Why do CM ask how many times we've been?

[Odelay]

dems tha breaks kid, get over it. It's how it's always been done, still being done, and will continue to be done.

Actually, that's how it's always been done, still being done, and will continue to be done in highly competitive fields. Casinos do it because consumers have literally dozens of choices. There are very few options in the United States for high end theme parks. While you may be under the impressive that Disney is struggling for attendance (they aren't), that isn't 'how it's done' with them.

 

[jaykorf001]

The agent I spoke to when I was pricing packages knew i visited in 2006 and 2011 since i was in their system.

I didn't tell her.

I also thought they kept good track of visitors. When I called to make our first reservations, the CM mistook me for my husband's ex wife who had previously travelled to Disney a few times. The CM knew all her stay information. I made it clear we were a separate family and all of our information was entered into the Mickey Guestbook. I was under the impression they already housed all this information??

 

[BayouMickey]

Actually, that's how it's always been done, still being done, and will continue to be done in highly competitive fields. Casinos do it because consumers have literally dozens of choices. There are very few options in the United States for high end theme parks. While you may be under the impressive that Disney is struggling for attendance (they aren't), that isn't 'how it's done' with them.

Actually it's common practice no matter what. it's a hospitality model that most companies use.
Look on the bright side 2 or 3 more trips you'll be ale to get the incentives too.

 

[madmak]

Good Grief Charlie Brown! No one's saying they're "entitled" to something free

Lol....... I agree... I was just wondering why they always ask me if I been more than 5 times. Wasn't expecting anything. Tho we got pins and lots of Congrads when we were on our honeymoon and when one daughter had a b-day.

 

[Cais]

It changes what kind of questions they ask you. Would you spend a ton of time explaining all four parks to a 5+ time visitor? Probably not as much time as you would with a first time guest.

 

[fuzzylogic]

If you are treating return guests better, by definition, first time guests are treated worse. I would think the goal should be first class treatment of all guests, first time or thirtieth time.

I don't agree with this statement. You don't have to treat someone worse to treat someone with something "extra".

That implies that If I went to WDW 10 times and I got a 10% discount on my package then the first timer who didn't get the 10% discount, somehow got treated "worse" because they didn't receive the discount.

It's smart business to offer loyal customers incentives to keep coming back. That first time customer who got treated "worse" still has the opportunity to go 9 more times and get treated "better".

If you booked your trip while they offered discounts for packages and I booked my trip the day after that special ended, did I get treated worse?

With that being said, WDW probably doesn't need to offer "loyal" customer incentives. First, Disney has done a decent job of making their product a "lifestyle". Second, they don't face too much competition - sure, there is universal studios and six flags, but WDW is in a whole different league - by themselves.

 

[Odelay]

Actually it's common practice no matter what. it's a hospitality model that most companies use.
Look on the bright side 2 or 3 more trips you'll be ale to get the incentives too.

I've been to Disney World 13 times, and going again in two months. I continue to go because I feel as a company they provide excellence service and a worthwhile product, not because I have hopes that maybe I will get a freebie.

 

[puertorican00676]

Disney is not going to add a repeat guest program for the same reason it has no toll free number, people will still go the the parks and will stay at their resorts with or without a frequent guest program. It would be awesome if they had it, but they really wont.

 

[pryncess527]

Actually, that's how it's always been done, still being done, and will continue to be done in highly competitive fields. Casinos do it because consumers have literally dozens of choices. There are very few options in the United States for high end theme parks. While you may be under the impressive that Disney is struggling for attendance (they aren't), that isn't 'how it's done' with them.

Sure it is. It may not be extensive, but the bounce back offer is one example of how they do cater to repeat guests.

 

[BayouMickey]

I've been to Disney World 13 times, and going again in two months. I continue to go because I feel as a company they provide excellence service and a worthwhile product, not because I have hopes that maybe I will get a freebie.

So why are you complaining? You know no matter what you are getting excellent service. Big deal if they throw in a lil lagniappe to the faithful? Service is still top notch right?

 

[Lizziejane]

Then why not just say that when you call in? I'm a returning guest, and as such, I feel am entitled to something for free.

wow....someone needs a snickers bar or something....

 

[mercydisney]

I do not mind asking the question. What I do mind is the fact that it takes longer for me to get to talk to the CM. I especially hate when you give them all your info an have to wait for 20 min and then have the CM ask you the same questions all over again.

 

[pryncess527]

I do not mind asking the question. What I do mind is the fact that it takes longer for me to get to talk to the CM. I especially hate when you give them all your info an have to wait for 20 min and then have the CM ask you the same questions all over again.

Yeah it is the same questions that get me. It seems like every time I call they ask the same questions, have the same outdated information, and CM says they're going to update my address and other details yet the next time I call the person still has the address from my address from high school and other wrong info. No wonder I never get a PIN

 

[Odelay]

So why are you complaining? You know no matter what you are getting excellent service. Big deal if they throw in a lil lagniappe to the faithful? Service is still top notch right?

I don't believe I placed a complaint, merely an observation.

 

[mejo]

It does no good to be a repeat customer, I have been over 20 times and so I have never gotten a pin. I keep going though

 

[Odelay]

Sure it is. It may not be extensive, but the bounce back offer is one example of how they do cater to repeat guests.

Not really. When a bounce back offer is available, there is no differentiation in the offer based on whether it's your first or fiftieth visit.

 

[pickles]

all your info is in there system if you have been and haven't changed anything. They know full well how many times and they know where you have stayed and soon they will know what rides you ride and stuff you buy etc.. I admit the question gets very, very old esp if you have been several times. I get to the point where I feel like saying "does it matter? been there often enough I don't recall" bad enough my mom asks me if I am going AGAIN

 

[Barbara C]

I've been to Disney World 13 times, and going again in two months. I continue to go because I feel as a company they provide excellence service and a worthwhile product, not because I have hopes that maybe I will get a freebie.

If WDW offered you a perk as a returning customer on your 14th visit, would you turn it down because you wouldn't want to disadvantage the first time customer?

 

[mountdew1]

I do believe it helps them route your call to a CM who is supposed to be better able to assist you. Disney collects tons and tons of data, so they probably have a decent idea of the types of questions or problems a first time guest will have, vs a 5th time guest, vs a 20th time guest. They can then router your call to a CM who knows about those areas (or so goes the hope).

 

[Dacky619]

Not really. When a bounce back offer is available, there is no differentiation in the offer based on whether it's your first or fiftieth visit.

So what you are saying is that they offer you a discount to come BACK to wdw, but they don't give any benefits to those that are repeat customers.

yeah, makes perfect sense