Customer Value & Disney
Customer value is defined on the slide as:
What the customer GETS minus what they GIVE
What does FP&A stand for?
Financial Planning & Analysis
A FIXED COST is best described as:
A cost that stays the same regardless of production
The venue had 1,000 seats and a fixed cost of $20,000. If no tickets were sold, how much money did the venue lose?
$20,000
The Earnings Call was worth 30 points. Which three things were scored?
Clarity, vocabulary, and honesty
A family paid $400 for character dining instead of $40 for fast food. According to the GET/GIVE framework, why?
The GET (experience, memories, status) was worth far more than the extra GIVE
The Balance Sheet answers which question?
What do we own and owe?
A VARIABLE COST is best described as:
A cost that rises and falls with production or sales
Which factor determined how many customers showed up at each ticket price?
The demand table
A firm said, "Our strategy was tiered pricing. The market told us demand is price sensitive." Which vocabulary term was used correctly?
Price sensitivity
The slide estimates a Disney family could be worth $10K–$30K over 30 years. This concept is called:
Customer lifetime value
Which finance role "owns every dollar in the company"?
CFO
VARIANCE is defined as:
The difference between budget and actual results
A firm set all three pricing tiers only $1 apart. What was wrong?
There was no meaningful value difference
After three rounds, what should every firm's Earnings Call acknowledge?
What the market taught them
The loyalty flywheel goes: Great experience → Happy guest → Tells friends → More guests → More revenue → Better parks → ___
Better experience
A BUDGET is best described as:
A plan estimating income and expenses for a set period
Your firm budgeted $500 for food and spent $450. This is a:
$50 favorable variance
A competitor dropped their price. Based on the simulation, what was the best response?
Bundle or add a premium add-on to justify your price
According to the rubric, what does "honesty" mean in an Earnings Call?
Admitting what worked and what didn't
"Excellence is not a cost. It's the highest ROI investment you make." This connects customer experience to which concept?
Customer lifetime value
A FORECAST is best described as:
An updated prediction based on new information
A company earns 60% of its revenue from one client. This is called:
High customer concentration risk
Revenue counted for 70 points while the Earnings Call counted for 30. What business lesson does this reflect?
Both performance and communication matter
Why is reflection valued more than "spin" during an Earnings Call?
Honest learning leads to better business decisions