What Disney teaches us about Channel Innovation.
What do Disney, Virgin Atlantic, Bank of America and Starbucks have in common? They have all developed their customer experience into some of the world's best omni-channel experiences to date. But they certainly have not always been known for their omni-present, all-round, fluid customer experiences. Before the global Disney brand that we know and have grown up with, today - there was a man who had a dream. He'd grown up poor. He'd mortgaged his house to be able to pay for his first feature film. His first studio went bankrupt. But he knew what made people happy - and [...]