I have to say... I'm a first timer and the "Disney Customer Service" world class/best in breed/studied in business schools is alive and well. A story:
We did the Frozen sing-a-long at Hollywood Studios and an $8 pen I'd just bought a few hours before must have fallen in the arms or the cracks or something. Anyways, I wait until everyone clears out and I use my flashlight on my phone to try and find it because, well, $8 dude. Couldn't find it, okay whatever, I say "Thanks for letting me look" and maybe I looked dejected but more likely I was just hot and tired and worn out from a long day and the cast member was like, hang on.
She walked with me out to the nearest stand and got another cast member who offered to walk with us to a souvenir shop and give us a replacement. I tell him, I really appreciate the offer and definitely appreciate the gesture, but I have a fast pass for Indiana Jones and it's the last one of the day, so I'll just eat the $8 thanks. This is when it gets good.
The guy says, no worries. Takes me to the back entrance of Indy, takes me down to the front row VIP section and says I'll be back with your pen. Then as he turns to leave he slips me a paper fast pass good for the Aerosmith roller coaster I'd been wanting to ride. I cancel the original fast pass so I now have 2 extra (though it's getting late) and five minutes later he presents to me a $12 pen.
That is why we pay the big bucks to eat and drink and buy a bunch of stuff there, I guess, but every experience from the 1950's diner to people sneaking us in to the character meets, etc. has been unlike anything you see outside of the Disney resorts.