Video: Bob Chapek Wants to Customize Fan Experiences and Praises Disney Park Pass Reservation System

Video: Bob Chapek Wants to Customize Fan Experiences and Praises Disney Park Pass Reservation System

Disney CEO Bob Chapek wants to customize fan experiences. In a video, Chapek said Disney is focused on telling stories in “a more customized, more personalized way” and “bringing together the physicality plus the media element of Disney.”

Related – Bob Chapek and Josh D’Amaro holding a Disney Executive Retreat at Disney World

Chapek shared that the Walt Disney Company is working on ways to unite its two main business lines—its parks, experiences and products division and its media, content and streaming division—using the Disney+ app. Customers will begin to see content based on what theme park rides a visitor prefers rather than past viewing or personal information.

Once Disney unites data collection capabilities between its various divisions, “we can give you a better experience in the park, because we know what your preferences are in terms of viewing and a better experience on Disney+ because we know what your affinities are,” Chapek said.

Related – Bob Chapek talks about how Disney+ viewing habits could soon impact Parks Experiences

Chapek went on to praise the new Disney parks reservation system and said that changes, including higher prices, pricey add-ons to the Disney parks app and an online reservation system that limits crowd size at the parks, are necessary to guarantee a good guest experience. “We can have pricing be a reflection of how many people we can actually let in,” he said. “For some of our fans, that is heresy. But it’s not only good business practice in terms of maximizing shareholder value, but it protects the guest experience.”

“Certainly, we all want to make everybody happy all the time. I’m not sure that is possible in this world,” Chapek said. “What is important is how people think about our company. I take myself out of it and I think that is sort of the surprise….I wash all that away and say, what do we want the capital-D Disney company to stand for?”

You can see the full video below:

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