Dennis Snow

Dennis Snow is a globally-recognized and multi-award-winning author best known for his writing in the areas of customer service, leadership, and change management. His 22 years with The Walt Disney Company, the last twelve of which he held the post of Vice President of Customer Service and Performance Improvement, gives him a unique perspective on these topics, one that has been featured in his published works.

Snow’s book Everyone Matters: The Extraordinary Power of Caring for your People Like Family, first published in 2016, is a thought-provoking and inspiring guide to building effective customer service, leadership and change management processes from within. He draws from two decades of experience in the notoriously demanding hospitality industry to show how excellence, commitment and loyalty can be fostered and sustained within an organization’s culture. His approach encourages leaders and team members to nurture relationships that honor every individual’s contributions, resulting in an exceptional and lasting customer experience.

His second book, The Service Culture Handbook: A Step-by-Step Guide to Creating a Service Culture within Your Organization, co-written with matieral consultants Karlco Consulting, LLC, was released in 2017. Concise yet comprehensive, the handbook dives even deeper into the topics of customer service and performance improvement, providing practical, detailed steps to establishing and managing a successful service culture within an organization. In it, Snow and his colleagues equip both new and experienced leaders with the tools and knowledge needed to create a culture based on care, compassion, and respect for customers and employees.

In addition to his books and articles, Snow is a sought-after keynote speaker, delivering his engaging and focused presentations on customer service and change management globally. He has spoken at events organized by many large and small companies, and in 2020 he was the keynote speaker at the annual Customer Service and Experience Symposium hosted by Eptisa in Madrid, Spain.

Snow also serves as a faculty member and adviser at Disney Institute, The Walt Disney Company’s professional development arm, where he shares his insight and best practices on leadership, change management, and customer service. He has also served as a guest lecturer and instructor at many academic institutions, including Cornell University and Oklahoma State University, among others.

The life’s work of Dennis Snow shows an unwavering commitment to the people he serves. His talents as an author have shown us how to tap into the extraordinary power of caring for our people like family and cultivate a service culture that emphasizes delivery an exceptional customer experience. His books, articles, and public speaking engagements have inspired us to make the extra effort to put the people in our organizations—both customers and staff—first.