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.A radically different approach to the aged-care sector
How Australia's leading pharmacy chain manages CX
What you can learn about CX from the aged care sector
The secrets behind Flybuys' 25 years of success
How Bunnings maintains a 90% staff retention rate
Turning your customers into your greatest marketing asset
Why Lush radically empowered their front-line teams
BONUS: We're back for 2020 with some special announcements
How to spend $129M on customer experience transformation
Why HubSpot killed the sales funnel
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