Dennis Snow
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Dennis Snow

Creating Magical Customer Experiences

Happy customers make for healthy bottom lines. If you want to build a customer service culture that gets real results, you need the reliable, proven guidance of Dennis Snow. Drawing on his expertise as a customer service leader for more than 20 years with the Walt Disney World Company, Dennis shares his secrets to running a world-class, service-driven organization and shows how you can too. Some of his clients have included American Express, Johns Hopkins Medicine, ExxonMobil, and Nationwide.

Beginning his Disney career in 1979 as a front-line attractions operator, Dennis advanced through the company and eventually launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, General Motors and Coca Cola. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%.

Dennis also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the “Disney Traditions” program, which is universally recognized as a benchmark in corporate training. In his last year with Walt Disney World, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team.

Dennis is the author of Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life, and the co-author (with Teri Yanovitch) of Unleashing Excellence: The Complete Guide to Ultimate Customer Service. He has also had articles published in a number of a publications and is a featured guest expert on customer service on several business news-talk radio shows.

Creating A World-Class Service Organization

World-class customer service is not simply a matter of smiling employees who say “please” and “thank you.” Everything your customer sees, hears or touches impacts their experience. “Everything speaks.” This program highlights how delivering world-class service requires careful orchestration of the entire customer experience.

Attendees will discover:

  • The key points of contact that make or break the customer experience
  • How to evaluate the customer experience from ordinary to extraordinary
  • Customer service processes that make service excellence “business as usual”

Leading Excellence

Employees watch to see how committed we are as leaders and take their cue directly from us. As customer expectations are at an all-time high and business competition is fierce – exemplary leadership today is critical. This presentation helps today’s leaders step into their multi-faceted role as visionary, facilitator and idea champion.

Attendees will discover:

  • The benefits of leadership that creates a culture of accountability among employees
  • How to build organizational commitment to a vision
  • Specific “walk the talk” leadership behaviors that reinforce organizational values

Performance Excellence – The Employee Factor

The number one reason that customers become disenchanted with an organization is because of employees’ attitudes of indifference. This program is designed to change that. In order to motivate excellence, organizations must “engage the heart” of employees. When this happens, customers can see it, hear it and feel it in every interaction with an organization.

Attendees will discover:

  • Ways to identify employee behaviors that align with the organization’s mission
  • Employee selection, training and communication processes that reflect the organization’s values
  • Internal processes that support and engrain customer service-oriented behaviors