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Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today.

He began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization.

Dennis launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%.

He 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.

Today, Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include Huntington Bank, BMW Financial Services, Florida State University and Johns Hopkins Hospital. His articles appear in a number of industry publications and he is a featured guest “expert” on customer service, on several business news-talk radio shows. He is the author of the book, Lessons from the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.


Dennis Snow Speaker Videos Back to top

Training with Dennis Snow


Dennis Snow Demo Video



Speeches / Speaking Engagements Back to top


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"

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


Dennis Snow Speaker Testimonials Back to top

“Dennis was literally one of the best speakers we’ve ever experienced... phenomenal! A++! Incredible!”
    Julianne Potter, American Express

“I consider your presentation the high water mark of 20 years of professional training and conferencing.”
    Timothy Quinnan, Ph.D, Assoc. V. P. for Student Affairs, Florida State University

“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 if my memory serves me right you were the first standing ovation a speaker has ever received!”
    Chris S. Reynolds, 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!!!”
    Lois Carlson, Cummins Bridgeway LLC

“You were the highlight of our conference and helped us set a great tone. I’m confident that we will be able to use the tools you shared with us and that they can have a vital impact on our ability to build customer loyalty.”
    Rob Freeman, Childtime/Tutor, Time Learning Centers

“Never before had 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.”
    Heather Wileaver, Carle Clinic Association, Program Attendee

“You’ve done it for Texaco and Shell Oil again! Their committee was blown away by your customized seminar. The breakout sessions allowed us to plot some very achievable next steps back home.”
    Lamar Berry, International Marketing Systems

“To use the metaphor of the season, you hit a long ball, my friend. Your remarks were finely-honed, professional and studied but relaxed, and humorous. A moment of magic.”
    Cornell University

“Your presentation was the hit of the conference, and you certainly gave the participants a lot of useful ideas together with a very moving message. It was a pleasure to work with you.”
    Karl Albrecht, Author of Service America

“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.”
    A.J. Olivera, Sr. Vice President Power Systems, Florida Power & Light




* Please note that while this speaker’s specific speaking fee falls within the range posted above (for Continental U.S. based events), fees are subject to change. For current fee information or international event fees (which are generally 50-75% more than U.S based event fees), please contact us.

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“Dennis was literally one of the best speakers we’ve ever experienced... phenomenal! A++! Incredible!”
    Julianne Potter, American Express

“I consider your presentation the high water mark of 20 years of professional training and conferencing.”
    Timothy Quinnan, Ph.D, Assoc. V. P. for Student Affairs, Florida State University

“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 if my memory serves me right you were the first standing ovation a speaker has ever received!”
    Chris S. Reynolds, 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!!!”
    Lois Carlson, Cummins Bridgeway LLC

“You were the highlight of our conference and helped us set a great tone. I’m confident that we will be able to use the tools you shared with us and that they can have a vital impact on our ability to build customer loyalty.”
    Rob Freeman, Childtime/Tutor, Time Learning Centers

“Never before had 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.”
    Heather Wileaver, Carle Clinic Association, Program Attendee

“You’ve done it for Texaco and Shell Oil again! Their committee was blown away by your customized seminar. The breakout sessions allowed us to plot some very achievable next steps back home.”
    Lamar Berry, International Marketing Systems

“To use the metaphor of the season, you hit a long ball, my friend. Your remarks were finely-honed, professional and studied but relaxed, and humorous. A moment of magic.”
    Cornell University

“Your presentation was the hit of the conference, and you certainly gave the participants a lot of useful ideas together with a very moving message. It was a pleasure to work with you.”
    Karl Albrecht, Author of Service America

“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.”
    A.J. Olivera, Sr. Vice President Power Systems, Florida Power & Light


Unleashing Excellence

Unleashing Excellence: The Complete Guide to Ultimate Customer Service
Unleashing Excellence: The Complete Guide to Ultimate Customer Service has been used by organizations around the world for designing and implementing customer service strategies. The new and expanded edition of Unleashing Excellence includes the latest tools, best practices, and invaluable lessons learned from companies who have actually applied the authors’ comprehensive system for building a first-rate customer service culture from the ground up!

Filled with vital information, Unleashing Excellence literally walks you through every aspect of the nine leadership actions required to compete in a global marketplace where products and services are becoming increasingly commoditized and the Internet provides dissatisfied customers with a powerful forum.

Just some of what you’ll learn from reading Unleashing Excellence ...how to establish a Service Improvement Team, including selection criteria, member responsibilities, and meeting agendas; develop the Service Philosophy and Standards that become the non-negotiable service expectations every employee will be expected to follow; construct a communication strategy for getting your employees on board, and keeping them informed, involved and engaged in your service initiative; a clear strategy for delivering effective service training to every person at every level of your organization; select the right candidate for the right role, including the best recruitment methods and interviewing techniques; measure those factors that truly matter to customers, then incorporate the results for continuous improvement; recognize and reward superior service to keep employees motivated; identify and solve service obstacles that can emotionally disengage employees; and revise your accountability tools to include the elements of your service initiative.

The tools and methods provided in Unleashing Excellence are user-friendly, flexible and, best of all, practical.


Lessons from the Mouse

Lessons From the Mouse
Lessons From the Mouse is written by someone who actually worked on Disney World’s rides, controlled the crowds at parades, and stood in the rain for hours telling guests Space Mountain was closed. At one point, Dennis Snow even had to reprimand Goofy for poor attendance. It is from this first-hand point-of-view that Snow peels away the veneer to show the day-to-day operation. Lessons includes things he learned from his early days as a front-line cast member to the business imperatives he lived as a member of the management team.

The Disney organization is not presented as perfect or infallible in this book. In fact, Snow humorously shares some of the company’s missteps. However, readers will see that the things Disney does well, it does very well. The proof is that Disney World is usually ranked the single most popular vacation destination on earth.

Lessons From the Mouse is constructed as a series of lessons because therein lies the secret to discovering Disney’s magic – understanding and applying these ideas every day in a disciplined way. The title of each chapter is a snapshot of the lesson within. The beginning of each chapter explains how a particular lesson was taught and reinforced when Snow worked at Disney World — and why it’s important. The lessons are then applied to various “real world” work situations. Each chapter ends with questions and ideas for implementing the lesson.

Readers can apply the principles in this book in several ways. Lessons From the Mouse can be used to raise the bar of individual performance, it can work as a guide for a series of staff meetings, or each chapter could be a training module for the entire organization. Many readers will just want to open the book periodically for a quick dose of inspiration. However you decide to use Lessons From the Mouse, the important thing is to put the lessons to work.

Over the past eight years Dennis Snow has helped organizations from all over the world apply the principles in this book — the principles he learned over his 20 years at Disney. The results for these companies have been positive: improved customer satisfaction; reduced employee turnover; and increased profitability. These lessons have proved to be applicable to any industry, any organization, and any job.


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"

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


Training with Dennis Snow


Dennis Snow Demo Video