Amazing Business Radio: Dennis Snow

Create a Disney-Worthy Customer Experience
Building a magical customer experience at every level
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.
Top Takeaways:
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