I love websites that include customer feedback, testimonials, forums (see www.Tripadvisor.com, www.frommers.com, www.babiesrus.com ). I always want the ‘behind the scenes details’, the real ‘dirt’ on a product or service. Companies are realizing the need to include experiential data as well. The latest company I found that has jumped on this trend is Disney.
Disney of course does it a little different. Why just sit back and wait for reviews, why not pay for them (well sort of). Disney’s mompanel (http://disneyworldforum.disney.go.com/home.aspx) uses advice from 12 moms (actually 11 moms and one dad) to help trip planners really get to know a family’s experience at any of Walt Disney’s Resorts and Theme Parks. Disney calls them ‘independent contractors’ but never mentions if they are actually paid or not.
For me it doesn’t really matter. If I am on the Disney website I am already convinced that I want to take a Disney vacation. The moms on the panel seem to give real hands-on advice. I was so pleased to see them answering questions about whether or not guests should bring their own stroller or rent a Disney stroller on site. I get this question a lot from my customers and I think the panel gave some great advice.
Check it out for yourself and see what you think!