An Interview with Disneyland Resort President Cynthia Harriss - Part Two,

An Interview with Disneyland Resort President Cynthia Harriss - Part Two
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LP: Disney has not done very well on Wall Street lately. Do you need to look at that? How much does Disney on Wall Street affect what happens here?

CH: We’re part of the Disney Company and we're thrilled to be a part of the Disney Company. I think that’s a bigger conversation about all the dynamics of a business construct. What I can tell you, what I concentrate on every single day, is to make sure those guests are having a good time. That is my goal in life, to ensure that every guest who enters the Disneyland Resort has a wonderful time. That our cast members, when they show up to work, enjoy what they’re doing and with that we make our contribution to the Company as a whole and I think that’s a huge responsibility. It’s an honor and a privilege that I get to be here and be a part of all of that. And frankly I think it's fabulous that we get the advantage of all of the wonderful Walt Disney Company. Disneyland would not be the same if it weren’t part of the whole Disney Company. We need those new movies. We need all those cool things. We wouldn’t have probably dreamed up Lilo & Stitch entertainment on our own.


Harriss during our first interview in July 99

LP: When we did our talk two years ago you were fairly new to the top job. What are some of the major differences over the past two years.

CH: I would say when I spoke to you a couple of years ago I think you noted my level of awe and enthusiasm for what I get to do was high. It is higher now because the more you know the more you recognize what an extraordinary place this is and the extraordinary opportunity I have to be part of people’s lives so I would say more than ever I’m in awe of what we can do. I think I know more about why this was such a special place because of Walt’s guidance. I look to that often because I do think along with our contemporary mind set, I think there's genius in there. I think that thirdly, I’m so proud of our team here because over the last couple of years going through the opening and getting opened, etc. we've really solidified as a team. As you get to know some of the team members you can see that everybody here is for the cause of mine - of making sure the guests have a great time everyday. I’d say, lastly, I’m just looking forward to all the things that we can do, probably more than ever before. I learn a lot every day.

LP: More than probably any other theme park in the world, Disneyland has a varied audience. From annual passholders to locals who come every year to people that come from around the world for maybe the only visit of their lifetime to people like myself...

CH: Who live here (laughs)

LP: Right. And with 47 years there people who came when they were 10 and they want to see everything they did then. Can you talk about trying to meet such varied expectations.

CH: I can tell you come often because you recognize the same things we do. One of the things we plan to do more than ever before in the coming years is to spend more time and attention to understand our guests and what their individual needs are, so that we can serve them because you’re right, we have a varied audience. If you come often how you want to enjoy the Disneyland Resort may be different than if you come once in a lifetime. And whereas the whole umbrella needs to be fabulous and magical and wonderful we can also offer specific things. So we’re going to do a lot more guest research than we’ve ever done before both in the Resort and in the marketplace. Next week I’m going to some focus groups in another city so we can understand more. But this is a continuation of what we’ve done all along. The more we understand our guests the better we’re able to serve their needs. What we do know in today’s world is the ability to serve people’s needs, to recognize what they want to do even though it may be under the whole umbrella, is really going to be the key to success.