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.