Almost every business has awful handoffs that destroy the customer experience.
That’s because they don’t imagineer the handoff like Disney.

You know the kinds of handoffs I’m talking about. Sales hands off to fulfillment and the client feels like they’re in a completely new business.

Design hands off to construction who knows nothing about what the customer really wants.

Retail finance hands off to a loan officer with no personal details on the customer.
The result is a disjointed experience that does nothing to build customer loyalty or lifetime value.

I’m watching The Imagineering Story on Disney+ and the theme park that Walt Disney imagined in Orlando didn’t have these jarring transitions.

How far did he go to eliminate them?

He built another city underneath the park.

Whoa.

That’s right. Walt wanted a city underneath his park so that cast members in Adventureland costume didn’t walk through Tomorrowland, which he thought would detract from the guest experience.

The underground city solved that by allowing cast members to exit down stairs instead of walking across the park. All they had to do was bring in an extra 16 feet of dirt across the park to make it happen. Disney World used to be a swamp, don’t forget.

So, what lengths will you go to improve your business handoffs? Will you go as far as Walt did?