3 ways Disney's former VP of innovation and creativity reimagined the customer experience to significantly grow profits (by DuncanJWardle)
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Here are some of the biggest lessons I learned there and how they may help the brands of today navigate this ever-changing landscape.Going back to Walt Disney himself, some of the company's most powerful, far-reaching ideas came from moments of frustration — moments when Walt had to put himself in an entirely new arena in order to achieve the experience he wanted.
What resulted from this hurdle? Disneyland: a fully immersive 3D experience that allows visitors to literally step into the movies they love. But the people who were supposed to be coming weren't coming, even though we built the product according to customer data. Why? Well, because customers are not one-dimensional points on a graph. They're beautifully human — a mass of contradictions and unique behaviors that resist quantification.
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