Dennis Snow is a globally recognized expert in customer experience and employee engagement with over 20 years of experience at Walt Disney World. There he honed his skills in creating magical, customer-centric cultures. Dennis understands the unique challenges faced by franchise organizations, from maintaining consistency across locations to delivering service excellence that builds customer loyalty and drives repeat business.
Through his inspiring keynotes, interactive workshops, and consulting, Dennis equips franchise leaders and teams with practical strategies that can be put to immediate use. The end goal is to help his clients elevate customer service, foster employee engagement, and deliver experiences that set their brand apart.
His insights are grounded in real-world practices that can be implemented across diverse franchise locations, ensuring a seamless customer experience no matter the market. Franchises that partner with Dennis experience tangible results, including improved customer retention, increased employee satisfaction, and stronger brand loyalty. With his engaging storytelling, actionable insights, and deep understanding of the franchise model, Dennis empowers teams to exceed expectations and create moments of “wow” that keep customers coming back.
Let Dennis Snow help your franchise achieve Disney-level service excellence and transform your customer experience into a competitive advantage.
He began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization.
Dennis launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, General Motors and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%.
He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the Disney Traditions program, which is universally recognized as a benchmark in corporate training. In his last year with Walt Disney World, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team.
Today, 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, ExxonMobil, and Nationwide.
His articles appear in a number of industry publications and he is a featured guest “expert” on customer service, on several business news-talk radio shows. He is the author of the book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, which has been used in organizations around the world as a blueprint for organizational excellence. His newest book has just been released, titled, “Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.”
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Businesses that stand out in today’s competitive landscape do so through more than just great products or services; they excel at hospitality. Exceptional hospitality goes beyond meeting customer expectations; it creates meaningful, lasting connections that leave your customers feeling valued, cared for, and eager to return.
In this session, franchisees will learn:
Customers have more choices than ever, with the result that most products and services are increasingly seen as commodities. So, in today’s market, what can an organization do to stand out from the crowd? Differentiating your service is the key to attracting and retaining customers – while driving bottom line results.
In this session, franchisees will learn:
In today’s competitive market, developing a service excellence strategy is an important part of any leader’s role. Beyond developing the strategy, however, there is the challenge of executing the plan. It’s in the execution that service excellence strategies become a reality or simply another “flavor-of-the-month” program.
In this session, franchisees will learn:
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