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Dennis Snow

Creating Magical Customer Experiences, Sales & Service Excellence

Bio

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 Speaker Dennis Snow. Drawing on the expertise he honed as a customer service leader throughout his two decades with Walt Disney World’s “Disney Institute,” Dennis shares his secrets to running a world-class, service-driven organization and how you can, too. +

In addition to heading a division at the Disney Institute–which provided training for Fortune 500 companies including ExxonMobil, AT&T, General Motors, and Coca Cola–Dennis also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. 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.

His articles appear in a number of publications, and he is a featured guest expert on customer service on several business news-talk radio shows. --

Topics

Dennis Snow's Speaking Presentations:

Dennis tailors his customer service and executive leadership keynote presentations, workshops and training sessions to meet client needs. The following are three of his most popular and requested programs.

Delivering World-Class Customer Service – Lessons From The Mouse

Customers have more choices than ever, with the result that most products and services are increasingly seen as commodities. So, in today’s market, what can an organization do to stand out from the crowd? Differentiating your service is the key to attracting and retaining customers – while driving bottom line results. More than ever customers are focused on value - what you can do that other organizations cannot or will not do. Customers want to know that you are focused on earning their ongoing loyalty. +

Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for delivering outstanding customer experiences. This program will provide you with strategic tools that can be used to raise the bar of service throughout your organization, resulting in “walk-through-fire” customer loyalty.

Participants will learn:

  • Approaches that help your employees move from a task mindset to an experience mindset.
  • A process for ensuring that your organization’s “backstage” environment never impacts the “onstage” customer experience.
  • Four specific strategies for wowing customers every time.
  • A mechanism for ensuring that your organization’s processes are designed through the “lens of the customer.” --

Leading a Culture of Service Excellence

In today’s competitive market, developing a service excellence strategy is an important part of any leader’s role. Beyond developing the strategy, however, there is the challenge of executing the plan. It’s in the execution that service excellence strategies become a reality or simply another “flavor-of-the-month” program. Employees watch to see how committed the organization truly is to customer service and take their cues directly from their leaders. In order to effectively implement an organization-wide service excellence strategy, today’s leaders must rely on the skills of a facilitator and idea champion, and must walk the talk of service excellence. +

Based on the leadership principles Dennis learned, lived, and taught during his 20-years with Walt Disney World, this presentation highlights specific leadership behaviors that bring a service strategy to life and describes how to “hardwire” service excellence into an organization’s culture.

Participants will learn:

  • The behaviors that will define your organization’s service culture.
  • Hiring processes that ensure that service-oriented individuals are recruited and selected for employment.
  • New-hire and ongoing training practices that reinforce your organization’s service culture.
  • Effective communication strategies that keep employees focused on the customer experience.
  • Techniques for involving employees in the forward movement of the organization and for empowering customer-focused decision-making.
  • Accountability processes that ensure that service excellence is non-negotiable. --

Performance Excellence  The Employee Factor

An engaged workplace is one in which the organization’s mission, vision, and values are demonstrated consistently and naturally. In this kind of work environment employee performance, involvement, and loyalty are high and customer satisfaction is the primary focus of the entire team. +

Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service.

Participants will learn how to:

  • Build a customer-focused culture.
  • Break down organizational silos, creating a “one organization” mentality.
  • Inspire personal accountability in the workplace.
  • Build “walk-through-fire” employee loyalty.
  • Create a work environment where the best employees want to be. --

Dennis Snow is represented by K&M Productions (Toronto). To inquire about Dennis Snow's speaking schedule, fees & booking Dennis Snow, contact us.

What Clients are Saying

Dennis was literally one of the best speakers we've ever experienced ... phenomenal! A++! Incredible!

–American Express

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Dennis was literally one of the best speakers we've ever experienced ... phenomenal! A++! Incredible!

–American Express

Everything went great with Dennis on Friday. He is a terrific presenter and his message really tied in well with FCC’s focus on customer service. And what a great guy! (Calgary)

–Farm Credit Canada

Dennis was excellent! He was a great speaker, funny, entertaining, and great stories. His message was perfect. We have been receiving nothing but very positive feedback. He was a big hit!

–Farm Credit Canada (Ontario)

I have seen literally hundreds of speakers over my career and I have to say that your talk was the best I have ever seen. We have been holding the conferences now for eight years, and you were the first standing ovation a speaker has ever received.

–Investment Planning Counsel

I don't think there was anyone in the room who wouldn't have been absolutely thrilled if your presentation had stretched long into the night ... people are talking about the issues you presented, and hopefully, we are inspired to build on the momentum you started in a way that will make our customers wonder what happened in our company!!!

–Cummins Bridgeway LLC

Thank you so very much for making our conference such an incredible success. Clearly from our survey results, you were the highlight of the entire event. Your presentation, enthusiasm and talent inspired our managers to take back a great amount of energy to create a new level of excitement in our call centers.

–Wells Fargo Bank

You did an excellent job sharing customer-focusing concepts in an entertaining format ... thank you for helping us make this year's conference the best yet.

–Florida Power & Light

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