This is not necessarily about a change in leadership. I have a lot of face-to-face conversations with guests when I'm walking the parks, and I read a lot of their comments online.
If you move a tree, if you change a procedure, if you start asking for reservations — that's a big deal to our guests. They care. They really, really care. And if people care that much, then I have an obligation to listen and, when appropriate, to make some changes and modifications.
Click here to see the latest Walt Disney World offer >>>
