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Dennis Snow

Dennis Snow
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. 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.

Tips For Being a Good Customer

Instead of focusing on what companies can do to provide better customer service, this video post focuses on what WE can do to be...

Book Recommendation

There are a few business books I find myself going back to over and over. I’ve just added a new one to my library...

What If Customer Experience Has No ROI?

One of the most challenging questions I get is, “How much will improving the customer experience add to our company’s bottom line?” The problem...

Storytelling and Leadership

When some friends and colleagues encouraged me to write my second book, Lessons From the Mouse, I was scared out of mind. What if...

The Magic of Purpose

In my younger years, I used to to a bit of magic. I thought I’d have a little fun with this video post. Keep...

Go Undercover for the Customer!

This post is written by guest blogger Mari Pat Varga of Varga & Associates. I enjoy Mari Pat’s blog, as she offers insightful comments...

Customer Service as a Growth Engine

Just wanted to send a quick recommendation for two articles in today’s Wall Street Journal (June 7, 2010). The first, “Customer Service as a Growth...

BP and the Future of Customer Loyalty

The full effect of the Gulf oil disaster likely won’t be known for a long time. Already, industries such as fishing and tourism are...

One Employee Serving One Customer at a Time

A couple of years ago I wrote about some of the struggles Home Depot was experiencing, along with some recommendations for reclaiming the positive...

Letting Go of Your Baggage

As a frequent flyer, I have been on a quest to pack as economically as possible. I can’t remember the last time I had...

Think Like a Black Belt(tm) – Jim Bouchard Interview

We all have those days when it seems that everything and everyone is against us. A meeting we’re facilitating takes an ugly turn, customers...

Customer Service and the Telephone

For many businesses (my own included), a good portion of our customer interactions involve the telephone. Whether we’re actually having a conversation, leaving a...

Company Vehicles – Everything Speaks!

For many organizations, their company vehicles (delivery trucks, service vans, etc.) are seen by more people than any other type of advertising they do....

Neil Ducoff Interview – No Compromise Leadership

I recently had the opportunity to interview Neil Ducoff, author of the best-selling book, No Compromise Leadership: A Higher Standard of Leadership Thinking &...

The Top Five Customer Service Mistakes Companies Make – And How Your Organization Can Avoid Them

I’ve recently put together a white paper titled, “The Top Five Customer Service Mistakes Companies Make, and How Your Organization Can Avoid Them.” The...

Commoditization and Customer Service

The number of ways consumers can make a purchase today is amazing. The option I find most interesting are the Best Buy vending machines...

Defining a Culture of Service Excellence

When asked to describe their corporate culture, business leaders sometimes struggle to answer. Responses often run the gamut from vague generalities such as “we...

Toyota Recall – Part 2

I hit the “Publish” button too soon on yesterday’s post, Toyota Recall - The Brand Challenge. Today’s news reports that Toyota executives admit they...

Toyota Recall – The Brand Challenge

The Toyota recall has been dominating the business news lately. Every day it seems a new piece of information regarding the “sticky...

Customer Service Tip – Diffuse First, Educate Second

I recently had the opportunity to work with Family Video, the largest privately owned movie and game “rentailer” in the United States, and third...

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