The Queen stared at the awkwardly wrapped gift. She reread the parchment. Then she steeled herself and tore the linens open at their seams. - Walt Disney

I don’t want you guys sitting behind desks. I want you out in the park, watching what people are doing and finding out how you can make the place more enjoyable for them.

After a long day of fun, guests often forget where they left their car. The lots are labeled, the rows are numbered, and the trams that shuttle guests to the entrance announce the parking location several times, but inevitably and regularly cars are misplaced. Instead of leaving tired guests forlorn and wandering, members of the parking lot cast came up with a service patch. Since the parking lots are filled in order, the tram drivers started keeping a simple list of what row they were working at what time in the morning. The lists are copied and distributed to members of the parking cast at the end of the day, so if guests can remember about what time they arrived (which they usually can), a cast member can tell them about where they parked.

Customer retention requires customer satisfaction, but customer satisfaction is a moving target.