“Creating ‘Walk-Through-Fire’ Customer Loyalty” an interview with Dennis Snow
In today’s challenging business environment, 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. Today’s customers want to know that you are focused on earning their ongoing loyalty.
World-class service is not simply a matter of smiling employees who say “please” and “thank you.” It is an all-encompassing approach to making excellence business as usual. Everything that a customer sees, hears, or touches impacts the experience – “Everything Speaks.”
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 share:
• The four critical elements of service excellence.
• Tools for helping your employees see your operation through the eyes of your customers.
• A process for ensuring consistent service behaviors across the entire organization.
• Specific language for describing service excellence and how to make that language a part of your organization’s culture.
• Mechanisms for involving employees in ongoing service improvement.