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“Product expertise can be duplicated, so any competitive advantage based on products will eventually go away. But customer expertise is competitively defendable, unique and permanent.” –Martha Rogers
What is Disney spending the most money on? Product or guest service? I think they spend more on product than guest service (in terms of new dollars), or at least the impression is given that they do so. Guest service is not poor, but it isn't continually amazing anymore. Spending on ride tech is like preparing an amazing meal at a restaurant, and neither can save poor guest service ultimately. While making a bad meal, or breakdowns in ride tech, can be saved by amazing guest service.
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