Podcast appearances and mentions of dennis snow

“You can't script chemistry, but you can prepare for connection.”  Notable Moments 00:00 – Intro and welcome back to Dennis Snow 01:22 – Dennis' first question: What makes a great podcast guest? 03:30 – Why good guests understand the value of a story 06:05 – Dennis' second question: How do you prepare for interviews? 09:15 – The problem with winging it (and sounding like a pitch) 11:45 – Dennis' third question: What makes an episode memorable? 14:20 – Final thoughts on listening, connection, and staying curious Want to be a podcast guest worth remembering? Former Disney leader and customer experience expert Dennis Snow returns, this time asking me the questions. He brings three thoughtful and unexpected prompts for me. Together we explore what it takes to be a great podcast guest, how I prepare for conversations, and what I've learned from years behind the mic. We cover the subtle art of storytelling, how to avoid sounding like a commercial, and why being prepared actually creates more space for authenticity. If you've ever wanted to appear on a podcast or have thought about hosting one, this episode is packed with behind-the-scenes advice that will help you show up well. Read my blog for more on this episode. Connect with Jody www.jodymaberry.com About Jody - https://jodymaberry.com/about-jody-maberry/ Instagram - https://www.instagram.com/sugarjmaberry LinkedIn - https://www.linkedin.com/in/jodymaberry/ Facebook - https://www.facebook.com/sugarjmaberry/ Twitter: https://twitter.com/jodymaberry  

Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney's customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create memorable "wow" moments, establish nonnegotiable behaviors, authentically empower your employees, and lead by example. By the end of this podcast, you'll be ready to transform every customer interaction into something extraordinary.  Learn more at   Access our FREE Customer Experience Audit Tool:   Grow as a CX Professional with our numerous   Book time with Stacy . 

“Don't discount what feels obvious to you—what's obvious to you is magic to someone else.” Notable Moments 01:45 Dennis shares his Disney origin story and the leap into speaking 04:30 Why so many professionals undervalue their own expertise 09:10 The biggest challenges Dennis faced going out on his own 14:20 Building a speaking brand that isn't all about hype 20:05 How Dennis books clients and continues to grow 24:30 Advice for professionals ready to step into entrepreneurship Can your corporate career become the launchpad for something bigger? If you've spent years in the trenches of corporate leadership, you're sitting on more value than you think. My longtime friend and Disney alum Dennis Snow is a perfect example. He transformed his corporate experience into a powerful, successful speaking and consulting business. Dennis spent over 20 years at Walt Disney World, including years teaching at the Disney Institute. Today, he's a sought-after speaker helping businesses deliver world-class customer experiences. His journey holds incredible lessons for anyone dreaming of making the leap from employee to entrepreneur. Whether you're eyeing the stage, building a consultancy, or just looking for clarity on what's next, this episode will show you what's possible when you combine deep experience with intentional action. Connect with Dennis https://snowassociates.com/ Order Dennis' Books Connect with Jody www.jodymaberry.com About Jody - https://jodymaberry.com/about-jody-maberry/ Instagram - https://www.instagram.com/sugarjmaberry LinkedIn - https://www.linkedin.com/in/jodymaberry/ Facebook - https://www.facebook.com/sugarjmaberry/ Twitter: https://twitter.com/jodymaberry  

Have you ever wondered what running an orthodontic practice and Disney World have in common? Dr. Jason Kaplan shares how the legendary customer experience principles from Disney can enhance orthodontic care, improve patient interactions, and create a standout practice.Dr. Kaplan also shares his personal experience with Smile Doctors, debunking common myths about OSOs and DSOs, and discussing the benefits he's seen in his practice.Beyond the business side, he explores the importance of financial wisdom, why you should give to your family while they need it, and the joy of spending on experiences rather than just accumulating wealth.We also talk about gratitude, fitness, and how taking care of yourself first leads to success in all aspects of life. If you're looking for ways to level up your practice and your mindset, this is a must-listen!

Imagine if your business could create the same unforgettable experiences as Disney. In this episode, Stacy Sherman uncovers Disney's customer service strategies with Dennis Snow, a 20-year veteran of Walt Disney World. Discover how to delight your customers beyond mere satisfaction. Learn to design processes from the customer's perspective, create memorable "wow" moments, establish nonnegotiable behaviors, authentically empower your employees, and lead by example. By the end of this podcast, you'll be ready to transform every customer interaction into something extraordinary.  More details at: .

There was a lot of emotion today as the public were invited to visit the Royal Newfoundland Regiment's Unknown Soldier, lying in state at the Confederation Building. A couple of the visitors dropped by the On The Go studio to share their reasons for paying their respects. (Krissy Holmes with Betty and Dennis Snow and Perry Grandy)

Ever wondered how Disney consistently delivers magical experiences? In this episode of the Power Hour, host Eugene Shatsman sits down with Dennis Snow, a customer experience legend who spent over two decades at Disney. Dennis shares invaluable insights from his time at the Disney Institute and reveals how their principles can be applied to elevate your optometry practice. Eugene adds to the conversation by sharing real-world examples and anecdotes from his work with clients, emphasizing the importance of creating "wow" moments and fostering a positive patient experience.

In this episode we spoke with Dennis Snow, a former Disney World executive and Customer Experience Speaker, Consultant and Author. Dennis revealed what brands from all walks of life can learn from Disney World's core principals around customer love to help build their own base of loyal fans. During our chat, Dennis also discussed how organizations can hardwire long term customer centricity within their business and how can employees, in a stressful, fast-paced environment can consistently create customer delight.

Businesses are quickly advancing with technology, which means customer loyalty remains a critical pillar for success. A recent study indicated that the cost of attracting a new customer is five times more than retaining an existing one. While the healthcare sector is a necessity of life, it, too, is a business that has to attract and keep its customers. So, how can the healthcare industry foster the kind of allegiance where customers would metaphorically "walk-through-fire " for them?What secrets lie behind achieving unparalleled customer loyalty in today's fast-paced world?On the latest "I Don't Care with Kevin Stevenson” episode, host Kevin Stevenson examined this compelling topic with the President of Snow & Associates, Dennis Snow. Together, they explored Snow's journey from Disney World to shaping world-class customer service models across different industries, and his method of walk-through-fire.A few highlights from their discussion included:Snow's involvement in customer service from a summer job as Captain Nemo at Disney's 20,000 Leagues Under the Sea ride, to managing the Disney University.The parallels between the hospitality provided at Disney and in the healthcare sector, and both being emotionally charged domainsTips for clinicians and professionals on fostering meaningful patient and customer interactions, focusing on active listening and human connections.Dennis Snow has a rich background spanning two decades with Disney World, transitioning from entertainment to managing various operational areas and training initiatives. As a customer service expert, keynote speaker, and author, Snow has dedicated his life to helping organizations develop fierce customer loyalty.

Customers today have more choices than ever before, creating a flooded market that is filled with commodities.  So what can organizations do to stand out in the crowd?  The answer is simple, just ask Mickey Mouse. In this episode of The Forward Thinking podcast, host Stephanie Barton, VP of Marketing and Communications at FCCS welcomes author, consultant, and former Walt Disney World Company executive Dennis Snow.  Dennis has world-class insights into differentiating your service in a way that attracts and retains customers and their loyalty, and insights into ways that leaders can hire and train the kinds of employees that will deliver the customer experience that creates long-lasting loyalty.    Episode Insights Include:   Creating the ultimate customer experience Disney isn't focused on selling rides, they are selling an experience.  Rides are simply commodities, a truly memorable experience is much more rare.  Every element of the company culture is built around creating the ultimate customer experience.  Key differentiators set employees and customers apart from the competition.  Regardless of their position, all employees are expected to exhibit exceptional internal service.    Teaching employees customer service skills The most important role of any leader in any organization is hiring the right people.  Dedicated time needs to be given to hiring the right people who are going to live the culture of the organization.  Training can help, but hiring the right people in the first place is the key to success.  Employees who are not meeting standards should first be coached, then be given the opportunity to make a change.  When performance doesn't change, employees have to be let go so they can no longer negatively impact the company culture.    Making the customer experience part of company culture Sit down as a team to have engaging conversations about these challenging times.  Ask the following questions about customer delight - What have you done that has wowed a customer? What has someone thanked you for? How can we demonstrate an enhanced experience? How can we meet customers where they are?  Listen to what other companies in your industry are doing that is working.  Consider the customer experience of Disney, Southwest, The Walking Shoe stores, and Ritz Carlton.  First define what the customer experience is supposed to be, then put behaviors in place to achieve it.  Speaking the language of the customer and consistency in experiences is essential.    Execution made easy An exceptional customer experience is easy, but it requires consistency.  In team meetings, ask this question - What are three things we want our customers to remember and say about their experience with us?  Then consider what has to happen in order to make that experience a reality.  It is essential to be relentless in keeping that message at the front and center of the customer experience.  Training needs to continue throughout the duration of every employee's time at the company.    This podcast is powered by FCCS.   Resources   Learn more about the FCCS Farm Credit Sales Leader Conference- https://www.fccsconsulting.com/conferences/sales-leaders-conference   Connect with Dennis Snow - Dennis Snow    Get in touch   info@fccsconsulting.com  

Following a 20-year career at Disney, Dennis Snow identified 10 key lessons that all organizations could follow to achieve the same success in customer service and company culture.  Since leaving the magic, Dennis has spent the last 23 years inspiring organizations on how to adapt those 10 lessons and apply the core service principles to their operation.  In this episode, we unpack the lessons from his two books, “Lessons from the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life” and “Unleashing Excellence: The Complete Guide to Ultimate Customer Service”.Show Notes3:40     More Than a Summer Job6:56     Empowering the Magic10:33   Lessons from the Mouse12:40   Everyone Has a Customer13:35   Don't Be a Customer Service Robot19:14   Figure Out What Ticks Off Your Customers28:01   Language Matters35:04   Hiring vs. Coaching Empathy37:41   Unleashing Excellence and the Service Improvement Team41:29   Internal Improvements vs. External Training44:38   Accountability48:03   Drafting Job Descriptions50:58   Onboarding and “Brag worthy” First Days59:11   Define What the Experience Should Be-----For more information on topics covered in this episode:Connect with DennisSnow Associates | Email Dennis' booksLessons From the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your LifeUnleashing Excellence: The Complete Guide to Ultimate Customer Service

In episode 3 of the Creating Superfans Podcast, I interviewed former Walt Disney World executive, Dennis Show. During his twenty years with the company, Dennis worked his way up from a front-line attractions operator to founder of the Disney Institute, the internal firm that consulted for organizations like ExxonMobil, AT&T, and Coca-Cola. Now, he's a full-time speaker and author who trains businesses large and small on how to run world-class, service-driven organizations. Dennis shared with me some of Disney's hiring practices and interview techniques that ensure all of their team members are customer-centric. Later in the episode, he outlines the 3 easiest things any brand can do to improve their customer experience right away. Finally, hear what a local restaurant did for Dennis and his friends that blew him away and made him a superfan for life.Show Notes:4:23 - Can you teach your employees to be more friendly and more customer-centric?5:03 - How long is the training at Disney?5:56 - A simple way to reframe your interview questions to get a better understanding of a candidate's skillset8:27 - A secret most people don't know about Disney10:45 - How do you define your Story and use it to attract the right people?13:00 - When did the Disney theme park become intentional about its superpower?14:33 - What are some other brands that have superior customer experience?18:00 - What are some things that businesses can do right away to be more customer centric?20:31 - A small thing that outstanding organizations do.22:18 - How often should you be collecting feedback from employees?25:23 - The parallels between customer feedback and employee feedback and how to overcome internal resistance 28:55 - How a local restaurant went above and beyond for Dennis and made him a superfan for life.You can find Dennis at SnowAssociates.com

In this episode, Michelle and Chase consider this question in a LinkedIn post from service expert and author, Dennis Snow: "What is one improvement I can make in serving my customers (clients, patients, fellow employees, etc), that if I do it consistently and do it very well, will have a positive impact on their experience?" Regardless of our role, we all have opportunities to make a difference through the way we serve and interact with others. Today's conversation provides simple strategies to make this happen!     Resources: Learn more about Dennis Snow: https://snowassociates.com/ Article: Developing Outstanding Internal Customer Service Article: How to Improve Your Customer Service Skills   Like it? Share it! If you're finding value in exploring your Career Dreams through this podcast, please share it with your friends, followers and colleagues! Also, your ratings and reviews help others find the show...so please, let us know what you think! You can share your Career Dreams with us anytime via email: careerdreams@forumcu.com. To learn more about making your Career Dreams come true at FORUM Credit Union, visit our website:  https://www.forumcu.com/careers Dream on!  

The CX Goalkeeper had the great opportunity to interview Dennis SnowLinkedIn Headline: Customer Service Keynote Speaker, Consultant, and AuthorHighlights:00:00 Game Start00:30 Dennis' introduction03:31 Dennis' values05:19 Disney, what are the key ingredients to be so successful in this magic world?09:30 Disney is offering a great experience But let's quite expensive...13:38 People want always to come back14:47 How is it possible that cast members are always so friendly?18:56 Onstage and backstage.21:23 What can companies learn from Disney?25:50 Talking about CX: what are we going to discuss about in 10 years?28:24 Dennis' book suggestion30:08 Dennis' Contact details32:03 Dennis' Golden Nugget and much more on https://www.cxgoalkeeper.com/DennisSnowGuest's Contact Details:dennis AT snowassociates DOT comhttps://www.linkedin.com/in/dennissnow/https://www.snowassociates.com #customerexperience #podcast #leadership #cxgoalkeeper

When it comes to your salon's team culture, pretty much every salon owner wishes for two things: You wish you had a salon culture that new team members were BEGGING to be part of--like, i'm talking knocking on your door! You wish you had a salon culute that existing team members NEVER wanted to leave. After all, who doesn't want to work for the A team?   But I know that sometimes this can feel out of your control. Like, it can be hard to manage a team with so many different personalities, right? HOWEVER, what if I told you… it actually all comes back to you; the Salon Owner and what you stand for.  It's YOUR job to align and drive your team's culture, front foot it and ensure what you stand for is constantly embedded into the culture… So whether you are passionate about your team specialising in one service, or having flexible lifestyle hours, or you value constant education and upskilling for your team; it's your job to own this vision for your Salon.  In this episode, I'm bringing in a friend of mine, Wade Brannon to share how you can cultivate a team culture that everyone wants to work for, and no one ever wants to leave.  Wade is CEO and Founder of Pigtails and Crewcuts and is no stranger to Salon success, after growing his franchise to over 70 locations.  I know you will find what Wade has to say about how to build a strong culture within your Salon, and hiring a dream team of stylists that live and breathe the vision you have for your business.  Here are three reasons why you should listen to the full episode: The secret to getting your team to buy into your brand vision Learn how a Hero Service can be the secret recipe to success Discover how to improve your Salon culture  Inner Salon CEO Snapshot https://bit.ly/MasterCEO (CLICK HERE) to get your hands on it Let's chat… I'd like to chat with you a bit more about your business and how I may be able to help you. Justhttps://m.me/salonownerscollective?ref=chatwithmepodcastpage ( click here) to jump over into messenger & chat! Resources: https://www.facebook.com/groups/salonownerscollective/ (CLICK HERE) to join the Profitable & Successful Salon Owners Facebook Group https://www.audible.com.au/pd/Lessons-from-the-Mouse-A-Guide-for-Applying-Disney-Worlds-Secrets-of-Success-to-Your-Organization-Your-Career-and-Your-Life-Audiobook/B07CS2TRBS (CLICK HERE )to listen to Dennis Snow's Book “Lessons from the Mouse” https://www.facebook.com/pigtailsandcrewcutsfranchise/ (CLICK HERE )to check out Pigtails & Crewcuts Facebook Page

Words MatterDuring busy, stressful times, it's easy to get transactional in our communication with employees, co-workers and our patients. However, hard times really require a different kind of communication, one that's more relationship driven. It's vital that we look inward to ensure that our words are aligned with our intentions and values, that we engage employees in ways that make them feel like partners, and that we connect with others in ways that generate meaningful answers.In this podcast, Quint explores the subjects and more with human potential developer Terre Short (author of The Words We Choose: Your Guide to How and Why Words Matter) and service excellence expert and former Disney executive Dennis Snow (author of “Lessons From the Mouse: A Guide for Applying Disney World's Secrets of Success to Your Organization, Your Career, and Your Life). Here are a few of their insights:Why you have to do more listening than talking right nowHow to ask the powerful questions that get you really connected to peopleHow to make sure what you say and what you mean is alignedWhy employees are the best people to answer your toughest questions and how to create the partnerships that elicits their input.How to celebrate those daily moments of getting things right and why you shouldWhat EVERYTHING SPEAKS really meansHow to see your organization through the lens of employees and patientsHow constantly narrating the process relieves anxiety for employees and patientsAbout Terre Short:Terre Short is the CEO/owner of Short Group. She has been a coach in some capacity her entire career. Through coaching, speaking, and facilitating she has inspired countless staff, senior leaders, physicians and middle managers to connect to their why, and to harness the power of empathy and personal relationships. She excels in assessing complex situations/challenges and helping others break them down with clarity into actionable steps.Terre has more than 30 years of leadership experience, a Masters in Business Administration/Healthcare Management, her Professional Coach Certification (PCC), and is a Certified Patient Experience Professional (CPXP).Prior to returning to Short Group, Terre served in corporate healthcare roles for ten years (2010 - 2020), as a high-level executive for one of the largest health systems in the U.S. (HCA), and as a regional director for Huron/The Studer Group.She first established Short Group in 1995 and at that time specialized in leadership development and consulting, including coaching GMs, CEOs and other leaders. Short Group followed her hospitality career that spanned many senior leadership positions within Four Seasons Hotels and later Pebble Beach Company.Since 1995, she has spoken for a wide range of organizations, and audiences large and small. She is highly sought after for leadership development forums and spoke at the 2018 Annual Becker's Hospital Review Conference.Terre is passionate about bringing out the potential of others through 1:1 and team coaching, and helping leaders improve results through her speaking, and consulting. Topics outlined on Short Group website.Terre published The Words We Choose: Your Guide to How and Why Words Matter in July 2020. The book covers how to choose words that connect to values and intention. It spans the words we choose for ourselves (the voice in your head), with loved ones, at large in the world, at work, through technology (not spoken), and with a higher power.About Dennis Snow: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

From a business owner's perspective, having happy clients paying considerable amounts of money while sometimes waiting hours to get the product they paid for sounds, at minimum, impossible. However, that is what an average Disney visitor experience when visiting The Happiest Place On Earth. How is it possible, then? Our guest, Dennis Snow, has several answers to that question, and luckily, he shared them with us today. Dennis Snow is the President of Snow & Associates, Customer Service Keynote Speaker, Consultant, and Author of two books, "Lessons from the Mouse" and "Unleashing excellence." He honed his customer service experience during his 20 years of experience working at Disney. He launched a division of the Disney Institute responsible for consulting with companies like AT&T, ExxonMobil, and Coca-Cola. He also spent years at Disney University teaching corporate philosophy and business practices to cast members and the leadership team. During his time at Disney, Dennis coordinated the Disney Traditions program, which is universally recognized as a benchmark in corporate training.In this episode, Dennis kindly shared some golden nuggets on customer experience and internal and external customers retention. We talked about the most valuable lessons he got from his experience working at Disney, the right way to treat customers, and what we can do, as business owners, to create loyalty amongst our customers. Tune in to episode 8 and hear about the most valuable lessons Dennis got from the world's most famous mouse. Some Questions I Ask:How do you start working at Disney and become that fantastic mentor and leader you are today? (2:41)Probably, the most expensive place on earth is Disney, and people wait in line for hours. Still, no one is sitting back at Disney going, yeah, we can't raise our rates. So, why is that? How did they build that? (16:54)What's the advice you have for what's going on today for companies struggling with employees shortage? (21:15)In This Episode, You Will Learn:Everything speaks; every detail counts. Some of the first valuable lessons Dennis learned at Disney (5:08)There is always someone listening for the first time the song you've been singing for the last 20 years (8:01)Some of Dennis' best pieces of advice to make customers feel special (9:26)The importance of creating a valuable experience for customers (13:58)Make sure the value you offer exceeds the price people paid for your product or service (20:24)Resources:Snow & Associates, Inc websiteBook: Dennis Snow - Lessons From the MouseBook: Dennis Snow - Unleashing ExcellenceConnect with Dennis:LinkedInTwitterYouTubeFacebook Our GDPR privacy policy was updated on August 8, 2022. Visit acast.com/privacy for more information.

How do we make our patients leave our practice with a great story to tell about us? Stories that get us more patients through word-of-mouth referrals, better reviews, and overall patient satisfaction and retention. In this episode of the Savvy Dentist Podcast, I've invited Dennis Snow who has had 20 years working on customer experience with the Disney Corporation. He is currently a full-time speaker, trainer, consultant, and is also the author of two books entitled Lessons from the Mouse and Unleashing Excellence. Our interesting conversation revolves around his journey, the lessons he has learned, and lessons from Disney that you can directly apply to your own dental practice.     In this episode we discuss: [03:25] Thoughts, lessons and insights that came with his diagnosis.  [07:15] The role of kindness in the modern world.  [10:20] Reason behind business struggle with customer service experience.  [12:35] Insights around creating culture around service while dealing with different things.  [15:18] Opportunities for business owners to embrace service as part of their culture.  [18:50] How Disney maintained personal touch despite being a high-tech organization.  [21:15] Taking Disney's concepts on their onboarding process and applying it to small businesses.  [25:35] Role of appreciation of team members as it relates to pride and customer service.  [30:23] How to recover when things aren't as good as it should be.  [36:17] The difference between loyalty and retention.  [37:34] Things Dennis most admires about Disney.  [41:11] Dennis tells us about his books Lessons from the Mouse and Unleashing Excellence. 

     How do we make our patients leave our practice with a great story to tell about us? Stories that get us more patients through word-of-mouth referrals, better reviews, and overall patient satisfaction and retention. In this episode of the Savvy Dentist Podcast, I've invited Dennis Snow who has had 20 years working on customer experience with the Disney Corporation. He ...   Read more... This article is copyright ©  Dr Jesse Green The post 319. Customer Service Lessons from the Mouse with Dennis Snow appeared first on Dr Jesse Green.

When it comes to unorthodox leadership wisdom, look no further than my guest today, Michelle Reines.   Michelle Reines is a speaker, author of the book “From Bad To Badass Leader: 12 Leadership Lessons”, executive coach, entrepreneur, founder of MDR Coaching & Counseling, Inc, and creator of the unconventional Badass Leader Brand.   Early in Michelle’s leadership journey, she was an absolute Ass as a boss, oblivious to the impact she was having on people! Perhaps, like many of you, she didn’t understand how to lead.    Today’s episode is full of Michelle’s thrills of victories and agonies of defeat, with the goal of helping you to unlock the art of leading like a Badass!     Michelle Reines’ 12 Leadership Lessons:  Lesson 1. Don’t Be An Ass  Lesson 2. Stop, Drop, Take a Selfie  Lesson 3. Let’s Talk About Trust, Baby  Lesson 4. Put Your People First  Lesson 5. Be An Epic Coach  Lesson 6. Build A Badass Team  Lesson 7. Create The Struggle  Lesson 8. Suck It Up, Buttercup  Lesson 9. Don’t Be A Kissass  Lesson 10. Be A Groupie For Your Team  Lesson 11. Expand Your Tribe  Lesson 12. Love Somebody Like You    Bottom line:  Because, when you think about it, doesn’t everyone want to be a Badass Leader or at least work for one?   Your roadside friend, as you travel from client to client.   -Trace     Timestamps:   Introducing my favorite Badass Leader, Michelle Reines [6:40]  Her journey of starting as a bad leader to becoming a Badass Leader [9:15]  How to recognize the “symptoms” of bad leadership before they become big problems [11:17]  What to do when you realize you are a bad leader [12:29]  When teams overcompensate for the bad leadership [14:18]  Platinum Style Coaching [16:12]  The Peter Principal [18:00]  Michelle’s cataclysmic fall from grace, AKA the day the whole team walked out [20:32]  What are human metrics that should be on your leadership scorecard [24:07]  The 12 Leadership Lessons in Michelle’s book [29:45]  Scaling Up Badass Leader Gift Page [38:08] https://badassleader.com/scalingup/   Lightning Round Questions [40:43]  James’ Challenge: “Research chlorine dioxide.” [47:45]    Quotes:  “Badass is not a bad word, and being a Badass Leader is actually a strength.” -Michelle Reines   “Leadership is a choice; it is not a title.” -Michelle Reines   “If your office has a revolving door on it, it’s probably your leadership.” -Michelle Reines   “If your time is being spent repetitively solving conflicts, it’s probably a leadership issue.” -Michelle Reines   “If your phone is ringing off the hook and you’re constantly dealing with customer complaints, it’s probably a leadership issue.” -Michelle Reines   “Invest in yourself.” -Michelle Reines   “In this day and age, there is no excuse for failing to develop yourself.” -Michelle Reines   “You need critical feedback to develop our teams and ourselves.” -Michelle Reines   ”Great leaders focus on people development.” -Michelle Reines   “Instead of making the mistake and assuming you are better than the person in charge, it’s important to manage your ego and ambition and find a way to partner for success instead of competing with the leader.” -Michelle Reines   “Leadership is a choice, it’s not a title.” -Michelle Reines   “You have to prioritize people over performance.” -Michelle Reines   “Give sugar-free feedback.” -Michelle Reines   “Peers are partners, not competitors.” -Michelle Reines   “We cannot be the best leaders if we are not taking care of ourselves and our families.” -Michelle Reines   “There’s nothing more important than spending time with those you love.” -Michelle Reines     12 Leadership Lessons Graphic:    Links Mentioned:  Michelle’s website for Scaling Up Listeners: https://badassleader.com/scalingup/  363 For Leaders Assessment   Episode 177 - The One Where Disney Meets Water Treatment with Dennis Snow  Episode 194 - The One Where We Learn About Productivity Tools with Danny Bauer  The Rising Tide Mastermind  Submit a Show Idea  AWT (Association of Water Technologies)    Connect with Michelle:  michelle@badassleader.com badassleader.com mdr4you.com from-bad-to-badass-leader-book (949) 378-4242 in/micheller-d-reines-74b0511 @MichelleReines /BadassLeader12 @badasssleader12 cid.22c36b2556e861d1   Events:  The Hang Networking Event- @6pm June 10th  Scaling Up Business Webinar Series - Adam Lean May 28th   In Person Water and Wastewater Show -June 29-July 2     Books Mentioned:  From Bad To Badass Leader: 12 Leadership Lessons - by Michelle Reines  The Five Minute Journal   The 7 Habits of Highly Effective People - by Stephen Covey  The New One Minute Manager – by Ken Blanchard and Spencer Johnson MD  Tools of Titans - by Tim Ferriss  Emotional Intelligence 2.0 - by Travis Bradberry and Jean Greaves  The Five Dysfunctions of a Team - by Pat Lencioni    

n this episode, I discuss two books on very different sides of the Disney Corporate coin. The Mouse that Roared by Henry Giroux (1999), and Lessons from the Mouse by Dennis Snow (2010). Since I am recording on Tri-C day, it would be great if you donated to the Tri-C Foundation to help support Community College student scholarships (https://www.tri-c.edu/give/give-to-tri-c.html). The blog about Adorno and Horkheimer's perspective on laughter: https://schlemielintheory.com/2015/01/18/stop-laughing-max-horkheimer-and-theodor-adorno-on-laughter-false-happiness-and-the-culture-industry/. For a complete list of the books reviewed on the podcast, check out the google sheet below (aka the "book bin") Anything labeled "book bin" is up for grabs! https://docs.google.com/spreadsheets/d/e/2PACX-1vReMmvG9p-PQ_jGhgAaGsKRZ2ZYAj6V5cbk46TzNcHUk78m_ZFzOiMF5eHjqy5UMUTYgyak17AA9a6F/pubhtml If you have questions, comments, or what a book that is up for grabs, send me an email at anthropologyarchives@gmail.com --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/anthropologyarchives/support

It's no secret that successful brands and retailers are the ones invested in delivering customer experience expectations. And it's also no secret that Disney has been the apex experience for decades now. Terrence is joined by non-other than former Disney superstar, Dennis Snow, as they discuss how a passion for service excellence is felt throughout an organization -- and translates into customer success.To find out more, visit these links:Website: https://www.iadvize.com/cx-series​Terrence LinkedIn: https://www.linkedin.com/in/terrencefox/​iAdvize LinkedIn: https://www.linkedin.com/company/iadv...​Facebook: https://www.facebook.com/iAdvize.worl...​Instagram: https://www.instagram.com/iadvize/?hl=enTwitter: https://twitter.com/iadvize​Twitch: https://www.twitch.tv/iAdviZe

  What creates excellent customer service experiences resulting in clients becoming passionate fans of your company? What if some simple steps could change a client’s experience with your company from mediocre to magical; would you take them?   Today my lab partner on Scaling UP! H2O is Dennis Snow. Dennis honed over 20 years of customer service skills with the Walt Disney World Company. Today Dennis is a full-time speaker, trainer, and consultant who helps organizations achieve customer service, employee development, and leadership goals. Dennis launched a Disney Institute division responsible for consulting with some of the world’s largest companies. This division quickly became the fastest-growing venture of the Disney Institute and experienced nearly 100% repeat business. He also spent several years with Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. In his last year with Walt Disney World, Dennis’ leadership performance ranked in the top 3% of its leadership team.   Scaling UP! Nation, join us today as we learn from Dennis’s tried and true methods to turn your business from unimpressive to the most impressive in the industry when it comes to excellent customer service.  My challenge to you is this: “Do a little something that pushes you to become better at whatever it is that you deem you need to become better with” [57:17]      Timestamps:    How a 3-month job at Disney became a 20-year career [5:55]   Turning a “Tragic Moment into a Magic Moment” [9:50]   Empowered Employees and Coachable Moments [11:29]   What Is the Customer Asking [13:05]   What Is Backstage Vs. On Stage [16:10]   How To Create Moments of “WOW” For The Customer [20:50]   Seeing And Solving The Potential Points of Pain [25:58]   Communicating The Right Message Throughout The Company [30:18]   What Is Your Book, “Lessons From The Mouse” About? [39:33]   What’s The Bottomline [42:28]   Lightning Round Questions [44:15]   James’ Challenge: “Clean, Organize, and Update Your Water Testing Kit And Equipment” [56:13]      Quotes:   “From the moment you express interest in a job, to the moment you leave, everything in between is training.” -Dennis Snow   “Maintaining your guest or client’s dignity is critical.” - Dennis Snow    “Take what is important to you as an organization and build it into every process that impacts your employees.” -Dennis Snow   “Don’t generate tasks, create experiences.” -Dennis Snow    Links Mentioned:   John Fenton’s Interview, Episode 167    James McDonald’s LinkedIn #JC21 and #ScalingUpH20  AWT   Dennis can be contacted via his website, www.snowassociates.com, or at  (407) 294-1855    Events:  Feb 11 @6pm- The Hang  Jan 26 @11am - Webinar with John Fenton     Books Mentioned:  “Lessons From The Mouse” by Dennis Snow  “Unleashing Excellence” by Dennis Snow  “Story 10X” by Michael Margolis   “The Infinite Game” by Simon Sinek   “Hamilton” by Ron Chewnow

From front-line attractions attendant to Internationally known Customer Service Passion Expert, Dennis Snow has built an amazing career. His customer service abilities were honed over 20 years with the Walt Disney World organization. There, he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today.Dennis managed various operating areas throughout the Disney  parks, learning and applying the skills it takes to run a world-class, service-driven organization. He shares those experiences as the author of two book - "Lessons from the Mouse" and "Unleashing Excellence". 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 American Express, Johns Hopkins Medicine, and Verizon Wireless. You can reach Dennis through his website - www.SnowAssociates.comThe HR and Leadership Spotlight Show features Leaders - HR Professionals, Consultants, Coaches, Entrepreneurs, and Business Owners. If you are a business with a product or service that HR and Leaders could use, SPONSOR A SHOW...we can help you get the word out.Is you organization or company having Human Resources challenges? Visit - http://www.GetHRHelpNow.com

Dennis Snow: Unleashing ExcellenceThe Complete Guide to Ultimate Customer Service........Our guest on this episode is Dennis Snow. He has a passion for service excellence and has consulted with organizations around the world on the subject. Dennis’ customer service abilities were born and developed over 20 years with Walt Disney World. In his last year with Disney World, Dennis’ leadership performance was ranked inthe top 3% of the company’s leadership team. He is now a full-time speaker, trainer, and consultant, and is dedicated to helping organizations achieve their goals in the areas of customer service, employee development, and leadership. Dennis Snow is the author of two best-selling business books, “Lessons From the Mouse,” and “Unleashing Excellence.”Find out more about Dennis Snow https://snowassociates.com/.............Because Unified meaning is the one single monolithic difference between mediocrity and greatness for all individuals and companies, today more than ever, it is time to upgrade your leadership. Find out how you can hire Dov Baron, "The Dragonist", as a speaker or strategist for yourself or your organization: DovBaron.com See acast.com/privacy for privacy and opt-out information.

In this episode you can hear Dennis Snow and Andrei talk about how past experiences shaped a new future, how one company that achieved greatness inspired it's former employees to strive for greatness on their own. Show notes on https://techieleadership.com/show62

Customer experience will always be present in whatever industry you may be in, and its impact on your business always comes on a big scale. The President of Snow & Associates, Dennis Snow, joins Jesse Cole in this episode to talk about customer service and the role it plays in your success. Using twenty years of his experience with Walt Disney World, Dennis shares the best practices he’s learned in improving your relationship with your people and providing customers with exceptional service. Learn how to create the best working environment for your people and how to empower them with something as simple as your presence. Love the show? Subscribe, rate, review, and share! Here’s How » Join the Business Done Differently community today: findyouryellowtux.com Business Done Differently Facebook Business Done Differently Twitter Business Done Differently YouTube Do You Stand Out? Take The Yellow Tux Quiz

20 year Disney veteran and customer experience guru Dennis Snow shares behind the scenes stories of working at Disney, how to create moments of wow and 3 keys to excellent customer experience. Learn More About Dennis Snow at https://premierespeakers.com/dennis_snow Beyond Speaking is hosted by Brian Lord and produced by Eric Woodie --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

You can’t swing a dead cat these days without hitting a Disney expert. I probably should have said a dead mouse! The problem is, most of them never even worked at Disney! They either went through the Institute or they read a few books and think they’ve got Disney down…Dennis is one of the genuine greats in the field. His level of experience is rare. He worked his way through the ranks at Disney from ride operator to one of the top executives at Disney World. And he applies these principles in his own business every single day.And you need his book!I never give an endorsement for a book unless I’ve read it and found it absolutely useful. I’ve read Dennis Snow’s “Lessons from the Mouse” several times and I recommend it constantly.Book Dennis to speak at your next event. Bring him in as a consultant. His Lessons from the Mouse will take you and your organization to new levels. Visit SnowAssociates.com to learn more!For more information on Jim and THE SENSEI LEADER MOVEMENT visit TheSenseiLeader.com

You can’t swing a dead cat these days without hitting a Disney expert. I probably should have said a dead mouse! The problem is, most of them never even worked at Disney! They either went through the Institute or they read a few books and think they’ve got Disney down…Dennis is one of the genuine greats in the field. His level of experience is rare. He worked his way through the ranks at Disney from ride operator to one of the top executives at Disney World. And he applies these principles in his own business every single day.And you need his book!I never give an endorsement for a book unless I’ve read it and found it absolutely useful. I’ve read Dennis Snow’s “Lessons from the Mouse” several times and I recommend it constantly.Book Dennis to speak at your next event. Bring him in as a consultant. His Lessons from the Mouse will take you and your organization to new levels. Visit SnowAssociates.com to learn more!For more information on Jim and THE SENSEI LEADER MOVEMENT visit TheSenseiLeader.com

Dennis snow is a Customer Service Speaker, Trainer, and Consultant, and is dedicated to helping organizations achieve their goals in the areas of customer service, employee development, and leadership. He is also the author of two best-selling business books, “Lessons From the Mouse,” and “Unleashing Excellence.”

Becoming a leader of a team or perhaps a senior executive of a company is the dream of many people in the business field. However, what most people don't see is the humble beginnings and the stages that you have to undergo to hone yourself in becoming what it takes to be a leader. Your attitude and outlook of what you can do and where you can add value to your job foresee your progression through company ranks. Joining us in today's podcast episode is our guest, Rocky Romanella. After a storied career that began on the bottom rung of the UPS ladder in 1976 and progressed up every rung to the boardroom, Rocky is now the founder and CEO of 3Sixty Management Services.  Check out today's episode highlights, and don't forget to tune in to the show if you want to know more about the process of becoming an effective leader. Sit back, relax, and be inspired.   Jumpstarting Your Career (2:23) The most effective leaders are those who could get their people to connect the dots. How are teaching and coaching relevant in the business setting? Taking advantage of promotion within policy. You are expanding your skills and knowledge by surrounding yourself with the right people. What are the value-added solutions? Learn your job–and learn some more.   An Advice To Starting 18-Year-Old Leaders: What Is The Leadership Perspective? (05:15) Step back as a leader and let your people fly. You have to believe in your people until they're ready to believe in themselves. It is essential to bridge the gap of confidence and knowledge for your people to fully believe in their capabilities. Think of that word you want someone to use to describe you at the end of your career. You will build that mosaic throughout your career—your brand identity. Answer these three questions: "Who am I? What do I stand for? What are the things I won't compromise?" The importance for companies to articulate their values and demonstrate them through actions. Backing in first is the best opportunity to understand the set of circumstances you're facing. It is not a leader's characteristic to silently sanction bad behaviour. Balanced Leadership, Thought, and Philosophy (12:22) The three critical constituents in business decision-making are your customers, your people, your shareholders, and stakeholders. When making decisions, you have to be able to represent these three key constituents.  You have to think like a customer—you want to make sure your people feel like valued individuals—but you want to act like an owner and make all the decisions.   The Importance of Customer Proximity (14:48) As a leader, you have to effectively train your employees in explaining to customers why your products are valuable, why they should buy it. In Rocky's experience, he focused on getting a line of sight from everyone inside their organization. They do this by treating their product as if it was a patient and not an inanimate object.  Every business needs to be safe. Starting From The Bottom-Up (20:05) Rocky loved understanding the business right from doing it himself. The fact that you're willing to try to understand the job from the ground level and frontline level speaks volumes of who you are, as well as the respect that you give those people who are performing the task. Why should hard work be combined with enthusiasm? High-Performing Teams (23:12) High performing team members place high accountability on themselves.  High performing team members hold each other accountable. However, mutual accountability can be demanding of a high level of service and deliverability. Tighten The Lug Nuts and Leaving A Legacy (27:34) "Don't allow important things to become urgent: tighten the lug nuts." Legacy is leaving things or people a little better because of their interaction with the business—having made a difference to the lives of both employees and the customers. Being a good leader translates to being a good person. It is painting people with dignity and respect. Leadership doesn't come with the title of a manager. Book Recommendation and Rituals (33:55) Rich recommends the book The Lessons From The House by Dennis Snow, where he talks about his time with Disney. He also recommends Coach John Wooden's books about the concept of hard work and the pyramid of success. "My routine is to get up early, square everything away, and make sure I'm in a good place. After that, I just hit the ground running from that perspective."   You can connect more with Rocky on his website. You can also email him and send questions at rockyromanella@gmail.com. His book, Tighten The Lug Nuts is available on Barnes and Noble and Amazon. For more podcast episodes and other resources you can use, don't hesitate to visit my website John Murphy International. Thanks for listening!

On this episode of Conversations from the EDGE with Service Logic, host James Kent spoke with Chris Douglas, President of Encon Heating & A/C, about Douglas’ 37 years with Encon, tracing a career path that began as a service technician. It was during this first role with the Encon, Douglas learned the importance of a great customer experience. “I quickly understood, I was the face of the company in the eyes of the customer, and that the level of customer service delivered every day was my responsibility,” Douglas said. Douglas took those early lessons and used them to shape his views on customer experience. “We are in a relationship business, so we focus a lot on the relationship," he said. To move the customer experience to the forefront of Encon’s business model, Douglas and his team rolled out an initiative called, ‘Unleashing Excellence.’ This process was modeled after the book by Dennis Snow & Teri Yanovitch, Unleashing Excellence: The Complete Guide to Ultimate Customer Service. “We used Snow’s book,” Douglas said, “along with other publications, to create a roadmap as to how to go about implementing a program at Encon that would ensure we provide an exceptional customer experience every time we came in contact with a customer.” The reaction from customers to the rollout was both immediate and overwhelmingly positive.

Shep Hyken interviews Dennis Snow. They discuss how to define an organization’s level of service and company culture by looking at examples from the Walt Disney World Company. Top Takeaways: There are two steps to defining your organization’s level of service. Step one is to ask yourself what you want your customers to say about their experience. Step two is to ask yourself what you can do to get your customers to say those things. When considering step one, narrow it down to three things you want your customers to say. This helps you focus in on what differentiates you from others. Your culture is defined by step two. Reinforce the behaviors that elicit the desired customer response. Your company culture is not what you say but what you do. Good company culture starts with the hiring process. Get to know your standout employees and find out what qualities contribute to their success within your organization. Then, hire individuals who are similarly hard-wired to succeed within your culture. Training begins during the hiring process. You must demonstrate your company’s values from the beginning, and that includes the hiring process. The first day of training should focus on company culture. Additionally, this training should never end. Identify behaviors that detract from the brand and culture you have worked so hard to craft. Be on the lookout for these and create processes that prevent them from happening. As a leader, never let a coachable moment pass you by. Seize opportunities to continually coach your employees toward improvement. Similarly, never let a moment of recognition go by. Give praise and credit where it’s due, and positively reinforce the behavior that defines your brand. Leaders must demonstrate and embody the values and culture they want to see throughout their organization. They must not only talk the talk but also walk the walk; leaders are the ultimate role model for company culture. “What people say is your brand; what your employees do is your culture.” - Dennis Snow About:  Dennis Snow is a full-time speaker, trainer and consultant. He worked with the Walt Disney World Company for over 20 years, where he developed his passion for service excellence. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

20 year Disney veteran and customer experience guru Dennis Snow shares behind the scenes stories of working at Disney, how to create moments of wow and 3 keys to an excellent customer experience. Learn More About Dennis Snow at https://premierespeakers.com/dennis_snow --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

Dennis Snow, President, Snow speaks at SparrowCast on how little wows add up to a big sale.

An expert in cultural integration, operations and engineering, while in executive roles Rocky successfully launched one of the largest re-branding initiatives in franchising history, The UPS Store, which revolutionized the $9 billion retail shipping and business services market. In addition to leading the global strategy of all U.S. and international retail channels, he was an integral part of the integration of many acquisitions, which became UPS Supply Chain Solutions with responsibilities in the U.S., Canada, Mexico, Latin America and South America and led UPS's entry into the healthcare industry as part of their supply chain logistics strategy. Rocky has experience in all facets of the UPS business operations. For over three decades, Romanella held various management positions including hub and package operations and industrial engineering. He led project teams on numerous special assignments to develop customer solutions tools and processes for improving operational inefficiencies and was instrumental in generating revenue growth for UPS Supply Chain Solutions in North and South America. He is a winner of the UPS Chairman's Award for Excellence.   Connect                                                                                       Facebook – https://www.facebook.com/3Sixty-Management-Services-223079601450625/ Linkedin – https://www.linkedin.com/in/rockyromanella Twitter – https://twitter.com/3sixtymgt Youtube – https://www.youtube.com/channel/UCCdo-oidr9wcxE7G3fCvtBg/videos Instagram – https://www.instagram.com/3sixtymanagementservices/ Amazon – https://amzn.to/2M4Hcwd Website – https://www.3sixtymanagementservices.com/   People Mentioned George Washington   Resources Microsoft Surface Pro 4   Books Tighten the Lug Nuts by Rocky Romanella: https://amzn.to/2M4Hcwd Lessons from the Mouse by Dennis Snow: https://amzn.to/2v6nvhd

Dennis Snow is an author, speaker, trainer, and consultant who coaches some of the world's largest companies on customer experience. He honed his skills over a twenty-year career at Walt Disney World in which he grew from working on the front lines of some of the attractions to managing various operational functions. In this episode, we talk about how Walt Disney World is able to provide experiences which wow their customers. And we learn how Walt Disney World is able to bring all of their employees along on their customer experience journey, even if it means picking up trash.   Resources mentioned: Lessons from the Mouse (book), by Dennis Snow. The Experience Economy (book), by Joseph Pine and James Gilmore. The image of Walt Disney picking up trash (image), which Dennis mentions during the show. First, Break All The Rules (book), by Marcus Buckingham. Twenty Thousand Hertz (podcast), hosted by Dallas Taylor.   Key takeaways (starts at 45:12): Never let backstage come on-stage. Care about the details, as the small wins help build the entire experience. Be accountable to your principles. Hire people with a service mindset.

Shep Hyken speaks with Dennis Snow, professional speaker, bestselling author of “Lessons from the Mouse” and a man with a passion for service excellence. His abilities were born and developed while working at The Walt Disney World Company. Dennis shares his tips from Disney on how to provide exceptional customer service incorporating the entire customer journey into the customer service experience. Learn more about your ad choices. Visit megaphone.fm/adchoices