What are the five keys to Walt Disney's success mantra?

five keys of Walt Disney
Who creates the magic at Walt Disney parks?

Last Updated: Jan 04, 2023

The global entertainment industry leader Walt Disney Company has captured millions of people's hearts and minds worldwide. The secret behind Disney's success lies in its commitment to its core values and principles, which are embodied in the "Five Keys."

These 5 keys represent Disney's service philosophy's foundation and ensure every guest has a magical experience. This article will explore each key in-depth and discuss how they contribute to the unparalleled Disney experience.

1. Safety: The Cornerstone of Disney's Excellence

At Disney, safety is the number one priority. The company invests significant time and resources into ensuring that its parks, resorts, and other properties adhere to the highest safety standards. This commitment extends beyond physical safety measures, such as regular ride inspections and maintenance, to include guests' and cast members' emotional and psychological well-being.

To achieve this level of safety, Disney provides comprehensive training for cast members, covering topics such as crowd control, emergency procedures, and conflict resolution. This focus on safety creates an environment where guests can fully immerse themselves in the magic of Disney without worrying about their well-being.

2. Courtesy: Delivering Exceptional Guest Service

Disney's commitment to courtesy is vital to the company's service philosophy. They train cast members to treat every guest with respect, kindness, and a positive attitude. This commitment to exceptional guest service is evident in every interaction, from when guests enter the park to when they leave.

Disney's customer service training stresses the importance of thinking ahead to what customers need, carefully listening to their feedback, and doing more than expected to create positive experiences. By fostering a culture of courtesy and respect, Disney ensures that every guest feels valued and appreciated.

3. Show: Immersive Storytelling and Attention to Detail

Disney's ability to create immersive and engaging experiences is a core component of its success. The company's commitment to the "Show" key is apparent in the meticulous attention to detail that goes into every attraction, show, and themed area. This dedication to storytelling allows guests to become part of the story and forge emotional connections with the Disney brand.

From the carefully crafted soundtracks accompanying attractions to the intricate theming of entire lands, Disney's commitment to the "Show" key ensures that it completely immerses guests in the magic of the Disney experience. This level of immersion sets Disney apart from other entertainment companies and contributes to its enduring popularity.

4. Efficiency: Streamlining Operations for a Seamless Guest Experience

Efficiency is a crucial aspect of Disney's service philosophy. By streamlining operations, the company ensures guests enjoy a seamless and hassle-free experience. This focus on efficiency encompasses every part of the Disney experience, from attraction wait times to transportation systems and crowd management.

Disney employs innovative technologies and strategies to optimize efficiencies, such as the FastPass+ system, mobile app integrations, and data-driven decision-making. These efforts help minimize wait times, maximize capacity, and ensure guests have ample time to experience Disney's offerings.

5. Inclusion: Celebrating Diversity, Equity, and Inclusion

They committed the Walt Disney Company to fostering a culture of diversity, equity, and inclusion. They reflected this commitment to inclusion in the diverse range of stories, characters, and experiences in Disney parks, resorts, and media. By celebrating different backgrounds, abilities, and identities, Disney ensures all guests feel welcomed, respected, and valued.

Disney's focus on inclusion extends to its cast members, who receive ongoing training and support to promote an inclusive work environment. Through these efforts, Disney aims to create an atmosphere where everyone can feel seen, heard, and celebrated.

How do they keep doing it, year by year?

The foundation of the company's service philosophy and has been instrumental in its enduring success. Disney consistently delivers exceptional guest experiences that foster deep emotional connections with the brand by prioritizing safety, courtesy, show, efficiency, and inclusion.

The 5 Keys contribute to the magic that has made Disney a global phenomenon and serve as a blueprint for companies across various industries seeking to create exceptional customer experiences. By embodying these values and principles, businesses can learn from Disney's example and strive to provide unforgettable experiences that delight customers and foster long-term loyalty.


1. What is the fifth Disney key?

It's Inclusion.

2. What are the five Disney keys?

Safety, Courtesy, Show, Efficiency, and Inclusion.