Dennis Snow

Dennis Snow is a customer experience expert and former Walt Disney World executive who spent 20 years helping build Disney’s legendary approach to service excellence. His career at Disney began in 1979 as a front-line attractions operator, and he advanced through the company managing various operating areas before launching a division of the Disney Institute responsible for consulting with some of the world’s largest companies.

Two Decades Inside Disney’s Service Culture

Snow’s journey from front-line cast member to Disney Institute leader gave him a comprehensive understanding of what it takes to build and sustain a world-class service culture at every level. He learned and applied the systems, processes, and leadership behaviors that make Disney’s customer experience consistently magical. That insider perspective informs every aspect of his consulting and speaking practice, giving him credibility that few customer service experts can match.

Creating Magical Customer Experiences in Any Organization

Snow now works with organizations across industries to help them apply Disney-level service principles to their own operations. His books including Unleashing Excellence and Lessons from the Mouse provide practical frameworks for building service cultures that produce loyal customers and engaged employees. His keynotes deliver proven strategies for creating memorable customer experiences, building and sustaining service-driven cultures, employee engagement as the foundation of customer loyalty, and the leadership practices that turn ordinary service into extraordinary experiences.

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.

Leading Excellence

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.