Since the firing of Chapek and returning to the highest spot, Disney CEO Bob Iger has already had rather a lot to say. He’s addressed frequent complaints of Cast Members and diehard Walt Disney World and Disneyland visitors, each straight and not directly. This submit covers the most recent–a letter he’s despatched to the corporate’s “biggest fans.”
We aren’t going to recap all the pieces that has transpired within the final month since Disney’s Bob Swap changed Chapek with Iger; suffice to say, it’s been fairly the saga. If you haven’t already learn Disney’s Battle of the Bobs: Why Chapek Was Fired, How Iger Returned & What’s Next, that’s an excellent primer. There’s additionally the report that Bob Iger was “alarmed” by Walt Disney World worth will increase and fought with Chapek over layoff plans. Those articles cowl a few of what Iger has needed to say not directly, by way of leaks by his regime to the media.
When it involves direct feedback, Bob Iger held a Cast Member Town Hall upon returning to subject questions and considerations from staff. During that, Iger was requested concerning the way forward for the Disney Park Pass reservation system and indicated that he had heard issues that had been “not positive.” He was additionally requested about Disney merging with or promoting/shopping for companies, indicating that there have been no plans to purchase or promote any of the corporate’s “great assets” however that nothing is perpetually.
Iger was additionally requested concerning the Reedy Creek dissolution, and indicated that he was “sorry to see us dragged into that battle” and that “Florida has been important to us for a long time, and we have been very important to the state of Florida. That is something I’m extremely mindful of and will articulate if I get the chance.” That simply scratches the floor on the matters lined throughout the Town Hall.
In basic, Iger tried to assuage involved Cast Members that the corporate was heading again in the fitting route. Now, he’s doing the identical with an e mail despatched on to followers. (As with all e mail communications from Disney, receiving that is very hit-or-miss. This time, I received one however Sarah didn’t.)
In case you didn’t obtain it, right here’s the total textual content of Bob Iger’s e mail to followers:
As we method the top of 2022, I wished to take a second to precise my gratitude to the largest Disney followers on the earth – all of you.
Disney is lucky to have probably the most devoted and enthusiastic followers, and I used to be reminded of this just a few weeks in the past once I visited Disneyland Resort and attended the Candlelight Processional. It was invigorating to be surrounded by so many visitors who make what we do doable. We love your ardour for our firm and your enthusiasm for what we create, and we are going to proceed to do our greatest to exceed your highest expectations.
As you recognize, subsequent yr Disney will mark its a hundredth anniversary. We are immeasurably grateful to the generations of followers throughout the globe who’ve invited our tales and characters into their lives, and we stay up for celebrating the groundbreaking moments, the cherished recollections, and the inventive visionaries that made Disney probably the most beloved identify in leisure over the previous century.
During the approaching yr, D23 will launch a slate of thrilling occasions to mark this historic milestone. More data could be discovered right here.
Looking in any respect the alternatives forward, I can truthfully say there has by no means been a greater time to be a Disney fan. It is a rare privilege to guide this exceptional firm once more, and I’m so grateful to your continued ardour for Disney. On behalf of all of us at The Walt Disney Company, I want you an exquisite vacation season and a really glad and affluent New Year.
In phrases of commentary, there are principally two methods to view this. The first is to see by it as a hole company end-of-year publication, one which talks an excellent recreation however is meaningless with out motion to assist it. That’s little doubt how extra cynical Walt Disney World and Disneyland followers will understand Iger’s e mail, and it’s troublesome to argue in opposition to that perspective.
After all, it’s been a tough few years for followers. If Iger thinks now (current tense) it has “never been a better time to be a Disney fan” and easily continues on the trail that Chapek had charted, the corporate most undoubtedly is not going to exceed the “highest expectations” of Disney’s largest followers. If that is your outlook, your ‘cautious skepticism’ is probably going well-founded.
The second is to view this as a step in the fitting route, even when solely incremental. Another sign that Bob Iger believes within the ‘magic’ of Disney and understands what followers want and crave from its chief. It’s a pointy distinction to Bob Chapek, who didn’t “get” Disney–or at the least couldn’t reveal in his public communications that he received it.
Messaging issues. This a lot is obvious from the entire reader complaints we’ve obtained–loyal Annual Passholders who had been damage by being known as “unfavorable” or those that didn’t recognize the “waistlines” wisecrack or the fixed use of “consumer” versus visitor. Or any variety of combative feedback Chapek and his camp made in direction of followers. (We’ve pointed to it earlier than, however Chapek’s defensive feedback throughout that WSJ tech panel actually reiterated to us that he harbored hostility in direction of Disney followers.)
If you took offense or felt that these previous feedback demonstrated that Disney’s management took followers as a right (at finest) or downright disliked them (at worst), that’s completely comprehensible. At its core, Disney is an organization based on emotional connections, nostalgia, and storytelling. Chapek did a spectacularly dangerous job in any respect of that.
In which case, this letter ought to come as a breath of contemporary air. It’s a easy factor, certain, but it surely’s one which didn’t occur final yr or the yr earlier than, and many others. It suggests to me that Bob Iger realizes fan goodwill is frayed and that he must undo the harm achieved by the Chapek regime. We’ve talked about repeatedly within the final ~10 months that visitor satisfaction dropped precipitously late final yr; Iger is undoubtedly conscious of that. (It is certainly an space of concern for leaders on-the-ground in Florida.)
What Iger will do to restore tensions between the corporate and its largest followers is unclear. As we identified in our List of Positive Changes CEO Bob Iger Could Make to “Fix” Walt Disney World, there’s some low-hanging fruit. However, there are additionally some adjustments that Iger will likely be hard-pressed to make given how the corporate’s streaming providers are hemorrhaging cash.
The Cast Member Town Hall was an excellent begin for making staff really feel that they’re voices and heard. He has additionally been extremely seen in the previous couple of weeks, making appearances on the Disney Ultimate Toy Drive benefiting Toys for Tots and extra. Iger can enhance Cast Member morale (one thing we’ve got been informed–repeatedly–is already occurring), which can in flip have spillover results for visitors (happier Cast Members equals happier visitors).
At this level, Iger’s finest transfer can be making followers really feel like their complaints are being heard and brought significantly–whereas putting a distinction to Chapek. Between this letter and Bob Iger’s look with Josh D’Amaro at Candlelight Processional, I’d say it’s an excellent begin. Speaking of which, when you haven’t seen movies of Iger from Candlelight Processional, it is best to test them out.
While it’s simple for good PR folks to faux a honest letter, that ear-to-ear grin and glow as Iger chatted with followers is actual. That was the look of a person who was glad to be again “home.” I get the cynicism and suppose skepticism is completely wholesome (maybe the most effective protection mechanism!), however I’m cautiously optimistic.
I do know Iger can’t wave a magic wand and undo loads of the harm–a lot of which he seemingly helps–however he could make significant optimistic adjustments, and that begins with understanding and appreciating why the corporate’s “biggest fans” are diehard devotees of Disney.
What’s not affordable is claiming to be upset about Chapek’s previous feedback and tones and in addition cynical about this letter. Either messaging issues, or it doesn’t. You can’t merely select the ‘complaint path’ whatever the circumstances.
Well, that’s not true. This is the web, so perpetual outrage and inconsistency are par for the course. But you’ll be able to’t select to at all times be upset and nonetheless count on to be taken significantly. Always being indignant is the best approach to have your opinion disregarded solely, and is exactly how firms find yourself writing off rabid followers as complaining even when a churro cart is moved 10 ft.
Ultimately, we’ll begin to see fairly quickly whether or not Bob Iger is all discuss, or if he’ll stroll the stroll. Already, 2023 is shaping as much as be a pivotal yr for the Walt Disney Company. The a hundredth Anniversary is subsequent yr, and the festivities begin on January 27, 2023 at Disneyland.
After the frustration of Walt Disney World’s fiftieth Anniversary, this is a chance for a mulligan, of kinds. World of Color – One and Wondrous Journeys fireworks will usher within the Disney100 celebration at Disneyland, we nonetheless don’t know what’ll change Harmonious at EPCOT or how Happily Ever After will evolve at Magic Kingdom.
Beyond that, rather a lot is on the horizon within the parks. The opening Mickey & Minnie’s Runaway Railway plus the reimagined Toontown at Disneyland, TRON Lightcycle Run in Magic Kingdom, and Moana’s Journey of Water at EPCOT. Speaking of which, the transformation of that park is meant to conclude subsequent yr, regardless of rather a lot being reduce from the unique plans.
Without a lot on the horizon for past subsequent yr, the Disney100 celebration can be the proper time to unveil a brand new “Disney Decade” with enlargement plans for Animal Kingdom (confirming the Dino-Rama substitute looks as if a given), Magic Kingdom, and section 2 of the EPCOT overhaul.
Much of that could be wishful considering, as Bob Iger and the Walt Disney Company face quite a few headwinds in 2023. The inventory worth has been on the decline as Wall Street reevaluates streaming service expectations and valuations, the corporate is saddled with large debt because of the twenty first Century Fox acquisition, succession planning must be a high precedence, and the Reedy Creek saga remains to be not totally resolved (though it appears shut).
It’s going to be a difficult yr for Bob Iger and co., however hopefully he can navigate all of these points whereas additionally delivering in ways in which reveal why “there has never been a better time to be a Disney fan!”
Planning a Walt Disney World journey? Learn about motels on our Walt Disney World Hotels Reviews web page. For the place to eat, learn our Walt Disney World Restaurant Reviews. To get monetary savings on tickets or decide which kind to purchase, learn our Tips for Saving Money on Walt Disney World Tickets submit. Our What to Pack for Disney Trips submit takes a novel have a look at intelligent objects to take. For what to do and when to do it, our Walt Disney World Ride Guides will assist. For complete recommendation, the most effective place to start out is our Walt Disney World Trip Planning Guide for all the pieces it’s essential know!
YOUR THOUGHTS
What’s your tackle Bob Iger’s letter to the largest Disney followers–are you cynical or cautiously optimistic? Think this demonstrates that he, in contrast to Chapek, truly believes within the ‘magic’ of Disney and understands what followers want and crave from its chief? Are you excited concerning the firm’s future because the Walt Disney Company enters its a hundredth yr? Think issues will get higher in 2023? Do you agree or disagree with our evaluation? Any questions we will help you reply? Hearing your suggestions–even once you disagree with us–is each attention-grabbing to us and useful to different readers, so please share your ideas beneath within the feedback!