Enchanting Extras Collection. Update Week of November 6, 2016

Transcription

1 Enchanting Extras Collection Update Week of November 6, 2016

2 What is the Enchanting Extras Collection? The new Enchanting Extras Collection brand will provide a framework for Guests to navigate the breadth of add-on experiences throughout WDW. 70+ experiences will be showcased, more than 75% of which are booked by Itinerary Planning and In-Mkt Dine Marketing will be promoting a new DisneyWorld.com/Enchanting Extras landing page to support the well rated yet underutilized offerings, and to help drive increased revenue The few experiences not booked by ITP & IMD will have a separate call to action, and phone routing will be structured to remove these calls prior to getting to an agent

3 Groups Product The 70 + Enchanting Extras Collection offerings will be broken down for the Guest into 8 distinct experience categories 1 Unique Access Tours 5 Make Believe & More 2 Animal Experiences 6 Adventures in Dining 3 Spectacular Sweet Spots 7 Rest & Recreation 4 Limited-Time Events 8 Special Occasions Confidential Disney Parks Information, Do Not Copy or Distribute

4 Call Routing Short Term Marketing will be promoting the (407)WDW-Play line as the Enchanting Extras Collection The Play line menu will be changed to Enchanting Extras Collection, and will have touchtone options for the 8 categories (vs 4 existing categories) Whisper will be included for which category the Guest selected (when appropriate) Sub menus will transfer Guests to Golf, Spa, Private VIP Tours, and Florist

5 Call Routing Short Term The following lines will remain active in case a Guest calls directly, they will not route to Play line menu, instead will route as they do today: (407)WDW-Style (407)WDW-Crew (407)WDW-Tour EDU Viewer will display line the Guest called in on All lines above should be answered with a greeting like Thank you for calling the Enchanting Extras Collection at the Walt Disney World Resort.

6 Call Routing - Longer Term End of January 2017, Nuance will be switching to a speech enabled IVR system to recognize all 70+ items Guests will be given cue to say why they are calling, and be routed appropriately

7 Changes to Scorecard and QM Minimal to No Changes to Balanced Scorecard Call routing and skill priority remain the same Points values remain the same Leadership will monitor the impact and make adjustments if necessary QM Welcome and Acknowledge should include Enchanting Extras Collection beginning November 14, 2016 for Play, Style, Crew and Tour While the Welcome & Acknowledge Attribute will still count, saying Enchanting Extras Collection will not be a QM requirement until fiscal January

8 Changes to Process Process Four Vanity Lines (Play, Style, Crew and Tour) will be answered with the Enchanting Extras Collection Greeting All existing policies should be spieled All bookings handled the same as existing If product is not booked by ITP, provide Guest the phone number for booking department, and offer to transfer

9 Products not booked by Itinerary Planning and In-Mkt Dine Category Offering Booking Team Call to Action Helping Guest Make Believe and More Camp Dolphin Walt Disney World Swan & Dolphin Concierge Book Online erge/campdolphin.html Transfer to WDW Swan & Dolphin Hotel (407) Unique Access Tours *Private VIP Tours DSA (VIP Tours) Transfer to Rest & Recreation Golf WDW Golf 407-WDW-Golf Transfer to 407-WDW- Golf Rest & Recreation Spa, Salon or Fitness Center Spa Team 407-WDW-Spas Transfer to 407-WDW- Spas Rest & Recreation Adventures in Dining Special Occasions Bikes, mini-golf and At Fort Wilderness: canoes, wagon ride, golf cart rental, pony rides, dock fishing Victoria & Albert Chef s Table *In-Room Celebrations, Floral, Gifts Baskets Book On-Site Book On-Site Inform them to book onsite upon arrival V & A Team (407)WDW-DVNA Transfer to (407)WDW- DVNA Floral Dream makers Transfer to (407) Special Occasions Characters in Flight Book On-Site Book On-Site Inform them to Book On- Site upon arrival Special Occasions Private Events Sales lead Management (321) Transfer to (321) Special Occasions Specialty Cakes Amorette s (407) Offer to add-on cake, transfer to cake line, or transfer to Amorette s * Private VIP Tours and In-Room Celebrations can be sold by Resort Agents as a WDTC Package Add-On

10 New Products being offered Category Offering Booking Team Call to Action Details Special Occasions In-Room Celebrations Floral Dream Makers (407) Two offerings Mickey s Birthday Surprise & Happily Ever After $99 each Special Occasions Private Events Sales Lead Management Call (321) Special Occasions Specialty Cakes Amorette s Call (407) Continue to offer the cake add on to dining reservation (an improved look and new price will change by January), the cake line is still operational, and Amorette s has not yet determined delivery process

11 Timeline to Launch Week of November 6 th ITP and In Mkt Dine receive Update Week of November 14 th (Planned) Call Routing Menu becomes active Landing Page goes live Other Marketing to include (Dates TBD) Social Media Posts, Mom s Forum, E-Newsletter Inclusion in November CRM s Travel Trade Facebook Posts & s Paid Media (Banner Ads, Search, Social Media)

12 Appendix

13 Groups Product The 70 + Enchanting Extras Collection offerings will be broken down for the Guest into 8 distinct experience categories Unique Access Tours Ultimate Day VIP Tours World Showcase DestiNations UnDISCOVERed Future World Backstage Tales Private VIP Tours Keys to the Kingdom Steam Trains Tour Backstage Magic Behind the Seeds Holiday D-Lights Yuletide Fantasy Marceline to Magic Kingdom Animal Experiences Wild Africa Trek Aqua Tour Savor the Savanna Dolphins in Depth DiveQuest Sense of Africa Starlight Safari Wanyama Safari Dine with an Animal Specialist Spectacular Sweet Spots Ferrytale Wishes Dessert Cruise Illuminations Dessert Party Star Wars Dessert Party Wishes Dessert Party Limited Time Events Club Villain Epcot Food & Wine Events Make Believe & More Bibbidi Bobbidi Boutique The Pirate s League Family Magic Tour Pirates & Pals Fireworks Voyage Children s Activity Centers Perfectly Princess Tea Party Wonderland Tea Party Resort Pirate Cruises Adventures in Dining Early Morning Magic Sense of Africa Wanyama Safari Flying Fish Chef s Tasting Citricos Chef s Domain Jiko Wine Tasting Afternoon Tea Dine with an Imagineer V&As Chef s Table Rest & Recreation Senses Spas Mini-Golf Golf Cabana Rentals Specialty Cruises Water Park Premium Spaces Typhoon Lagoon Surfing Bike Rentals Golf Cart Rentals Fort Wilderness Excursions Sammy Duvall Watersports Special Occasions In-Room Celebrations Gift Baskets & Floral Specialty Cakes (Amorette s) Specialty Cruises Carriage Rides Private Events Characters in Flight Confidential Disney Parks Information, Do Not Copy or Distribute

14 Resources Guest Website not active yet DisneyWorld.com/EnchantingExtras DisneyWorld.com/EnchantingExtrasCollection