Ahoy! Three ways to build loyalty and repeat business. 

Table of Contents

img_4433

Recently my family and I returned from a Disney Cruise.  We saved and planned for a year, and every few weeks the kids asked, “how many sleeps” and the countdown began.

Disney is one of the most recognized companies around the world, and every year it wins awards: best global brandmost valuable brandmost powerful brand.

We’ve been to Disney World in Florida, but this was our first cruise. We heard wonderful reviews about a Disney Cruise – and our expectations were high.

From the moment we stepped on the ship, I immediately noticed ornate ceilings, paintings that came alive, and the lights above our dinner table were flowers, opening, closing and changing colour as we ate.  I couldn’t help noticing all the little things that, added together, made the experience amazing for both kids and adults alike.

It got me thinking: as a business owner, what can I take away and apply to our operations, creative thinking, and interactions with clients.

img_4425

The ‘dark side’ is in the details.

Our ship had a designated Star Wars Day At Sea, and everything was themed as the rebel alliance or the galactic empire. We met Darth Vader and Storm Troopers, we made lightsabers, movies and music were played throughout the day, and every interaction brought in a Star Wars detail.

There was Jedi training for the kids, and while Disney knew that they had to entertain kids, they created an equally entertaining experience for adults. Robes and light sabers helped the kids get into character, and music and sound effects transported them face-to-face with Darth Vader.  It was an unforgettable experience.

The takeaway: Don’t underestimate the power of small things.  Details can make or break a memorable experience.

Have a plan B (and execute to perfection when needed).

During our cruise, the winds were high and some excursions were canceled in Cozumel, Mexico.  Guests were disappointed. As we approached the next destination of Grand Cayman, the winds were so strong tenders couldn’t make it into port, and therefore passengers could not visit the island.  Within 15 minutes, announcements were made, new onboard activities implemented and the daily itinerary was delivered to our state room.

It was all hands on deck, and the crew didn’t skip a beat.  They were transparent about why we couldn’t go to port, acknowledged our disappointment, implemented plan B and executed it to perfection.

The takeaway: Unexpected events outside of our control happen.  How we respond can make a difference in what is remembered.

 img_4452

Remember your roots

The Walt Disney Company started in 1923 as a cartoon studio.  For 95 years, Disney has been creating memories and building loyalty for generations.

When we stepped inside the restaurant Animators Palate, we stepped inside an animator’s studio.  Our kids became artists, and watched their sketched creations come to life and animate on screens that surrounded our tables. Today’s creations danced alongside the classic characters of Mickey, Minnie and Donald. For the parents, we were filled with nostalgic memories.

The Takeaway: To help with business success today, think about your roots.

img_4496

If you ask my kids what their best memories are of the trip, they would say Alberto, Christian and Basmati, our attentive servers during meals; screaming wildly down the AquaDuck waterslide; and the monkey, elephant and bunny shapes all expertly crafted from towels that greeted us every evening in our stateroom.

The Disney Cruise exceeded our expectations, and like hundreds of other passengers, we booked our next cruise while onboard.  There are many things small businesses can learn from Disney, a company that has perfected the customer experience to become one of the most powerful brands in the world.

Content Development

Effective, creative content is at the core of what we do. From B2B and B2C, our expertise spans article writing and storytelling, editorial planning, key messaging, video production and more. And we help ensure that your content gets seen. We amplify your brand’s story through an integrated, custom content strategy across digital, print, social and broadcast channels. We maximize owned, earned and paid media to amplify your message, making sure it gets in front of the right audience to drive the results you want.

VIEW OUR WORK

Corporate Communications

An integral part of any business, your brand reputation and corporate communication sets the tone with the public, your clients, employees and stakeholders – and we make sure you get the tone right. BlueSky helps you understand what matters to your audiences – both external and internal – and develops meaningful programs that resonate. We help clients with crisis and issues management, employee and executive communications, community relations and corporate social responsibility (CSR). Whether it’s a workplace fundraiser event, an annual report, infographics, HR video or speechwriting, we help you share your message with relevant stakeholders.

VIEW OUR WORK

Social Media

Social media demands an always on, two-way communication, transparency, and authentic interaction. More importantly, it demands strategy. We’ve managed social communities, developed social media guidelines and created engaging, impactful content, whether a short Instagram caption or long-form executive-published posts on LinkedIn. Through social listening tools and insights, we can make sure you’re talking about what matters most to your audience, and that your online and traditional PR efforts are integrated seamlessly and effectively.

VIEW OUR WORK

Public Affairs & Advocacy

Our in-depth experience providing integrated government relations, public affairs and strategic communications tailored to your needs helps our clients navigate the public policy process in order to successfully achieve central objectives. We work with you to better position your priorities within the current political landscape to ensure you’re able to gain the ear of key decision-makers and reach your goals.

VIEW OUR WORK

Influencer Marketing

When it comes to social influencers it’s not about who has the biggest audience, but about engagement, trust and authentic connection. We leverage valued relationships with nano- to celebrity-level creators, working collaboratively to ensure they deliver quality content that resonates with your target audience and is on-point with your brand messaging. Our winning formula requires a thoughtful approach that combines the right people, the right content and the right distribution to maximize engagement and drive impact at scale. You’ll see the results in our campaign evaluations – supported by numbers that exceed industry average performance.

VIEW OUR WORK

Media Relations & Media Training

In an environment that is increasingly pay-to-play, earned media remains the holy grail of coverage for brand credibility. Over the years we’ve developed solid relationships with traditional and online media, and we know the elements of success for securing interest from trusted journalists at top-notch publications. We excel at crafting tailored, compelling stories that help keep your brand top-of-mind across print, broadcast and digital channels. You’ll see the results through our media measurement and reporting and assess your share of voice (SOV) among competitors.

VIEW OUR WORK