Kevin Johnston of Enchant: 5 Things a Business Should Do to Create a Wow! Customer Experience

An Interview With Orlando Zayas

Listen to your guest. Your guest is your greatest source of information and real feedback. We pay extremely close attention to what our guests are saying, looking at feedback before we even check ticket sales, so that we can react quickly to improve the experience for the next guest. Giving our year-round team members the opportunity to be on the ground in a front-line role, walking through the experience to hear guests’ feedback in real-time is incredibly helpful in improving the experience year over year. At the end of the day, we’ve created Enchant for our guests and we want to make the experience as memorable as possible.

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