The paradigm shift
A few years ago, companies dictated the rules. They decided what was best for their customers, and the customers had no choice but to accept it.
Today, the customer is the protagonist. And what they value is no longer negotiable.
Disney: Surpassing customer expectations
Walt Disney knew that it wasn’t enough to design and build wonderful parks. The key was to make people’s dreams come true.
How do they do it?
Every team member shares the same purpose from day one: “create happiness.” A clear purpose, so simple and so powerful, that it transforms every interaction into a magical experience.
The result?
Not only do they gain visitors, they gain ambassadors. And that magic is passed down from generation to generation.
Ritz-Carlton: Empowering employees to Satisfy customers
Did you know that every Ritz-Carlton employee is allowed to spend up to $2,000 USD to solve any guest problem without requiring authorization?
Why do they do this?
Because it’s not about a transaction. It’s about building deep relationships, and for that, autonomy is key. Ensuring fast responses and exceptional service is their highest priority.
The result?
The customer doesn’t just feel attended to. They feel valued. And that connection builds emotional loyalty.
Zara: Agility at the service of the customer
Zara moves at an impressive speed, but it’s not just about speed. What truly sets it apart is its ability to adapt in real time to what the customer demands.
How do they do it?
Each Zara store constantly collects feedback from customers: what they like, what they don’t. This information is sent directly to headquarters, where design and production are immediately adjusted, applying the change in all their stores in just a few days.
The result?
Zara understands and predicts what its customers need, at affordable prices, and in return, they show unwavering loyalty.
Final reflection
What these companies understand is something simple, but powerful: value is defined by the customer, not the company.
It’s not just about moving quickly internally. The key is for the entire organization to be aligned with what the customer truly values.
Zara, Disney, and Ritz-Carlton are not just efficient. They are masters at genuinely connecting with the customer, adapting quickly, and surpassing their expectations.
The question is: Are you truly putting the customer at the center of all the decisions in your company?
At Trascend, we can help you create a culture and way of working where the customer is at the center of every decision and action.
Contact us today and discover how we can support your company’s evolution.
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