When planning a trip to Disney, you are exposed to a range of prices for hotels and usually land somewhere in the middle. This is the first stage of Anchoring and Adjustment. With this mental shortcut, we see the highest and lowest prices for the hotel options and use them as an "anchor" to base how much you are willing to spend on a Disney hotel and adjusting to somewhere in between. This price can be much higher than what we would have been willing to spend without seeing these "anchors." For example, the left image below shows hotel prices for a value resort ($227 per night) and a deluxe resort ($1,153 per night). The lower price serves as an anchor from which we make judgments for "cheap" things, which increases our willingness to spend money on accommodations.
Following the hotel purchase, the guest will buy the number of tickets they require and begin their journey through Disney (ticket prices can be as high as $195 for a single day, per person!). While attending the parks, the guest is already anchored on the price of their hotel and tickets combined. When faced with opportunities to purchase food, lightning lanes, or even go shopping, the guest is more willing to spend money in the parks to enhance their experience. Due to the anchor, the guest will likely think "I'm already spending so much on this trip, what difference will a $50 shirt make?"
In a book titled Nudge, Thaler and Sunstein describe tactics that companies can use to influence the behavior of their customers. Two primary tactics they highlight are making things easy and/or fun.
One of the most obvious nudges that Disney utilizes is allowing payments with Magic Bands, which are electronic devices (resembling a watch) that are worn on guests' wrist. Importantly, guests can link a credit card to a magic band, making payments for food and souvenirs extremely fast and easy. Furthermore, using a magic band causes a Mickey Mouse themed emblem on a credit card reader to light up in different colors, making the act of purchasing seem fun. Coupled together, the ease of using a Magic Band, along with the fun experience, promotes purchasing behavior throughout the parks. And with no receipts being printed, it is easy to lose track of how much money one spends throughout the day!
Disney also uses nudging to keep the parks clean and reduce waste. For example, they place numerous (decoratively themed!) trash receptacles in conspicuous locations throughout the parks. By making it convenient to dispose of trash and recyclables, they essentially nudge their guests into the desirable behavior of not littering.
They also have numerous free water stations at quick stop areas (which are themed in fun ways!), along with cylindrical ice cubes that fit into a standard water bottle. By making it easy to find cold water amid the intense Florida heat, Disney nudges their guests to maintain safe hydration behavior, thus limiting their liability for heat related health issues (e.g., dehydration, heatstroke, etc.). Of course, these water areas are typically located next to stores intended to promote impulse purchases, nudging the guests to spend more money as they take water breaks!
Several principles of social influence outlined by Dr. Robert Cialdini can be easily observed at Disney World. These principles are employed to make guests feel like they are having a wonderful time while simultaneously spending as much money as possible. For example...
Labeling
Disney addresses their workers as "cast members" rather than "employees" or "team members". This simple change of wording makes their team feel more needed and appreciated by eluding to the idea of putting on a show. While they may not be performing a musical number or spitting fire, they are still upholding guest expectations of the happiest place on earth.
Scarcity
Many items for sale withing the parks are "exclusive", such as the soda options in Galaxy's edge. Because these cannot be acquired anywhere else, the scarcity of these options makes them very attractive to customers. There is also a novelty component to these items, making them impossible to resist purchasing!
Commitment
Disney employs several commitment devices designed to maximize revenues. The most obvious is the requirement to reserve dining at restaurants. This drastically increases food sales because guests will be motivated to meet their reservation time instead of simply trying to find a suitable dining option when they are hungry. Furthermore, most restaurants do not offer a la carte options, meaning every guest must spend a minimum amount for a 3-course meal.
Conformity refers to individuals changing their behavior, style, or attitude to fit in with a group or majority.
A major way people in the parks conformed to others was through wearing Disney ears. Almost every gift shop or store around the park was filled with a wall of ears that encouraged guests to conform to those around them. Individualism was also a part of the process as the reasoning behind what ears guests picked varied. Some guests picked ears they thought were stylish while others got them as they identified with a favorite character or movie. The variety of ears allowed guests to conform to the norm of the park while also keeping their own individualism through their choices.
For example, we got ears from the Tower of Terror gift shop because we really enjoyed the ride and are also both a fan of spooky stuff. This allowed us to conform while also maintaining our individuality.
Matching t-shirts or outfits was also a common thing to view around the park. Large families or schools on trips all tended to have identical outfits on that they wore on park days. This could lead to other guests wanting to create shirts or coordinate outfits with their groups so they could fit in while also having something meaningful to them.
Another large aspect of conformity was the lounge fly bags that were also present it many different shops and gift stores. There was a variety of them with different characters, movies, or parks pictured on them. This, like the ears and shirts, allowed people to conform to the norm of Disney while remaining their own individual.
Rodeo Roundup is a BBQ place located in Hollywood Studios and it is themed as Andy's backyard and everyone, cast members and customers, all must freeze when it is announced on the speaker that Andy is coming. When that is announced, everyone needs to freeze for about thirty seconds. When I was at the restaurant, every single person froze. I expected a few people to not freeze since it was later in the evening and people would be too tired to participate (like how I was thinking). However, everyone freezing is a good example of conformity. Everyone shares the same thought process of, "I don't want to be the only one not participating," or "There are a lot of kids here and I don't want to ruin the magic."
At places such as Disney, we often find ourselves doing things we wouldn't do outside of the park, such as paying $6 for a bottle of water. When we do these things, we feel a sense of hypocrisy in ourselves called cognitive dissonance. To reduce this, we justify the decision to ourselves by thinking "I didn't have a choice," "when will I be here again anyways," or "that was the best tasting water I've ever had."
Long Lines for Rides:
At theme parks, everyone expects to be waiting in line for their turn on attractions. Whether it be 15 minutes to 2 hours, guests get excited for their turn. Due to cognitive dissonance reduction, however, guests will likely enjoy an attraction more if they have waited longer in line for it. This is because the guests have put more effort and time into attending the attraction. If their experience was less than ideal,
it makes them feel like the time they spent wasn't worth it and feel bad. When this happens, our thoughts attempt to cancel this feeling by convincing ourselves we enjoyed the ride more than we did, making us come back again.
High food prices:
Due to convenience, drinks and food are more expensive inside theatres and amusement parks than they would be outside of them. Despite this increase, guests are still willing to pay for them, and it may appear to taste better. While the drinks and food may be better, it is likely a result of cognitive dissonance reduction. The idea of paying $20 for a grilled cheese sounds repulsing to the average person, but when in a theme park, we justify the decision by either believing we had no other choice, this is the only chance to try it, or convincing ourselves it was worth the $20. Additionally, many meals in the amusement parks come with a drink which you can refill for free, "reducing" the price of the meal.
Hotel Prices:
Disney Hotels are much more expensive than the average hotel, and yet they are still packed with people staying. This is due to the location of the hotel, themed décor in the hotel, free parking, bus travel to the parks, and even early entry. Disney utilizes the "but wait, there's more!" tactic by throwing in all of these "perks" to get people to splurge on their hotels.
Looking at female cast members, we noticed that there wasn’t much representation for bigger bodies in any of the parks. Any time that someone with a bigger body was represented, they were usually evil (e.g., Ursula). This goes back to a more traditional view of what is considered an “ideal” body, a potential detriment to young girls' self-esteem as seeing their icons only as thin and petite could be internalized and lead to them wishing they looked like them.
On the other hand, we noticed that male cast members were typically larger, more muscular and intimidating, displaying a stereotypical "dominant" body-type that excludes large numbers of men interested in working at Disney. Consider characters like Gaston or Prince Charming. This also conveys a certain message about what is considered attractive and physically ideal in men, inadvertently causing other men to feel a sense in inferiority (especially in the hiring process).
We find it interesting that most of the characters not in a full, enclosed costume (e.g., Ralph and Doug from Up) were physically fit and objectively attractive, while they may have been hiding cast members not fitting this ideal in other costumes where they can't be seen.
Additionally, it’s obvious that they are trying to keep things as close as possible to the original stories which leaves little room for change. We would like to give a critique here. We think that it is possible to preserve the original stories while also being more inclusive and representative. It is clear that they have a goal of including people of many different demographics considering Disney's proud stance on diversity in their parks. However, if this is a goal that they would like to maintain, then they should also include more representation of diverse body sizes. They can achieve this by allowing cast members of different sizes to play the roles of different characters, rather than confining people to a certain role based purely on physical characteristics.
Specifically at Magic Kingdom, we found out that the Disney princesses that are hired must fit a certain size and height in order to play that role, a seemingly "one-size fits all" mentality that reinforces an idealized body image for young women and girls
Typically, there is only one costume for them to wear and if you can't fit into that costume then you can't play the role.