Part 7/11:
The Cost of the Strategy: Short-Term Profits vs. Long-Term Trust
Pro warns that Disney’s current approach—raising prices and selectively managing capacity—may offer short-term financial gains but risks eroding customer trust over time. He argues:
Customer Experience: Even with fewer visitors physically present, Disney constructs a stressful experience, with longer wait times for paid attractions and higher prices for amenities. TripAdvisor surveys highlight that Disney is one of the most stressful places to visit.
Deception and Consumer Backlash: When visitors pay premium prices expecting crowded parks and find them surprisingly empty, feelings of being "ripped off" grow. This could lead to negative word-of-mouth and a decline in repeat visitation.