It's dusk in Town Square at the Magic Kingdom. Members of the Security team are conducting the American flag retreat ceremony. This ceremony comes with an extra guest satisfier. To make the INTERACTION between cast and guest more meaningful, Disney adds what it calls a "magic moment" to the flag retreat. They often find a veteran of the military, a member of law enforcement or a firefighter to be the honored guest in the ceremony. That's the guy in the center of the snap: after the ceremony he received the flag as a token of appreciation.

With visitation estimates ranging from 20,000 to100,000 guests entering the Magic Kingdom on any given day, it is impossible to honor every attending guest. It is more practical to select and honor individual guests as representatives of all the others. This strategy-employed at park opening, in parades and entertainment offerings-helps all the guests feel like they have been included … even if they have not.

What about you and your organization? Do you find ways to deliver magical INTERACTION moments to your customers? If not, why not? It's an easy way to remind those customers how much you value them. If Disney, with thousands of guests to meet and greet, can do it, you can too.