Dennis Snow is an author, speaker, trainer, and consultant who coaches some of the world's largest companies on customer experience. He honed his skills over a twenty-year career at Walt Disney World in which he grew from working on the front lines of some of the attractions to managing various operational functions. In this episode, we talk about how Walt Disney World is able to provide experiences which wow their customers. And we learn how Walt Disney World is able to bring all of their employees along on their customer experience journey, even if it means picking up trash.

Resources mentioned:

• Lessons from the Mouse (book), by Dennis Snow.
• The Experience Economy (book), by Joseph Pine and James Gilmore.
• The image of Walt Disney picking up trash (image), which Dennis mentions during the show.
• First, Break All The Rules (book), by Marcus Buckingham.
• Twenty Thousand Hertz (podcast), hosted by Dallas Taylor.

Key takeaways (starts at 45:12):

• Never let backstage come on-stage.
• Care about the details, as the small wins help build the entire experience.
• Be accountable to your principles.
• Hire people with a service mindset.