and New York Times bestselling author Shep Hyken, who interviews leading business
professionals and other customer experience professionals. Each guest shares insights
and tips on how to succeed and create amazing customer experiences.
The bright business minds featured on Amazing Business Radio come from all over
the world. They include viral video stars, corporate CEOs, bestselling authors, thought
leaders, and many other inspiring personalities. The show brings a variety of topics
related to customer service and customer experience to provide the answers that
C-Suite listeners will want to know to take their success to the next level.
Create a Disney-Worthy Customer Experience with Dennis Snow
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.
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 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
“Identify what the customer experience is supposed to be, and then identify the employees’ responsibility in making that happen.” – Dennis Snow
“Training begins during the hiring process.” – Dennis Snow
“It’s not about the job you do, it’s about the experience you create.” – Dennis Snow
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.
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