We can't thank you enough for your participation in our virtual annual meeting. The early feedback we have received has been strong and positive. They loved how you applied your expertise to the law school admissions community. That made the presentation much more helpful for them. It was both noticed and appreciated!!!
Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life
by Dennis Snow
What can you learn from a mouse? When that mouse has been delighting and entertaining hundreds of millions of people for decades - it turns out there is plenty to learn. Dennis Snow's Lessons From the Mouse provides ten no-nonsense, practical principles that anyone, anywhere can apply. He entertains while he educates with chapters like 'What Time is the 3:00 Parade?' Is Not a Stupid Question.The mouse is very candid here - no Disney pixie dust blinds the reader. Backstage snafus, onstage errors, and occasional chaos emerge in all their drama, humor, or irony. At its heart, though, Lessons From the Mouse presents ten lessons that guide readers in applying excellence in their own organizations, careers, and lives. Whether being used as a tool for increased organizational effectiveness or a pocket guide for the college grad or new entrepreneur, Lessons From the Mouse offers timeless, straightforward advice.
by Dennis Snow
In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance.
Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book.
- Offers proven best practices for designing and implementing an excellent customer service culture
- Simple format divides content into nine "leadership actions" that guide you through a step-by-step process
- Shows you how to build a common customer service vision for your entire organization
Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.
Featured Keynote Programs
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 elevate the customer experience from ordinary to extraordinary
• Customer service processes that make service excellence "business as usual"
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.
Delivering A World-Class Customer Experience
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 the Walt Disney World Company along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for creating a service-driven culture. 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
Note: This program is a natural follow-up to Delivering World-Class Customer Service or can be delivered as a standalone program.
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 communications strategies that keep employees focused on the customer experience.
• Techniques for involving employees in the forward movement of the organization and empowering customer-focused decision making.
• Accountability processes that ensure that service excellence is non-negotiable.
Now that the dust is settling on another crazy virtual day, I can finally take a few moments to share my gratitude with you. Thank you both so much for creating today's webinar opportunity for our SPARC membership. Dennis...your concise, direct, and applicable guidance was right on the mark, and you blended it perfectly into today's challenging circumstances as well as the specific industry that this group of people are in
Sometimes a key indicator of a successful speaker is how often their presentation is referenced or cited in future conversations and meetings. Over the remaining days of the summit, I heard portions of your presentation discussed, referenced and noted many times. You're lively, yet relatable message was extremely well received.
Dennis is awesome! We loved working with him. He was able to weave our leadership messaging seamlessly into his presentation, engage our franchisees completely and provide highly actionable content--all the while, getting us back on track with our schedule. He's a pro's pro. Our franchisee feedback was great. They loved how he engaged with them and spoke our franchise language
Dennis (Snow) was AMAZING! We could not have selected a better keynote speaker for our annual franchise convention. The amount of pre-program research that he did to make sure his message was a perfect fit was genuinely impressive. Our franchisees LOVED him and we've gotten great feedback about how excited they are to implement the tools Dennis shared. He was a pleasure to work with in every way and there isn't one thing I would change about the experience. I would hire him again in a heartbeat.
Dennis was amazing last week. He was a breath of fresh air. I have heard absolutely nothing but praise for Dennis! We are so pleased. He made me look like a damn hero!
As the CEO of our credit union for many years, I have seen many changes in the industry and that includes more competition. Since we offer the same services as our competition we need to stand out in our service attitude towards our members. Dennis Snow is exactly what we were looking for. Dennis taught us new ways to enhance our service attitude by focusing on what the member sees, hears and feels
Dennis had a way of inspiring his audience to rethink the most basic components of their business in a totally new way. His emphasis on "turning the lens" to the customer's point of view became a simple yet profound foundation for improving customer service and building brand loyalty.
Working with Dennis was an absolute pleasure! Dennis spent time understanding our organization's background and culture, listening to our organizational needs, and then, providing a tailored presentation that truly resonated with our leadership team. Dennis is one of the best speakers we have had and we are very fortunate he was able to speak with our leaders.
Dennis Snow did an outstanding job of relating the Disney experience to our employees! He's funny and really made our employees think about how they could make that little extra "wow" factor for our customers. I highly recommend Mr. Snow. In addition to being a great speaker, he's a pleasure to work with as a planner.
Dennis was top notch. Through relevant examples, engaging delivery, and some fun, he delivered an exceptional keynote that has helped our entire team become more focused on service and experience. Prior to our event, he worked with us to understand our company values and our goals in order to customize his presentation for us. Our team is still talking about his message and he definitely made a strong impression on our entire organization
You did an amazing job for us and I have heard nothing but great responses from our school administrators. Several of them have been applying the ideas you shared with their teachers and staff this week as they are getting ready for their students to return to school on Monday. It was such a great message and one that our school district really needed at this time
Let me say that you exceeded all our expectations. Your keynote speech truly set us off on the right foot for our Male BFO Kick-off week. Throughout the week people continually referenced you and the learnings your talk brought. You were truly a highlight!
Dennis literally changed my life. I was a reporter covering a legal marketing conference and after hearing him speak, I understood, for the first time, what makes a company truly great, and how you get there. I moved into the marketing field a year later, and his mantra of "Everything Speaks" informs many of my decisions as Director of Marketing for a mid-sized accounting firm.
Never before have I attended a seminar where the speaker took the time to visit with the employees and get a feel for our jobs before the program . . . I truly enjoyed the presentation and I feel it has made a difference in the way I perform my job.
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!
I consider your presentation the high water mark of 20 years of professional training and conferencing.
Dennis was literally one of the best speakers we've ever experienced... phenomenal! A++! Incredible!