now and being able to justify our 'Disney fix' to our spouses is becoming increasingly more difficult. They MISSED the fact that we are, in reality, their highest affinity group and if they give us a GOOD reason - a REASON that makes sense to OUR bottom line first and thiers second, that we'll beat a path to their door and they'll acheive the monetary gains their corporate charter requires and we'll feel much better about spending our money in the process.
In short - they MISSED quite a bit in three years of 'researching' what Disney fans want, in my opinion. I don't claim to speak for all Disney fans - I don't even claim to speak for some - I speak only for myself and these are my feelings and observations.
I realize this probably isn't the rant you guys want, but I'll admit that I'm more disappointed than I am angry right now. I had much higher hopes for this program. BUT, if they are genuine in their sentiment for wanting to create something special for the fans, then they will do what Disney has always done - and adjust the product to fit the demand.
I'm writing this from on board the Disney Wonder - remembering what this ship was like when it first sailed - the number of problems and challenges it had - and how Disney has constantly adjusted and refined it to become what can arguably be called the best cruise line in the industry. I distinctly remember in the very early days of DCL's life, there were a LOT of complaints on our boards about it, and many people swore they would never set foot on a Disney ship again. Let's hope the same approach that made DCL such a success is applied to D23. Lets hope that Disney arrogance isn't behind this new endeavor and that they will listen to what we REALLY want, not what they want us to want.
Of course there are the fans that will buy anything Disney puts out and I embarassingly admit I'm one of them and have been for years. But I'm also part of a growing number of fans who feel that our loyalty - and our business - is not appreciated. "Thank You's" aren't something Disney does well. Their general attitude is, and has been for some time, that is our privelige to do business with them, and not their privelige to have us as their customers. This program only reinforces that perception.
So, I'll try and keep an open mind - and if they show a real willingness to adjust this program to include more of us, to show REAL appreciation for our business and support, then I'll become their biggest advocate on this. If not, I'll remain a vocal critic - no matter who likes it.
Pete
If they know anything amount the "majority" Disney fan, they would know we want deals and perks for our repeat trips!!! I don't have time to read much on Walt's life and such, I am too busy planning my trip LOL. WTH are they doing?????? It seems like they are repeating their "Disney Insider" newsletter and website, throw in a couple events that most of us will never be at because we aren't up for paying 74.99 or able to make certain dates... ! 
